Suppose the hotel worker you call can repair the issue at a cost of up to $2,000 and do it without consulting a manager. That’s a policy that’s repeated in hospitalities and it makes sense a lot of the time. The majority of companies require you to fill different time periods on hold. This is one that gives frontline employees real power. An employee of the Ritz Carlton knows how to resolve issues before asking questions.
It’s one idea that can explain the name Ritz Carlton has been synonymous with luxury for over 100 years. But it’s more than a well-known service story. It’s a world-wide hotel empire, a symbol of the elite and a business case. While the travelers continue to ask the same questions, the answers remain unchanged. Where did it start? What are you really getting? Is the cost reasonable?
Here are some answers to those questions with clear facts. Moreover, it helps to distinguish between fact and marketing jargon. As a result, you’ll know the kind of experience you can expect at a Ritz Carlton hotel before you even arrive at the doorstep.
The origin of Ritz Carlton.
The brand has a complicated story that’s not usually told. Two well known faces, a blown out first chain and an unexpected turnaround.
Two well-known names, one brand.
This story starts with the hotelier, César Ritz, of Europe’s high-end hotel. When he was combined with London’s Carlton Hotel, it made up the brand’s hyphenated name. This alliance is the reason for the two names of each Ritz Carlton. The original chain was made up of 15 hotels, including London, New York City and Atlantic City.
But that initial linking faded, and the designation almost disappeared. Between the years of 1951 and 1975 The Ritz-Carlton Boston was one of just two Ritz-Carlton hotels in the United States. In April 1982, the new owners changed the name of hotels in Washington, D.C., and New York from the brand. The modern company dates to 1983.
A Name Shared by Different Hotels
This is one thing that many travelers miss. The builder of today’s chain got exclusive rights to the brand in 1988, except for a few countries. The exceptions were not the company’s hotels, but Hôtel Ritz Paris, which belongs to The Leading Hotels of the World. Likewise, The Ritz London is an independent hotel. So, a hotel by the name of “Ritz” does not necessarily mean “Ritz Carlton”. Be sure to verify the complete name before booking.
The Marriott Era
It was acquired by Marriott International and is now part of their corporation. Despite this, the brand has a distinct division within its own business. That way it maintains its identity and benefits from Marriott’s massive booking and loyalty program. In consequence, the guests are able to earn and redeem the Marriott Bonvoy points at a Ritz Carlton property.
Here are the reasons why Ritz Carlton service is different.
There are lots of hotels that promote excellent service. Few develop a whole culture around it. The brand comes to the fore here.
Ladies and Gentlemen Serving Ladies and Gentlemen
The company’s famous motto sets the tone: “ladies and gentlemen serving ladies and gentlemen. The term is an archaic one, but it conveys respect for each other. Staff are treated as professionals and guests are treated as honoured visitors. Moreover, the brand has established its philosophy in a series of Gold Standards that include the brand credo, the brand motto, the service values and steps of service.
Empowerment in Practice
Back to that $2,000 figure. The brand says it gives its employees up to that amount per guest, per incident to fix a grievance. Staff are not required to have an exemption. For this reason, small issues don’t turn into large issues. A late anniversary cake is changed in minutes and a missed flight is rebooked.
But most of the days stay does not require a dramatic rescue. Rather, the empowerment is seen in a discreet manner. A server retains your allergy. A concierge spies on your favorite newspaper. It’s the little things that count, and it’s certainly why loyal customers are returning to a Ritz Carlton.
Ritz Carlton by the Numbers
It’s a brand that has come a long way from its humble beginnings. The data below is from industry reporting and will continue to change as new hotels open.
| Metric | Figure |
| Global sites (30 September 2023) | 118 |
| Total keys (rooms) at that time | 30,965 |
| US and Canadian hotels | 41, holding 12,583 rooms |
| Rest of world | 77 hotels, with 18,382 keys |
| Target footprint | Around 170 sites |
| Pipeline projects | At least 52, with 11,013 rooms |
| Largest pipeline market | China, with 16 projects |
Based on THP’s research, 41 North American hotels accounted for 35% of the total number of hotels worldwide and 41% of the number of keys. The remaining 77 properties made up 65% of sites and 59% of keys. To sum up in short: The brand is already international, as American.
The Asia Push
Growth is towards the East. The brand is looking to expand its presence to 170 locations worldwide in the coming years, with 30 per cent of the pipeline being in China. There are plans to deliver 16 by 2026, the peak year. Specifically, The Ritz-Carlton Phuket in Thailand is one addition in the works that will be the rebranded Westin Siray Bay Resort & Spa. It will feature three swimming pools and the Ritz-Carlton Spa.
Meanwhile, another hotel under construction is The Ritz-Carlton Suzhou. It is intended to have an indoor swimming pool, fitness centre and a spa complex comprising four treatment rooms. It’s obvious that Ritz Carlton intends to have wellness right in the middle of their newer resorts.
What are some recent landmarks and reserves?
Not all openers follow the standard pattern. The Ritz-Carlton, Melbourne opened as the tallest hotel in Australia and The Ritz-Carlton, Fukuoka opened in Japan in the same year. Furthermore, the ultra-premium Ritz-Carlton Reserve line had its plans for expansion underway with two new developments – the Nujuma resort on the Red Sea and the Nekajui resort on the Papagayo Peninsula in Costa Rica. Reserve properties are for those people who are looking for a remote property, but do not want the privacy to be as complete.
Notable Ritz Carlton Properties at a Glance
Below shows a range of existing and new sites. It reveals the qualities that are unique about each, not daily prices.
| Property | Region | Type | What Stands Out |
| The Ritz-Carlton, Melbourne | Australia | City hotel | Tallest hotel in the country |
| The Ritz-Carlton, Fukuoka | Japan | City hotel | Part of the brand’s Japan growth |
| The Ritz-Carlton, Kyoto | Japan | City hotel | Cultural and historic setting |
| The Ritz-Carlton, Tokyo | Japan | City hotel | Flagship presence in a major market |
| The Ritz-Carlton, Bali | Indonesia | Resort | Classic beach getaway |
| The Ritz-Carlton, Berlin | Germany | City hotel | European city escape |
| The Ritz-Carlton, Vienna | Austria | City hotel | Historic European capital |
| Nujuma, a Ritz-Carlton Reserve | Saudi Arabia | Reserve resort | Remote Red Sea privacy |
| Nekajui, a Ritz-Carlton Reserve | Costa Rica | Reserve resort | Papagayo Peninsula seclusion |
| The Ritz-Carlton Phuket | Thailand | Resort (rebranded) | Three pools and a signature spa |
The following is a general outline of what to expect during your stay.
Each property is unique. But there are some similarities throughout the portfolio.
Rooms and Design
Sleek, cozy rooms, plush linens and special touches. Design leans local. Even if the level of service is the same, a hotel in Kyoto will be different to one in Berlin. This harmony helps not to turn each Ritz Carlton into a copy paste chain.
Dining and Spas
One of the attractions is food. Some properties have a destination restaurant and/or bar, and some larger hotels have multiple dining choices. Wellness is equally as important; as demonstrated in the Phuket and Suzhou plans. Many hotels have the signature Ritz-Carlton Spa, and a treatment or workout is part of the day.
Club Level and Extras
Numerous hotels have a Club Level, that features a private lounge, food presentations all day, and particular personnel. Families benefit from kids’ programs at resort locations. In the meantime, business travellers are provided with meeting rooms and quiet work zones. That is, a Ritz Carlton can accommodate a variety of trips.
These are “Smart Tips” for booking a Ritz Carlton.
Luxury doesn’t have to be overpriced. Here are some habits that will help you to get more value.
- Join Marriott Bonvoy. The membership is free and may include benefits and points, as well as member rates.
- Compare rate types. If plans are not certain, opt for flexible rates as they will come with a higher price tag.
- Contact the hotel. Please inform staff of anniversaries or birthdays when booking. They are often generous, in response to their brand service culture.
- Verifying the actual name. Keep in mind that Hôtel Ritz Paris and The Ritz London are slightly different.
- Consider shoulder season. The fewer the number of people that are present, the more calm the service will be and cheaper the rate will cost.
Also, check out the fresh reviews prior to investing. Hotels are changing, staff is changing and standards may change from visit to visit. Even a small bit of research will save a significant amount of money when booking a Ritz Carlton hotel.
Should you pay for a stay at Ritz Carlton?
Well it depends on the value you put on it. If you just want a bed, it’s available at a lower price. But if you are looking for the service to flow with ease, sleek design and an event-like feeling when you are wearing the stay, then the premium is worth it. The brand is all about one thing and that one thing is hard to duplicate, attention to detail.
Consider the event as well. Bridal shows, anniversaries and milestone birthdays call for a special setting. Similarly, people who like a standard that is familiar from one continent to another will find a feeling of security in frequent travelers. In its entirety, you get your money’s worth at a Ritz Carlton if you’re planning to utilize what it has to offer.
Conclusion
The Ritz Carlton story has a historical and an experimental service component. It started with a Swiss hotelier, continued with a failed first chain, and is now a global luxury chain, as owned by Marriott. It has created a culture of problem-solving amongst staff rather than passing problems on.
Today, the brand is booming, particularly in the Asian market and is introducing ultra-private Reserve resorts. The result is that it can now be enjoyed more than ever by more travelers. Select the appropriate property, make an intelligent booking and communicate with the staff. Do so and a Ritz Carlton hotel offer a Ritz Carlton experience.
Frequently Asked Questions FAQs
Q1: Who owns Ritz Carlton?
Marriott International owns Ritz Carlton. The Ritz-Carlton Hotel Company operates as a subsidiary, and it runs as an independent division within Marriott.
Q2: How many Ritz Carlton hotels are there?
The brand has more than 100 hotels worldwide. Industry data counted 118 sites and 30,965 keys as of 30 September 2023. The company aims to reach about 170 sites as new projects open.
Q3: Is the Ritz in Paris a Ritz Carlton?
No. Hôtel Ritz Paris is not part of the Ritz-Carlton Hotel Company. It belongs to The Leading Hotels of the World. Likewise, The Ritz London is a separate hotel.
Q4: What is a Ritz-Carlton Reserve?
Ritz-Carlton Reserve is the brand’s ultra-premium collection. It focuses on remote, private destinations. Recent examples include Nujuma on the Red Sea and Nekajui in Costa Rica.
Q5: What makes Ritz Carlton service special?
The brand trains staff to personalize service and solve problems on the spot. It reportedly lets employees spend up to $2,000 per guest, per incident, to fix issues. Its Gold Standards and motto also guide daily behavior.
