I stay
in a lot of hotels. I have experienced the best and the worst in the industry. For
the most part, I don’t care about cost, opulence, or even service as much as I
care about a memorable experience. Often, it’s the cheapest lodging in a town
that can give me that. But, when the best is demanded and expected, except no
substitute to the gold standard of hospitality; The Ritz-Carlton.
Building:
Location: For my stay at the Ritz-Carlton in Guangzhou, China, it
was the perfect location to fit my needs of a quick overnight getaway.
Being in the heart of Zhujiang New Town (Guangzhou’s glitzy and glamorous
central business district) there are all the luxury brand offerings to choose
from. All of them have great facilities and access to all the business
locations and tourist attractions and all for about the same price. But, like
many Ritz locations around the world, the front of the line (even by a half a
block) ensures, for lack of a more complex term, the best. It’s steps to the
major plazas, malls, shopping, business, world-class entertainment, and
museums… the very heart of the young and vibrant pulse of China’s southern
powerhouse city, Guangzhou. 
Facilities: Opened in 2008 and
partially renovated just last year, the 351-room property is located on the
upper floors of a large tower and shares all the facilities with the
Ritz-Carlton Residences on the lower floors. They are first class. It doesn’t
matter when a building is built. With proper maintenance and upkeep, they can
look as good as new, and they do. The fitness center is well appointed and
missing nothing, the swimming pool is outdoor but offers plenty of shade from
the summer heat with its Roman design theme. The spa is sprawling,
the dining options are just right for a property this size and the function
rooms can br
Amenities: Again, the best.
There’s no shortage of bottled water throughout the property. 6 in the room
when you check-in and countless others strategically position throughout. The
rooms have everything that you’ll need and in good working order. The
“Japanese” electric toilet is simply a must-have in any 5-star property and
surprisingly in China, it's missing in most. The cleanliness of a self-cleaning
toilet and a heated seat are “no brainers” that unfortunately gets forgotten by
other brands. The mirror TV in the bathroom, volume controls everywhere,
high-end toiletries, soft branded robes, a walk-in closet. Hell,
even the hangers were a heavy wood that smelled like… well, wood. If it’s not
seen, just ask for it… they will provide.
Décor: Ritz properties have a traditional feel to them, for
the most part. In the last 15 years or so, the company has recognized the
changing tastes of luxury travelers and a new, young, hip trend in hospitality.
The trick here is to maintain their traditions yet not alienate the next
generation of customers. They have been succeeding in this endeavor
beautifully. Some property décor has gone ultra-modern, but not in Guangzhou. It
keeps with a traditional styling that for some might not be ideal, but for
others will feel like the elegant environment they have been accustomed to.
Yet, the Ritz in Guangzhou has a trick up its sleeve. Hidden in
the familiar furniture pieces that look as though they’re from the last
century, are all the switchgear and electronics the modern guest demands. The
moldings, lighting, furniture, glass, all look and feel expensive. And although
the pieces are mass-produced and in every room in the building, they feel as
though they’re one of a kind just for you. Fresh flowers adorn in all the right
places without being too overwhelming. It’s tasteful. it’s traditional but with
modernity hidden between the lines. It’s like a middle-aged lady who is hipper
and sexier than women half her age, and she knows it.
Service
Staff: My ratings for each category only go to 10.
But, for one time only I will be making an exception to this rating. It’s going
to 11. Why? “it’s just 1 louder than 10”. Books have been written about the
service quality of the staff at Ritz-Carlton. Their management and customer
care training programs have been separated and outsourced to the largest
companies in the world as the bar to beat. Any hotel can hire people. At the
Ritz, they “select”. There’s an important distinction here and it reflects the
type of people employed. The way the staff is treated by the
company as a whole with all the benefits, perks, reward and recognition,
advancement opportunities, travel incentives, cross-training, and a recognition
of the importance that everyone contributes to the machine from the GM at the
top to the lonely dishwasher in the kitchen. All are treated like ladies and
gentlemen. When you treat your staff like this, they will treat the customer like
this. It is an endless cycle of service and reciprocation that feeds on itself.
This is something I can write books on with endless case studies to support my
assertions.
You can see it in the small details if you know what to look for.
The sincerity of the front desk agent who asks you “did you enjoy your stay?”
and she really cares about your response. The random employee who when asking
for directions to a particular part of the hotel doesn’t give you directions,
but actually drops whatever they’re doing to lead you there. The credo card
that can be asked for by anyone at any time. The elegant greeting of “How many
I assist you?” instead of the drab “Can I help you?” that makes me cringe. The
ending of every encounter with a guest with a final inquiry “Is there anything
else I can assist you with?” In my stay, I met many people throughout the
property as I walked around and enjoyed the facilities. Later in the evening,
when I came back from my birthday dinner, there was a stuffed animal, a
chocolate cake, a fruit plate, a custom key card with my name imprinted on it,
a hand-written note from Jenny at the front desk and an additional birthday
card that everyone whom I had encountered during the day had personally signed.
“These go to 11”
Food: Unfortunately, I did not eat at the hotel during this
stay as I had other plans at a Mexican restaurant for my birthday dinner a few
blocks away. I asked about the dinner buffet which exceeded 400rmb per person,
as you would expect at the Ritz. The chocolate cake they sent to my room was
divine. But, having eaten at many Ritz dining options in the past, I can give
them the benefit of the doubt that their food is tops with Michelin awards on
every wall. I will score them high just by reputation.
Cleanliness: The army of
housekeepers and engineers that keep a hotel like this running are the true
heroes of the hospitality world. It’s a relatively thankless job that doesn’t
get the credit deserved by guests. Here, along with the recurring maintenance
and deep cleaning schedules implemented by management, there wasn’t a spec of
dust, crud in the gaps, or cobwebs behind the doors. Every inch is polished and
mirror clean. During these times of the pandemic, one can feel a sense of ease
walking the hallways here. Hell, even the gold plate near the elevator that states
“in case of an emergency, use the stairs” was perfect.
Experience
Comfort: Luxury hotels need to be comfortable… duh. This is not
lost. The bed is heaven… I didn’t want to wake up in the morning. The
cleanliness of the rooms and everything all around just adds to the feeling of
total comfort. The “traditional” furniture is more design over function if you
can believe it. It’s comfortable, but not the most comfortable I have ever
experience. I admit this is a personal preference.
Uniqueness: Anytime you have the
good fortune (and fortune) to stay at the Ritz-Carlton, it is a unique
experience. Unless of course, you’re a baller. I’m a teacher… so, yeah. I
absolutely loved playing around the property and feeling like a king for a day.
The other guests around are feeling the same way and the staff is all too proud
to provide that unique experience that you simply cannot find consistently
anywhere else. The combination of that mystique and property location that is
just a nose in front of the competition makes it a standout property.
Value: This is so hard to judge properly and objectively.
For at the Ritz, the experience is so personal that what is deemed as a good
value with vary from guest to guest. Of course, you will pay a lot
more money to stay here. How does this award-winning property management
company justify the high price tag? Well, that’s part of the
mystique. Their reputation is everything and they will cover any
expense to protect it. And when they deliver, the price is justified. You
don’t stay at the Ritz-Carlton for a shave and shine. You stay for
the service, the food, the cleanliness, the comfort, and hopefully the
memory. If you just want a hot shower and movie while laying in your bed, you
won’t get the value you’re looking for. If you’re looking for the best
experience possible and you’re willing to pay for it, the value can be
found.
Rojo Rating:
Location: 9
Facilities: 8
Amenities: 9
Décor: 8
Staff: 11
Food: 8
Cleanliness: 10
Comfort: 8
Uniqueness: 9
Value: 8
Total: 88/100
It was my 41st birthday. And because of the epidemic
throughout the world, I am more or less stuck in China and cannot travel home
to see my family and celebrate with them. So, the Ritz-Carlton made my stay a
great memory that will last until next summer. They turned what has seemed to
be a never-ending nightmare of false starts, breakups, and let-downs that 2020
has given me and everyone in the world, into a day of hope for my little world
and my future in it. At my age, that’s what birthday celebrations are supposed
to be. Thank you, Ritz-Carlton Guangzhou.
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