Review Time
We expected so much more from this hotel, the staff appeared uninterested in any sort of level of service and the food was a little disappointing for the price. We have experienced far better service and food around London at establishments with far less pompous staff!
Egg roll was over powering with the shallots, would not know there was egg in the roll, friend had her coffee pot refilled and when she went to drink it it was cold,had to ask for a glasse of water, most places always have a jug of water on table, disappointed with the experience for being over a hundred pound each.
We made the booking for breakfast over one month in advance and recevievd a confirmation email which informed us of their rules regarding dress code, cancellations, service charge, etc. We accepted all of these terms and conditions and understood the “penalties” for any failure on our part to abide by those terms. We did not feel these rules to be unfair: to enjoy breakfast at The Ritz we had to agree to deliver on our part of the bargain. It is, in effect, a contract. When I booked Breakfast at The Ritz I knew what I was looking forward to. Indeed it was very clearly articulated on their website: "A sparkling atmosphereAs the sun pours from the dining room’s grand windows, delight in grandeur with our refined Two Michelin Star dining experience in one of Mayfair’s most elegant Two Michelin-starred restaurants." "With sparkling chandeliers, towering marble columns, and soaring floor-to-ceiling windows overlooking the calm oasis of Green Park, the elegant Ritz Restaurant is widely considered to be one of the most beautiful dining rooms in the world." … and this is what I expected to be delivered. But it wasn’t. Because of the extensive building work currently being undertaken at The Ritz, there were no “floor-to-ceiling windows overlooking the calm oasis of Green Park” and so the room lacked that promised “sparkling atmosphere” that we had expected to enjoy “as the sun pours from the dining room’s grand windows”. I fully understand that the renovations they are currently undertaking mean that the windows overlooking Green Park are now obscured with dull plastic sheets – but that fact was never mentioned to me at any stage from the date of my booking (4 weeks earlier). Instead, their website continued (and continues) to promote the room as though it is operating normally. As I mentioned above, it is in effect a contract: we delivered our side and I had expected The Ritz to deliver on their side of the bargain but, even though they knew in advance that you could not do so, they never informed me. But I was charged full price. No explanations, no apologies. When we arrived (on time and appropriately dressed – as per the conditions laid down) the dining room was almost empty. We were shown to our assigned table. This table was on the front row of tables nearest the entrance to the restaurant (and furthest from the windows). The seating on our table (and, I noted, as with most other tables) was arranged so that almost every guest including us had their backs to the (now obscured) windows. In our case, we also had our backs to every other guest in the room. So, instead of being able to enjoy “one of the most beautiful dining rooms in the world”, we faced an empty space, a serving trolley, a pillar and the waiters serving area for the entire meal with every other guest sitting behind us. Had we simply walked in off the street without a reservation then I would understand that we may have had no option but to accept a table positioned with a restricted view and with our backs to the room and to all other guests. But we had booked over four weeks in advance. This was unfortunate; or just careless. It really made the experience somewhat more disappointing than it needed to be.I raised all of these issues in writing with the management within a few days of my visit. Despite several messages and reassurances that they had taken my comments on board, The Ritz refuses to offer any (even partial) refund and continues to advertise its restaurant as though it is functioning normally. In fact the breakfast room had all the charm of a gold-gilded air hangar. I was misled and feel somewhat ripped-off by all of this.
Part of my wife's retirement celebration. They didn't let us down. Warm friendly welcome, initial drink in the bar where everything was explained. Called through, and taken to a beautifully positioned table. We were looked after by some fantastic staff. The sandwiches and cakes were divine, the tea to die for and the total ambience, decoration and all round service was something else. We were encouraged to take photos as memories of the occasion and we left with such a feel good factor. It isn't a cheap experience but it is one that you should undertake and enjoy it. We were treated as royalty. Alistair and Christine Davies 7th Feb 2026
We expected so much more from this hotel, the staff appeared uninterested in any sort of level of service and the food was a little disappointing for the price. We have experienced far better service and food around London at establishments with far less pompous staff!
We visited the Ritz-Carlton Dubai for afternoon tea on the terrace on January 1st, hoping to start the year on a high note. Unfortunately, the experience was deeply disappointing and far below the standards one expects when paying premium prices—especially from a brand like Ritz-Carlton.Despite the terrace being nearly empty (no more than three other tables), service was practically nonexistent. We repeatedly had to go inside to ask for a waiter just to place our order or request basic assistance. No one asked about allergies or dietary restrictions, which is unacceptable at this level. When we asked the waiter to explain the savoury items, he had no idea what they consisted of. We are pescatarians, yet this was clearly not taken into account.Even after pointing out to the manager that we were not being checked on, the situation did not improve—in fact, it worsened. Water was placed on the table but never poured. Drinks, including the bottomless sparkling wine, were only refilled when we actively tracked someone down. There was no attentiveness, no anticipation of needs, and no sense of hospitality.When the food arrived, the presentation was rushed and poorly explained. The waiter could not identify the sauces and said he would check—but never returned with the information. Desserts were brought without asking whether we were ready. By the time we reached the scones, they were cold and rock-hard, and the tea had gone completely cold as well.After numerous complaints, we asked for the tea to be reheated. The scones, however, were not. At that point, we gave up trying to receive even the most basic level of service. Our water bottle remained almost full the entire afternoon—no one refilled it. Much of the food and dessert was left untouched.To make matters worse, I became unwell after eating the lobster sandwich. Even after informing the staff that I wasn’t feeling well, nothing was offered beyond a vague “What can we do?”—with no follow-up or concern.When we finally asked for the bill, it took an unreasonably long time to arrive. Upon speaking again with the manager and explaining everything that had happened (despite having already complained multiple times), his response was simply: “What do you want me to do?”—an astonishing reply in any hospitality setting, let alone a Ritz-Carlton.The only person who showed professionalism was Tran, another manager, who eventually understood the situation and kindly offered us a complimentary tea while we waited for our taxi.I am a loyal Ritz-Carlton guest and have always had exceptional experiences in London and the U.S. This experience was the complete opposite and does not reflect the Ritz-Carlton brand in any way. It was disorganised, inattentive, and frankly embarrassing.What should have been a beautiful start to 2026 turned into a complete disaster. The team (including the managers, apart from Tran) urgently needs proper training in basic service and hospitality. This was a total disappointment.
Sadly The Ritz managed to make a Birthday treat into a humiliating nightmare. Firstly I would say we were smartly suited for the pouring rain. Our journey into town is over an hour. My daughter and I wore jackets and palazzo trousers and both of us wore smart hats. However the staff, who I actually pitied for their miserable jobs, decided our shoes were unsuitable and we could not have afternoon tea. I explained I was not wearing gym shoes. I know the difference between a trainer and comfortable lace up shoe. Bearing in mind I am mid seventies and could see a man already seated in the same style of shoes. I asked for the Manager who then proceeded to tell me we would be charged full price for 3 afternoon teas. We suggested we could take the tea in the Foyer he refused. We suggested he gave us the food we were paying for to take home he refused. When we became more angry he agreed to cancel any charges. We had a very upsetting day and a shocking atmosphere was created in the foyer as they turned away 15 lovely people who we spoke to. Stay away from this dated passé establishment which belongs in another era
We had dinner at The Ritz last Friday evening which was a lovely experience with the surroundings, the staff, and decor, however the food was disappointing. The portion size was very small, especially the starters. I asked to change feta cheese for a hard cheese but for a starter but it was declined. The wine waiter was amazing and very attentive however our waitress was less attentive. The Entertainment was good but expensive @£57 pp, and very loud. Overall an amazing experience, but a limited menu choice.
We went on a Sunday special occasion believe the Lunch was awful beef wellington they signature was suppose to be med rare was overcooked the restaurant manager sent his apologies we asked for mustard it came as we were finishing my husband to wrote to them by email to complain as we did the room the staff covered they backs they are fair better hotels to go to don’t waste your time and money by entering the premises
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The best 5 star hotel experience in Piccadilly with stunning rooms and suites, afternoon tea, Michelin-starred dining and private dining at The Ritz.
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