The Ritz-Carlton, Amelia Island

Rated a 3 out of 5 since we stayed 6 nights during the week of July 4th, 2024. This was our second time at the hotel, and we returned because we loved the relaxed ambiance and welcoming atmosphere. We purposely booked during this week at this hotel to decompress. We had rented a car to drive into Fernandina Beach as well, since we enjoyed the casual vibes, shops and the Salty Pelican restaurant. The first few days were exactly what we had hoped for. Friendly staff in the halls, pool attendants with welcoming conversation, excellent meals at the restaurants and lovely spa employees. Calling down to the valet to have our car brought around worked well. Love the open spaces for kids to play just off the outdoor dining area, Our son is older now, but what a great layout for parents to be able to sit and relax while watching the kids play ping pong and mini golf. We talked about whether we should stay at the hotel for the 4th Barbecue or go into town. Sounded like a lot of fun activities, especially for kids. The later afternoon of July 3, we started to notice a change. People in lines in the lobby to check in and more people sitting and waiting. The desk and valets were overwhelmed. The day of the 4th, I got breakfast sandwiches and coffee from the coffee shop (truly excellent selection!) and headed out to the pool to read the paper on my tablet. My husband had gone out ahead of me to get chairs set up and when I brought our things out, he let me know that he had gotten on the wait list for pool chairs. ??? Walking out to the pool, I passed LONG lines of kids and hot parents waiting for the one face painter and one person to twist balloons. The pool attendants suggested that there might be chairs out at the beach. We walked out to the beach, got set up with chairs and an umbrella, excellent morning. In the early afternoon, we packed up at the beach; husband went back to the room for a nap, I was hoping for some pool time. The pool attendant let me know that there was a chair available in the "overflow" area. ??? This was a raised concrete area with few umbrellas for any shade and older mesh lounge chairs that did not meet Ritz Carleton standards. Totally understand having an extra area for larger hotel capacity, but would expect that any chairs and umbrellas pulled out of storage would match the comfort of the existing pool area. Also, towels were hard to come by at this point. It really appeared that the hotel pool area, cabanas, pool bar, etc were tremendously over crowded. I also saw families going in and out through a side gate, in back of the hot tub area and restrooms, so it appeared that more than just hotel guests were invited for the big 4th of July celebration. Condos next to hotel? July 5th morning was much more typical. I was talking with a couple at the pool, hot tub area. They had planned to host friends at the Ritz for the long weekend, but were checking out due to the chaos of the 4th. It was their first time staying at the loc

I recently visited this spa two days, back to back , and I wanted to share my experience regarding the service I received. I was so disappointed. I have been auditing businesses for years and I enjoy it. So, when I go somewhere I can't help but critique it and notate the entire experience inside my head. Something similar to what I would do had I been hired to be there. When you work hard to save your money for a high quality experience, that's exactly what you should be getting. It’s what I expected from this name. When it isn't, silent alarms begin to sound. You can only take so much before it’s ruined and you have to say something. I appreciate Diamond standards and that is why I chose this spa. I have visited many Ritz Carlton Properties, including this one, on numerous occasions. Yet, this was the only time where I noticed a significant amount of flaws in both, the customer service and the facility maintenance. There are many areas where improvements have to be made, to meet the high standards associated with a 5-diamond rated spa. 1. Customer Service: It’s essential for a luxury spa to provide impeccable customer service. The lack of warmth and attentiveness during these two days were concerning. Attendants should be readily available to assist guests. The negative attitude from some employees were disappointing. Guests deserve a pleasant and welcoming environment. Quality amenities like beverages should be consistently available/delivered. They should always have an attendant to walk you back, assign you a locker, and make sure you have everything you need…. Especially if you’re pre-ordered something. 2.Attention to detail The facility should regularly be checked and maintained, (at least every 15 minutes) but they were not. Trash bins and laundry bins were overflowing. There was trash piled on the tea table in one room and discarded yogurt containers caused an odor, like rotten fruit or dirty feet, in the other room. It was very unpleasant. The showers were all dirty (other than one handicap stall) for over an hour before I finally said something to Ms. Bernadette. The wet lounge smelled musky/moldy. There was not an adequate amount of bottled water throughout the entire facility. It was very sad that they had no fruit infused water. A couple of places you could find the distilled water, but it is nasty and a known fact that it is not healthy or to be trusted. Each day I had to ask for eucalyptus spray even though they’re supposed to spray the steam room, but since they don’t properly maintain the facility, it doesn’t get done. 3. Treatment Quality: While the treatments themselves were satisfactory, they fell short of the exceptional experiences I’ve had at other 5-diamond spas. I expected a more personalized approach and a deeper understanding of my specific needs. I wanted to enjoy every bit of the time I paid for. Sadly, I did not. The therapist came to ask an hour before our appointment if we wanted to be seen earl

The highlight of our day was at Coast Restaurant. The food was wonderful and prepared with excellence. What really made our visit was our waiter, Sebastian. He was knowledgeable, wonderful in service and made our experience memorable. We will be back!

We just returned from a four night stay at the Ritz-Carlton Amelia Island. Here is my review to the extent that it is helpful. What was great: The bikes! We took bikes out two different days, they had sizes for everyone in my family and helmets and bike locks. The bikes were in excellent shape. The adult bikes had storage in the front for water bottles and purchases. The staff was able to explain the best routes with bike trails and we safely explored the island and had a blast. The staff. Everyone was helpful and friendly and kind. The pool. The outdoor pool is heated to 84 degrees, so it was warm even if it is a cold day outside. The pool is open until 11PM, so we enjoyed several late night swims. The club. Staff at the club was very accommodating and the food was delicious and a good variety and the space was beautiful. They also provide board games and a fire in the evenings in the club. What was not great: The crafts. Probably the worst I have ever seen at any resort-style hotel, let alone an expensive one. For example, the keychain craft was a tiny wooden keychain from the oriental trading company that retails for $0.50. The craft was to color this with their washable markers. This craft took my children two minutes to complete, and the keychain then bled all over their hands from the markers. Cost $10 each for this. Adjoining room cost: We booked two rooms, one for the kids, and one for us. When I called to request adjoining or inter-leading rooms, the hotel told me that they were sold out on the nights we requested and the only way to guarantee the adjoining rooms was to pay an extra $50 per night. So, I caved and paid, only to find that the first night we were there, the hotel was not sold out and there seemed to be plenty of extra rooms. I was also unclear on why it was necessary to pay the $50 for each night - would they have moved our rooms in the middle of our stay if I had not paid for all four nights? Still mystified regarding whether the $200 I paid was necessary and I did not care for the pressure-sale. What was good but could have been better: The beach. The beach is gorgeous with beautiful water, sand, and shells. We loved it and went every day during our stay. The hotel advertises providing beach chairs and umbrellas that they set up and provide as part of the resort fee, however this was not offered for any of the days we were there. So, we had to find our own chairs and haul our own towels, and there were no umbrellas. Not a huge deal, just annoying. Some of our days there was an afternoon thunderstorm, but the mornings were always clear. All in all, it was a great trip, just some minor annoyances. Hope this is helpful.

There are aspects of this place that I truly enjoy but others that are disappointing. We arrived here in July for 3 nights stay after leaving the Waldorf in Orlando. Upon arrival there were major gaps beginning with the fact there wasn’t anyone there to take my car and I had to go to the front desk and wait. Upon checking into the hotel I was told my lifetime platinum status wasn’t eligible for an upgrade because they can sell those rooms. Then I got to my room and was surprised by the absolute negative condition, which I will show in my pictures attached. There was water damage from the shower on the wall, discolored walls from damage, hand prints on the glass, hair on the bed and in the shower, food pieces on the patio and stains. This is an $800+ per night room. The staff wasn’t friendly, whatsoever when I discussed the issues. What I do love is the hotel lobby sushi bar, the smoked old fashions, the pool area and how attentive they are in making sure you’re comfortable and the poolside service. The poolside chairs are very nice and the exercise room is excellent. I will say when I had dinner at the lobby bar sushi and three old fashions for me and two glasses of wine and Asian for my wife the waitress said “ I didn’t realize you were going to sit here so long”. That’s after I gave her over a $100 tip. The friendliness between this hotel and other high end, especially the Waldorf was noticeable. All in all, the property has positives to offer but it was a real let down.

We have been coming here for years for our anniversary and before we came this year, I thought this would be the last time because I thought we needed a change. But I was wrong! This Ritz Carlton always has the best service and the best accomodations. I had one of the best massages that I've ever had and my facial was amazing! The spa has had a beautiful renovation and they exceeded my expectations. Our hotel room was so nice and the staff made everything special. Thank you Ritz Carlton Amelia. You did it again! We'll be back!