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“Starting to Slip but still a leading property”

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The Ritz-Carlton, Grand Cayman
Ranked #3 of 10 Hotels in Seven Mile Beach
Reviewed 19 October 2013

We have visited this property too many times to remember, since it first opened in mid-2000 (shortly after Hurricane Ivan). What started out great has been on a steady decline. We usually stay in the Residences, but the troubles run throughout the property. We will try to highlight some here, as well as the remaining small glimmers of hope. The first thing you notice is that the service is not Ritz level. The staff has been thinned and rotated, but all for the worse. There is a serious training issue at this property as new staff takes way too long to learn the meaning of Ritz service. As we thought about this experience, we recalled the experience at the Westin 10 years ago before the Ritz opened. If it were not for Grand Cayman's beaches and weather, one might start to question the value. That is sad because just a few years ago this was not the case. We understand the manager has changed twice in the last few years and the jury is out on the newest, but the early anecdotal evidence is not positive. For example, a story is already circulating that the manager met with the Residence owners and announced that the Residence guests were "a bother" to the hotel. "Using services, lounge chairs, etc." If this is true, it is hard to imagine it could be good if people paying upwards of $1-3,000 per night were a "bother." If this is true, it speaks poorly of where this property is headed, because Residence guests and "regular" guests are not distinguishable. Let's turn to basic maintenance. The pool was plain dirty. One area had a moldy growth along the bottom and sides, and the tiles were rife with some sort of eggs attached. Various areas were undergoing maintenance, a good sign, but paint smells abound throughout the hotel. Workers were visible in various places mostly because they seem intent on being as much of a nuisance as possible. They block pathways, make as much noise by the pool as humanly imaginable, and are the most obtrusive we have seen at a premium property. The food, interestingly, was better. Although we visited at low season, and the place was likely at 10% most of the time, the food quality was maintained for the most part. The lounge chair cushions are old and badly in need of replacement. The fact that this is not underway makes one wonder if anyone is watching. This would seem a higher priority than painting the entrance doors new colors, which was in process. The gym and spa are definitely in need of attention. The gym has fewer pieces of equipment, spaced to take up the same amount of room (kind of a "maybe they won't notice" effect). The spa has seen some replacement pieces, but it was incomplete. Hopefully, that will be completed.
For those unaware, this property, which is independently owned and managed by Ritz, was taken back by the funding parties and recently came out of that receivership, sold to a NY financial group. The recent change "should" result in positive changes, assuming the new owners invest appropriately. The residences suffered the worst from this process. There is a real tension between the hotel management and residences (as alluded to in the rumor reported above), and this must be mended. The residences are a real attraction for families on a family friendly island, but the residence halls and common areas need a lot of work. Many of the residences also need work. Overall, Grand Cayman being as wonderful an escape for families as it is, this is the best the island has to offer right now. It needs some TLC and service improvement to keep it that way or the next premium competitor will quickly take it over.

Room Tip: You will pay more, but the ocean front is worth the difference (unless you're on a short stay...
  • Stayed: September 2013, travelled with family
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3  Thank warmweatherlovers4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 18 October 2013

Everything you would expect from Ritz.. The restaurants were incredible... Really everything was perfect.. You will not want to leave the resort for other restaurants, beaches, etc.. Very $, but everything in Grand Cayman is. One key would be to stay beach side, it really makes a difference.. It's family friendly and their are tons of kids...

  • Stayed: July 2013, travelled as a couple
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Thank ROBERTLOUISSTEVENSON
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 October 2013

This property was the best place I have ever stayed. The service was great. The staff really seemed to care about you and knew your name. We were greeted with complementary rum punch when we arrived and were given a tour of the property. We went during the off season and the we felt like we had the place to ourselves. The staff was very accommodating to all our request and provided an amazing experience for our whole group. They have equipment you can get on the beach for no charge for water activities and they have a great location on seven mile beach. They have two turndown services daily and the facilities are kept in great shape. If you are looking for somewhere to stay in Grand Cayman this is it! Impeccable!

Room Tip: Go during the off season and save on rooms and get an oceanview. Well worth the extra money.
  • Stayed: September 2013, travelled with friends
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Thank pkp426
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 October 2013 via mobile

Our first trip to Grand Cayman of many more in the future. After staying at the Ritz, we won't go anywhere else on the island. Perfect beach location, best pool and beach area. Sushi was so fresh, frozen drinks were tasty. Friendly staff all around. We noticed families as well as couples enjoying their stay. Breakfast was good, but pricey. October 3rd is slow time, which we enjoyed having great weather and any beach chair we wanted. Sunsets are amazing from any seat! Room 727 is renovated and overlooking the pool and beach, great room!

Stayed: October 2013, travelled with friends
Thank MamaMiaTravels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 15 October 2013

Not sure how you beat this! The pool is wonderful even with the work being down surrounding it. Staff were exceptionally nice and the Seven is a must. Our room overlooked the pool and love the new style. All the people we met during our stay were of the caliber that I have come to expect at the Ritz. We will be back!

Room Tip: Over look the beach you won't regret it.
  • Stayed: October 2013, travelled as a couple
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Thank toni b
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 14 October 2013 via mobile

We booked the Ritz 2 weeks prior to our trip. It was a game time decision because we needed to nail down our honeymoon plans. It was the best decision we made! I was a little hesitant with it being hurricane season but we were going to take the risk. We booked regular garden view room and when we arrived, the garden side of the hotel was under renovation so the upgraded us to oceanview suites!!! Even better, it was the residential suites with full kitchen and washer and dryer. We could not be happier. Everyone at the hotel was so friendly. Occupancy was very low and maybe the reason for the exemplary service. At any given time on the beach we would only see 2 other couples on the ritz beach property. It was perfect for us since we just wrapped up our wedding and just wanted to relax. The only minor complaint was the construction noise on our first day which we brought up to the staff. They offered multiple oceanfront rooms as a replacement which was very nice but we decided to stay in the room when they said they would handle the noise for us. We didn't have any issues after that. They were so sweet to accommodate us and follow up with us that evening and even day after to make sure we were ok. We befriended 2 ladies who worked at the concierge. They insisted that we send one our wedding photos to them so reluctantly we did. On our last day, the presented us with a canvas photo of one our pictures. Again, it showed the amazing service they provided. It was the icing on the cake for us. We are definitely returning.

  • Stayed: September 2013
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Thank SMDou
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 October 2013

Had a business meeting here. The service and meeting facilities was good. Breakfast was really good and the beach was beautiful. Overall a good choice of hotel for business. Staff was helpful and friendly.

  • Stayed: December 2012, travelled on business
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1  Thank Jheeva
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about The Ritz-Carlton, Grand Cayman

Address: West Bay Road, Seven Mile Beach KY1-1209, Grand Cayman
Phone Number:
Region: Caribbean > Cayman Islands > Grand Cayman > Seven Mile Beach
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Business Hotel in Seven Mile Beach
#1 Top resorts Hotel in Seven Mile Beach
#1 Romantic Hotel in Seven Mile Beach
#2 Family Hotel in Seven Mile Beach
#2 Spa Hotel in Seven Mile Beach
#3 On the Beach Hotel in Seven Mile Beach
#3 Luxury Hotel in Seven Mile Beach
Price Range: £359 - £1,300 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — The Ritz-Carlton, Grand Cayman 5*
Number of rooms: 365
Official Description (provided by the hotel):
Discover The Ritz-Carlton, Grand Cayman, a luxury two-tower resort on Grand Cayman in the Cayman Islands. Here, sparkling blue waters blend seamlessly with the sand and sky to create your perfect Caribbean oasis. Located on an archipelago of three picturesque islands, our Cayman Islands resort hotel offers a breathtaking location unlike anywhere else on earth. From the white sands of Seven Mile Beach to world-renowned restaurants including Blue, by renowned seafood chef Eric Ripert, The Ritz-Carlton, Grand Cayman luxury resort offers guests an unforgettable escape from the everyday. With a resort side including resort and garden view rooms and an ocean side for ocean view rooms the property runs from sound to sea. Residential towers are located on the ocean side. ... more   less 
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Also Known As:
Ritz-Carlton Grand Cayman Hotel Seven Mile Beach
Grand Cayman Ritz Carlton
Ritz Seven Mile Beach
Seven Mile Beach Ritz-Carlton
The Ritz-Carlton, Grand Cayman Cayman Islands

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