The Ritz-Carlton Properties in Chengdu

In May, I booked my stay at The Ritz-Carlton, Chengdu via Ctrip. The first four nights were paid in full and non-cancellable, while the last night was set for 'pay at hotel' due to an uncertain itinerary. Upon check-in, the front desk associate requested payment for both the last night's room fee and the deposit upfront. The guest repeatedly tried to explain and requested to pay them separately, but the associate couldn't decide and called over a female manager. After understanding the situation, the manager agreed not to collect the last night's room fee immediately, but then demanded a higher deposit. During the conversation, she was adamant about the amount, leading to a 15-minute standoff where voices grew louder. This attracted the Director of Rooms. After the guest re-explained their request, the Director not only further increased the deposit amount but also emphasized that it was 'company policy' and 'unalterable'. The guest had previously stayed at several other Ritz-Carlton properties and always had excellent experiences, which is why they chose The Ritz-Carlton, Chengdu. They were completely unprepared for such a scene. The Director insisted it was 'The Ritz-Carlton, Chengdu's own policy'. Although he verbally offered 'Is there anything else I can help you with?', he completely disregarded the guest's requests, displaying an arrogant and rude attitude, behaving as if the guest either had to pay the demanded deposit or simply not stay at the Ritz. Of course, he knew the guest had already paid for four non-cancellable nights! This standoff continued for another ten minutes. Exhausted from traveling for days and in urgent need of rest, the guest eventually gave up their demands and paid the 'company-mandated' deposit to check in. After entering the room, the guest noticed the alcoholic beverages provided (as shown in the picture), with prices ranging from hundreds for liquor to tens for soft drinks. It made them wonder if most guests actually have a demand for hundreds of yuan in alcohol consumption, and if the hotel's deposit policy was somehow related to these beverage costs. This experience at The Ritz-Carlton, Chengdu significantly diminished the guest's perception of the Ritz-Carlton brand. While the hotel's hardware was commendable and the room cleaning service satisfactory, the rude and uncivil behavior of the front desk staff was truly off-putting.