The Ritz-Carlton, Nanjing

This is my third stay at the Ritz-Carlton Nanjing this year. This time, I just wanted to relax at the hotel, eat, drink, and chill. I booked an Executive Deluxe King Room and had requested a room on the Executive Lounge floor in advance for convenient dining. This visit, I noticed that breakfast now offers a semi-buffet with an à la carte menu, featuring dishes like old duck vermicelli soup, braised beef brisket noodles, lard residue wontons, scrambled eggs, and fried eggs. My favorite from breakfast is the old duck vermicelli soup. For the light lunch, the almond prawns and pan-fried buns were also good. We skipped afternoon tea this time. The freshly grilled lamb chops and grilled sole at dinner were both incredibly delicious. They offer two different freshly prepared signature dishes daily, all of which I love. I particularly enjoy their champagne – it's superb! For evening desserts, the eight-treasure porridge and white fungus soup are very tasty. From 9 PM to 9:30 PM, they also have four types of cocktails, all excellent. Coming here to relax for a few days after a busy work schedule is absolutely wonderful; I didn't even want to leave the hotel! The staff at the Ritz-Carlton are incredibly warm and polite. When I checked in, the young lady immediately said, "Welcome back, Ms. Luo!" And when we arrived at the Executive Lounge, the male manager asked, "Did you bring your Labubu again this time? And would you like your usual table?" They truly remember their guests very well, making you feel right at home. This is genuinely a hotel you fall in love with after just one night's stay.

This was an incredibly disappointing and infuriating stay. I had booked a continuous five-night stay in an Executive Lake View room, at a price of over 4,000 yuan per night, but the service attitude was absolutely terrible, I encountered rudeness I'd never experienced before. The room I was given had a very strong and pungent odor. The butler admitted on the spot that there was indeed a smell, so it took over an hour to change rooms. I was then given a lower-floor room of the same type. So, because of the hotel's room issue, I had to bear the hassle of changing rooms and getting a downgraded floor. I suggested changing to a room of a similar price point, not facing the lake but slightly larger, and was told I'd have to pay an additional 403 yuan per night. Even as a Ctrip Black Diamond member, and even after going through the trouble of changing rooms late at night, the hotel butler offered no substantial compensation, only a verbal apology for the inconvenience. At this point, I didn't want to pursue it further. Given how uncomfortable the hotel's service made me feel, I requested to stay only tonight and check out tomorrow morning, canceling the remaining days of my booking. The butler's response then made me absolutely furious. After a nonchalant apology, the butler explained the cancellation process, effectively implying, 'If you want to cancel, then cancel, just follow this procedure.' Who gave you the right to treat a Ctrip Black Diamond customer, who booked a five-night executive room and was bothered all night by a room odor, with such rudeness? Of course, I have already canceled and rebooked another hotel in Nanjing. As for the disrespect, neglect, and disregard I experienced from The Ritz-Carlton Nanjing, I will pursue all avenues to reclaim my rights.

This was my first solo trip, and I was so well taken care of by Gillian from the guest services department! She helped me with my luggage all the way, introduced me to the basic facilities, and even sent a souvenir through a colleague while she was off duty. I'm so happy! 🥰 The hotel's infrastructure is also very well maintained.

The bathtub in the executive room is tilted in the corner, which makes the room layout feel a bit off. The phone volume in the room is very low, making it hard to hear. There's dust on the cabinet, and the room shows a little age after six years. The welcome fruit could be improved. However, the lounge's five meals a day are excellent, and the turndown service is also on point. All staff greet guests upon seeing them, and they respond quickly to requests. The car service is also very good. The hotel's location is superb, making it very convenient for shopping at Deji Plaza. The bedding is still comfortable, and the air conditioning adjusts well. The spa was very relaxing, and they even gave us mooncakes for the Mid-Autumn Festival. Thank you!

My stay experience was excellent, especially thanks to Evonne from Guest Recognition. Her service was warm and thoughtful; she prepared mooncakes and many other considerate snacks, truly thinking of the guests. The greeter at the door was also very observant, proactively coming over to help with my luggage from a distance. Overall, everyone's service was superb!

Our check-in was a bit unpleasant. We arrived at 2 PM and were told that check-out for our room wasn't until 3 PM, so cleaning couldn't start yet. We waited a long time without any updates on the specific timing. Eventually, they offered us afternoon tea as compensation. We chose this hotel partly because we were attending a concert, and also because we heard Jay Chou stays here. We figured that's why rooms were slow, given how many staff Jay Chou likely has, so there wasn't much they could do. Overall, our stay was very comfortable, and the service was excellent! Also, the complimentary macarons from the hotel were absolutely delicious!

A huge shout-out to Cecily from Guest Relations! She gave me a room tour and made me feel right at home. Her initial approach was very professional, asking about the purpose of my visit to Nanjing. After learning it was my birthday, she even wrote a handwritten card and gave me Nanjing bookmarks. The turndown service was excellent; after seeing me drink tea, they proactively placed extra tea bags on my desk. The bar atmosphere was also great. I even left an item behind, and the Housekeeping Manager called me about it. It was a wonderful experience, and I'll see you again next year! My only suggestion is to pay a bit more attention to room maintenance. Capella is opening at the end of the year, so I hope the hotel feels a bit of a sense of urgency.

This was my first stay at the Ritz-Carlton Nanjing, and I'm so grateful to Gillian from Guest Relations and Julie from Guest Recognition for the thoughtful little gifts and the travel guide! 🥰 The hotel's location is also super convenient, right next to Deji Plaza, where you can eat, drink, and shop all in one go, plus there's an art museum to explore~