THE CARLTON, MOSCOW Reviews

The environment is not bad. It was the first time I met someone who didn't refund the deposit after checking out. I called and said that the deposit would be refunded after 20 days...

The room is small, the facilities are old, there is no toothbrush and toothpaste

nice

Great hotel with great staff. Everyone goes the extra mile to make the stay memorable and special. The people at the front desk (Marina to name one specifically), the people from the concierge service or the duty manager Rassul.

My LV shoes were stolen in the hotel. I have visited Moscow with my wife for the winter holidays, we decided to stay at Ritz Carlton Moscow. It was very disappointing as my shoes were stolen, I have put three pairs of shoes outside my door for polishing at around 11 pm for it to get polished (the employee of the hotel told me to do so if i want my shoes polished) so I placed two pairs of my wife’s shoes and my shoe outside the door and only my wife’s shoes came back from the polishing. My shoes went missing, we informed the hotel employees and the manager and all they did is told us that they will check the cameras ( by the way the corridors don’t have them). The first day of the incident no one called us to follow up we had to request to see a manager in order to follow up and not much concerned was shown whatsoever. I have asked for an incident report three times and haven’t got one. Overall the employees of the hotel were acting cold and not very cooperative. I am not blaming anyone, I just want to elaborate that it is a shame for such a thing to happen in Ritz Carlton which is located in the best street in Moscow, this incident just ruined the whole trip. It was my warmest pair of shoes and can you imagine being left with no shoes at -20 degrees…

Amazing Location, at a walking distance from the Red Square. The Hotel has very nice, ample,newly refurbished rooms. The elevator lobby is nicely decorated, but there’s only one way to the lobby in the whole floor, and only one way to reach there. So you have to walk the whole floor across all rooms to get to the lobby. Breakfast was very delicious, and the staff at the restaurant were so welcoming, they used to get to our table to place our special orders of omelettes instead of us waiting at the cooking station. They kept replenishing our table with their amazingly delicious fresh juices and kept checking if we need any coffee or tea refills. The Hotel is still having some refurbishment works, so it’s a bit noisy during the day at the lobby. Although the Four Seasons hotel is right at the entrance of the Red Square, the night at this hotel is half the price and just a walking distance away through the heated subway.

I use to stay more than 100 nights a year in hotels worldwide. I am also a regular guest of the Ritz Carlton Moscow. The level of commitment and customer service of all the staff of this hotel is simply outstanding and second to none. To just give you an idea: at my current stay I caught a severe cold. 2 members of the exceptional Lounge team recognized my sickness and arranged for a ginger tea, cookies and a warming blanket brought to my room, together with an accompanying card (see photo). I have never experienced any other hotel in the world with such caring staff. They really always make me feel home away from home.

I absolutely loved staying at the Ritz-Carlton in Moscow! We had a city view room with two twin beds. It was impeccable! The cleanliness was top, the house keeping was making the room twice a day, everything was well-maintained and thought out. There was Nespresso machine and kettle in the room. We used their spa, which was fantastic- there is a great pool, several saunas and a steam room. The location is unbeatable- right next to the Red Square. Although, they were having some works at the hotel, we were not disturbed by the noise. I fell in love with this hotel and will definitely be back!

(Photos only)

The Ritz has become much worse and is 100% not worth the money: 1) my family and I took a panoramic room for 150 tr with a separate living room, where I asked to put a separate bed, and when I came to bed at night, it turned out that the bed was short and my legs were just hanging off, and by height I’m not a basketball player 😄 2) the table floor lamp in the living room would not turn off at all, I had to call a technician at night, who also could not turn it off, and simply unscrewed the light bulbs from it 🤦‍♂️ 3) the air conditioner in the living room did not work and did not maintain the temperature 4 ) the receptionist in terms of communication and professionalism seems to have been taken from a former McDonald's. So much for the “premium” quality and service of the Ritz Carloton...

We stayed at the Ritz for the second time, since the first one (on the club floor) was pretty good. But on our last visit, we were put in someone else's room (which followed from the letter on the table and the prepared stay for one guest). We warned the reception about this, but there was no reaction; both days they prepared a room for one person. In the morning, they refused to let us in for breakfast (which we paid for!), because due to confusion with the numbers, apparently, the payment information was lost, and we stood outside the restaurant for about 20 minutes, waiting. As a result, we didn’t have time to have breakfast. During all this time, the hotel staff made no apologies or attempts to correct the situation. The only thing worth noting is the forehead bar (Yuri and Olga) - the guys there work very professionally and kindly.

I sincerely express my gratitude to Karina at the reception for her friendliness, politeness, highest professionalism, and constant desire to help! Many thanks to her for changing the room to a quieter one, now we will make such requests in advance.. We have already lived in all five-star hotels in Moscow, but now only to you! Take care of such wonderful employees, because more often than not the human factor influences the desire to return to the same hotel again and again!

👍 The hotel corresponds to the declared category. After the renovation, the interior became much more interesting. The staff strives to provide guests with the highest level of service. This is certainly a worthy flagship of the industry.

Good evening. Very pleasant a**osphere in the lobby bar and lounge. High service, and greeting of guests by waiter Olga. Very pleased with the service. Olga wonderfully creates an a**osphere of coziness and comfort in the establishment. Thank you. We will visit again!!!! ♥️