The Ritz London

My friends arranged an evening at The Ritz Garden for my birthday on 18 July. With it being The Ritz, and the Garden being a new summer experience, we genuinely had high expectations and were looking forward to a beautiful evening together. Unfortunately, it turned into one of the most disappointing hospitality experiences we have had. From the beginning, some of the staff felt unwelcoming. We were quietly taking a few personal photographs with the garden backdrop, without disturbing anyone, yet were made to feel uncomfortable with looks and expressions from staff. Other guests were taking photographs too, so we couldn’t understand the issue. Once seated, I ordered a Coke. As I lifted the glass towards my lips, without knocking it against anything, the glass suddenly cracked around the bottom and separated, pouring Coke and ice all over my white outfit. More shocking than the accident was the response. Instead of asking if I was okay, helping me or apologising, I was immediately told that I must have done something to the glass. Several staff were around our table, yet nobody initially helped me or even cleared the mess. I asked them to check the CCTV above our table rather than accuse me and eventually had to ask them to clean the area while I went to the bathroom to sort myself out. The toilets, unfortunately, were also far from the cleanliness I would expect at The Ritz. We asked to speak to someone senior. While waiting, we then noticed several mice running around the Garden. Naturally, we became uncomfortable and raised it with management. To our disbelief, our concern was initially dismissed and we were essentially told we were making it up. Almost unbelievably, while we were having that conversation, mice appeared again. Guests at another table saw them and started screaming too. At that point there was obviously no denying it. I have video footage, which I am attaching to this review. After considerable discussion, we were eventually moved inside because we no longer felt comfortable sitting in the Garden. By the time we relocated, our food had been sitting around and was served cold. What was meant to be a relaxed birthday evening had turned into hours of dealing with one problem after another. We were initially offered complimentary soft drinks as compensation for my clothes. We don’t drink alcohol, so these were simply Cokes, water and other non-alcoholic drinks. After we complained about the cold food and how much of our evening had been lost, we were also promised an adjustment to the food bill. When the bill arrived, however, what had been agreed was not reflected. Once again we had to call someone over, explain everything and send the bill back. Eventually, a 50% recovery adjustment was made, which we appreciated, but by then compensation really wasn’t the point. We had spent around four hours there, much of it dealing with complaints, waiting, being moved and repeatedly having to explain ourselves. Accidents happen. A glass can break. An outdoor garden may occasionally have issues. Food can go cold. What made this experience unacceptable was the way each problem was handled. Being blamed rather than helped after the glass broke, having the mice dismissed until they appeared in front of everyone, having to push to be moved, and then having to chase what had already been promised. For somewhere with the reputation and service standards of The Ritz London, we expected warmth, professionalism and genuine hospitality, especially when something went wrong. My friends arranged this as a special birthday evening for me. We arrived excited and left deeply disappointed. Sadly, this was not the Ritz experience we expected.

The Ravioli Bar is the official place to sit and have an afternoon cocktail although I prefer to sit outside the Bar in the grand corridor lounge area watching everyone pass by all dressed up for their afternoon tea and soaking up the impeccable elegance and atmosphere. On this occasion though we sat in the Ravioli bar which is decorated in gold and dark walnut, its has a 1920’s feel reminiscent of a Jeeves and Wooster. It has a peaceful atmosphere but still lively enough with a mix of excited holiday makers experiencing The Ritz for the first time, business drinks, elegant shoppers enjoying a well earned refreshment after having done battle with the streets of London and those enjoying a catch up. The service is always exceptional at The Ritz as you would expect. The cocktails are expertly crafted using the finest ingredients, just be careful you don't order the £300 cocktail by accident. I am a fan of the Vesper Martini although equally its very pleasant to enjoy a glass of Champagne. The drinks start from about £20, a little less if you choose a port, cocktails are around £25 provided you stay away from the special menu or you could get a shock. With your drink you are given nibbles of olives, nuts and crackers which I think is such a nice touch. Given its Iconic status around the world The Ritz is somewhere you should visit at least once and enjoy being spoilt in one of the most beautiful setting imaginable.

Classic old-school London glamour. Beautiful interiors, excellent cocktails, and a great atmosphere for drinks. Expensive, obviously, but worth it for the experience.

Visited for drinks on nye, overall the decor & vibe is lovely, non alcoholic drink options didn’t taste the best having had good drinks at other hotel bars (The Plaza NYC, Lanesborough) but it’s definitely a visit to experience & take in the decor! Signature chocolate mousse dessert was delicious 💫