we have been going to the Ritz Carlton Club for over 10 years.This is truly a carefree vacation considering the entire premises and the staff that is there to take care of your every requirements. The apartments are impecaably maintained with very comfortable furnishings and very well equiped kitchens.

My family and I stayed in two Club access rooms (348F & 349F) from 12/26-21/31. Contrary to some earlier reviews found the staff to be responsive, friendly, engaging, and genuinely eager to make our stay terrific. We packed a lot in during our 5-Night stay. We had worked with the Concierge Olivia prior to our arrival and from our pick up at the airport to our return trip everyone we encountered was great. We used the cabanas by the pool on two days and that was great. The pool deck is a little cramped do construction on an additional family pool (with a large slide) that looks like it is going to be wonderful. However, the staff works hard to accommodate you lounger needs both by the pool and on the beach. Dinner reservations made by Olivia went off without a hitch and both meals were great. By the way the dinner cruise to St. John is well worth it. Rooms are obviously remodeled and are very nice. The view was great! We ate at two restaurants on property: Sails (poolside restaurant) and Alloro Italian both we’re good but Alloro was painfully slow on the night we were there. Finally, the staff and service in the Club lounge were awesome (especially considering it had just reopened prior to our arrival). From making dinner reservation changes, always greeting and seeing if we needed anything, to even going to the store to get vanilla creamer for my wife’s morning coffee...the Club really made our stay.

They were in the midst of a post hurricane “soft opening” during and our stay. So, some work was still underway (reason I didn’t give it 5 stars) but not at a level that negatively impacted our stay. We hope to go back in the fall and enjoy the fully restored gem.

We rented a 2 bedroom condo at the Ritz Club from 12/28 to 1/4. My wife contacted the concierge many times before our arrival asking what the New Years activities were and other things we needed to know as this was our first time on St Thomas. They said they didn't know and this was a week before our arrival. Another concierge my wife spoke with said she would email info. My wife never received an email. We also let the concierge know a week before our arrival that we would be on the property by 2pm so our room could be ready. We arrived at 2pm and were told our room was not ready but go grab some lunch and it would be ready in 45 mins and she would come back over to let us know. Service was horrible at Coconut Cove! We had to wait at least 15 mins for someone to bring menus to our table than we ordered drinks and had to wait 20 mins for our drinks. We finish lunch in about 1 1/2 hours and haven't heard from the concierge about the status of our room. We go back to the check in area and was told our room was still not ready! All in all we had to wait 4 hours to get in our room! No apologies from the staff...NOTHING!!! UNACCEPTABLE! We received very little bath products(soap, shampoo, body wash, conditioner) on a daily basis. We constantly had to call or go downstairs to get more bath products! We had reservations at Alloro on the property that evening. The service was awful! We again had to wait forever for a server to bring us menus and even a glass of water. I ordered the lobster special and had to wait an hour for my food to be brought out. My wife and daughters food was brought out before mine. So they ate theirs and I ate mine an hour later! The resort beach was devastated by the hurricanes so there is very little beach. There are rocks all along the beach line and in the water which makes it very difficult to get in the water without getting injured or cut up. The beach is horrible! I would expect for a Ritz Carlton to at least dig out the rocks so guests can get in the water and enjoy it! Barely anyone goes in the water because of the condition of the beach and entry into the water. We also saw a major difference on how the staff treats paying guests versus the member guests. Paying guest are treated like a second fiddle and the member guests get priority VIP treatment. You have to go to the pool/beach area at 7am if you want to reserve chairs for your family! The staff puts towels down and setup chairs for the members but will not do so for paying guests. Also, the resort has very little activities for kids. On a positive note, they did have a nice New Years Eve celebration in the ballroom at the hotel that we did enjoy. On our last night we received our bill under our door. My wife reviewed the bill and noticed a $72 charge on the bill that was not ours. The next day she brought it to the attention of the concierge and she said she would look into it and take care of it. Didn't hear back from her and it was still on our bill until my wife brought it up again! Lastly, 2 weeks before our arrival in communication with the concierge my wife asked for a late check out as our flight was in the evening. It was supposedly noted on our reservation. We arrived and the note was not on our reservation so we made the request again but never heard back from any staff on the request. Since we waited for 4 hours to get in our room when we arrived....we were in no rush to leave at the 11am check out. We proceeded to receive multiple calls at 11am in our room to exit the room. We also had staff come to our room to ask us to leave as they had members arrive and were waiting to get in the room! Really? How about the 4 hours we had to wait to get into our room on our first day! It was like a 2nd rate hotel tactic to badger guests! This is supposedly a Ritz Carlton not a Motel 6! Bottom line is this: We have stayed at many Ritz Carlton properties around the world and this one is the WORST! This is far from Ritz Carlton standards and we expected much better service after paying $12,000 for a week. This property is not ready for prime time and it appears they rushed to open and obviously are not ready! Do yourself a favor! There are many beautiful places to spend your money and stay in the Caribbean. Go somewhere else and stay away from this place!