The Ritz-Carlton, Laguna Niguel

I just wanted to do a shout out to ******* Cruises Laguna Niguel, particularly our agent Autumn Berte. We have been booking with her for several years now. She is amazing! We appreciate the heads up on upcoming sales and always taking excellent care of us while we are sailing. Even is there is a problem or a snag during our trip she is right on it! We have our next 4 trips booked through her.

I wanted to share my feedback regarding our recent experience at the Ritz Laguna Beach during our son's wedding. Unfortunately, it has not been a pleasant journey, especially dealing with the banquet managers and the accounting department post-event. Our wedding events took place from May 26th to May 28th, and while the venue itself is undeniably beautiful, our interactions with your team have been less than satisfactory. Initially, when we visited the venue, the banquet manager was extremely attentive and eager to impress us, which led us to finalize the location. However, once the deposit was made, the terms of the contract seemed to change with several fine prints being added. Despite paying for an hourly beverage package, we were unexpectedly charged for tea and coffee for non-drinkers. Additionally, the bride and groom's room, which had a card stating complimentary food and beverages, still incurred charges. Few days prior to the event, despite having paid the full estimated cost, we were asked for an additional 10% extra funds for contingency. It has been over 30 days now, and the accounts department has yet to settle the account. When we raised concerns, invoices were created against the balance 10% contingency funds, making it apparent that there is an intent to avoid returning money to customers. Our experience suggests that customers need to be extremely cautious and read contracts thoroughly, including all fine prints. Trusting the managers without a careful review can lead to unexpected charges and difficulties in getting refunds. We strongly advise against agreeing to the 10% extra for contingency as it appears this is a strategy to retain customer funds. I hope this feedback is taken seriously and that steps are taken to improve customer interactions and transparency in billing practices.

We stayed at Ritz Carlton for 3 nights and 4 days, and I can say without a doubt it was one of the best experience we’ve had. From the moment we came into the driveway we were greeted by amazing valet only attendants, to check in. The floral arrangement at the lobby was impeccable. Our room was spacious, clean and it has a Nespresso along with kettle and fridge. I am also amazed that they refill pods daily. The full size soap and toiletries were good however it doesn’t smell nice. I do love the proximity of the hotel to the beach, its a nice walk/stroll downhill and uphill. The garden/koi pond was nicely decorated as well. I love that our room balcony has direct access to the pool, it made it alot easier with 2 kids in tow. I believe what sets this apart from all is the level of customer service that they have. They make you feel art home and relaxed . We cant wait to be back at this location again.