The Ritz-Carlton, Perth

I stayed at the Ritz-Carlton Hotel in Perth, Australia for 3 days and 3 nights from January 29 to 31, 2025. I am writing this letter to express my strong dissatisfaction and disappointment with the hotel service, and to file a complaint: During my stay, the room was not cleaned, and towels and toiletries were not replaced (with photos as evidence). During this period, Ctrip.com and I personally communicated with the hotel many times, asking for a refund of three days' accommodation and an apology, but to no avail. The hotel said: My room was in "Do Not Disturb" mode, so the room was not cleaned, but I think the hotel's reason is untenable, based on the following: First of all, the room number I stayed in was 0609. Every day I went out at around 9 am and returned to the room at around 9 pm. I was not in the room during this period. Even if I turned on the "Do Not Disturb" light as the hotel said (I couldn't see that the light was turned on, and I didn't know it), the hotel service staff had entered the room: 1. On the second day of my stay (January 30), when I returned to the room 1. The quilt on the bed was folded, but the whole room was not cleaned or the towels were changed; 2. On the third day (January 31), the mineral water in the room was refilled instead of replaced with new water, because the bottle cap was unscrewed, and I couldn't be sure whether the water added was fresh. Secondly, as a professional five-star international brand hotel, during the three-day stay of the guests, as the hotel said, the room was always in "Do Not Disturb" mode. Should the hotel also care and call the guests to inquire about the room occupancy and confirm whether the room needs to be cleaned? This is not the management model that a professional hotel should have, and it is not consistent with its brand value at all. Third, on the third day of my stay (January 31), I went downstairs to the hotel front desk at around 10 pm to ask for room cleaning. I urged them three times, but they didn't come until around 11:15. How can such a large international brand hotel with its advertised professional services and management make customers feel at home? I have to doubt that the internal management of the hotel is in disarray. In view of the above, the hotel management staff was slow to respond and the service details were not in place. I hope you can take my complaint seriously and take corresponding measures to improve the service quality. If my appeal is still not responded to, I will have to consider taking further actions to protect my rights. Of course, I also want to thank Ctrip for helping me communicate and coordinate many times, and even willing to bear part of the compensation costs🌹

很滿意，環境和設施都非常好

一流酒店一流風景

好好好好好

The hotel is located in the core area of ​​Perth, with warm service and spacious rooms. This time I stayed in the largest Elizabeth Suite, which gave me a full experience. The hotel's decoration style is Hong Kong style, which is very consistent with the oriental aesthetic point of view.