Ritz Carlton Reserve Dorado Beach Puerto Rico was spectacular!
We stayed the first 5 days in Aguadilla in a wonderful villa followed by an equally incredible 6 days at the Ritz Reserve Dorado Beach.
The views are incredible, the service was top notch, the food was world class and the adventures / water sports / biking was fabulous. We didn’t do any sitting on the beach (for those that love an active vacation), we spent everyday doing a different list of activities.
Coa was our favorite restaurant for dinner, Positivo was our lunch favorite (Asian fusion), Encanto and Barlovento were perfect for casual fresh food.
The private room plunge pool was completely worth it and a hit with our kids (swimming dawn to late night while we relaxed whenever we were in the room). Tennis courts, golf, nearby rainforest, water mill water park for the kids with water slides etc were all wonderful.
We had our kids do surf lessons, my husband did a kite surfing lesson and an e-foil lesson, and we loved the massages at the spa (one of the most beautiful spas I’ve seen in the world).
We will absolutely be back!!
We traveled in March 2021 with our two kids (age 4 and 2). Overall it was a 5 star experiences at a world class resort.
I can understand why people complain about the service as there were some definite issues. The communication prior to arrival was not great and we had issues with some of our reservation times. Drink service by the pool could be very slow. Our room was not ready when we arrived at 3:45 so we had to wait.
On the other hand, every single employee we interacted with was very nice and professional. I really think the "service" issues everyone complains about are just issues of institutional organization and communication amongst employees and management that could easily be fixed to improve on the service overall.
But the service shortcomings do not detract from the overall experience. The hotel is amazing. Rooms are very nice with great plunge pools, the beach is great, and the main pool area is very cool.
The food at Positivo and Coa was honestly some of the best food we've ever had.
We would definitely return.
We never write a review but this time we have to. Our visit was in February. Other recent reviews mentioned severe service problem and we completely agree. The issue range from our supposed to be “personal butler” is a missed leading concept. We end up with four to five different butlers throughout the stay. None of them clearly communicated between each other’s and completely unorganized. They kept asking us the same questions on where are our reservations for dinner or spa appointments. When we have already have booked them prior to our arrival. These shows how unprofessional of the staffs were and missed manage from the hotel management.
We have to wait for more than 3 hours to check-in to the room. The front desk staffs also unorganized. We have couples issue with our room hot water, AC not working one night and our private pool temperature was too cold. When we phone the front desk, the night manager was quite rude and unprofessional somewhat annoyed that we called. The room has not been clean daily. We have to personally requesting turndown service most of the week. Extremely poor service.
On the opposite, we have amazing experience with the food and beverage. The team of chefs were extremely accommodating on our requests. They went beyond to ensure every meal is perfect. Special thanks to the executive sous chef Suttiphan. The amazing dinner in Positivo on our first night set the tone for the rest of our stay. We had great experience with Puerto Rican special dinner at Encanto and Wagyu tasting in Coa restaurant. The chef of Encanto came to visit our table with delicious Puerto Rican inspired amuse bouche. Cocktails made with local rum from Coa bar were delicious and a live Jazz band was a nice touch to end the day.
Unfortunately, we will not be coming back to this hotel due to the unprofessional staffs handling issues left a real bad taste. Never experience these many service issues in this level of luxury hotel anywhere. Two stars at most, does not worth the price.
We stayed in a King East Beach Plunge room for 6 nights in February 2021. The room was excellent. Great layout and room for us 2 adults and 2 kids (5 & 9). Wonderful outlook, great plunge pool, outdoor shower, Bluetooth sound system and very clean. The resort itself is magnificent within large grounds. The restaurants are absolutely world class. Coa is to die for. The main pool is warm and superb. The resort includes a water park - which is limited due to COVID but still fun. The staff are as good as you can get. You do feel completely removed from COVID - the process whereby you need to prove a negative PCR test (as you do on arrival to PR) is very robust and protects guests from likely infection within the resort.
We absolutely will be back.
The Ritz Reserve in Dorado Beach is simply gorgeous with beautifully maintained grounds, and a fantastic beach, but has severe service issues which drops this resort down from a 5 to a 4.
The Western room on the ground floor my wife and I had for 6 days was perfect with a warm plunge pool and best outdoor shower ever experienced. The beach was just steps away and the ocean was clean, swimmable, and clear because it was protected behind a barrier reef about 50 yards out. It was great!
BUT- the vacation was far from ideal because the service of the resort was extremely sub-par. It was not at all worthy of the price, and not at all comparable to other high-end resorts we traveled to in the last few years including; Rosewood, Four Seasons, Nizuc, Banyan Tree, St Regis, and Cheval Blanc. Service at The Ritz Reserve was definitely at a lower level as compared to those others. It’s too bad because the property is so beautiful.
That’s doesn’t mean the staff didn’t try. They were all very pleasant and kept apologizing, but it seemed from the top down, that there was so much disconnect and no follow through. Although the butlers (they call them- ambassadors) did try, their organizational structure and inter-cooperation among departments was completely mismanaged and thus full with promises but with minimal success. I can give so so many examples of service failures but what’s the point? Also truly bothersome was the frugal pettiness of the resort. Trip Advisor reviews of the past detail the same issues but yet there is no or little improvement. Ownership needs to change the management company and rid the Ritz. Go for Four Seasons or Rosewood and your resort will flourish.
Nonetheless, I want to point out some individuals who stood out and tried their hardest to make our stay as pleasant as possible (but they got frustrated as well with all the issues or lack of actions on part of their colleagues.) Special thanks goes out to Chef Joan at Koa. He was great! Thanks and good mention also goes out to Alex who was the 7th ambassador assigned to us (that’s their scheduling).
I did ask several times to speak with the resort manager after so many unfortunate incidences, but the request fell on deaf ears. (Mr Sotelo- I can provide service failure details upon request, although I did ask for you to explain while I was there.)
Final note- The property is so beautiful that it is worth going to even with the lackluster service. We might return for that reason, and for its beauty we gave it a 4 instead of a 2.