The Ritz-Carlton New York, NoMad

Our family had a truly memorable stay at the Ritz Nomad. The hotel itself is beautiful of course, but the service was what really stood out. Special shout out to Paulina at the front desk - she made our 3 year old son feel so special, greeting him affectionately every time we went through the lobby, delighting him with treats, etc. Of particular note, there was a morning when I had to bring him to a business meeting in the lobby and she came over with a pack of hot wheel cars to help keep him occupied! It was so thoughtful and above and beyond. All the staff were absolutely lovely and we will cherish the memory of our stay. Thank you!

Nice hotel. Door, concierge and cleaning were great. Bathrooms get amazing. Closets and setup were comfortable and great beverages available. Rooms furniture did not meet expectations. Had breakfast at ground floor restaurant and the quality of the food did not meat expectations. The service at the restaurant did not meat expectations. Over all I would be back because of the location, room comfort and the devoted men and women working at the door and reception.

This is a hard one to rate. As a lifetime Platinum Elite member I usually get treated better. I booked a room and used my worthless upgrade certificates to try to guarantee an upgrade as I had my family with me. I spoke to the hotel several times before arrival and let them know I either needed the upgrade or would need to move properties for a bigger room. They would not guarantee it but told me it should be fine. When I got to the hotel they would not give me an upgrade and by then it was too late to book another property. The person at the front desk was super friendly and I feel like she was genuinely trying to be helpful. I had to book a second room for my two kids 17 floors apart but that worked out fine. The rooms are simple and nice and the bathroom was great. The views facing south were awesome. The only problem with the room was the bed was a taco so I couldn’t sleep well. The fitness center is nice but too small. The location is really good. I would have to think hard before staying here again.

It was marvelous experience and I want to express gratitude to Queeny (I hope I wrote her name right, the receptionist with short hair) she was just superb, attentive and gave me great feeling of vip. I’m sure this stay would not be the same without her. The room was superb, was upgraded. The only 1 negative part to mention is hotel car service which I never used until last day, when I decided to use it, I was waiting for an hour, I think the hotel should have at least 2 cars for this service

Deeply Disappointing Stay - Not the Ritz-Carlton Experience One Would Expect If, like me, you value exceptional service just as much as beautiful design and ambience when staying at luxury hotels, I would recommend not staying at The Ritz-Carlton, NoMad. For context, I’ve spent years travelling around the world and have stayed at some of the world’s finest hotels. Unfortunately, this property fell far short of what one would expect from the Ritz-Carlton brand - or even from any five-star hotel, for that matter. From check-in to housekeeping, every department seemed to demonstrate a lack of competence, communication, and care. Check-In: I arrived late at night to an unwelcoming and indifferent check-in experience. There was no warmth or hospitality. To make matters worse, the hotel’s system was down, preventing them from taking a deposit. Two days later, Guest Relations called, speaking in a tone that implied the issue was my fault. I was told an email would be sent immediately to update my card details - it never arrived. Housekeeping: Each day, the room was serviced to a poor standard. Bedding and towels were replaced, but everything else - from messy cables to trash and clothing items - was left untouched. For a property of this calibre, this level of carelessness is unacceptable. Even when the “Make Up Room” button was switched on early in the day, the room often remained uncleaned by evening. Only after multiple calls to housekeeping would someone finally arrive to clean. Laundry: I requested express laundry service (advertised as a 5-hour turnaround) before check-out and confirmed it by phone. Despite three follow-up calls, collection took nearly 40 minutes. Later, I was told delivery would be delayed because it was raining - a poor excuse considering it had been raining all day. When I pointed out that express service guarantees a 5-hour return, I was told they would “look into it.” Ultimately, my laundry was not ready in time, despite initial assurance. In the end, they did however, deliver it to me at another hotel Deliveries & Concierge: Before arrival, I arranged parcel deliveries with the concierge and requested they be placed in my room for a certain day. Despite reconfirming on the morning of the day, they were not there when I returned that evening. It took three separate calls before anyone located and brought them up. Each time I ordered food via Uber Eats, it was the same story - two or three calls before the delivery finally reached my room. Overall: What should have been a seamless and memorable stay became a series of unnecessary frustrations. The consistent need to chase basic requests, combined with the overall lack of professionalism and attention to detail, made this one of the poorest luxury hotel experiences I’ve ever had. Although the hotel offered a small credit, it doesn’t make up for the repeated failures and lack of care. This experience has put me off staying at any Ritz-Carlton property in the future. These are just some of the issues I’ve chosen to share - there were several others that further reflected the same lack of service and attention. For those who truly value service and hospitality, I would advise choosing another hotel.