3Bd Ritz-Carlton Club-St Thomas - Trusted for over 25 years Largest Inventory

We are happy you enjoyed your stay and look forward to working with you again in the future. Travel En Vogue

Thank you for your review. We look forward to working with you again in the future. Travel En Vogue

In 20+ yrs of renting at the Ritz in St Thomas we have never had an instance where the Ritz on-site staff has given us inaccurate information. They have nothing to gain by doing so. Thus, we have no reason to doubt the validity of their account of this situation. Additionally, we have received hundreds of reviews the past 20 yrs with 99% being 5 star and most noting in their review that the on-site staff was amazing. The Ritz staff told us that the alleged leak claimed by the guest looked like a glass of water had been spilled on the rug behind a nightstand and that the guest's claims were inaccurate. The Ritz staff came to check the unit for a leak and found no existence of a leak or unusual odor. We have no idea how the guest can claim that her group located the leak themselves when the Ritz staff could not, especially without cutting into any walls. Furthermore, it is undisputed by all parties that there was any visible sign of mold and it is a proven fact that one cannot smell mold. Mold can have certain smells, particularly smells which are common in the tropical climate of the Caribbean, but those smells can also exist without mold being present. Despite the Ritz staff finding no evidence of a leak, they brought in fans to assuage the guest's concerns and offered to move the guests to another identical unit on the property if they desired. This was strictly at the guests' preference and not required whatsoever. The guests did decide that they wanted to change rooms, which took about 20 minutes, so there’s no reason they couldn’t have cooked in the new unit. The Ritz comped the guests' dinner as a courtesy, as it is a common Ritz Carlton policy to try to make sure all guests are having an extraordinary experience. While the Ritz did shut down the water for a replacement of a pump on the ground floor, this was unrelated to the guests' alleged leak on the 2nd floor as pumps do not cause leaks, especially higher up. The reason for the shut down was not communicated to any guests, so the guest can’t say it was due to the alleged leak. We felt this was intentionally misleading and didn’t feel that they were entitled to a refund for half of their stay. When we relayed this, we were told that they proceeded to berate and curse at the staff in the lobby. We haven’t seen the photographs the guest claims to have of the alleged leak but feel that the staff addressed all of the guest's concerns swiftly and fully once they were raised.