"Great location and Sara the concierge was INCREDIBLE!!! She took care of everything we asked and was a complete joy"

"If you are used to Ritz Carlton hospitality, DON’T stay here!!!! Disappointment is an appropriate word. We have stayed consistently in RC through Europe, North America, the Middle East and North Africa and was looking forward to our first in Asia. We stay loyal to RC and Marriott top hotels because Marriott rewards loyalty with service and perks. In all those stays over 30 years, RC was as one would expect so didn’t even bother reviewing. This RC in Osaka was such an outlier that I had to take the time to write this. The room and housekeeping was as expected - at time exceeding expectations. The reception was nice at the beginning but then it all changed. They not only refused to honor all the benefits of the program but went so far as to lie to our face as to availability! when we showed that on their internet site the upgrade was available they tried to make up some excuse that they were overbooked like an airplane! Like if I booked a room on their site, went to check in they would say sorry, we are overbooked so bye-bye. REALLY?!? And the best, it was 2:30pm and she said check it is at 3pm so I would have to wait thirty minutes before they would give me the room! I don’t really blame the reception staff but rather the Manager because the receptionist said all these ridiculous things after speaking with him or her. The Manager sets the tone for the hotel and this one was awful. Our whole stay ended up leaving a bad taste to it and we looked forward to checking out. We are to Kyoto next and have cancelled our RC nights and rebooked at Four Seasons. The hospitality and friendliness is a welcome change as to our our stay in RC."

"Our stay at The Ritz-Carlton Osaka was outstanding. The hotel is elegant, beautifully maintained, and operated with an impressive level of attention to detail. But what truly made our stay memorable was the warmth and professionalism of the team. I would especially like to recognize Sara Shimoura from the concierge team, who demonstrated what great hospitality really means. We had forgotten to confirm a tour reservation, and Sara immediately took ownership of the situation. Within just a couple of hours she organized the tour and helped us secure additional reservations so that our plans in Osaka worked perfectly. Her professionalism, kindness, and willingness to go above and beyond made a real difference in our stay. It’s exactly the kind of thoughtful service that turns a great hotel into a memorable experience. Experiences like this remind you that great hospitality is not only about beautiful hotels, but about people who genuinely care about their guests. The spirit of hospitality we experienced here truly reflects the meaning of Japanese omotenashi. Thank you again to Sara and the entire team at The Ritz-Carlton Osaka. We look forward to returning."

"We were very disappointed with our stay at the Ritz-Carlton Osaka. While the hotel itself is beautiful, the service experience did not meet the expectations we have for this brand. Throughout our stay we were unable to secure reservations for drinks or dinner at the hotel’s restaurants or bars. In fact, there is no lobby bar in which to just stop and have a drink or meet friends. I e never experienced such a situation before in my travels. When we asked for assistance in finding a place to meet up with our family (all staying at the hotel), staff suggested that we go to another hotel for drinks instead, which was surprising for a luxury property. Because of this, we ended up eating most of our meals through room service rather than enjoying the hotel’s dining venues. Room service took 40-50 minutes to arrive, which wasn’t ideal! Overall, the lack of access to dining and limited support from staff made the stay frustrating and disappointing. Unfortunately, it did not reflect the level of service we typically expect from the Ritz-Carlton."