I had a chance to stay at a Ritz-Carlton last week. The convergence of two recent posts -- Ritz Bits and The "Brand Problem" Problem -- came together in a perfect storm.
I stayed for 2 nights and had no turn-down service either night. I had horrible French toast for breakfast, made with stale bread. I sent it back and asked for a bagel. I got a stale one.
Meanwhile, Ritz is spending lots of time and money to enhance their brand by using a Hollywood director to create long-form on-line videos for their website. Here's some free advice. You want to enhance your brand? Cancel the films and serve some fresh bagels.
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