The Ritz-Carlton Key Biscayne, Miami

We just returned from 5 nights at the RItz in Key Biscayne--it was just ok. The resort is in need of a facelift, but they seem to be doing the best with what they have. I also understand that they are closing down next year for a major remodel. My chief complaint has to do with the front desk staff who could not be bothered to make anyone feel welcome. Because we had two reservations, one had a Nightly Upgrade Award processed (while the other was denied). It happens, but we also noticed that the second reservation was downgraded from the original booking. No problem, just ask for them to fix it. Nope--it took some doing and going in-person after messaging through the app. Finally--fixed, but no service recovery, not even a enjoy something at the bar--but that is fine. The next day when we asked to get a 3pm checkout (with a 4pm guarantee for Titaniums), I was told they could not honor. I asked if I could just switch rooms early and grab the key. Nope, they said you can only have the key to one room (yeah right--not a real rule). They just seem to want to make things harder. So, the instructions were, call bell service, they will bring your bags down, then swap keys, then they will bring them up. That did not work because we could not get the keys till later due to our schedule. So I asked to speak to a manager if I could get 15 minutes extra in the room to finish a call at checkout time. They said ok. We wait for the bell service for 30 minutes--no dice. So we go down and explain that it was out of our control. We got our new room, and it was fine. A little dirty with wrappers under the desk, but sometimes you miss things. Overall the rest of the stay was fine, but I just cannot get past the poor service and lack of accomodation (and lying) by the FDA and FDM. The funniest was that, at checkout, they could not find our first reservation to give the folio. Other aspects: Beach - Great Pool - heated very well Overall grounds - good condition Restaurants - great food and good breakfast buffet. They also have a to-go coffee shop with food. I liked (though some won't) the auto 18% gratuity. The service was generally great, except at breakfast it was just a little slow/busy. Heavy focus on conventions, with some families and couples Did not use the spa or fitness center I likely would not return with the level of staff they have. It is more apt for a Sheraton or Marriott, but not a Ritz level experience.

Wonderful anniversary stay! Spent a night in gorgeous ocean front executive suite! Splurged on club access and didn’t regret it! Nice to have two separate pools and gym had a great view! Wonderful time of year to visit and can’t wait to return!

Ari was so generous & respectful! The best service I’ve received checking into a hotel. Genuinely so helpful and welcoming. I’ve been to the Four Seasons & other Ritz Carlton properties before and this one has been one of my favorites location and service wise, I will definitely be back!

Arriving by car, we were re-routed through the entrance due to a VERY loud event being held at the front entry and landscape fountain. Could not even hear parking attendant or anything else because of excessively loud music. Upon leaving, returning, and checking out, parking attendants rushed us. Carrying our own individual bags to the car, staff insisted on taking them from us, maybe trying to force a tip. Building condition was disturbing. Noticeable corrosion at edge of roof, apparent mold stains on hallway ceilings. When responding with these comments in my customer review email, the property just basically said "Sorry you didn't think your stay was up to Ritz Carlton standards. Come stay with us again." We will not be staying at the Ritz Key Biscayne in the future. Sloppy management, insulting response to my comments.

We recently stayed at this property for a quick family get away and had our photos taken. Sabrina took some amazing photos! We loved working with her and will be using these pictures on our Christmas cards! Thanks again Ritz Carlton Key Biscayne for an amazing experience!