The Ritz-Carlton Coconut Grove, Miami

My experience at the Ritz Carlton has unfortunately been very disappointing. Everything started off well; however, things took a significant turn. I found the front desk manager to be lacking in compassion, making me feel unwelcome. This is not the level of service I expected.

Nice sized room and beautiful view of the Bay. Staff was very pleasant and professional. Marble bathroom was very nice. Delicious Breakfast.... I enjoyed the lobby, somewhat old school with a pretty fireplace and comfortable seating. A very pleasant and safe place to stay.

We just came from a two night stay at the Bal Harbour Ritz to check in here for a wedding and WOW want a downgrade this Ritz is. Being a Titanium Elite level customer we had hoped that we might be able to use our upgrade, but we were told the hotel was at capacity. I get it, but then we are taken to a room that looks like someone had been on the bed and smells like urine. We were adjusting until the bellman (who was very nice and tried to help) finds the ice bucket filled with nasty water. I am now concerned with the other signs that the room may not be clean. I will not go over the whole ordeal, but the manager on duty was very condescending and told me they could move us to a room on a higher floor that was empty and better. Really? Then why did you tell us that you gave us the best room available at check in? This room is not better. The door to the bathroom is disgusting and there is the same urine like smell. My family went to the welcome party for the wedding and I am using Lysol wipes to clean🤦🏻‍♀️. The manager, Danielle after our exchange said she spoke to two of her bosses Ariana and Gerard and their solution was to offer us a separate room in place of the bigger room or suite upgrade and they would discount it 40%. That would be a hard no. This is the lowest standard I have seen at a Ritz ever. I will be sending the general manager of this hotel the book “ Unreasonable Hospitality “ by Will Guidara It has been said many times that the subtitle should be “how to treat human beings” Something this hotel needs to learn.

This hotel is NOT 5 stars. Customer service VERY poor. Its like the staff has never worked at a hotel before. Hotel is so dirty, it's old, but more than that is unkempt and let go. I'm sitting looking at the dirty tub with the $40 of warm sparkling water I was just delivered.

Staying at the Ritz, once again a pleasure as usual. Read some recent negative reviews about services, cleaning, rooms and facilities to be refreshed! I doubted for once, but we took the chance cause Ritz it’s always been part of good memories to us. Glad to follow my instinct, it was great staying with all the quiet glam of the property, polite attentive stuff everywhere. Excellent breakfast options, fresh delicious coffee. Amenities as usual (just advising check more often the lotion, I had one old, weird smell) I have to mention Dario Rojas, Tks to him I had solved a logistic issues about some packages and he didn’t hesitate in solving my problem in the best possible way even thought we finished our staying.This happens when you bet on the very best! So if you look for a quiet 5star staying in Coconut G, great views, nice facilities, near to the Marina with walking paths and short distances to coco walk which is an enchanted strip full of little shops&great food options, go for the Ritz.