The Ritz Carlton Key Biscayne, Miami

In general, I liked the hotel, the rooms are clean, there is everything you need. Good beach, the territory is not big, but well-groomed. Minus is the staff that cleans the Hotel and the room. Already from 8 am in the corridor begins a constant very loud communication and laughter, it awakens and does not allow you to sleep and rest. To our room, despite the inscription do not disturb, came twice without any knock. Therefore, the whole impression of the hotel was spoiled by the absolutely uneducated noisy cleaning staff. I probably won't stop in the future.

We decided to drive from Palm Beach for lunch following the resort’s announced reopening on December 8. After calling the hotel at 10 a.m., we were told that all restaurants would be open at 1 p.m. When we arrived at 1:30 p.m., we were literally turned away at the valet by a young and noticeably rude valet attendant who said, “We are not open yet… Come back at 4 p.m.” We ended up having lunch elsewhere, which turned out to be very enjoyable. Still, we decided to try our luck again at 4 p.m. As for the renovation—very underwhelming. It looks like they attempted to modernize the property, but the result is average at best. The resort still shows clear signs of ongoing construction, with visible dirt and landscaping that is nowhere near finished. We went to the beach bar and ordered a bottle of rosé from the menu. It turned out the rosé listed wasn’t available. The waiter brought out two alternative bottles, neither of which were on the menu, and he couldn’t even tell us the price of either one. When the rosé finally arrived, it was warm, clearly not taken from a cooler or fridge. Honestly, the whole experience was a mess. There are plenty of staff members walking around, but the service itself is far below what you’d expect from a supposed five-star resort. It’s definitely not ready to be open—especially not after a renovation budget supposedly in the hundreds of millions.

We booked a holiday trip to Florida in December 2024. We booked the Ritz Key Biscayne, and then planned on heading down to Key West for New Year's Eve. Flights, car rental, two resorts, watersports, and even restaurants were pre-booked. Unfortunately, my mother-in-law went into hospice and we were not able to go on our trip. The following canceled our reservations without fee: United Airlines Hertz Car rental Ocean's edge resort in Key West Fury Water Adventures Stinkin' Crawfish restaurant When we called the customer agent at the Ritz Carlton Key Biscayne, she assured us that it would be taken care of, under the circumstances. It was not. We were charged for two nights. When we called back, we got a very indifferent response. We tried all means to have the resort follow through with the reassurance we received from the first woman who answered the phone. Management intervened. They dug in and refused. So that's how it ended. To summarize: Heartless: policy overrides sympathy Inconsistent: one employee can say one thing and her manager can undo her kindness.