The Ritz-Carlton Key Biscayne, Miami - Miami, FL

Emil A

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.

St R

From check in to check out and everything in between the kind, caring, and knowledgeable staff makes this resort exceptional. The property grounds are gorgeous. You can find the exact vibe you are looking for - quiet breezy corners, fun family activities, well cared for pools, beach, delicious foods and casual fare too. The rooms are cozy and everyone treats you like a friend. Having stayed at a number of Ritz properties, this one is my favorite- the first because of the people, the location, property, food, and drinks all tie for second.

francisco contreras

This hotel is magical. It feels like it’s secluded enough from all the Miami chaos yet so close. The service from checking in ( Thanks Francine), valet, and bellman were 5 star. We used an NUA and they accepted it, upgrading us to partial ocean view suite. The suite was massive with everything you need. Great views, great layout, 1.5 baths and comfortable bed. The resort amenities are excellent, with a professional photography session available on the resort grounds being my favorite. Unfortunately, we have to book 24 hours in advanced and we had an early flight in the morning. Two restaurants to choose from and easy beach access with beach chairs and everything you need to have a great time laying in the sun. Would I stay here again? Absolutely ?

Maps66408639322

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!

Erika Ridgle

I was so impressed with this property. It’s absolutely aesthetically, beautiful inside and out. While there was some construction going on during my stay, it remained quiet and peaceful. The interior is completely luxurious and makes you feel like you are an old world Miami. It smells divine and was completely clean from top to bottom every single day of my stay. The rooms were incredibly chic and, very comfortable. The food there was excellent and I really enjoyed my interactions with the staff. Everyone there was very kind. I highly recommend this property.

Jyoti Sidhu

The pools were amazing for our 2 children under 4.

The resort had so much open space for them to run around on the grass which was nice and clean!
The and was beautiful and clean!

The remarkable service I got from Fabian C. In loss prevention was like no other!

I had forgotten my kids and my passports at key B ritz and checked out and left for west Palm.
Fabian had over night couriered my passports and cash back to me safely.

Thank you for making this trip and experience memorable

Veronica Sears

Great Hotel on the beautiful Key Biscayne. Customer Service is high standard with friendly helpful staff. The rooms are large and nicely appointed. The Hotel is being closed early 2025 for a full refurbishment which will bring it back right up to the top class standard you expect of a Ritz Carlton. Can't wait to go back as this Hotel has been one of my favourites over the years. Now needing a little TLC in places but even in this condition it still surpasses many other Hotels and the Customer Service is excellent.

Nadia Paz

While the resort is beautiful, I found service to be a underwhelming compared to other Marriot Luxury brands, especially for the Ritz Carlton. The main complaint was the pool area, I’m not a very demanding person, just asked for a seat with some shade; and then took me to a full sun place and left an umbrella not covering any of the sun. I asked if they had any water, and they said I would need to order in room dining. Was a little surprising, usually I get much better service from other Ritz Carlton’s I’ve stayed, with water served at the pool. I’m a gold member and they said they upgraded me but the room didn’t have a balcony, which was horrible, all I was hoping for was to sit outside on my balcony with the ocean breeze. It’s a really beautiful property, a bit dated, but overall would be really nice if service was a bit more caring. I also would have preferred the room I booked which in the photo had a balcony.