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Customer Ratings & Reviews
TripAdvisor Traveler Rating2651 reviews
Want to escape the fun and flavor of Miami? Stay here.
Okay, so the 1980s called, and they want their posh hotel back. The vibe here is definitely “Southern country club”—as evidenced by the many obviously repeat visitors to the Sunday brunch buffet before heading out for a game of golf. Service was not great—most staff seemed vaguely annoyed at everyone, which in fairness is likely because of the supermajority of extremely demanding clients. Note: there was a big wedding at the hotel over the weekend…this could also have explained it! If you’re looking for a high-rise beach getaway isolated from any of the fun or flavor of Miami, this is for you.
Memorial weekend break
We have stayed at the Ritz Carlton Key Biscayne several times. We alway find the fact you can walk to local restaurants or grab supplies from the local store useful. The beach was clean, service at check in was excellent and the food was good. Our only problem wasn't with the hotel or staff but with a minority of the other guests. We knew Memorial weekend would be busy but with school age kids we dont have much choice. Finding a sun bed was difficult as some guests would try and keep them even if they were not using them. If you want a sun bed to yourself you can rent cabanas for the day! Some guests played music thru speakers at the pool. There were young adults throwing plastic glasses in the children's pool. There was also a smell of hash on our floor one afternoon which I assume isnt just against hotel policy but against Florida state law. I'm not sure what the staff could have done differently perhaps some signs up about sunbed usage might help. We will be back hopefully when the selfish guests aren't
The hotel is a nice property. Key Biscayne is a cool location in Miami. The spa was also great. That said, the overall hotel service is terrible. They charged me for a cabana at the pool that simply was not us and have not refunded my money despite asking multiple times. It’s a joke.
3 star wedding venue, not a Ritz
This place has really gone downhill since our last visit, we have been coming here for years and it has always been a lovely escape, but that has changed. Yesterday was our first day and I am tempted to leave it is so bad. When we pulled up, the valet situation was a joke, waited about 10 minutes to get to the front. The first thing I noticed was the paint peeling off of the front of the building. The only bellman in sight was on his phone and did not even try to assist us, so we got all of our luggage out of the car and brought it in. We booked with Amex platinum (upgrade jf available) and my husband is Marriott titanium, we usually get upgraded, not so this time. I thought they might be full, but I looked online and there are plenty of rooms. Room is tired, only one sink in the bath, and the faucets are wonky, the toilet handle doesn’t work, pillows are flat. I really feel like I am at a three star Marriott, not a Ritz. We went out to beach and they were setting up for a massive event on the beach lawn. Beach is tiny! Lounge chairs on top of each other. The beach drink service was good, about the only good service so far. But no one is clearing the towels off of chairs that are not being used, and picking up old drinks etc. This is not a staff issue, there were plenty standing around under the huts. There could be some order to the chairs, but they are just mashed in as close to others as possible. When you have kids making sand castles right next to your chair because there is no room, that is not relaxing (when they are not your kids) . If they cleared the chairs that were not being used, it wouldn’t be so crowded? We had dinner at Cantina. Food was good but service was awful, took forever just to get a server to notice us. And in the background, all you could hear was the techno music of the big event which was now in full swing. We tried to have a drink outside after dinner before heading upstairs, but the music was awful. There was also another event going on in the restaurant. And, they were starting to set up for another event on the patio in front of us, which I guess we are going to endure today. Is this a wedding venue or a hotel? If today is another cluster of bad service and weddings taking over the hotel, this is our last visit. Which makes me sad, as we love it here and I have previously posted glowing reviews of this property. Gone is the quiet, lovely hotel with fabulous service. Here is a dirty lobby, uncleared chairs and tables at the beach and restaurants, and loud events, with no acknowledgement for elite members.
Let down. And still here.
We are still here, but felt compelled to write this. My family and I aren't wealthy, so we saved for a very long time for this week away at a hotel we've wanted to try for more than a decade. First thing's first: It has stormed every day since we arrived. Not the hotel's fault whatsoever, but what I do know after years working in hospitality, is that the hotel should be doing more to make experiences for guests when going outside isn't an option. Lobby experiences. Activities. Yet, nothing. And the lobby is disgusting. Tables aren't cleaned. Waitstaff will take nearly an hour just to come up to you. The rooms are outdated, and there are stains on the rug. The food is absolutely horrible. Lightkeepers will cost you about $125+/- per person for frozen flavorless, seafood, served by a very slow staff. Are they understaffed? Maybe. But that's no excuse for octopus that's so tough that it's inedible. Or waiting 30 minutes for a drink order. Or siz, dried out shrimp for $40. Do they even try the food? If they did, they wouldn't serve it. The drinks are all $18. And you'll wait 45 minutes, no matter where you are. And gratuity is added. So there is no incentive for fast, great service. Funny thing is, I'd tip 50% for great service. The coffee shop is the only culinary gem on the premises, and it closes at 5. All in all, this hotel charges Porche prices for Ford Tempo service and quality. What a letdown. We stayed at the Silver Sands next door over a decade ago and thought: "One day we'll stay at the Ritz." Sometimes, less really is more. And more is just, wel, more money wasted for nothing more than hospitality theatre.