The Ritz-Carlton Coconut Grove, Miami

Overall, we had a good stay. Everyone was professional and attentive. Although I must say other than the gentleman who checked us in late on Oct 15th (forget name) and Giovanni (sp?) the customer service supervisor, no one else really made the stay any special. Sure everyone was attentive and our issues were all very quickly resolved but to me the biggest thing to make the guests feel special is to be personal and go the extra mile. Giovanni certainly did that and he was the main difference that made our stay great. Otherwise the only issue we had was that the pool had alot of dead bugs and could use more cleaning......

from the beginning of our stay it was not good. The young lady who did our check-in offered us a larger shower (or so we understood) it was actually a handicap accessible room. I'm very glad that these types of rooms are available for guests who need them but they are not very practical for guests who don't. Having regular rooms they put us in a handicap accessible room and when we got to the room we asked to be changed. We were very tired from flying but did not complain we just said it was our misunderstanding as when we called the front desk the you lady whom had checked us in said she told us ahead of time. We were in our new room and the toilet did not stop leaking. We called several times and no one came to fix it. After many attempts to reach someone late at night we couldn't sleep from the noise and they finally sent someone. Then the blow dryer was broken so we asked the front desk to replace it and when the housekeeper did our room she took the blow dryer but didn't replace it. We were getting ready for dinner later that evening and we realized we had no blow dryer and had to call to get one sent to our room. One of the days we were having a friend meet us for breakfast at the hotel restaurant. We went down stairs to the front desk and asked if we could please have our room done (the housekeeper was in the room next door at the time.) we had a long breakfast (about 2 1/2 hours) and thought by that time our room should have been done. To our surprise we got back to our room with our friend and the room handy been done. It was quite embarrassing to bring out friend to see this. (Our friend even commented that this is not of a Ritz-Carlton quality) the last thing was when went to check out we called guest services three times (3) times to have someone help us with our luggage. No one answered the phone so we proceeded to go downstairs with our own luggage. We are Marriott Gold members and are not used to this poor quality of service especially in a Ritz-Carlton.

Stayed this past weekend. As always was a wonderful experience. Typical of what you would expect from a Ritz. Entire staff was phenomenal. Always making the visit enjoyable and memorable. Highly recommend this hotel and always the Ritz.

We were lucky to stay at the Ritz when taking our son to University of Miami in August. Lovely suite, staff was wonderful. Hassan in the bar was just lovely. Great location, great service in all areas. They delivered a special treat to our son wth the U logo on it with cookies and we were all impressed. We would have liked to stay there when we returned our son to school but it had not yet opened after Irma. This will definitely be our hotel of choice whenever we return to Miami.

I was at the Ritz Carlton Coconut Grove two weeks ago. I was forced to valet my sports car due to the wholesale absence of any self parking. When I returned to retrieve my car, the Ritz Carlton valet staff said they could not locate my key. They accused me of not having given the key in the first place - which is totally false. When you valet, you must give your key. The Ritz Carlton staff lied to me, treated me in a demeaning way, and failed to show amy degree of customer service. This is a terrible reflection of poor run property. Avoid staying at a hotel that loses your property and calls you a liar.