The Ritz-Carlton Key Biscayne, Miami

The physical structure is a typical air-conditioned big box on a nice white sand beach in an isolated community. While location is superior, the amenities are not. Upon check-in, front desk staff did not provide an upgrade to oceanfront from oceanview, which we discovered had been promised in a messaging app only after we had checked in. We had issues with the bar, which I have reviewed separately. Most concerning was safety: we encountered a relative minor issue with the lighting in the room, and found it impossible to get help. We attempted to call the operator, the concierge, the front desk, and even dialed from outside to try to get a human being. I held up to four minutes at a time (“your call is very important to us. Please wait for a lady or gentleman to answer.” No one did.), and despite six attempts, was unable to get a person on the line. What if there had been a fire? What if there had been a medical emergency? Finally, here we are for four days over New Year’s, but the spa is not yet open. The resort itself opened on December 8, but the spa doesn’t open until January 5. Really? In summary, this place is just not ready to open.

The location can’t be beat knowing that it was renovated we decided to give it a try for our holiday family vacation . To sum up the pros: restaurant staff at breakfast and food was great. The rooms were super clean. Great location and fun for kids. Cons: Alarm went off multiple night on my 5 day stay waking us up at 4 am. I was charged twice for my stay and the lines are so long at the front desk you just give up because you don’t want to waste time on your vacation. Figured I’ll deal with that from home. Room service was not picking up any of the days we were at the hotel. The front desk wasnt picking up the lines either. Our first room had a dirty broken toilet we had to pack up and move. I overheard staff saying they were pushed to open sooner than they were ready to open. Pool is fine nothing over the top. I wouldn’t return again till they work out all their issues. Maybe in 6 months. Really disappointed at $2000 a night over the holidays. I hope they get their act together because it is a fantastic location.

I was curious, I have to admit. A hotel newly opened (after a major refurbishing, which had it closed for several months), and now welcoming guests again (since 8 or 10 December, I think). I arrived on 21 December, and my expectations were high: This is the Ritz Carlton (Key Biscayne), after all, and I am a huge fan of the vibe and style of the Ritz Carlton premises in general. Formerly, when in Miami, I’d stayed at the South Beach outlet of this precious brand, this time it was to be Key Biscayne. The Cliff Drysdale Tennis Center on the ground was a major argument in favor, too, in addition to my general interest in visiting different locations and accomodations, whenever I travel. Well, I was not disappointed: Everything at the Ritz Carlton Key Biscayne is brand-new, superclean, elegant and stylish. Some areas were still under construction, when I was there, but minor activities only – the Spa only offered a minimum service for house guests during the holidays, for example – and some of the Ladies and Gentlemen working at the hotel still had to get used to their (old or new) position, but in general I felt at home from the very first moment on. Actually, I read somewhere that the General Manager had tried to keep as many of the pre-construction staff as possible, thus, there was always someone, who knew how to handle a request or a matter, who could be asked for help by the newbies on the team. I am also a great fan of the Ritz Carlton Club concept, a “hotel within a hotel”, where dedicated concierges follow a service philosophy that is no less than “Your every wish will be fulfilled”: Under the experienced and very dedicated manager of the Club – Myriam Knisley – a wonderful and very charming team goes every length, so that the Club guests feel at home from 7 in the morning until late at night. The food offered is plenty and delicious – my breakfast favorite is the RC home-made Granola and the major choice of fresh fruit, but I also love those bagels & cream – in the morning and these (holi-?)days also in the evening there are small cooking stations, where chefs offer delicious little dishes, too. Actually: If you wanted to, you could spend the whole day (and evening) lazying in the nice and cosy club (or on the terrace) at the 9th floor and eat and drink, or read newspapers, play games, watch TV or just hang and chat. Guests or the concierges are always around, if you want to do just this: chat a bit, exchange ideas and impressions, ask for recommendations. But, of course, it would be a shame to not explore the impressive hotel premises and venture beyond the 9th floor and the club: the adult and the family pool, both really big “ponds”, with lots of sunbeds and umbrellas and an exquisite service, a big lawn, where kids and families gather and play, the beach with also brand new loungers and food/drink service (there is also an extra section of the beach reserved for the Ritz Carlton Club guests), a big gym with lots of Technogym equipment (all new and well kept), several shops, bars indoors and outdoors, and – of course – the Tennis Club, which offers private coaching and clinics every day, for Tennis and Padel. A house car takes you anywhere in a 1-mile-range, which is comfy, if you just need to quickly dash to a supermarket or pharmacy, for example. For longer rides, the Ritz collaborates with a limo service, or you just uber whereever you want to go. My room on the 9th floor had a balcony and a lovely oceanfront view, it was big and everything worked well. Lots of space to drop your stuff, a big safe, big bathroom, big windows, lovely furniture, Nespresso maker and those deliciously perfumed body lotion, shampoo and soaps you always get at the Ritz (in the US, at least). The Club rooms and access come at an extra price, but it is worth it, if you want to make the best of your stay. As I said above: Whatever you need – the Club team helps you get it, always working discretely in the background, pampering well-pampered guests with food, drinks, smiles and kind words. Always at hand, when needed. Key Biscayne is – of course – very different from my so-far-favorite Miami neighborhood - South Beach, but for a few relaxing days “between the years”, as they say, it was an excellent choice. It is actually a wonderful resort, with a strong focus on families, without forgetting about the interests and needs of the “adults only” among their guests. I will sure be back!

My wife and I celebrated our anniversary at the Ritz-Carlton Key Biscayne last weekend and it was awesome from start to finish. This was our first time staying at this hotel. They just finished a massive renovation and the place looked incredible! The room and food were great but what really blew us away was the staff. Everyone we met was super friendly, knowledgeable and caring and we were super impressed! I want to recognize some of them here because they were really outstanding and we think deserve to be mentioned. Gus helped us with transportation around the island, super nice! Francine, who checked us in at the front desk surprised us with a handwritten anniversary card and balloons in our room when it became available! Robert from concierge was super helpful. Brandon and Christina our servers at Dune and Paralia were fantastic! Super friendly and attentive, they really made our dining experiences even better. In fact Christina even treated us to a special complimentary dessert when she found out we were celebrating our anniversary. Josh, our beach attendant was really terrific as well. He was continuously making sure we were doing well and had everything we needed. As if all these amazing people weren’t enough, one staff member really stood out and just blew us away. Her name is Karen and she is the hostess at Dune. She really went above and beyond, welcoming us warmly with a big smile and her super friendly personality. She filled us in about all the restaurants at the resort. After we decided to have lunch there at Dune, as we got settled into our seats, she brought us each a glass of champagne to toast and celebrate our anniversary. As we finished and were leaving, she asked if she could take a quick picture of the two of us on the beach. Incredibly, when we stopped by the next day to say goodbye before checking out. she surprised us with the framed photograph and the most thoughtful handwritten anniversary card!!! We love exploring new romantic getaways in Florida, but after this stay, it’s going to be tough not to come back. This place and its amazing staff truly made our anniversary getaway so special!

The grand reopening of the refurbished Ritz was December 8th. We stayed from December 12-18 in an ocean front room with a balcony facing the lawn and ocean. No complaints about the room. Good bed and shower. We never stayed at this hotel before, so it was hard for us to tell what was old and what was part of the refurbishment. But the hotel is still a work in progress. Workers banging outside our balcony at 7:00 am one morning installing new patio stones. No spa yet. Room not cleaned one day because the staff got confused. Banging staff door at the adult pool that is supposed to be a quiet area. No free coffee in the morning and the coffee served at Pure Vida is not very good. Service was very good and all of the workers were helpful and friendly. All the restaurants were open and Luna was very good for breakfast and dinner. Lively bar in the lobby. Nice gym. Morning yoga sessions on the lawn. Pools were nice and uncrowded with what looked like new chairs or at least new cushions. We heard they were keeping occupancy low while they broke in the new staff. Generally a good stay, but at $1200 a night we expected a little more polish. Hopefully, it will get better for the season as the staff gains experience.