March 24-28, 2024 stay. Stayed at this resort at least 5 times in the last two years. It used by be our favorite place in Bal Harbor area. Love the beach, the hotel and loved the service as well as the proximity of shopping. This time, the experience was different and made us think that we do not wish to return. We arrived around 7pm, our check in was the dullest one I've experienced in the last decade. From arrival at the front door and the bellman who was considering if a greeting is in order, to the greeting at the registration desk, which was extremely flat, super short and abrupt. The usual offer of a glass of sparkling wine or water was not presented, until the guest checking in next to us, who arrived later and was offered one by hotel staff who was handling their arrival. Dinner at the Burger Bar ( which was transformed into an Italian pop up place was weird), we were not greeted, I had to approach the bar after standing awkwardly in the doorway for a few minutes, we were told we could sit anywhere, the service was slow, we had to flag someone down a few times to ask for most common items. Atlantikós was very busy every day for breakfast, the first morning, there was a line of about 20 people, extending all the way to the pool area. We chose breakfast instead of points during arrival, but did not get to eat breakfast not even once during our stay. The room. The mini fridge was not fully stocked. The next day some additional soda items have appeared in it, they also appeared on our final bill, but I did not argue... We have booked an ocean front room, the room we were given was ocean view, while the views are pretty good from all the ocean facing rooms, there is a price difference in booking between the two categories. I did reach out the hotel team a couple of times regarding this discrepancy. Each time I was given the same text response stating that someone will get back to me, but nobody did. I followed up, heard the crickets. I did not bother with the front desk. After my arrival experience, my expectations were low with their ability to resolve or at least provide a sound explanation. I do want to note an amazing job of the staff at La Gourmandize One of the ladies even recognized and acknowledged us from previous stays. Which was probably the nicest interaction with the staff on this trip. Our son also had a great experience with the staff member at the gym. I sincerely hope the resort will review and re-evaluate their customer service situation. We used to love coming here, but after this last time, I am not certain if this location be considered for future stays.

This is our favorite hotel! Everything here is top notch from the ambiance, food, service, and location. The beach crew does an awesome job making our beach days easy and enjoyable! Diego took extra great care of us and helped us get setup even on the busiest days. 10/10

Diego over at the beach was so professional and attentive he continuously checked up on us through the day and made our day so much better will most definitely be coming back very soon and will ask for him, staff inside was very polite and gracious

Having stayed here before and as someone who is loyal to the St Regis brand we wanted to stay here once more while in the Miami area. It is very clear the hotel and service have deteriorated vastly from our previous stay in 2016. Check in was very disappointing. We were greeted by Benjamin who after thanking me for my Gold level loyalty immediately told me check out is at 11am and late check out cannot be guaranteed. I hadn't even asked about a late check out! However I then mentioned it was an Amex FHR booking with a 4pm guaranteed check out and nothing more was said. He then had system errors on his computer meaning I had to move to another desk to allow him to fully access my reservation. He told me he was new and then asked a free colleague for help logging into the system at the other desk. His colleague declined to help him! Luckily another colleague soon came from the back office and was able to help him. The reservation was an American Express Fine Hotel and Resorts booking therefore we arrived at 12.45pm to enquire if early check in was available. I was told it wasn’t and I understand that as the 12 noon check in benefit isn't guaranteed. Benjamin told me he would e-mail me to advise when my room was available. This didn’t happen. My room was still not ready over 3 hours later when I returned to reception at standard check in time of 4.00pm and spoke to Riccardo. He told me our room was in the final stages of preparation and again I would be contacted by e-mail when ready. Again I wasn’t contacted and we returned to reception at 5pm to see what was going on. We were reminded by Riccardo standard check in time was 4pm and we should wait for the e-mail. I reminded him it was now 5pm. Another member of staff on reception then immediately gave me our keys which were already prepared and in an envelope with my contact details written on it, which were never used to contact me. While I understand 12 noon check in isn’t guaranteed under Amex Fine Hotel bookings, I find it totally unacceptable to finally gain access an hour past standard check in at 5pm and for two members of staff to fail to honour their commitment to contact me. Goodness knows when I would have been given the room if I had waited for a non-existent e-mail. While waiting for the room our luggage was taken and stored in a room in the lobby. We were told we could access our suitcases if needed. While sitting outside in the warm sunshine we wanted to change into more comfortable clothes. When we asked a lobby staff member to access our luggage we were given free rein of the room, which contained numerous pieces of other guest's luggage, without anyone checking our identity or our luggage receipt. This is a security risk as anyone with malicious intent could access the room and help themselves to anything. We then removed all valuables from our suitcases as we didn’t trust they would be as safe as they could be if kept in the luggage room. Our luggage was eventually delivered to our room by a porter who had an attitude that he would rather be anywhere other than at work. Breakfast the next day in Atlantikos was an ordeal. The food was really nice, however after asking and then being subsequently ignored by 4 or 5 different members of staff, including the manager, at the hot counter, we waited almost 25 minutes for poached eggs and then gave up. 30 minutes after first asking, a waiter brought over the poached eggs followed by the restaurant manager to apologise. While we were relaying our concerns to the manager he simply walked off, he couldn’t care less. This is absolutely not what we would expect a manager to do while engaging with a customer. On the second day bar service at the tranquility pool was a total farce. We asked a member of staff for our bill when it was time to leave. The staff member was standing behind the bar next to the pool doing absolutely nothing except browsing her phone. She said "your server is coming" and then immediately walked off when asked for the bill. This person returned to the bar about 15 minutes later and continued to do nothing but stand and browse her phone again. There was no sign of our server. After waiting over 30 minutes for the server to appear we gave up and made our way down to the bar under the tranquility pool to sign the check. When we asked at the bar there wasn’t even a check open in our name. We then had to wait while the bar staff sent for our server to confirm what had been ordered. The USD 55 resort fee charged to our bill - we have no idea what benefits this afforded us as it wasn’t mentioned at all during check in or during our stay. Appears you just get charged this and expect nothing in return. There were a few good points. Angel who works in the bar was as nice and efficient as he was before when he worked in BH Burger during our last stay. Samir the waiter in Atlantikos was good and very proactive and was very apologetic for the bad service, more so than the actual manager was and Samir had nothing to do with the bad service. The food was very good. The ladies who arrange the towels on the loungers by the pool are very good, friendly and professional. When we checked out the reception staff did ask for feedback on our stay and acknowledged our concerns. I don't expect this will change anything at all. Funnily enough, while we were checking out and giving feedback the customer at the next desk had a large list of complaints for the reception staff which I found amusing. The absurdly high price for this hotel I would be happy to pay if the service was up to standard as the hotel decor, food quality and amenities are actually good. Unfortunately the service was deplorable and not what I expect in a five star hotel paying USD 1,600 a night. I bitterly regret my decision to return to this hotel having endured the service I did on this occasion. I sincerely doubt I will return and will likely chose alternative properties on my next visit to Miami. My tip, save yourself some money and frustration and choose to stay elsewhere!

Amazing Place great weather beautiful hotel !!! a great time!! Marina , she make me is Amazing service and she was help me with everything!!! 🩵I love this place and will recommend to my friends and family very clean and neat Hope to come back next year!