The Ritz-Carlton Key Biscayne, Miami

This was a special place. Everything was more than we could dreamt for especially the service. There were two folks that stood out which were Punky and Bryan, both at Luma. They ensured that we got everything we needed. I can't wait to come back again to experience the wonderful food, beach, pool and incredible environment. Thank you for such a wonderful time!

Just returned from 3 nights at the Ritz Carlton Key Biscayne. I was excited to hear that it had just been renovated, and it seemed like a good domestic use of an 85K free night cert. So we paid 2 nights using Marriott Bonvoy points, plus 1 night using the FNC. I wanted to stay longer but there was no more point availability beyond the 3 nights unfortunately. I definitely would've enjoyed another day or two, but I also think I got the vibe in the 3 days and didn't miss out on much not having stayed longer. I was traveling with my husband and 7-month-old and we have platinum status. Overall a really lovely stay; mostly positives with a few nit-picky complaints. Would definitely return. The positives: 1) They said they upgraded us; I think the only upgrade was to a higher level floor, the room didn't seem any different/bigger than what I had booked (was hoping for an upgrade to a larger room, but I think they were at capacity so that was not going to happen). In any case, being on the top floor was nice; less neighbors to have to worry about baby crying noises being bothersome, and decent views over the island (sadly was not facing the ocean). Room was pretty quiet; didn't really hear neighbors/hallway noise at all which we appreciated. 2) I'd noted that we were celebrating an anniversary/Valentine's, and, upon our arrival, they had rose petals in a heart shape on the bed which was very sweet. Additionally, I'd previously contacted them requesting a crib/mini fridge/diaper genie, and those 3 items were already set up and waiting in our room which I appreciated. We arrived prior to check-in time, and our room was already ready; I was thankful they didn't make us wait! 3) We were greeted in the lobby with free chocolates and offered champagne (we don't drink and I was a bit surprised/disappointed they didn't have an alternative fun mocktail...the only other option was water). Additionally, I'd off-hand mentioned to one of the staff that it was our baby's first RC experience, and she came back to us 3 minutes later with a RC onesie for our baby--so sweet and thoughtful and a really positive first impression! 4) Turn down service is always appreciated; they left chocolates and cute little shell turtles. 5) They had coffee/tea in the lobby in the mornings which was really nice; one morning (Thursday) there was also someone handing out pastries; unfortunately I didn't see him the following 2 mornings, so not sure if that's just a Thursday thing or I just missed him the other days? 6) Not only did they offer sunscreen/aloe/bug spray at the pool, they actually had swim diapers! Really thoughtful touch in case those with babies ran out/forgot/etc. 7) On-site food was pretty good. There's a Pura Vida which is awesome for coffee/smoothies/light lunch items. The poolside food was fine; nothing super special but not terrible. The Paralia and Luma restaurant food was great; very expensive, as expected, but overall tasty and a nice variety. We also went to the beachfront restaurant for lunch one day; it was fine, but I just wished I could've ordered it from my spot at the pool instead of having to relocate over there (much more diverse a menu than the pool menu which was pretty small). There's also a little gelato spot at the pool which is very overpriced but fun on a hot day. Really great kids menu at the pool too. Did not try breakfast/brunch at Luma because breakfast was not included and didn't want to pay for it. 8) Overall really friendly and attentive staff everywhere. Especially on the weekdays when it was less crowded, it felt like there was a LOT of staff working there. 9) I didn't actually experience the adult-only pool since I had a baby with me, but the family pool was SO warm it really spoiled us. It made it so much easier to take our baby into the water and not be afraid of her getting too cold, and she enjoyed it that much more (felt like a bath)! Maybe in the heat of summer I wouldn't love it so much (perhaps they won't heat it so much then anyway), but it was really comfortable and we enjoyed it. The design was also very baby/kid-friendly with the shallow walk-in sloped area. 10) Overall it was very kid-friendly and stroller-friendly across the board. Not very big, easy to get around. 11) The poolside experience was pretty enjoyable; they have nice padded chairs, plenty of umbrellas, and plenty of staff who help set up the towels/umbrellas so you don't have to do a thing. The weekdays before the hotel got super crowded were admittedly more enjoyable; there were plenty of chairs to choose from, the waitstaff was super attentive, etc. On the weekend when it hit capacity, the chairs were all taken by 10a-ish and the waitstaff was a lot harder to get ahold of. Apparently they go to a waitlist system once all the chairs are occupied. The beachfront area is nice and has lots of chairs set up too; similarly, staff is out there ready to set up everything for you. The water was lovely and they also have kayaks/paddle boards/etc to use. 12) Really nice, large gym with Pelotons and plenty of machines so you don't have to worry about waiting. They also have a free workout class every morning (switches from yoga to pilates to functional fitness, depending on day). I went to yoga twice which was really nice, though I do wish they held it in a different location; the main green area was way too busy/bustling by 8:30am so it wasn't really quiet/peaceful (and was directly facing the sun!); I imagine there is a quieter spot (and shadier spot) we could've used. 13) I hadn't been there before the renovation so I can't compare, but the hotel is really lovely and mostly designed well. Stylish and chic but not too "trendy"; very elegant and classy as one would expect of a RC, but also casual and coastal vibes to match the surroundings. The negatives: 1) Perhaps this doesn't bother other people but I was super annoyed by the room layout/configuration, specifically in that the AC vent was less than 2 ft away from my head on the bed, so if the AC was on, it was blowing air directly at my face. I found this really uncomfortable, to the point that I turned off the AC overnight. I went down to the front desk the next morning to inquire if there were other rooms available with a different configuration, and I was told no, they were all like that. I find that sort of hard to believe, but I dropped it at that point. For a hotel that just underwent a major renovation, it seemed like a bizarre design choice and I can't imagine I'm the only person to be bothered by this. 2) Despite all the grand re-opening announcements, there are still parts of the hotel that were clearly not actually done yet. The most major one being the spa; parts of the spa are still under construction, including the sauna/hot tub area, so if you book a spa appt, you can't actually use those facilities. There was also still tile work still needing finishing in the locker room area too. They failed to mention this when I booked my appt (both via email and on the phone) which I didn't love. Totally understand construction delays are a thing, but I just wish that had been communicated. (I later mentioned this and got a minor credit back). The pool bathrooms had also clearly not been redone yet; there was rust on hardware, door hinges that barely worked, etc. Our bathroom toiletries were not stocked (not sure if this was just a housekeeping issue or part of the reno), and I thought it was strange there wasn't a separate light for the water closet/toilet in the bathroom. Additionally, after a major reno like this, I was surprised/disappointed they didn't have automatic door opening buttons throughout the hotel. Would have been much more wheelchair/stroller-friendly had they been installed! 3) I thought it was strange that a hotel of this caliber only gave us 1 robe in the room (and it wasn't a good one). There were no slippers. There was also nothing "fun" like a RC branded beach bag or water bottle, which I sort of expected of a Ritz property. Obviously not a huge deal, but surprised those extra touches didn't exist here. 4) They have a Tremble pilates studio built in next to the gym, but the whole thing was super confusing. I had emailed several times before arrival asking for details about this because I'd seen it on the website and nobody gave me any additional helpful info via email. Also, since it's on the hotel gym website, I had assumed the classes were a part of the resort fee/included. However, upon arriving and going in person to talk to the instructor in the studio, I learned that that was not the case. She then told me there was a discount code and I should contact the front desk to get that. However, when I did that, I was told there was not actually a discount code. So that was frustrating; if it's not included in the resort fee (which it should be IMO), at the very least hotel guests should get some sort of discount! They also apparently require pilates socks, which nobody mentioned ahead of time when I'd asked about it and would've cost me an additional $20 in studio to purchase (wild). 5) Resort guide info online was not accurate/up-to-date. Not sure if things have just been changing a lot since they reopened but a bunch of info in there was incorrect (I showed up to the spa 30 min late to their "renewal ritual" because the times online were not updated). The Tremble info said 7/7:30 but they actually had classes almost hourly...and there was no mention of the spa partially not being open. 6) Not the most environmentally friendly? I'm not the greenest person out there by any means, but I thought it was odd that housekeeping was throwing out our partially used plastic water bottles on our nightstands and replacing them with new ones every day (and why were were even getting plastic water bottles to begin with? Let's get reusable ones and fountains installed!). Those were my main impressions! Overall, a really solid stay and great use of a Marriott FNC. Complaints were mostly minor and nitpicky, with the exception of the AC issue which potentially could keep me from returning TBH, but I'd do some more digging and speak with a manager to confirm if it's really the case that every single room is set up that way (which again, I doubt). I'd definitely return with my baby as she grows older and can take advantage of more things there (kids club, splash pad, etc). Would recommend overall!

I’ve stayed at the Ritz-Carlton Key Biscayne multiple times both before and after the renovation, and while the renovation did improve the look of the property, the overall guest experience still falls far short of what I expect from a Ritz-Carlton. Visually, the updated design is cleaner and more modern than before, and I will say the renovation is better than the old version in terms of appearance. However, beyond the cosmetic improvements, very little seems to have changed operationally, and the service level remains disappointing. What stands out most is how inconsistent and often poor the customer service is across most departments. Aside from the bar staff — who were excellent, attentive, and genuinely welcoming — service throughout the hotel felt unresponsive and unpolished. Front desk interactions felt rushed and indifferent, requests took too long or were forgotten, and basic hospitality standards that are normal at other luxury properties were missing. There was little sense of proactive care or ownership when issues came up. Housekeeping was another repeated problem. On multiple days, the room was not cleaned thoroughly. Details were missed, items were not restocked properly, and the overall finish of the room after service did not feel luxury level. Turndown service and daily refresh standards did not match what I’ve consistently experienced at other Ritz-Carlton locations. It felt inconsistent and careless rather than precise and detail-oriented. Management presence also did not feel strong. From a guest perspective, leadership did not seem engaged with the guest experience, and concerns did not feel meaningfully addressed. The overall impression is that the property lacks the operational discipline and service culture that usually defines the Ritz-Carlton brand. The biggest disappointment is that this property simply does not feel like other Ritz-Carlton hotels. Other locations typically feel refined, guest-focused, and flawlessly run. Here, despite the updated decor and a beautiful location, the service culture does not match the brand promise. It feels more like a renovated resort with luxury branding rather than a true luxury hospitality experience. In short: the renovation improved the look compared to before, but service, housekeeping quality, and overall guest care remain well below Ritz-Carlton standards — with the bars being the one consistent bright spot. I expected far more given the brand and the price point.

Hotel staff is totally overwhelmed and the service is suffering greatly. Check in was after the guaranteed 4:00 pm time; calling housekeeping for a portable steamer and was on hold for 15 minutes so I went downstairs to ask the concierge for one and he said they would send it up right away. Two hours later I went back downstairs to see the concierge (who was mortified) who tried again and said it would be brought up immediately. It’s been an hour since then and still no steamer and impossible to get anyone on the phone to address it. Sure the beach and view is beautiful but the service is dysfunctional. Stay away!

Heartbreaking Decline: Not the Ritz We Remember I wanted to love this stay. We have years of family memories here, and while the recent remodeling has made the property physically beautiful, the actual experience was a disaster. The staff is genuinely friendly, but they are clearly drowning in systemic failures. At $1,800 a night, "friendly" isn't enough to compensate for a total lack of basic luxury standards. Before you book, be aware of what is currently happening behind the scenes: The Service Breakdown • The Wait Times: Expect to wait over an hour for food service at both the beach and the pool. • Housekeeping Gaffes: Our turndown service actually made things worse. They removed every single towel from our room and simply never replaced them. • Widespread Frustration: You can’t escape the negativity. We watched an elderly couple wait over an hour just for help with a beach umbrella while burning in the sun The "Ritz-Carlton atmosphere" has been replaced by the sound of guests venting their frustrations. Atmosphere & Facilities • Corporate Intrusion: If you’re looking for a peaceful getaway, think again. We spent a full hour at the adult pool listening to "Microphone Check 1, 2... Check, Check" from a corporate event nearby. There is no sound management or respect for the "relaxing" areas. • Elevator Safety: The elevators are experiencing frequent breakdowns. It got to the point where other guests were so nervous they were opting for the stairs rather than risking getting stuck. The Root of the Problem The most telling part of the stay was the constant stream of apologies. The staff is wonderful, but they are constantly apologizing for "new staff" and "back-of-house issues." It’s clear they haven't been given the tools to succeed. Meanwhile, Senior Leadership was nowhere to be seen. When a ship is sinking this badly, you expect the captain to be on deck, not hiding in an office. Bottom Line: The nostalgia of our past vacations here has been scarred. For $1,800 a night (excluding meals) , you are paying for a luxury brand but receiving a chaotic, unmanaged experience. You should think twice before booking until they get their operations under control. It’s as if the GM just hired a bunch of their inexperienced MBA buddies to run the place. And the spa…it’s closed