The Ritz-Carlton Key Biscayne, Miami

We decided to drive from Palm Beach for lunch following the resort’s announced reopening on December 8. After calling the hotel at 10 a.m., we were told that all restaurants would be open at 1 p.m. When we arrived at 1:30 p.m., we were literally turned away at the valet by a young and noticeably rude valet attendant who said, “We are not open yet… Come back at 4 p.m.” We ended up having lunch elsewhere, which turned out to be very enjoyable. Still, we decided to try our luck again at 4 p.m. As for the renovation—very underwhelming. It looks like they attempted to modernize the property, but the result is average at best. The resort still shows clear signs of ongoing construction, with visible dirt and landscaping that is nowhere near finished. We went to the beach bar and ordered a bottle of rosé from the menu. It turned out the rosé listed wasn’t available. The waiter brought out two alternative bottles, neither of which were on the menu, and he couldn’t even tell us the price of either one. When the rosé finally arrived, it was warm, clearly not taken from a cooler or fridge. Honestly, the whole experience was a mess. There are plenty of staff members walking around, but the service itself is far below what you’d expect from a supposed five-star resort. It’s definitely not ready to be open—especially not after a renovation budget supposedly in the hundreds of millions.

We booked a holiday trip to Florida in December 2024. We booked the Ritz Key Biscayne, and then planned on heading down to Key West for New Year's Eve. Flights, car rental, two resorts, watersports, and even restaurants were pre-booked. Unfortunately, my mother-in-law went into hospice and we were not able to go on our trip. The following canceled our reservations without fee: United Airlines Hertz Car rental Ocean's edge resort in Key West Fury Water Adventures Stinkin' Crawfish restaurant When we called the customer agent at the Ritz Carlton Key Biscayne, she assured us that it would be taken care of, under the circumstances. It was not. We were charged for two nights. When we called back, we got a very indifferent response. We tried all means to have the resort follow through with the reassurance we received from the first woman who answered the phone. Management intervened. They dug in and refused. So that's how it ended. To summarize: Heartless: policy overrides sympathy Inconsistent: one employee can say one thing and her manager can undo her kindness.

We loved this hotel and said we would be back but…. We paid £2,415 room only for 5 nights which we felt was good value for money. Now that they have spruced the hotel up a bit the same dates for next year is £4,562 = £2,147 more! A huge increase in price to cover some decorating. Sorry you have lost our business until you get back to sensible pricing.

As a Marriot Bonvoy Elite member we were lucky to receive an upgrade to One Bedroom Junior Suite and oh boy it was super nice room. Staff could have been a bit more friendly to us but service was still great. Pool area is great spot to relax and enjoy the sun. Beach area is rather small as it is very narrow space but looked very cozy. Great breakfast but unfortunately a bit too expensive for quality you get.

My kids don’t want to spend the holidays anywhere else this hotel has become such a special tradition for us. The holiday experience here is truly magical, and I highly recommend it. Pablo from guest experience was amazing he chatted with me through the app and surprised my kids with Easter eggs in the room, which absolutely made their day. The Ritz Kids activities are always full of fun and delightful surprises. The rooms are clean, spacious, and perfect for families. Frank at Cantina Bar was so welcoming and kind he really added to our wonderful stay. The food is consistently delicious, with excellent quality and flavor every time. You can really count on a great meal here. Thank you for another memorable holiday. ❤️ We can’t wait to come back.!