We booked the Ritz Coconut Grove as a convenient location to the Sony Open Tennis. Usually, I enjoy Ritz properties because they offer exceptional customer service and I'm fine with paying extra to ensure my experience on vacation is a good one. Coconut Grove completely failed to meet even the basic service standard on several occasions during our stay.
I sent a note to the concierge a couple of weeks in advance of our stay to request car service to and from the Sony Open. I received a response from the concierge telling me that he would do so. Upon arrival at the hotel, the concierge on duty said she would investigate and call our room. The call never came. When we returned to the concierge desk, she looked at us like she was seeing us for the first time. When we reminded her that we were waiting for an update on our car, she exclaimed, "oh, I forgot." This was followed by being informed that there was no record of our car being ordered, nor could she arrange one in the remaining time. We had to suggest that instead she order a cab for us. She indicated that she would do so. We waited at the bar for the cab...and waited...and waited. After 30 minutes, I asked to speak to the Manager. He informed us that it was 'really tough' to get cabs in Miami at that hour and suggested we walk to an adjacent hotel and catch a shuttle to the event. We were aware of this option prior to arrival and did not want to do so, as the shuttle makes several stops en route to the event and would put us at the venue with very little time. Nonetheless, we were left with no other option. Upon arriving at the Marriott property, there was a line of cabs waiting for their guests. Why could the Marriott secure cabs so easily and the Ritz be seemingly incapable of summoning one cab in over 30 minutes?
Mistakes happen and requests get misplaced. What really bothered me about this incident was the seemingly indifferent attitude of the staff (with one exception --- the doorman was the one person who seemed to actually care about our circumstances and to take initiative to get us cab numbers and offer an apology). Nobody seemed to want to go out of their way to address the mistake or to try to help us. To be fair and for full disclosure, in complaining to the staff at checkout, they removed breakfast charges from our bill.
I wouldn't recommend or stay at this property again. For the incremental cost of the location, I expect solid customer service and, on that front, this location doesn't deliver.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.