I had planned a surprised 30th birthday trip for my husband to South Beach. After much research I decided to make reservations at The Ritz-Carlton, South Beach. I normally am a very easy to please easy going traveler - I never even write reviews. But the experience I had was pitiful and I would be doing fellow travelers a disservice by not informing you of our trip.
To be fair, here are the great things about our trip in my opinion:
2. Weather was perfect
3. Beach was beautiful
4. We could walk directly onto Lincoln
5. Recently renovated beautiful room
6. Yummy food
7. The gentlemen at the front door were genuinely friendly.
However, this is where the "greatness" stopped. I was disappointed in the Ritz staff for many reasons:
1. Communication between staff was PITIFUL. I had been in contact with several people from guest relations a week in advance of our trip, including Kim Marie Jn Baptiste, Elmira Gilmanova Leeder, and Laurel Paige Kramer. Elmira suggested we book a VIP poolside experience on a daybed for a reduced price of $100, including a complementary bottle of champagne. (This is a discount from the regular $250) I ended up booking this daybed by the pool for $100 since our room would not be ready yet, but with nonalcoholic beverages as I am still nursing our son. Laurel responded to that email and stated, "I scheduled the daybed for you! I already touched base with the pool team and you will have extra water and other non-alcoholic drinks instead of the champagne." The service of the Ritz was already living up to its name, or so I thought. Upon our arrival we proceeded to the pool and found that they had absolutely no record of our reservation for a daybed. They had never heard of a $100 special. The manager of the pool suggested I could have one of the daybed's for $150 only after looking at the reservation book and shaking his head as if I was inconveniencing them. I thankfully had printed out all of the email correspondence to prove that I was correct with what I was saying. Only after seeing this did they comply with my requests. I did have to remind them frequently that we did not want the champagne since I am nursing. And the only nonalcoholic beverages we received was water. The daybed was uncomfortable and I wished we would have just sat in the chairs for free.
2. The professionalism of the staff was PITIFUL. While we were resting on our over-priced uncomfortable daybed, one of the pool girls - in her uniform - was thrown into the pool by another guest. She then proceeded to carry on yelling and laughing in a very loud manner, quite disturbing. She continued jumping into the pool - still with her uniform on - doing cannonballs. My jacket got drenched. The manager of the pool area obviously did not have their staff under control. Several other employees proceeded to take out their iPhone's and iPad's and record the shenanigans. I would expect this type of behavior at a different hotel, but not at the Ritz.
1. The phone did not work in our recently renovated room.
2. The electrical outlet did not work - the plugs would just fall out.
3. The iron did not work at all. Not even warm.
4. I could hear the phone ringing in the next room as well as the people talking (they were not yelling, they were just talking at a normal tone)
5. The "pool-view lanai" was actually a "bush-view lanai"
6. The wedding going on in the evening was very loud and we could hear the music from the DJ in our room late into the night.
Some tips if you choose to stay at the Ritz:
1. Print out all of your correspondence information via email.
2. Forego the daybed.
3. Don't expect a quiet room, especially if there is an event going on with a DJ.
The first floor pool-side lanai rooms are views of bushes and quite loud.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.