Well.......probably the worst welcome and customer service we have received in our lives!!!! The arrogance that we were confronted with in reception was something else!!! We were served by two ladies called Emily and Whitney which were absolutely awful!!! So much so that they managed to ruined our first night by making us sleep in a room with one king size bed, a camp bed and a small single sofa (we were 4 adults!!!)...luckily the following morning the duty manager 'Hannah' took over and dealt with it very efficiently yet unfortunately we had already spent a horrible night in the hotel which could have and SHOULD have been avoided. Reception service really needs to be looked into as they are the first members of staff that you encounter when you arrive at the hotel. It is utterly unacceptable for them to think that they can provide this kind of service. Totally embarrassing and not in line with The Ritz' mission and values. These two ladies unfortunately seem to need a refresher training course. Shame on you!! May be you should go to your Orlando branch and learn from them.
The lady behind the concierge desk wasn't particularly helpful either...if anything quite grumpy.
On a positive note, once Hannah sorted out our room, the rest of the stay was lovely. The pool and beach staff were fantastic. Their service was immaculate and attentive at all times. It was lovely to see the manager with his team first thing in the morning having a debrief of the day ahead.... The valet parking attendants were very prompt and the housekeeping ladies were just lovely!!! the room was left spotless every day. Thank you!!
We were given a sea view room which was great with a lovely bathroom. The gym was equipped with everything you need for a good exercise session.
We were lucky that we are Marriott members otherwise the use of internet can become very expensive. Not sure if it is the norm in Miami to charge for internet use.
The location of the hotel is just perfect!!! You are opposite Lincoln Road and only 10min walk from Espanola Walk and 20min from Ocean Drive.
Overall, once we overcame that horrendous start, we had a fantastic stay. Thank you Hannah!!!
Unfortunately due to the horrendous experience that we experienced at the start the rating Im giving is not as good as you would expect of The Ritz...