The hotel is lovely and clean and family friendly and there were a few (very few- say 3 out of 100+?) really nice helpful people (hence the reason it got 2 rather than 1 'star') and a typical Marriot Ritz; not a tremendous amount of character but lovely and presumably predictable, unfortunately not in this case. The service was TERRIBLE not even standard. The staff (front desk primarily) were rude and out of their depth on every level. We had a supervisor complaining to us as we arrived about the fact that he had a report to print out for the night and he must have information from us (that was already in his posession- odd) to complete this report. Another employee speaking (badly) about another guest as we approached the desk and that guest left it. A woman that literally did nothing but scowl- perhaps a weird form of attempted snobbery. We had to ask for things 2 and 3 times- call me crazy but for me the point of a 5 star is that they anticipate your needs-(at least in my previous experience) and most importantly- you don't have to think [!] -not here. Maid service was hit and miss (which we didn't mind as long as it was clean but it added up). Finally, when I asked the night manager if there was a problem with the phone network (messages were lost- then popped up a day or 2 later) he was dismissive. I mentioned (nothing more) that it wasn't the first problem we had had and perhaps they could 'up their game a little' - his immediate answer was another hotel- Bizarre- I am still amazed at this. Even his subordinate - when we did actually finally make a complaint-asked if he could upgrade us. Kind, but we really didn't want a room upgrade; we just wanted proper service.
We were terribly disappointed as this was our main family holiday for the year. We saved the time (most relished) and money (which I am more than happy to spend on quality! but frankly not here) to go and have a great time with our little girl but there was a terrible struggle to get really basic stuff- (such as a pre-booked cot in the room). The day was nearly saved by a great manager who had been off duty for 3 or 4 of our 5 nights there but unfortunately it was too little too late. The few nice people were a housekeeper that was sweet to our little girl, a European hospitality manager/guest liason [who made every effort - basically, just did her job well], and the pool attendants that were great fun and hugely helpful (no pretence just friendly, enthusiastic and helpful despite sweating miserably for long hours in the heat of early Fla summer). Other employees just seemed to present service with $ in their eyes. It is hard to explain this but this was service with one intent - not to serve/ensure your comfort/ or do their job, but to make a very quick $. This included valets, bell men, some maids. There was no finesse or style to it and it made us feel uncomfortable.
I would be hard pushed to stay here again and having already been asked repeatedly by several friends and colleagues, I cannot recommend it. There are typical sur charges on top of your room - $30 Valeting (plus tips), umbrella hires, anything and everything has a charge and tips are expected on top. We were prepared for this - not the bad service.
I do not know if this will effect my ever staying at another Ritz again but I do not see this happening in the immediate future.
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- Also Known As:
- The Ritz-Carlton Key Biscayne, Miami Hotel Key Biscayne
- Key Biscayne Ritz Carlton
- Ritz Key Biscayne
- Ritz-Carlton Key Biscayne