The Ritz-Carlton Coconut Grove, Miami

I have stayed at a number of Ritz Carlton’s and St. Regis properties, I am a Marriott loyalist, but the service/staff here is unsurpassed in courtesy, kindness and 5 star service. The front desk manager, Eugenia Morgana, has gone over and above expectations. Christina and Christian were also terrific. EVERYONE on the staff here treats you like royalty. The pool and spa are incredible as well as the restaurant on the property. Close to the bay and Gulfstream Park racetrack. Fortunate to get a beautiful executive suite with great views, 2 balconies and a bath and a half. The room was appointed beautifully. Few better than this place. 5 star and a must stay.

Nice Ritz Carlton but inquire about major construction next to pool ( separate property from hotel which is very noisy) The hotel is well kept, the staff is friendly and helpful, the food in the restaurant is good. It’s in a decent location so you can get to everything by car.

We just came from a two night stay at the Bal Harbour Ritz to check in here for a wedding and WOW want a downgrade this Ritz is. Being a Titanium Elite level customer we had hoped that we might be able to use our upgrade, but we were told the hotel was at capacity. I get it, but then we are taken to a room that looks like someone had been on the bed and smells like urine. We were adjusting until the bellman (who was very nice and tried to help) finds the ice bucket filled with nasty water. I am now concerned with the other signs that the room may not be clean. I will not go over the whole ordeal, but the manager on duty was very condescending and told me they could move us to a room on a higher floor that was empty and better. Really? Then why did you tell us that you gave us the best room available at check in? This room is not better. The door to the bathroom is disgusting and there is the same urine like smell. My family went to the welcome party for the wedding and I am using Lysol wipes to clean‍♀️. The manager, Danielle after our exchange said she spoke to two of her bosses Ariana and Gerard and their solution was to offer us a separate room in place of the bigger room or suite upgrade and they would discount it 40%. That would be a hard no. This is the lowest standard I have seen at a Ritz ever. I will be sending the general manager of this hotel the book “ Unreasonable Hospitality “ by Will Guidara It has been said many times that the subtitle should be “how to treat human beings” Something this hotel needs to learn.