The Ritz-Carlton Coconut Grove, Miami

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.

This hotel is NOT 5 stars. Customer service VERY poor. Its like the staff has never worked at a hotel before. Hotel is so dirty, it's old, but more than that is unkempt and let go. I'm sitting looking at the dirty tub with the $40 of warm sparkling water I was just delivered.

Hotel nice and friendly staff. Pool and staff great. Pablo was especially helpful around the pool. We opted for buffet breakfast which was very disappointing. Limited choice and not very good quality. Actually it spoiled our stay. Far too expensive for the dreadful experience. Very disappointed for a Ritz Carlton hotel.

DO NOT book non cancellable, non modifiable reservations. I learned the hard way. I was supposed to visit University of Miami with some prospective students. Due to a hurricane we had to cancel our trip. I called the hotel at least 5 times between the 800 number and the on-site reservation desk to see if we could reschedule due to the circumstances. No one returned my calls and each group kept telling me to deal with the other one. I lost $4000 dollars between two rooms for a 4 day weekend.

We were sent an email allowing us to upgrade and then the day of our arrival we were denied the upgrade w no explanation. The night manager could have cared less and was ver dismissive, basically sorry about your luck. Rude as hell. Not even a great property to begin with The Couryard is just as nice. Never again.

I’ve stayed at this hotel and many other Ritz Carlton’s but this trip had the best service I’ve ever received. Danielle went above and beyond to take care of us, knowing I had surgery. The kindness and service she provided really goes a long way. Thanks Danielle, you’re 10/10