My husband and I stayed for five nights in January 2012, after a weekend in South Beach. The grounds were beautiful and the staff were the best we have experienced (even more attentive than other Ritz properties, if that were even possible). All restaurants were very good. We especially enjoyed a more casual Sunday evening dinner at Dune. Dining in the sand beside the ocean can't be beat! We also really enjoyed the spa area and fitness center. My favorite may have been the adult pool - what a beautiful, quiet space! If only all resorts had one of these...
There were two items that were a bit disappointing... #1) the rooms... while the room was very clean and nicely appointed, it did not impress as a Ritz Carlton room. I have stayed at higher end Hampton Inns that would be comparable. The bathroom was large, however, was not anything like what was pictured on the website. The bath had a small, older tub/shower combo that had seen better days. We had an issue with the water our first night and someone promptly arrived to fix it. However, the shower sprayed all over the bathroom creating a mess all week. The vanity area was also very small, so minimal toiletries/make-up would fit while getting ready. We received a very good rate, so it was certainly worth what we paid. However, if we had paid the regular $500+ per night, I would have been sick over it. Certainly not worth that price. Other Ritz properties have much more luxurious rooms. #2) Upon our first night, we were approached by a pleasant young woman at our dining table to sign up for a Ritz special program. She explained that as members, we would receive 20% off of dining and spa services, receive emails, etc. This sounded like a great deal, so we signed up right then. She explained that we would receive an email confirmation and then would receive our discounts during the remainder of our stay. I received the email the next day with a free appetizer coupon. I took the coupon to one of the hotel restaurants the next evening and was told that they would take care of it during check-out. I joked to my husband that I seriously doubted they would remove a $20 appetizer four days later during check-out. Throughout our stay, we did not receive the 20% off of the dining. Upon check-out, my husband talked with the front desk. They said they would adjust the bill and send a revised bill to us via email later that day. This didn't happen and we were charged in full. Admittedly, I did not contact the hotel again for resolution. It was around $100 and with the great rate on the room, I didn't feel it necesary to argue over a credit less than $100.
These two issues would not deter me from staying at this property in the future (as long as I had a great rate). I would not pay the full price, as it is not worth that price until the rooms are upgraded.
This was a very family friendly property and I enjoyed the international mix of families staying here. A bit of advice - if you are looking for the Miami scene, do not stay here. This is a beautiful, quiet, family island that is perfect for a laid back, relaxing getaway. As mentioned above, the staff is wonderful.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
26 March 2012
Dear Elizabeth B,
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Thank you for sharing feedback regarding your recent stay. I am glad that our Ladies and Gentlemen were able to provide you with the type of attentive service that you have come to expect from a Ritz-Carlton, and that you enjoyed our Spa and Fitness Center and the tranquility of our adult pool.
I apologize however that there were certain aspects of your stay that did not meet your expectations and I would be most appreciative for the opportunity to discuss them with you directly. Please contact the Executive Office at 305 365 4500, at your convenience, should you wish to discuss your stay further.
We hope that you will visit our island oasis in Miami again one day soon.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC