The Ritz-Carlton Bal Harbour, Miami

I had an anniversary coming up, so I booked the Ritz Carlton Bal Harbour in Miami, expecting a luxurious and memorable experience. Unfortunately, what I encountered was far from that. Upon arrival, I was horrified by the discrepancy between what I had ordered to be in my room and what I actually received. I had requested specific anniversary decorations, but the poor excuse for balloons that greeted us was disappointing. Despite this letdown, my girlfriend and I decided to make the best of it and enjoy the fruit bowl that was supposed to be waiting for us. To our disgust, we found huge pieces of hair in the food. TripAdvisor won’t let me upload the video, but it was gross. The staff attempted to rectify the situation by redoing the balloons and food. They sent up new balloons and chocolate-covered strawberries, but to our dismay, they spelled "Happy Anniversary" wrong. After a tough day filled with these failures, I went down to the lobby, bought a cigar, and decided to enjoy it on the balcony of our room. The next morning, I received a call informing me that room service had reported a cigar on the balcony, and I was charged $250. This was ridiculous, in my opinion. How can you sell cigars and not allow them to be smoked on the balcony? During my cigar enjoyment, the sliding door remained closed, and you wouldn’t have even known about it if I hadn’t left it on a cigar holder outside. Needless to say, this place talks a big game but cannot follow through. I planned on staying longer in Miami, but I will be leaving this hotel to stay elsewhere. The staff took proper protocols to try to make up for the wrongs but once everything you plan fails with 48hours of your stay the damage is done. If my review doesn’t stick with you and you do choose to come here, please enjoy the best part of this experience: Marlene,Nicolas and the new manager from Boston at the restaurant below. They laughed me through the pain of it all, providing classy and excellent service. Ritz Carlton, your operations team needs to address these issues urgently. This was a disastrous experience that marred a special occasion.

Today I went and got a daybed at the Ritz Carlton and Lazaro, Kenley, and Bens Provided me with amazing customer service, and brought me complimentary sunscreen and water upon arrival. It was a phenomenal day, and Giovanni was an amazing server, very attentive. The beach water was refreshing, and even though the sun was in and out I still got my tan. The property was very well kept and I thank Ein for recommending me to this beautiful Hotel. I rate it 10/10 would definitely come back again.

From valet to check-in you can expect to be welcomed with an elevated experience. Lucio at the front desk is amiable with greeting you in high regards and is incredibly committed to your satisfaction. If you have questions or need something, simply ask! The rooms are spacious and the large windows adds a special charm to the breathtaking views that you can enjoy indoor or on the relaxing balcony. It’s very serene to watch the sun rise or set, to take a morning walk or to take a bike ride. The turn-down service is greatly appreciated and the common spaces are relaxing. Make sure to visit the Artisan Beach House restaurant and ask for Juan - you can count on an unbeatable atmosphere, delightful culinary experience and balanced attentiveness - a perfect mix.

From the moment we were greeted by the beautiful pool, Lazaro made us feel beyond welcome. He made my partner’s birthday super special and the staff were very attentive and available. Should we have needed anything, they were very accommodating but we didn’t. Everything was well taken care, perfect customer service for all occasions. Our first time here but we will be back very soon, thank you Laz!

Laz and Ein have made our stay absolutely wonderful. They were so sweet, professional and thoughtful. We are definitely coming back and I hope to see them there soon. Definitely should both be promoted. Thank you both for an amazing stay.