So overall, the hotel facilities and service levels needs improvement to warrant 5 stars, but fortunately many of the staff are truly exceptional. This was all corrected on the third try, but the errors were in excess of a few hundred dollars which I find unacceptable. Our bill had several errors and did not correspond at all to our booking confirmation rate. And check your hotel bill prior to checking out. RC did provide us with a complimentary round of drinks for the first night which was a nice gesture. On the second night, we were told the courtesy cars ended at 10:30pm but when we phoned at 10:10pm, we were told that we were given wrong information and it was 10:00pm,and had to plead for a ride so we weren’t stranded again. Thankfully with the first restaurant, Vinya(and they’re fabulous by the way!), the owner secured an Uber for us when RitzCarlton’s front desk was not answering after we tried to get through for over 20 minutes. On two separate occasions, we were left stranded after our dinners as the courtesy car ended the night early. However, a key area of concern was their communication about the availability of the courtesy cars which take you from the hotel to neighbouring restaurants and stores. We liked our top floor view but our very expensive “standard” room was very small and definitely looks tired, and lacking in details like storage drawers, charging stations and convenient outlets for your devices. The Ritz-Carlton enjoys a great waterfront location in a quiet area of Miami which we appreciated, however the hotel was just adequate and definitely shows its age in decor and facilities.
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