The Ritz-Carlton Key Biscayne, Miami

The staff are still exceptionally well trained. That’s the only thing left from the old Ritz, and the reason for the three stars. I used to be one of those Key Biscayne Ritz regulars who was devoted to the place, but I can’t support it anymore. Since reopening, it feels like twice the price for half the value. The lobby and outdoor changes don’t look like millions of dollars’ worth of work to me. The architecture and decor feel muted and sterile. I didn’t visit a room. At the Rum Bar, drinks are smaller and prices have doubled. The appetizers are small, mediocre, and overpriced. I also went to a reception with the worst hors d'oeuvres, far below what I expect from the Ritz. I don’t know what the host paid, but they probably overpaid by a lot. The so-called Mediterranean restaurant, was that an April Fools’ joke? Not one dish was palatable or what it was supposed to be. Who would call tomatoes in greasy white sauce moussaka? We used to go on Fridays or Saturdays for drinks, small plates, and music near the Rumbar. This time the band seemed like a group of beginners, playing a repertoire I didn’t know. The music was, well, not danceable. I’d been eagerly waiting for the spa to open. When I went to book my usual manicure, pedicure, and massage, the prices were more than double: $120 for a manicure and $450 for a massage. Outrageous! Maybe the Ritz is trying to recoup its remodeling costs quickly, or maybe I don’t know about all the millionaires and billionaires who live on or visit the island.

Stephanie, the Rooms Controller, went above and beyond to make our stay run smoothly. Service was good overall, with warm, attentive interactions, especially from the beach team despite how busy it was. The beach could have been better organized at peak times, though everyone stayed polite. After the renovation, the Ritz-Carlton looks truly beautiful. The updates make everything feel fresh, modern, and thoughtfully designed, while keeping the classic Ritz charm. It was disappointing to learn that spa access is no longer included, especially at this price. Still, we had a great experience and are looking forward to coming back.

The hotel grounds were beautiful, and many parts of the service were pleasant, but what happened after our stay overshadowed that. I developed dozens of painful bites all over my body. At first I thought they were mosquito bites, but their intensity, clustering, and spread made it seem like something more serious. The itching was intense for weeks. I washed all my clothes in hot water, sprayed my luggage and left it outside, and took other steps to deal with the aftermath. I was at a conference, and more than 30 other women reported the same problem during their stay, as far as I know. Guests compared experiences, and after speaking with a medical professional, there was concern the bites might be from bed bugs. The hotel later said inspections of the reported rooms found no evidence of bed bugs, and suggested no-see-ums or sand mites might be responsible. If biting insects are a known concern on the property, and they were present in great numbers while we were there, guests should have been informed ahead of time and given prevention advice. Some guests were reportedly told it was an “isolated issue” and that nobody else had complained, which didn’t match what many conference attendees shared. I can personally list at least 20 room numbers where guests reported similar concerns. The follow-up was the most disappointing part. It didn’t seem like the issue was fully investigated or treated with the seriousness it deserved. We’re still waiting to hear from the hotel’s claims department after leaving multiple messages about how this will be addressed.

The breakfast buffet is great, but check whether it’s included, since it costs $50 per person. The pools are both packed by 10 am, so finding two seats together is hard. Lunch for two at the beach cost $100 and took 45 minutes. The coffee cafe had a 20-minute line, followed by another 20 minutes to get the food. The gym is a disaster: some machines don’t work, there’s no WiFi, and the TVs have no remotes, so staff can’t change the channel. Rooms have tiny showers and single sinks, and half of them face the parking lot. Delivery trucks beep and screech all morning. Maybe this could be a five-star place someday, but it’s a long way off after reopening from renovation. At $300 a night, it would be great. At $1,000 for a low-floor room facing the parking lot, it’s three stars at best, maybe two.