Family vacation booked at the last minute for spring break.. We enjoyed the beautiful beach with soft groomed sand, the quiet pool side with mix of shade and sun options. Raise the flag at your lounger and get great service and my favorite mahi burger; exceptional service across the large property . I Enjoyed the quiet mornings walking out to the Bragg state park in the morning and photographing wildlife. So close to Miami but with a remote feel. Good restaurant options nearby. Roof and other areas need some maintenance and freshness but it didn't affect our relaxing stay.Great staff! Please take care of them during the upcoming renovation and hire them all back. Will return.

– Osgood Jeremy

5 Stars! A few weeks prior to my stay, guest relations emailed me to ask if there was anything they could do to make our stay more enjoyable. I asked if early check in was possible since we were getting off of a cruise ship for our 5 year anniversary. And yes, we were able to check into our room at 11AM! I didn't really expect any additional amenities as I only have bonvoy silver status, but we also received rum punch for 2 as an amenity for our stay. We previously looked up some restaurants in Key Biscayne, but the location was so beautiful and the steak fajitas were so delicious that we decided not to leave the resort.
The spa staff, really all of the staff, were wonderful too!

– Michael Rivera

Rating is based on American Airlines rewards points: we decided to use our travel points at this location rather than an ocean villa in Cancun. That was a massive mistake. Upon checking in, we found out that American Airlines brokers or paid for specific rooms to use to do offer these awards. The level of service in our American Airlines owned room was trash, it was dirty, no one cleaned our room the entire 3 days we were there- we had to throw away our own trash that piled up, get new sheets from the service carts and storage areas. It was very frustrating bc had we known this, we would have not booked here. It really ruined our vacation. The only vacation we take a year.

We then stayed in our last night with Marriott points- and the rooms were noticeable different from cleanliness to mattresses, to level of service from the service staff.

I highly recommend for Ritz to either step in and manage these properties that they are selling off for rewards, or hold a higher standard for these tenants- or cancel the contract.

The other part of this is learning the industry of airline points- if they do this at the Ritz Carlton, then no property is safe. Had I booked in Cancun, would I have gotten the same level of shit?

We are going through American Airlines to discuss our complaints- but I think Ritz needs to take this down vote bc it’s on them for not managing the properties / rooms according to the same guest standards. I should give a 1 star review.

Room I stayed in: 384
Stayed in this room: 04/21-04/24
– Fan does not work properly, only works at one speed and going the incorrect direction blowing heat rather than cool air
– fluffy dust and hair and filth around the room, behind head boards, found random squish toy under the bed
– bathroom smelled like pee
– bath tub noticeable dirty
– about 3-4 baby cribs and pack n plays stored randomly taking up closet space and under the bathroom vanity
– no one serviced our room or asked if we needed anything- we had to go into the service areas to drop off our trash and get new towels and sheets- made our own beds-

Every time we attempted to get help, we were told we had to go through American Airlines- no customer service person was willing to go above and beyond to make anything happen.

I felt like we were camping.

Shame on your service staff.

– J K