"We booked a family vacation months ahead, adult couple with kids (toddler age), socially booked two connecting rooms to accommodate everyone. Called the hotel to confirm room arrangement the week before the trip, all was confined. When we arrived to the hotel they told us they didn’t have any available rooms. They gave us two separate rooms on opposite ends of the floor. Is the expectation that 5 year olds sleep on the own room completely away from the parents? Or is the family supposed to split during a family vacation? Abysmal. And of course, it absolutely ruins the vacation, hoping for a proper resolution (first night down the drain.) We all cramped into one bedroom (by the the way, I suspect this is above legal occupancy limits.) No turn down service and we found an empty cigarette box in the closet. Kitchenette in the room smells….And this is a five star hotel?? Will not repeat and do not recommend"

"I am very disappointed with this property. It was recently renovated and yet the rooms are a little worn. The room I booked wasn’t what was provided at check in and there was little help from the staff to accommodate. As a titanium member I would expect more especially from Ritz Carlton."

"This was a special place. Everything was more than we could dreamt for especially the service. There were two folks that stood out which were Punky and Bryan, both at Luma. They ensured that we got everything we needed. I can't wait to come back again to experience the wonderful food, beach, pool and incredible environment. Thank you for such a wonderful time!"

"We stayed at the Ritz for three nights and our experience was good, but with some caveats. The renovated lobby and common areas are beautiful, and the staff were very welcoming. The food was excellent, with breakfast at Luna the highlight but Dune Beach Bar also great and Paralia very good. The pools were great, never crowded, and the resort was family friendly with a field for the kids to play, a ping pong table, large size chess, and a putting green. Our kids went to the kids club for two half days and the staff were excellent and they had a good time, it seems like most kids 10 and under would enjoy it. We also had a great time at the tennis club, with fun clinics and activities for kids and adults. So, the downsides… The service was very hit or miss. We waited an inordinately long time for our luggage to come up, and housekeeping took nearly an hour and multiple calls to come up with sheets for our rollaway bed. Another time we asked housekeeping to come back in an hour for turndown service and they never came back. In other situations, service was great and very responsive. The room quality, frankly, was underwhelming. It was a very nice room but in my view not high luxury quality and had upside down outlets (which is a silly complaint but it’s just something I notice) and carpet that seemed a bit dated. I would not have guessed it was recently renovated. So, overall, did we have a good time? Absolutely. Is it a good hotel that will probably improve over time? Probably. Did I feel we overpaid a bit and were a bit underwhelmed? A little bit. All that adds up to four stars for me."

"Just returned from 3 nights at the Ritz Carlton Key Biscayne. I was excited to hear that it had just been renovated, and it seemed like a good domestic use of an 85K free night cert. So we paid 2 nights using Marriott Bonvoy points, plus 1 night using the FNC. I wanted to stay longer but there was no more point availability beyond the 3 nights unfortunately. I definitely would've enjoyed another day or two, but I also think I got the vibe in the 3 days and didn't miss out on much not having stayed longer. I was traveling with my husband and 7-month-old and we have platinum status. Overall a really lovely stay; mostly positives with a few nit-picky complaints. Would definitely return. The positives: 1) They said they upgraded us; I think the only upgrade was to a higher level floor, the room didn't seem any different/bigger than what I had booked (was hoping for an upgrade to a larger room, but I think they were at capacity so that was not going to happen). In any case, being on the top floor was nice; less neighbors to have to worry about baby crying noises being bothersome, and decent views over the island (sadly was not facing the ocean). Room was pretty quiet; didn't really hear neighbors/hallway noise at all which we appreciated. 2) I'd noted that we were celebrating an anniversary/Valentine's, and, upon our arrival, they had rose petals in a heart shape on the bed which was very sweet. Additionally, I'd previously contacted them requesting a crib/mini fridge/diaper genie, and those 3 items were already set up and waiting in our room which I appreciated. We arrived prior to check-in time, and our room was already ready; I was thankful they didn't make us wait! 3) We were greeted in the lobby with free chocolates and offered champagne (we don't drink and I was a bit surprised/disappointed they didn't have an alternative fun mocktail...the only other option was water). Additionally, I'd off-hand mentioned to one of the staff that it was our baby's first RC experience, and she came back to us 3 minutes later with a RC onesie for our baby--so sweet and thoughtful and a really positive first impression! 4) Turn down service is always appreciated; they left chocolates and cute little shell turtles. 5) They had coffee/tea in the lobby in the mornings which was really nice; one morning (Thursday) there was also someone handing out pastries; unfortunately I didn't see him the following 2 mornings, so not sure if that's just a Thursday thing or I just missed him the other days? 6) Not only did they offer sunscreen/aloe/bug spray at the pool, they actually had swim diapers! Really thoughtful touch in case those with babies ran out/forgot/etc. 7) On-site food was pretty good. There's a Pura Vida which is awesome for coffee/smoothies/light lunch items. The poolside food was fine; nothing super special but not terrible. The Paralia and Luma restaurant food was great; very expensive, as expected, but overall tasty and a nice variety. We also went to the beachfront restaurant for lunch one day; it was fine, but I just wished I could've ordered it from my spot at the pool instead of having to relocate over there (much more diverse a menu than the pool menu which was pretty small). There's also a little gelato spot at the pool which is very overpriced but fun on a hot day. Really great kids menu at the pool too. Did not try breakfast/brunch at Luma because breakfast was not included and didn't want to pay for it. 8) Overall really friendly and attentive staff everywhere. Especially on the weekdays when it was less crowded, it felt like there was a LOT of staff working there. 9) I didn't actually experience the adult-only pool since I had a baby with me, but the family pool was SO warm it really spoiled us. It made it so much easier to take our baby into the water and not be afraid of her getting too cold, and she enjoyed it that much more (felt like a bath)! Maybe in the heat of summer I wouldn't love it so much (perhaps they won't heat it so much then anyway), but it was really comfortable and we enjoyed it. The design was also very baby/kid-friendly with the shallow walk-in sloped area. 10) Overall it was very kid-friendly and stroller-friendly across the board. Not very big, easy to get around. 11) The poolside experience was pretty enjoyable; they have nice padded chairs, plenty of umbrellas, and plenty of staff who help set up the towels/umbrellas so you don't have to do a thing. The weekdays before the hotel got super crowded were admittedly more enjoyable; there were plenty of chairs to choose from, the waitstaff was super attentive, etc. On the weekend when it hit capacity, the chairs were all taken by 10a-ish and the waitstaff was a lot harder to get ahold of. Apparently they go to a waitlist system once all the chairs are occupied. The beachfront area is nice and has lots of chairs set up too; similarly, staff is out there ready to set up everything for you. The water was lovely and they also have kayaks/paddle boards/etc to use. 12) Really nice, large gym with Pelotons and plenty of machines so you don't have to worry about waiting. They also have a free workout class every morning (switches from yoga to pilates to functional fitness, depending on day). I went to yoga twice which was really nice, though I do wish they held it in a different location; the main green area was way too busy/bustling by 8:30am so it wasn't really quiet/peaceful (and was directly facing the sun!); I imagine there is a quieter spot (and shadier spot) we could've used. 13) I hadn't been there before the renovation so I can't compare, but the hotel is really lovely and mostly designed well. Stylish and chic but not too "trendy"; very elegant and classy as one would expect of a RC, but also casual and coastal vibes to match the surroundings. The negatives: 1) Perhaps this doesn't bother other people but I was super annoyed by the room layout/configuration, specifically in that the AC vent was less than 2 ft away from my head on the bed, so if the AC was on, it was blowing air directly at my face. I found this really uncomfortable, to the point that I turned off the AC overnight. I went down to the front desk the next morning to inquire if there were other rooms available with a different configuration, and I was told no, they were all like that. I find that sort of hard to believe, but I dropped it at that point. For a hotel that just underwent a major renovation, it seemed like a bizarre design choice and I can't imagine I'm the only person to be bothered by this. 2) Despite all the grand re-opening announcements, there are still parts of the hotel that were clearly not actually done yet. The most major one being the spa; parts of the spa are still under construction, including the sauna/hot tub area, so if you book a spa appt, you can't actually use those facilities. There was also still tile work still needing finishing in the locker room area too. They failed to mention this when I booked my appt (both via email and on the phone) which I didn't love. Totally understand construction delays are a thing, but I just wish that had been communicated. (I later mentioned this and got a minor credit back). The pool bathrooms had also clearly not been redone yet; there was rust on hardware, door hinges that barely worked, etc. Our bathroom toiletries were not stocked (not sure if this was just a housekeeping issue or part of the reno), and I thought it was strange there wasn't a separate light for the water closet/toilet in the bathroom. Additionally, after a major reno like this, I was surprised/disappointed they didn't have automatic door opening buttons throughout the hotel. Would have been much more wheelchair/stroller-friendly had they been installed! 3) I thought it was strange that a hotel of this caliber only gave us 1 robe in the room (and it wasn't a good one). There were no slippers. There was also nothing "fun" like a RC branded beach bag or water bottle, which I sort of expected of a Ritz property. Obviously not a huge deal, but surprised those extra touches didn't exist here. 4) They have a Tremble pilates studio built in next to the gym, but the whole thing was super confusing. I had emailed several times before arrival asking for details about this because I'd seen it on the website and nobody gave me any additional helpful info via email. Also, since it's on the hotel gym website, I had assumed the classes were a part of the resort fee/included. However, upon arriving and going in person to talk to the instructor in the studio, I learned that that was not the case. She then told me there was a discount code and I should contact the front desk to get that. However, when I did that, I was told there was not actually a discount code. So that was frustrating; if it's not included in the resort fee (which it should be IMO), at the very least hotel guests should get some sort of discount! They also apparently require pilates socks, which nobody mentioned ahead of time when I'd asked about it and would've cost me an additional $20 in studio to purchase (wild). 5) Resort guide info online was not accurate/up-to-date. Not sure if things have just been changing a lot since they reopened but a bunch of info in there was incorrect (I showed up to the spa 30 min late to their "renewal ritual" because the times online were not updated). The Tremble info said 7/7:30 but they actually had classes almost hourly...and there was no mention of the spa partially not being open. 6) Not the most environmentally friendly? I'm not the greenest person out there by any means, but I thought it was odd that housekeeping was throwing out our partially used plastic water bottles on our nightstands and replacing them with new ones every day (and why were were even getting plastic water bottles to begin with? Let's get reusable ones and fountains installed!). Those were my main impressions! Overall, a really solid stay and great use of a Marriott FNC. Complaints were mostly minor and nitpicky, with the exception of the AC issue which potentially could keep me from returning TBH, but I'd do some more digging and speak with a manager to confirm if it's really the case that every single room is set up that way (which again, I doubt). I'd definitely return with my baby as she grows older and can take advantage of more things there (kids club, splash pad, etc). Would recommend overall!"