I stayed at the Ritz-Carlton South Beach on August , 2025 to celebrate my boyfriend’s 35th birthday — an occasion I called ahead about and was assured would be made “very special.” Unfortunately, it was one of the most disappointing hotel experiences I’ve ever had and completely inconsistent with what the Ritz-Carlton name is supposed to represent.
Upon arrival, we were placed in an old, dark, and extremely noisy room in a run-down wing of the hotel. To get there, we had to take a service elevator and walk through broken hallways with missing curtains. It felt more like a forgotten back corner of a budget motel than a Ritz-Carlton. Inside the room, the bedside lights and phone didn’t work at all, forcing me to call the front desk from my cell phone to request a new room.
What followed was nearly an hour and a half of miscommunication and delays — on my boyfriend’s birthday, no less. I was told someone would call me back with room options, but no one ever did. When I called again, I was told there were no other rooms in our category, only a downgrade with no balcony and no view. I asked to upgrade to a suite (which should have been offered complimentary considering the circumstances) and was told I’d receive pricing “shortly.” After waiting 40 more minutes with no response, I called again, only to be met with rude and dismissive service. When I finally got upgrade options, I was misled — the “suite” they quoted was not a suite at all, just a standard room with a better view.
We ultimately stayed in the original room, where electricians had to come repair the lights. The bathroom drain didn’t work either. At no point during our stay did anyone acknowledge my boyfriend’s birthday — not even a card, a dessert, or a simple “happy birthday.” I had called and emailed in advance to make sure it would be noted, and I was ignored entirely.
The disappointment extended beyond the room. Poolside service was painfully slow, and even the cookies in the minibar were stale. At the beach, the restaurant blared music so loud it drowned out the sound of the ocean — and bizarrely, the pool area was playing different music at the same time, creating a headache-inducing clash of noise. The beach bar was practically empty, making the volume completely unnecessary, and the bathrooms were dirty and poorly maintained.
To make matters worse, when I tried to follow up after my stay to share this feedback, it was nearly impossible to reach anyone. Emails went unanswered, and there was no clear contact for management. For a property that trades on its “legendary service,” this total lack of accountability is unacceptable.
I have stayed at Ritz-Carlton properties all over the world, and I specifically chose this hotel over the Four Seasons and Faena because of my lifelong loyalty to the brand. I regret that decision. This stay was chaotic, mismanaged, and completely beneath the Ritz-Carlton standard. From the outdated, broken-down room to the unresponsive staff and complete indifference to a special occasion, the experience was a total letdown.
Avoid this property if you’re expecting the real Ritz-Carlton experience — you won’t find it here.
