The Ritz-Carlton South Beach

Disappointing experience at a hotel...

Disliked: We were truly disappointed by our stay at The Ritz-Carlton, South Beach — especially compared to previous positive experiences at other Ritz-Carlton locations. What made it even more surprising is that this happened in the U.S., where we’ve generally experienced much higher levels of hospitality and customer service in similar situations. Unfortunately, that was not the case here.Due to a canceled flight, we missed the first night of our reservation. We notified the hotel early that morning and requested the night to be removed, but received no understanding or flexibility. Despite not using the room or breakfast, the hotel refused any refund. In similar situations at other five-star hotels, we’ve always received at least a partial refund or a goodwill gesture. Here, we were met with rigid policy and indifference.We were surprised to discover that the prepaid breakfast did not include even a simple cappuccino only basic American coffee. Any specialty drink came at an extra charge, which was never communicated. This kind of nickel-and-diming feels unworthy of a hotel at this price level.Unfortunately, this experience fell far short of what we expect from The Ritz-Carlton or any five-star hotel.