‪موقع رائع، ليس على قدم المساواة مع فندق...‬ - ‪The Ritz-Carlton Coconut Grove, Miami‬

Dear Jules1683,

Thank you for sharing your detailed feedback regarding your recent stay with us.

I sincerely apologize for any shortcomings you encountered during your visit, and we truly value your insights as they help us to identify areas for improvement and apologize if the family-friendliness of our property did not meet your expectations.
We understand the importance of catering to families and will take your feedback into consideration as we continue to enhance our offerings.

Regarding your check-in experience and room allocation, I apologize for any oversight in recognizing your Bonvoy Platinum status and your booking through American Express Fine Hotels and Resorts. We will review our procedures to ensure a more seamless and personalized experience for our valued guests in the future.

We regret any confusion regarding the availability of totes and apologize for any inconsistency in the information provided by our team members. This is not reflective of the level of service we aspire to provide, and we will address this internally to ensure better communication and consistency moving forward.

Your feedback regarding the pool and dining experiences is also appreciated.

We will review these areas to ensure that we are meeting the expectations of all our guests.
Once again, we apologize for any inconvenience you experienced, and we hope to have the opportunity to welcome you back in the future and provide you with a more enjoyable and memorable experience.

I would love to discuss further if you'd allow me a good time and contact number to reach out to you.

Warm Regards,

Gilbert Rivera
Assistant Rooms Executive