service at this property has deteriorated from first class all the way to NO class. Had the worst experience EVER at a Marriott Bonvoy property. Checked out after one day and moved to Ritz Carlton 1/4 mile away (but worlds apart in terms of service). St Regis, wake up, fix this place before its too far gone. Hire hospitality professionals that understand the word. Please, this place used to be brilliant. Oh, and Kashmira, don’t bother with the boilerplate response you post under all the negative reviews. Nobody cares. Fix your staff, you’re losing credibility fast. This place needs real help.

Been coming here for many years, hotel is a really nice but the service has gone very very down hill. Below are the issues that occurred during my latest stay: - Had many issues with my AC which took multiple days to resolve. Room was 85 degrees. They sent a “engineer” to fix the AC on night 1, he said he fixed the AC. Woke up sweating bullets, AC was not fixed. Called back night 2 in the morning, they sent another 2 “engineers” who said they fixed the problem. Got back to the room after being at the Day Villa we paid 650$ for to avoid being in a hot room & the AC was still not fixed, still 85 degrees. I asked for a new room and they denied my request and gave me a 600$ credit. The room was well over $600 a night so I find this very unfair. I gave up at this point as I just wanted to try to enjoy my vacation. My fiancé has asthma and was having breathing problems due to how hot the room was at this point. We decided not to stay after night 2 even though we had 3 nights. - Booked a 90 minute massage before arriving online. Upon arrival we decided we’d like to get a couples massage so I attempted to call the Spa to change this. They did not answer there phones for 2 days. I called the front desk multiple times and explained the situation, they just forwarded my call to the Spa who did not answer the phone again and again. Finally only 2 hours before my massage, they called. The lady who called me was very rude and said they can move it as a “courtesy” however they only had one time slot available for a couples massage and we already had plans to leave at this point and go to a different hotel. Because of this, I asked to cancel and they said they will still have to charge me the full price of the massage + 20% to cancel. They said they’ve been trying to reach me for the past two days so it’s not there fault. There’s no way they were trying to reach me, I’ve received numerous calls from the hotel which I’ve answered and had no communication problems whatsoever. I’ve stayed at many different St Regis hotels around the United States and I’ve never dealt with this kind of service. St Regis Atlanta for example which I stayed at only a few months ago was an absolute joy, and the service was fantastic. If you are vacationing to Miami, I highly recommend checking out other options as you will definitely be disappointed as this hotel does not live up to the St Regis brand.

Love! My husband & I adore our stays @ St Regis Bal Harbour. We book ocean front suites & the rooms are spacious, always 100%, with walk-in closet & beautiful bathroom, well kept nothing needing updating, balcony spacious overlooking grounds / ocean. Unbeatable sunrises from your bed… worth making sure you wake up for them. Not too many food options for dinner, at least we didn’t feel they were our best option. Best little coffee to-go pastry option for the morning (there’s an on-site restaurant that serves breakfast as well). Beach drinks & food A+++ & service fantastic. Beautiful beach. Right across the street from indoor/outdoor mall with excellent dining options & unbeatable luxury shopping. For the price, St Regis is a must.

I truly don't even know where to start. Absolutely the worst service, hotel is extremely dirty, This is not what a St. Regis is supposed to be like. Insane waste of money and time. Make the mistake of giving them a 2nd chance and I truly wish I could turn back time. No AC in our room, no towels, housekeeping came when they felt like it which I believe was 1 time in 3 days. This hotel needs major improvements and the 1st one could start with a staff that cares about all of their guests. Stay anywhere else.

Gorgeous hotel. Exceptional service. From the moment you walk in, you can feel the luxury and the experience that comes with. The smell in the front lobby is amazing. Every single employee smiles and makes their best to accommodate you. The room was spacious and the bed was super comfortable. You’re really paying for a five star experience and it’s worth every dollar.

Not sure how they have so many good reviews. I felt like I was inconveniencing them just for checking in. And anytime I would ask for something, no one could help. The W south beach is a lot better experience. I wouldn’t have expected this level of service from a St Regis. Seems like a lot of people are experiencing the same at this location. Management needs to be replaced.

Room was very nice. Used a suite night upgrade. Breakfast was included and very good!!! We did have a coffee maker in room. The employees we had contact with, were awesome. Christmas decorations were magically put up overnight on Thanksgiving. Beautiful.

First off, the rooms are amazing. The beds are comfortable and clean and the bathroom is very nice. The service is very good and they are constantly making sure you are comfortable. The property itself is gorgeous and it looks like it’s a grand hotel from a move. The location is good, you are in Val Barbour which is a little isolated from other parts of Miami. The pools are very nice and the beach is amazing.

The front desk are not professional. Checking in, we were told we were eligible for a free upgrade as a Marriott rewards loyalty member. This did not happen. We were also told by our check-in host Mikayla that an exception could be made for our third member for breakfast and would not be charged. We were still charged and then they claimed to have never said anything. Twice we tried to contact the manager through front desk to sort these issues out and they told us on different days that they were “in a meeting”. Unprofessional and saying things that did not deliver and instead charge us extra. Cleaning staff also were not friendly and looked like they did not want to be here. Also the hot tub and elevator were both broken. Not worth the money for this subpar experience and we feel cheated.

I recently stayed at the Saint Regis Hotel in Bal Harbour for two days, and unfortunately, it was one of the worst hotel experiences I've ever had. Upon arrival, we discovered hairs in the shower and glass on the balconies, which was a concerning start. The lights in the bathroom were flickering and some were not working at all. When we brought this to the attention of the staff, we were simply told not to use them, which was not a satisfactory solution. To make matters worse, we found holes in the sheets, which was both unsightly and uncomfortable. But the most frustrating incident occurred when a cigarette was flicked off a balcony and landed on my bathing suit, resulting in a burn hole. Despite this clear accident, the hotel refused to provide a replacement suit, making me wait for five hours and then insisting on confiscating it for "evidence." After much back-and-forth, they eventually agreed to refund the resort fee, but the overall experience left a sour taste. This level of service and the condition of the amenities is simply unacceptable for a hotel of this caliber. I strongly advise against staying at the Saint Regis Hotel in Bal Harbour. It's not worth the disappointment and frustration.

I usually love St Regis Hotels however the service at this one is absolute trash. I would never recommend anyone staying here. I didn’t even stay here. I have been promised a refund for my stay from multiple people however I have yet to receive it. Every time I call to see what’s going on I am either put on hold or transferred to a new person who has no idea what is going on. I was told last week to call back by Tuesday, 7/25/23, if I did not receive my full refund. I called back today only to be told there was nothing noted about a refund in the system. I am so frustrated. Please save your money and go elsewhere, these people only want to ROB you.

What a laughable five star resort. I have never experienced such horrendous customer service from a "luxury" hotel. Reception was especially atrocious. There's an army of staff hiding and hanging out behind the front desk doors and no one assisting guests. An exeception would be Jorge who seems to bear the weight of actually helping out all the guests while his co-workers do nothing. Any request you have will take multiple follow ups and +1 hour. I gave up waiting for my luggage and had to go searching for it in the bellhop room myself. Frankly, most staff seem to avoid doing any real work and appear to dislike their jobs and guests. It's a great set for White Lotus. Lastly, DO NOT expect any early check in or late checkout even if you have status. Two stars because the rooms are actually nice, spacious, and have great views.

Although the location is beautiful the employees are extremely rude. You can find better customer service at a Motel 6. I traveled with some girlfriends over the weekend and we were treated poorly by employees from the moment we pulled up to the hotel. Stay away from this place..it’s not what it used to be.

There are many places to stay in Miami. However, if you desire the best service, friendliest staff, and top notch facilities, St Regis Bal Harbour should be at the top of your short list. We did a quick touch and go and the front desk assisted us in experiencing every hour we had to the fullest. From the waitstaff, to the Bell hop, and every manager, St Regis stood behind its reputation and delivers. Thank you to everyone that works there for embodying greatness.

This St. Regis hotel/resort will always be a special place for me. Last year I got engaged here and it was so magical. I was so surprised! I thought we were going for a staycation because we do this often but little did I know it would be an engagement weekend. The spa was lovely and so peaceful. The room was beautiful! The view overlooking the ocean was something out of a magazine. Pristine amenities and the food was amazing too! All the staff we encountered were very kind and helpful. O would definitely recommend people to check this out for a special occasion or holiday. You won’t regret it.

The entire staff that we encountered for our stay were incredible. The property is beautifully situated on the beach. We stayed in grand deluxe room. The room was very spacious with a good size balcony overlooking the beach & ocean. The bed was comfortable & there was a fully stocked mini bar in the room. The walk in closet was a good size with a full dresser. The property is super dog friendly.

Rooms are often not ready. The carpet is old, not cleaned nor vacuumed. It seems to be a battle to get wash cloths & when speaking with people on the phone they'll lie & say they're completely full but the night Manager will find you a room. For the prices charged & claim of 5 stars this location isn't cutting it at all. Not satisfied!

Gorgeous facility, impeccably maintained. Expect zero consideration for the highest level Bonvoy loyalty status. Rather than honoring suite upgrades, exorbitant “deals“, for empty suites are offered at thousands of dollars above nightly rate paid. Titanium platinum members denied upgrades, while suites sit empty. Late checkouts at management discretion also unlikely to be granted. We were told we were upgraded to an oceanfront, and then put in the ocean view room we booked. Felt retaliatory for asking for our suite upgrade. Marriott should not brand these luxury hotels as part of the Bonvoy loyalty program. If you’re comfortable with that, it’s a beautiful hotel.

I stayed there for a wedding. Upon arriving the front desk lady I think her name is Daysi was very nice. I arrived before 4:00 pm and they didn’t have a room. She allowed me to check in and wonder around till they had something available. The wedding was at 6:30 pm at the hotel so I was panicking due to timing to get ready. The guys at the Burger Bar were amazing! The drinks and food were perfect. There were to things that I didn’t like. There was construction noise in the Morning and when I asked for a late check out the lady said no and then said complimentary 11:30 am. I was like whatever and when I was leaving I encounter a poster in the closet were it says that check out is at noon. I was very upset because she lie to me and pretended that was being nice when she wasn’t. Here is the hotel pic where it clearly says that checkout is at noon.

We cannot find one single problem with this hotel…. We have stayed at many St. Regis and Ritz hotels and this is by far the best SERVICE hotel we have ever stayed at. The staff truly cares about your experience; we did stay in their Imperial Suite – this suite is immaculate. You wont want to leave…the location is the “Beverly Hills of Miami” The food and property is 5 stars easy !!!! You pay a lot but you get a lot !!! We would love to thank personally Anthony – Pool Staff Rick - Bar Facundio – Pool Staff David – Concierge All the staff at the hotel and including the housekeeping !!!

Hotel is very modern and clean and directly across from the Bal Harbour shops which is great. However, the food was mediocre and the service was even worse (probably because tip is included so servers don’t have to try). Place looks upscale and it has upscale amenities/vibe but the staff behaves otherwise. For this alone I would not recommend this property. Staff re-training is a must.

We had the most amazing time here in November! The Holiday Lights were up and it was stunning! We also had complimentary welcome glass of Champagne and they were baby friendly! Our baby got a welcome St. Regis Turtle and an exit St Regis stuffed animal! Also baby safe shampoo and crib available! The customer service was 5 stars and the breakfast in the morning with fresh presses juices and healthy options was yummy! Yoga on the greens was peaceful and the beach cabanas were clean and nice. Highly recommend St Regis Bal Harbor!

We stayed in the residences at the St. Regis Bal Harbour in October of 2023. We brought our two teenage daughters, and this stay was truly a delight! The location is breathtaking and the facilities are perfect for a relaxing escape. We especially appreciated the outstanding staff. Thanks to Diego for taking care of us at the beach and May and Hugo for getting us happily settled at the pool. The cheerfulness and helpfulness of the staff is unmatched. A special shout-out to Matthew at the St. Regis Bar. He saw our family at the entrance waffling on whether to enter. He warmly invited us in to enjoy the Sabering Experience and we had a lovely time capped by the best cocktails I've ever experienced in my life. (Thank you for the recommendations, Martha!) If you get a chance, take the opportunity to visit this lovely location!

The St. Regis Bal Harbour is a beautiful hotel in a great location. The staff once through the check-in process were great. However, we received very subpar hospitality from the reservations department and front desk staff. One day before arrival, I received an email from the reservations coordinator stating that I did not have enough points to cover my stay and that I needed to contact Marriott to figure it out. This reservation was made in August with the points deducted from my account then. As a Titanium Elite, I would expect they would ensure they had the correct information or at least a phone call, not an email stating I need to figure it out with Marriott Bonvoy myself. I even received several emails from St. Regis Bal Harbour welcoming me and asking if I needed anything with no issues stated. After spending 45 minutes out of my work day the day prior to arrival with Marriott support and St. Regis Bal Harbour reservations, they could find no problems with my booking and and they stated I should not have received that email. They both made notes on the reservation that everything was in order. Upon checking in, the Front Desk Clerk again questioned me about the points. I explained I spent 45 minutes on the phone fixing their clerical error and that both his reservations department and Marriott showed everything was correct. Instead of apologizing and offering compensation for my wasted time, he said he would let it go this time as though he was doing me a favor. I would not recommend this hotel to other based upon this experience.

Overall beautiful place… worth the $2700 a night, probably not but that’s opinion. Amazing views, large opulent rooms. Read many ppl saying staff is rude. Funny that’s the 1 thing we noticed we loved.. the staff was beyond friendly and accommodating, some of the best service we’ve ever received. Oh and food was excellent. Now the negative, hot tub broken, our shower broken, 1 sink stopped up ( glad there’s a 2nd). For this price and level hotel these things are unacceptable. Had all the things not been broken I’d say i would have given 5 stars.

My wife Julia and I stayed at the hotel this week for our 40th Wedding Anniversary. We live in London and we finished a cruise in Miami and wanted to stay in a top class hotel . We chose the St Regis as I wanted a special celebration experience and I had been recommended this hotel . It was certainly luxurious with beautiful public rooms such as the sophisticated Bar and the bright Atlantikos restaurant, where we enjoyed our breakfasts and two evening meals , as well as the large pool area and quiet terraces. What was outstanding for us was the level of service we received throughout our stay , from the Reception check-in , through the casual and more formal restaurants , and at the Bar . We felt the staff were genuinely pleased we had chosen to stay at the St Regis for our anniversary and they were always cheerful , engaging , and keen to provide us with an exceptional experience . We were given an upgrade of a beautiful suite , which elevated our experience further , and champagne on the day of our anniversary which was a lovely touch .The hotel was expensive , as was to be expected in staying at a top end hotel for a special occasion , but the beautiful property and the authentic service were well above our expectations . We hope to return very soon .

This is our favorite resort so far and it deserves 6 Star rating. Location, food, service, hospitality was outstanding. We truly enjoyed our stay and definitely will be back. All staff was outstanding, but I do want to point out one that made our stay extra special, Ziggy. We met Ziggy just as we stepped foot on the beach. He was positive, smiling, attentive, full of energy.

The best hotel stay ever. The customer service is amazing. Every employee I came in contact with was happy and helpful. The rooms are beautiful, the grounds are breath taking and the beach is so quiet and relaxing. This will be my go to reset trip every year. They even have amazing art everywhere. I don't even need to leave the hotel.

Last week was my family's 8th time staying at the St. Regis. Upon checking in I was greeted as. First time guest. Also, my lifetime Gold did not give me any better level of service or upgrades. When asking the attended about an upgrade he said we were fully booked. We paid full rate, no points or discounts. Yet They put us on the 5th floor by the elevator. Upon brining this to the Managers attention we were put on the 16ht floor is a better room. Why do I need to ask? After 5 days we learned the hotel was only at ¼ capacity. This was very disappointing as we are looking for honesty from our preferred hotel in Miami. The location and view are amazing, this still stands out. But the small gestures and perks are all gone, sadly. NO even free coffee! Many of the staff from the past are gone and have been replaced with young talent who have yet to learn the art of hospitality. No way this hotel is 5+.

The hotel was extravagant and the room and view was extraordinary! The only reason I gave 4/5 ⭐️is because the bed was awful. For the price we paid I was expecting at least a regular Marriott bed but honestly this was the worst mattress I have slept on in a very long time.

Every experience we have here is top notch. From dining experiences to spa days, the service level is unsurpassed. Always a pleasure to visit the St. Regis Bal Harbour.

My husband & I had a one-night stay between our cruise and travel home. We truly loved our time here, the hotel was immaculate, the service was professional and as I would expect for this caliber for resort. We enjoyed the beach front cabanas + adults-only pool, easy access to shopping & dining, and breakfast delivered on our patio was just right!

Nice establishment! Perfect 1 stop shop for all of your wedding needs. Attended a wedding here last weekend and it was awesome. Very accommodating.

Please save yourself $$$$ and nerves, DO NOT COME TO THIS PLACE! Management, customer service is beyond any critique. They simply do not care. Making your stay nice it is not in their best interest. Their one and only pool for families with kids is broken and not heated for a month and they simply don’t care , while adult only pool is all day in sun, heated and nobody is swimming in there but management will harass if you go there they will escort you out . Management is extremely rude. Awful experience ! We will never come back.

Hotel rooms are dated and never renovated since hotel opened in 2010. The interior and exterior of hotel are in bad shape. The fountains leak everywhere and are all shut down. Spa is not open everyday and lacks staff and services. Hotel rents ground level to a local church every Sunday Morning for years with huge crowds and noise and music. Hotel suffers without a decent resturant experience. The Four Seasons has the surf club, the St. Regis has nothing so you have to go else where. Service is not consistent. The best thing about the hotel is the location.

First vacation in 4 years. A two-room, three-night stay, without granting late check-out to 2:00 p.m., on a Monday, was not appreciated. There was absolutely no basis to end a lovely stay in this manner. Doubt there’s anyone waiting for our rooms at the end of summer.

Adam is the best he is hard working every time we come wich is often the location is awesome the rooms are very nice the beds are comfortable and the hotel is very nice. Adam comes by and gives our kids lemonade and my parents champagne on the house I feel welcome every time I come here thank you Adam.

Rooms and view make up for the rather slow service. In fairness it is slow season as well; I imagine service returns to normal once occupancy increases in October/November. I am a Marriott Associate so therefore the deal was exceptional, paying about 1/3 of the asking rate. If you order delivery with DoorDash or UberEats, make sure you come down to the lobby to receive it- do not count on the runner/bellman to deliver to your room in quick fashion. It wasn’t a bother to me but there were more children than adults, especially in the pool. Beach is better than the pool, servers are attentive; $32 for a brand-marked coconut. They start wrapping up the beach chairs at 6pm.

Nice hotel, but service is seriously lacking. The 20% automatic gratuity at every restaurant has left the staff on auto-pilot, not making anything special happen for guests. My room was not cleaned well (had an empty viagra wrapper in the closet). I asked for turndown at a specific time and they never came. The bartender at the main bar could not mix a classic cocktail without my direction and when he did it was served with a fruit fly floating in it, in several pieces after being shaken up with the ice in the cocktail shaker. Not one server mentioned the automatic gratuity leaving me double tipping on every bill. The buffet breakfast was nice looking but cold and clearly had been sitting out a long time. 5 star orchid displays though.

I was so elated and excited to get back to New York City and write this review about this fabulous resort. My family and I had the experience of a lifetime. From booking to our Concierge (Cynthia), to check in ( The hospitality was exquisite), Butler service ( Orcan and David) I don't remember everyone's name they were on point and very detailed, room service (Asnet) she was very friendly and engaging, my family loved her pure hospitality, St. Regis is so lucky to have her. Housekeeping nothing we have ever experienced at any other resort, the turn down service was the icing on the cake and we loved that gesture. Our Royal two bedroom suite was so beautiful with a breathtaking view of the ocean where we looked at the sunrise every morning, our breakfast that was setup for us every morning we couldn't ask for a better suite. All was fabulous and enjoyed from Villa, pool, Spa ( We all did three Oppulent Relaxation 90m package) am still on cloud nine, The St. Regis bar where we saw live singing with sushi and a bottle of wine the service there was also great and I can't believe this but the Valet was so friendly and helpful ( I am disabled) and needed little help getting in and out with my scooter and they were all so helpful and wonderful (MIKE) I love him, everyone was great but I can't forget his name. All in all I don't have one bad review to give; Miguel and Maria came to our suite to make sure that all was well and that was so wonderful of them for doing that, I had one complaint about rags and all was well the whole five days we stayed there. Thank you for such a wonderful experience, My birthday is in October and we will be back for that experience or greater, I would not stay anywhere else, I've been spoilt by St. Regis Bal Harbour Resort.

Although we did not stay at the St-Regis, we did go for drinks with some friends and were hosted by the very BEST way waiter; Angel! He was extremely kind and made our evening delightful with the excellent service he provided. Thank Angel xo

Worst “5 star” experience I’ve ever lived through. Do NOT bring your kids here, regardless of how well behaved and respectful they might be. Staff treats them unwanted pests. And they’ll treat you much the same. I went to front desk to make a request and a female manager came out and stood behind the desk agent and scowled at me the entire time. And naturally the request was not honored. Stay away if you are a marriott rewards elite member, they’ll resent you. Great location, beautiful property, HORRIBLE experience.

The hotel is aesthetically pleasing, but the overall service quality is just average. The bellboy was friendly, but the rest of the staff seemed to provide merely adequate service. They appeared somewhat aloof, as if they were more accustomed to serving OLD MONEY. I had an unpleasant encounter with a rude individual while waiting for the elevator. Despite being ahead in line, this person aggressively cut in front of us and complained about our speed, although we were waiting for others to exit the elevator first. Initially, I thought this person was a guest, but upon seeing them again in the lobby the next day, I suspected they might be part of the staff. Regarding room and balcony cleanliness, it was passable, though not impressive. However, the view was indeed spectacular. It seems like the hotel might be catering to guests with higher spending expectations