This trip was our third to the Ritz Carlton in Bal Harbour, and we stayed in different units using VRBO each time. By far, this unit was the least appealing, as it was in need of a deep cleaning when we arrived as well as general maintenance. The pillows were old, there were stains on bed linens, the towels were mismatched and like sandpaper (one hand towel even had the signature W monogram from the W Hotels), the travel-size toiletries were half-used, and there were dust bunnies everywhere. We also had to buy tissues and toilet paper. It just didn't seem well cleaned or well stocked after the last renter. The unit itself has a lot of deferred maintenance. One of the toilets kept running. The knob controlling the hand-held sprayer on one of the showers was hanging off the wall when we arrived. Both issues were addressed once we brought it to the maintenance person's attention. The shower door in one bathroom was misaligned, which led to water making the bathroom floor slippery. There were so many lightbulbs burned out (one of the bedroom closets, several in the main living area/entryway and bathrooms) that it was poorly lit throughout. The air conditioning units were noisy, with rattling and thumping a constant presence. Part of the issue might be that the owner is in Europe and probably doesn't see the unit for himself on a regular basis. That said, he was responsive to several of the concerns when we expressed them upon arrival. Unfortunately, that meant visits/interruptions from maintenance personnel over the first couple of days. Without being asked, the owner offered daily cleaning as a way to compensate. He also offered to extend our stay for two days free of charge. Given the difficulty with air travel cancellations (on the heels of a winter storm and the ensuing Southwest debacle) as well as firm college return dates for our daughters, extending our stay was not possible. Overall, the Ritz Carlton is fine -- not as well appointed as many other Ritz hotels (small gym, one mediocre dining facility) and in need of renovation -- but the unit itself needs a lot of attention. Hopefully, our stay and complaints will lead to a more pleasant stay for future visitors.
