The St. Regis Bal Harbour Resort — Hotel in Bal Harbour Village

This hotel is a complete and utter facade. Whoever claims that this is a five star property must be getting paid off by someone. This used to be a luxury resort now it feels more like a Motel 6 I couldn't agree more with Emmy's review. The rooms are dated and have stains on the carpet Check-in process took much longer than it should have. We did not have one decent meal in the hotel's restaurant. The food was substandard garbage and we actually felt sick after eating there

We had a similar experience with the "concierge", Solange. She was not helpful at all , seemed like she really didn't want to be there and never followed up as promised. She was hardly available and when she was there she was aloof, disinterested and unengaged. Both concierge seem bothered, unenthusiastic and bored. Clearly they are both not the right fit for what this hotel claims to be. "Madison Spaw" became defensive, combative, and snippy with us when we told her we were not at all pleased with the two entirely useless and inattentive concierge. Instead of apologizing, the "self-important" fledgling Madison , made all kinds of lame excuses for both of them. She was completely obnoxious and refused to listen to a word we said. She kept speaking over us whilst drowning us out. She is clearly an amateur , void of any social graces and appears to have very little experience in dealing with guests in this capacity. It is clearly evident she is desperately trying so hard to climb the corporate ladder and be noticed. Well we certainly noticed that she is a useless, immature, social misfit that has no idea how to treat guests properly Madison my dear, you should NEVER tell a guest that you have never had any complaints about someone the guest is complaining to you about ! I am complaining NOW about my unfortunate, less than stellar experience with some hotel staff members and my complaint is a very valid one . Did they not teach you that in hospitality school ? How dare you dismiss our concerns Eduardo (Eddie) was just as bad (the other concierge) When we asked him to recommend a particular kind of restaurant he said he would check into it and get back to us and he never did either . Why are these people even there ? Who the hell hires these people ? Is it Madison doing the hiring ? I wouldn't be surprised at all !!! It is pathetic and beyond disturbing that the St Regis would hire such low caliber amateurs . We can only assume they don't pay these people very well therefore they desperately hire anyone they possibly can with an astonishing lack of discernment. Why am I not surprised, it's Miami, known for the worst customer service and hospitality in the entire country. This would never be tolerated in a genuine 5 star hotel We certainly didn't expect this low level of service at the St Regis. We can now add this place to our list of hotels to avoid J.Stephen Power , you need to make some serious changes, like hiring all new people who are seasoned professionals, experienced and mature who represent the St Regis as expected, not immature amateurs like Madison . This place has really gone downhill and it certainly shows. You certainly have your work cut out for you. There seriously needs to be someone much more experienced and mature with skillful leadership in charge of these people , especially someone monitoring Ms Spaw who thinks she knows it all and sets the stage for an unpleasant and hostile environment. Mr Power, we have stayed at the Ritz Carlton in San Francisco on multiple occasions when you were the GM there and never would we expect these types of negative interactions with staff members It was an absolute pleasure each and every stay in San Francisco. Every single staff member was helpful, knowledgeable, courteous, and went above and beyond . Everyone seemed to genuinely enjoy working there, the complete antithesis of the disgraceful and deplorable demeanor of staff at this Bal Harbour dump Needless to say , we most definitely will not be staying here again,...

We have just come from a magical four day stay here. We wish we could give it 50 million stars. It started when we checked in with Deepak and were greeted with glasses of champagne, we clinked and wished one another a happy anniversary. When Deepak found out it was our anniversary he immediately upgraded our room and asked us if we minded waiting while he prepared it. When we got our room, there was a beautiful anniversary and heart balloon bouquet waiting for us, and just after getting our suitcases settled into the gorgeous and well appointed room, room service came up with champagne, chocolate covered strawberries, and an absolutely beautiful handwritten note from the staff wishing us many, many years more of a happy marriage. The champagne we enjoyed on the HUGE balcony with a stunning and panoramic ocean view. We then went on to dinner at the Saint Regis bar, where Angel took great care of us and the martinis were well-made, served in beautiful crystal glasses. The next day we decided to get a cabana at the beach and were greeted and set up perfectly by the lovely and kind Everah. We then met our beach attendants Clive and Facundo. They took care of our every need, constantly coming by with water, frozen drink samples, smiles, and even providing a dog bowl for our sweet rescue bulldog, Miss Sunshine, who was joining us for our trip. We asked Facundo for dinner recommendations and he sent over his manager, Verrel, who gave us just the best recommendations and somehow seemed to know exactly how and where we wanted to celebrate our vacation with the perfect places. We had such a nice time that we reserved the cabana for the next day as well. When we arrived at the beach, the amazing Daniela had made sure our cabana was already set up and our lovely waitress, Myrna brought fruit and both sparkling and still water to us and we had an awesome lunch by the sea! We also met Michael as our attendant that day and he was so kind to write down several recommendations of his home country, Jamaica, as my husband will soon be travelling there. Then Verrel found out it was our anniversary and he, Myrna, Daniella and several others delivered us beautiful champagne, and the absolute best Tres Leches cake with happy anniversary chocolates to our cabana. We felt so incredibly special, honestly? Like royalty. That night we attended the champagne sabering at the bar, which is always a treat, and Martha took excellent care of us. We told Martha it was our anniversary and she had noticed how much I fussed over the rose ice sphere in my cocktail, she also heard us say how full we were so she delivered a fresh glass and rose sphere for after dinner water, lol. Again, making us feel so, so special. The next and last day we had reserved a cabana again because it really is the highlight of both the hotel and our vacation. Daniela had again made sure it was already completely stocked and set when we got there and we enjoyed another great lunch, they have these clever boxes that keep the food hot from the kitchen to the beach! As we soaked up the very last drops of ocean and vacation, Daniela came over to our cabana. And, well, I can’t believe this and I was there(!) but she presented us with a gift from the beach staff that was a pink travel water bottle especially made for our doggy Miss Sunshine! I actually had tears in my eyes. The St. Regis is absolutely beautiful with wonderful staff, gorgeous furnishings and views and a beautiful and tranquil spa. But, the star of the show is absolutely the beach and beach staff. Verrel is doing just an incredible job teaching those “kids” how to do 5 star with a large side of perfection. As I said, I wish I could give five million stars. Each day we came to the beach, honestly, like we were, I don’t know? The owners family? Mr. And Mrs. JW Marriot? . We cannot recommend this property enough and can’t wait to spend many, many more special occasions here . Thank you so very much, for making a core memory for me, my husband, and of course,...

Our stay at the Saint Regis Bal Harbour Resort was a complete disaster, and I am absolutely furious. Having stayed at many luxury hotels worldwide, including the Saint Regis in Aspen, we expected a similar level of excellence here. Instead, it was the worst hotel experience of our lives.

The room and bathroom were covered in dust (see pic attached), causing everyone’s allergies to flare up. We were all sneezing non-stop because of the filth. How can a supposed 5-star hotel be this dirty?

We immediately called for a manager upon seeing the dirty room. The front desk assured us that someone would come up immediately, but no one ever showed up. When we finally got hold of the manager, Ernesto, he did not provide service anywhere near par. The staff’s dismissive attitude was infuriating and made it clear they didn’t care about our concerns.

While I was out, I ordered food for the kids. My oldest daughter had to go to the lobby to pick it up because we knew room service would take forever. The woman at the front desk treated her like she didn’t belong there, making her feel incredibly uncomfortable. When my daughter called the front desk to ask for utensils, it took over an hour, and they never arrived. There were no cutlery or plates in the room, so she had to feed our little one with coffee straws. This is unacceptable! They did bring ice to our room, which we didn’t ask for. When my daughter mentioned needing cutlery to the person delivering the ice, she was told it should be on its way, but it never came.

My daughter tried to turn on the shower for my little one and found the handles covered in a clear, sticky substance. This was beyond gross and completely unacceptable for any hotel, let alone a Saint Regis.

The room lacked basic amenities like tissues and toothpaste. To make matters worse, we even found holes in the walls (see pics attached). Are you kidding me? This is absurd for a luxury 5-star hotel. The charging ports were covered in dust, posing a serious safety and fire hazard.

To make matters worse, the curtains in our room did not work. We tried using the button near the door and the screen next to the bed, but the main curtain was jammed. Only the sheer curtains worked, blocking zero sunlight. After a long night, we couldn’t even sleep in the morning because the sunlight woke us up at 6 AM!

We paid $2,000 per night expecting a 5-star experience but instead felt like we were staying in a 2-star motel. The lack of basic amenities, horrible service, and the feeling of being unwelcome were infuriating. This was, without a doubt, the worst hotel experience we’ve ever had.

I am absolutely disappointed by our stay at the Saint Regis Bal Harbour Resort. The room was dirty, the service was atrocious, and we were completely neglected. We will never return and strongly advise others to stay far away from this hotel if they value their money and sanity. This was a disgrace to the Saint Regis name.

I’m still waiting on a reply from General Manager Stephen Power

it’s now, Friday, September 6, and still waiting for general manager, Stephen power or one of the other managers to get back with me

It’s been 5 months now and still no response...