The St. Regis Bal Harbour Resort Tripadvisor Reviews - The St. Regis Bal Harbour Resort - Trade Reservations
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The St. Regis Bal Harbour Resort Tripadvisor Reviews
Latest Reviews On Tripadvisor
24 Reviews
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poor security
Rented 4 rooms. left some personal items behind in one of the rooms, never found them, I guess I have to agree with the other review, very poor security for such a high end hotel. Main Telephone operator had a terrible way of dealing with the guest
Be the first to ReplyDisappointing
I recently stayed at The St. Regis Bal Harbour on business. Having recently stayed at The St. Regis in Buckhead, I had extremely high hopes for this property. Upon arrival, no one greeted me or offered to help me with my bags. I made my way to the reception desk where 2 people were working. Each employee was helping a guest. It took well over 20 minutes before they were able to help me and then it took an additional 10 minutes before I received my key. The entire process was very unorganized. The employee checking me in seemed fairly new and when he asked for help from his manager, the manager seemed annoyed. Upon check-in, my first impression was that room was nice, but has definitely seen a lot of wear - button broken on lamp, rust stains on lamp shades, cracked touch screen panel, and handprints all over walls and sliding glass door. Overall attention to detail was severely lacking. It was not what I would have expected from this brand. Restaurant staff at Atlantikos was inconsistent. When they were on point, it was great, when they weren't it was extremely frustrating. Checkout was a process as well, finally someone pulled me over to the concierge desk and helped me there. Again, this took way too long, about 10 minutes. All in all, I would not choose to stay at this property again.
Be the first to ReplyNot as good as it used to be
March 24-28, 2024 stay. Stayed at this resort at least 5 times in the last two years. It used by be our favorite place in Bal Harbor area. Love the beach, the hotel and loved the service as well as the proximity of shopping. This time, the experience was different and made us think that we do not wish to return. We arrived around 7pm, our check in was the dullest one I've experienced in the last decade. From arrival at the front door and the bellman who was considering if a greeting is in order, to the greeting at the registration desk, which was extremely flat, super short and abrupt. The usual offer of a glass of sparkling wine or water was not presented, until the guest checking in next to us, who arrived later and was offered one by hotel staff who was handling their arrival. Dinner at the Burger Bar ( which was transformed into an Italian pop up place was weird), we were not greeted, I had to approach the bar after standing awkwardly in the doorway for a few minutes, we were told we could sit anywhere, the service was slow, we had to flag someone down a few times to ask for most common items. Atlantikós was very busy every day for breakfast, the first morning, there was a line of about 20 people, extending all the way to the pool area. We chose breakfast instead of points during arrival, but did not get to eat breakfast not even once during our stay. The room. The mini fridge was not fully stocked. The next day some additional soda items have appeared in it, they also appeared on our final bill, but I did not argue... We have booked an ocean front room, the room we were given was ocean view, while the views are pretty good from all the ocean facing rooms, there is a price difference in booking between the two categories. I did reach out the hotel team a couple of times regarding this discrepancy. Each time I was given the same text response stating that someone will get back to me, but nobody did. I followed up, heard the crickets. I did not bother with the front desk. After my arrival experience, my expectations were low with their ability to resolve or at least provide a sound explanation. I do want to note an amazing job of the staff at La Gourmandize One of the ladies even recognized and acknowledged us from previous stays. Which was probably the nicest interaction with the staff on this trip. Our son also had a great experience with the staff member at the gym. I sincerely hope the resort will review and re-evaluate their customer service situation. We used to love coming here, but after this last time, I am not certain if this location be considered for future stays.
Be the first to ReplyBest Hotel
This is our favorite hotel! Everything here is top notch from the ambiance, food, service, and location. The beach crew does an awesome job making our beach days easy and enjoyable! Diego took extra great care of us and helped us get setup even on the busiest days. 10/10
Be the first to ReplyBest experience ever
Diego over at the beach was so professional and attentive he continuously checked up on us through the day and made our day so much better will most definitely be coming back very soon and will ask for him, staff inside was very polite and gracious
Be the first to ReplyAbysmal service and no longer a good hotel
Having stayed here before and as someone who is loyal to the St Regis brand we wanted to stay here once more while in the Miami area. It is very clear the hotel and service have deteriorated vastly from our previous stay in 2016. Check in was very disappointing. We were greeted by Benjamin who after thanking me for my Gold level loyalty immediately told me check out is at 11am and late check out cannot be guaranteed. I hadn't even asked about a late check out! However I then mentioned it was an Amex FHR booking with a 4pm guaranteed check out and nothing more was said. He then had system errors on his computer meaning I had to move to another desk to allow him to fully access my reservation. He told me he was new and then asked a free colleague for help logging into the system at the other desk. His colleague declined to help him! Luckily another colleague soon came from the back office and was able to help him. The reservation was an American Express Fine Hotel and Resorts booking therefore we arrived at 12.45pm to enquire if early check in was available. I was told it wasn’t and I understand that as the 12 noon check in benefit isn't guaranteed. Benjamin told me he would e-mail me to advise when my room was available. This didn’t happen. My room was still not ready over 3 hours later when I returned to reception at standard check in time of 4.00pm and spoke to Riccardo. He told me our room was in the final stages of preparation and again I would be contacted by e-mail when ready. Again I wasn’t contacted and we returned to reception at 5pm to see what was going on. We were reminded by Riccardo standard check in time was 4pm and we should wait for the e-mail. I reminded him it was now 5pm. Another member of staff on reception then immediately gave me our keys which were already prepared and in an envelope with my contact details written on it, which were never used to contact me. While I understand 12 noon check in isn’t guaranteed under Amex Fine Hotel bookings, I find it totally unacceptable to finally gain access an hour past standard check in at 5pm and for two members of staff to fail to honour their commitment to contact me. Goodness knows when I would have been given the room if I had waited for a non-existent e-mail. While waiting for the room our luggage was taken and stored in a room in the lobby. We were told we could access our suitcases if needed. While sitting outside in the warm sunshine we wanted to change into more comfortable clothes. When we asked a lobby staff member to access our luggage we were given free rein of the room, which contained numerous pieces of other guest's luggage, without anyone checking our identity or our luggage receipt. This is a security risk as anyone with malicious intent could access the room and help themselves to anything. We then removed all valuables from our suitcases as we didn’t trust they would be as safe as they could be if kept in the luggage room. Our luggage was eventually delivered to our room by a porter who had an attitude that he would rather be anywhere other than at work. Breakfast the next day in Atlantikos was an ordeal. The food was really nice, however after asking and then being subsequently ignored by 4 or 5 different members of staff, including the manager, at the hot counter, we waited almost 25 minutes for poached eggs and then gave up. 30 minutes after first asking, a waiter brought over the poached eggs followed by the restaurant manager to apologise. While we were relaying our concerns to the manager he simply walked off, he couldn’t care less. This is absolutely not what we would expect a manager to do while engaging with a customer. On the second day bar service at the tranquility pool was a total farce. We asked a member of staff for our bill when it was time to leave. The staff member was standing behind the bar next to the pool doing absolutely nothing except browsing her phone. She said "your server is coming" and then immediately walked off when asked for the bill. This person returned to the bar about 15 minutes later and continued to do nothing but stand and browse her phone again. There was no sign of our server. After waiting over 30 minutes for the server to appear we gave up and made our way down to the bar under the tranquility pool to sign the check. When we asked at the bar there wasn’t even a check open in our name. We then had to wait while the bar staff sent for our server to confirm what had been ordered. The USD 55 resort fee charged to our bill - we have no idea what benefits this afforded us as it wasn’t mentioned at all during check in or during our stay. Appears you just get charged this and expect nothing in return. There were a few good points. Angel who works in the bar was as nice and efficient as he was before when he worked in BH Burger during our last stay. Samir the waiter in Atlantikos was good and very proactive and was very apologetic for the bad service, more so than the actual manager was and Samir had nothing to do with the bad service. The food was very good. The ladies who arrange the towels on the loungers by the pool are very good, friendly and professional. When we checked out the reception staff did ask for feedback on our stay and acknowledged our concerns. I don't expect this will change anything at all. Funnily enough, while we were checking out and giving feedback the customer at the next desk had a large list of complaints for the reception staff which I found amusing. The absurdly high price for this hotel I would be happy to pay if the service was up to standard as the hotel decor, food quality and amenities are actually good. Unfortunately the service was deplorable and not what I expect in a five star hotel paying USD 1,600 a night. I bitterly regret my decision to return to this hotel having endured the service I did on this occasion. I sincerely doubt I will return and will likely chose alternative properties on my next visit to Miami. My tip, save yourself some money and frustration and choose to stay elsewhere!
Be the first to ReplySt Regis beach 🏖️
Amazing Place great weather beautiful hotel !!! a great time!! Marina , she make me is Amazing service and she was help me with everything!!! I love this place and will recommend to my friends and family very clean and neat Hope to come back next year!
Be the first to ReplyBeautiful stay!
We had a great experience at The St. Regis! We’ve been coming here for many years and this time around Mia was super helpful. She accommodated us with any request we had. Our room was immpecable and they sent us a fruit basket in honour of our anniversary.Thanks for a great time! We will be back soon!
Be the first to ReplySt. Regis Bal Harbor exceeds expectations !
This is a great hotel. The front desk woman I forgot her name was so nice when I checked in. My baggage was still in Newark and I was frazzled to say the least. She upgraded me to a suite that was ready . It was beautiful with a kitchen. The bellman were most helpful and brought my bag to the room the next day when it was finally delivered. The Hotel is very nice and there are 3 pools. You don’t have to fight for seats. The beach is lovely although I only went once. Pool service and beach service are very good . They have a sign not to bring in outside food but some people did anyhow. Breakfast was very good and the entire staff was so nice. They could use another restaurant for fine dining in my opinion. But there are many restaurants nearby and the mall is across the street. Thank you again for the fine service and vacation!
Be the first to ReplyJuan and Rickey are the best
Juan, is hands down the best employee at this resort.We had poor service to begin with, but our second day Mr. Juan made up for that. He deserves an award for his service honestly! Mr. Juan & Mr Rick are awesome! We are definitely coming back in because of them! It was my 21st birthday and they definitely made it one to remember! We highly recommend this resort, only because of their 5 star service, and kindness!
Be the first to ReplyLuxury with Mixed Feelings: My Stay at the St. Regis Bal Harbour
As a seasoned traveler and Marriott Titanium Elite member, I approach each hotel stay with certain expectations, especially when it comes to brands known for their luxury and service. My recent stay at the St. Regis Bal Harbour Resort, a brand celebrated as the pinnacle of Marriott's luxury portfolio, was met with anticipation and high expectations. Despite the St. Regis's reputation and the steep $1700 per night room rate (though I utilized points for my stay), my experience fell short of the expectations set by such a prestigious brand. Additionally, I redeemed 2 of my Marriott Nightly Upgrade Award (NUA) Certificates for a suite upgrade, a perk I highly value as part of my Titanium Elite status. My enthusiasm was piqued when I received an email days before our arrival, inquiring about our plans and preferences—a gesture that promised a tailored and memorable stay. However, the reality of our 2-day visit began to diverge from my expectations soon after our arrival. Following a 30-minute Uber ride from the airport to the northern Miami Beach location of Bal Harbour, we were greeted by the valet but encountered a delay at the check-in. Despite no visible queue, a 5-10 minute wait without immediate attention from the front desk staff was our first sign that the service might not meet the St. Regis standard. Though the concierge offered a token bottle of water during our wait, the check-in process, when it did happen, was less than welcoming, with little to no introduction to the property or its amenities. The room, while nice and boasting an impressive bathroom and high-quality amenities, did not deliver the "something special" I expected from a suite upgrade at such a cost. In essence, it felt more like an enlarged room with a grand balcony overlooking the ocean rather than a true suite—a disappointment given my previous experiences with NUAs at other hotels. The property itself was beautifully maintained, with private pools and direct beach access, where the staff was attentive in providing beach essentials. Dining on-site offered excellent service and quality at the pool and breakfast buffet, with a few standout interactions that highlighted what St. Regis service could be. Stepping out from the resort, Bal Harbour and the bustling Miami Beach area treated us to a mix of dining and shopping experiences. Right across from the hotel, the Bal Harbour Shops offered a variety of luxury shopping and dining, and just a couple of blocks away, we found a Starbucks and a CVS – perfect for grabbing anything we might have forgotten. Alongside the beach, there's this lovely path for walking or biking that goes on for miles, north or south. The hotel even offers bikes for rent, which we thought was a great touch for enjoying the scenic route right at our doorstep. Despite the luxury setting, the hotel atmosphere felt more pretentious than welcoming. In comparison to my recent stay at the Penha Longa Resort, a Ritz Carlton property, where the service was outstanding and genuinely friendly, the St. Regis didn't quite measure up. It might have been the steep prices or perhaps our initial experience set a disappointing tone for the rest of our stay.
Be the first to ReplyThis place is unbelievable
My wife and I visited the St Regis bar by chance one evening as we explored Bal Harbour. The experience is hard to put into words. Matthew is an amazing mixologist, the drinks were superb. He even created a new cocktail on the spot that my wife loved. The sushi rolls are also expertly crafted and the highest quality. We will be back and highly recommend this establishment.
Be the first to ReplyGreat hotel
This hotel has amazing service. The restaurants and bar are great. Beach is very clean and the service is impeccable AAA by my standards. Thank you for a great stay and i will definitely be returning some time soon.
Be the first to ReplyDisappointing Service, Inelegant Vibe
The overall vibe of the hotel is a Hilton Garden Inn (no shade to Hilton!) with a St. Regis sticker. Zero elegance, zero service. While the rooms are spacious, everything else here misses the mark. Upon arrival, the bellmen watched us unload our own bags (with the help of our Uber driver thankfully). The room was not ready at the stated 4pm check-in time. The line to check in/get any help from the front desk was always 10-15 people so expect a long wait any time you need anything. This place is the epitome of "it's not possible"...the answer will always be no. The front desk staff was rude and uninviting....and incompetent. When requesting an additional key, I was told my name wasn't on the reservation. He then read the names on the reservation aloud to me (so much for privacy had I not been staying in the room...) and he listed my name which was the name on the ID I was showing him, yet he told me I wasn't on the reservation... Getting between floors is a nightmare. The elevator only allows access to your specific floor, so if you have a friend on another floor, you have to go downstairs to then get taken to the floor. While at first it might seem like this is a good measure for security, in actuality, you'll spend 10 minutes waiting for staff to get this done and then give up. The service at the pool restaurant is laughably poor. Slow and with an attitude. The service at the beach doesn't begin until 11:30am, so if you want anything before that time, you're stuck walking yourself to another concession. Housekeeping skipped cleaning our room one day. Zero value for the prices charged. There are many comparables in the area with much nicer facilities and better service for the same price or less. My recommendation is to skip the St. Regis and stay at one of the other places.
Be the first to ReplyExpensive Zombie Hotel
Don’t know if the hotel has been Marriottised, but we never have experienced such impersonal service at the price we paid to feel so unwelcome. From checkin to departure, our trip was spoiled by poorly trained and unresponsive front desk and ‘butler’ service. Those who perform actual service do their jobs well - if you can break through the robotic responses from the front desk staff, who seem to be trained to respond helpfully but who never follow through. Management nowhere in evidence. We felt very unwelcome. We hate complaining but the lack of attention to service just kept on piling up.
Be the first to ReplyBeach service
Beach service is amazing!! Every person that has helped us has always gone above and beyond to make us feel comfortable and make sure our needs are met… from umbrellas to sunscreen to cold water. Shout out to Anthony
Be the first to ReplyBeyond wonderful beach service
We are having a lovely stay at the St. Regis! Anthony on the beach helped set us up with beach chairs and was amazing! So friendly and had great kid-friendly tips for us. DeAndre helped us on the beach yesterday and brought our kids a bag of sand toys! So thoughtful and another wonderfully friendly face! Awesome experience!
Be the first to ReplyAnrhony is the bomb!!!
From the second, I stepped out onto the sand. I was greeted with a smile and personality from this amazing man name, Anthony.! He has made my stay here, so amazing and I’m so appreciative of Anthony and his staff ! Thank you Anthony for making my fanily Amazing. :)
Be the first to ReplyNot as good as it used to be…not worth the cost
This hotel used to be much better. It’s lost it’s prestige in my eyes. Now prices are insane and you get less for the money. Rooms are nice and hotel is clean, but accommodations are lacking. First upon check in they had the wrong type of room down for me. I had to show a copy of my reservation. Of course rooms are never ready before the afternoon no matter what you ask for or tell them in advance. Never once did I get a room early here. Then we have to check out by 11am so you barely get the full days you pay for. After requesting a high floor based on my reservation They then told me they couldn’t guarantee a high floor, however, in the end after pushing a little we got a higher floor. There are NEVER complimentary upgrades. This is my 3rd time here and never once did they offer an upgrade with my Bonvoy Status. We then tried to get coffee in the morning and there is no longer complimentary coffee! They said they have machines in each room but those are only espresso and NOT regular coffee. I spent over an hour trying to get coffee until I realized that. They want you to spend $10 to get a cup of coffee! We then had breakfast which was included with our reservation and when we had left over fruit we wanted to take with us they told us we can’t take it unless we pay. So only those paying for breakfast can take left over fruit and those getting breakfast included for 130k points a night or $2,000 can take a small plate of fruit? Instead they throw it out. Honestly I used to love coming here, but if I’m going to spend this kind of money or even use that many points then ever before, I would expect better service and accommodations. At the very least provide coffee! I’m waiting for an manager to call me but I’m yet to hear from one and doubt I will. Hopefully after this review they will finally contact me before I leave. Disappointing and sad to say I would choose somewhere else next time.
Be the first to ReplyOverpriced. Overrated. A fallen gem.
This used to be a great property. Clean, friendly it has become a 3 star property in terms of service. On their best day. Let’s start … 30 min to check in. Long lines, staff is clueless running around like chickens w their heads cut off. Concierge won’t even make eye contact in case someone asks them a question. Rooms are ready just prior to 4pm. You need to chase down your bags from bell stand (and they don’t help w bags - it’s beneath them now). I’m an ambassador at Bonvoy. Late check out ? Oh no - don’t waste your time. They lie and tell you they have no availability. But what happens when you go to the website … plenty of rooms. Another guest told me they offered him to buy another night for a late check out. It’s border line criminal. They generously gave me an hour - but hqd housekeeping come check at 1145 and ring the bell despite a privacy light on. Then they called. It’s pure harassment. And so it goes on … servers for breakfast or lunch - 20+ minutes to greet you. Which is better than the pool service, 2 days. 0-2 - they never brought a menu or asked to help. Check out - do it on the app. The line looks like 30 min. Since they have 2 spots to check people in. Bell stand - handed me my bag in the lobby, no offer to bring it out to the front. Total joke. Want to splurge ?? Four Seasons is the best. Service, attention to detail, professionalism. The St Regis is a has been. This is a $500 a night value on a good day. Take your hard earned money and points elsewhere. They don’t value status anyway.
Be the first to ReplyNice property rude reception
The Property is very nice with a very nice location. The room was excellent. My problem was the front staff. Probably some of the rudest people I have ever met. Generally not helpful. We came on day light savings weekend. The forced everyone to leave at 11:00 am. The checkin. Was late and delayed so t got into the room around three. You a premium price and a resort fee and you are pushed around to get out. Then they don’t have locker facilities to shower. I would not come back
Be the first to ReplyStaff is amazing
This hotel is beautiful and the staff on the beach are so nice! Giuliano, Jordan, and Deandre were so awesome and friendly! The food is really yummy especially the breakfast buffet. Definitely will come back again!
Be the first to ReplyAmazing service
Arnold and Kevin E make the St Regis an incredible place to stay! The service was beyond. The rooms are updated and large. The property is secluded away from the hustle and bustle of south beach and on a prime beach location.
Be the first to ReplyLuxurious relaxation
Such a relaxing, lovely time at Saint Regis as usual. The rooms are spectacular the food is top notch and the drinks are strong. All of the servers on the beach were so attentive, and tried their best to keep us happy especially Maximiliano he was awesome!
Be the first to Reply