Overview: Luxury-Level Racquet Programming, Open to All
The Ritz-Carlton Key Biscayne is a five-star oceanfront resort that combines world-class hospitality with a vibrant racquet sports culture. Unlike most resort-based racquet programs, this facility is open to the public for clinics, lessons, and padel, while also offering memberships for tennis and pickleball court access.
With 11 professionally maintained courts and over 40 weekly programs, the resort caters to a mix of vacationers, local players, and committed members—each expecting a seamless and elevated experience. As the racquet program grew in size and complexity, the team needed a technology partner that could help deliver that experience without adding administrative strain. That’s where Playbypoint came in.
The Challenge: Managing a High-Touch Program Without the Headache
Before Playbypoint, The Ritz-Carlton Key Biscayne was operating without a dedicated platform for program or court management. For a brief period, the team used another provider, but it quickly became clear that it wasn’t built to handle the nuances of a high-end, hybrid-access racquet program.
The resort needed a platform that could accommodate flexible public access, support individual and pair memberships, and offer a clean, branded booking experience for guests and members alike. Most importantly, they needed a solution that could scale—without sacrificing the level of personal attention their clientele expects.
The Solution: Flexible, Scalable, and Built for Premium Programming
The decision to switch to Playbypoint was driven by the club’s need for customization and responsive support. Unlike their previous system, Playbypoint was able to tailor onboarding and platform functionality to match the unique needs of a luxury resort with a semi-public setup.
The team appreciated how hands-on and collaborative the onboarding process was, and how quickly they could begin seeing results in day-to-day operations. From simplifying clinic signups to improving client communication, Playbypoint quickly became essential to the racquet sports team’s workflow.
“We needed something that could be tailored to how we operate—not a one-size-fits-all system. Playbypoint worked with us to make it feel like an extension of our club, not just a tool we had to adapt to.”
One of the biggest improvements the team noticed right away was the ease of managing program registrations. With over 40 clinics and sessions happening weekly—spanning padel, tennis, and pickleball—it had previously been a challenge to coordinate schedules, track attendance, and manage client expectations.
The Impact
Since making the switch, The Ritz-Carlton Key Biscayne has seen a dramatic improvement in both internal workflows and client-facing experiences. Clinic signups are smoother. Waitlists are better managed. Members and guests know exactly where to go to book, join, or stay informed. Staff spend less time juggling logistics and more time delivering the high-touch service the resort is known for.
Most importantly, Playbypoint has helped the club continue to scale without friction. With programming growing steadily and participation increasing, the team now has the tools and confidence to keep expanding—without worrying about the backend falling behind.
Products Used:
- Court Reservation Software
- Membership Management
- Branded Website
- Program & League Management
- Custom Website Booking Links
To learn more about the programs at this resort, visit their booking site here.
To learn more about Playbypoint and how we elevate club operations, request a demo today.
