Rated 5 out of 5 by PWRW Great Location
Great location in Key West. Great Rooms and excellent facilities.
March 26, 2015
Rated 1 out of 5 by July3LateNightCheckIn The worst Westin I stayed in
I have been Starwood Platinum for more than 10 years. This is absolutely worst hotel experience that we had in a very long time. The front desk staff and late night manager Amy were awful. Hotel being half-empty, it took me a call to Platinum Concierge to convince her that my 6 and 8 year old sons cannot sleep in a room by themselves and we need either connecting rooms, a suite or anything but two rooms on separate floors. Not only she refused to work with us, she was plain rude. Not the service or attitude that you expect from Westin staff.
July 4, 2013
Rated 1 out of 5 by KimOx Total Disappointment
We were so disappointed with our stay on many different levels. We have been seeking redress from the time we arrived until now, almost a month later, and have yet to receive it. As a warning to others - this hotel is not a "resort." Despite a daily resort fee, they charge an additional $20 a day to go over to the beach. We paid extra (a lot extra) for an ocean view and then there was a cruise ship in that view all day long, every day. (When we complained we were told that it was, after all, a marina hotel. I'm sorry but I thought marina meant yachts and sail boats, not cruise ships.) Our room was run down and the carpet was filthy. (We were told the carpets are being replaced so it may be better for you.) We are platinum Starwood members. We have stayed at a lot of Starwood hotels, we have never had an experience like the one we had here. This hotel does not deserve to be affiliated with Starwood. The only good thing about it -- its location in old Key West.
February 11, 2015
Rated 4 out of 5 by Peter2012 One HUGE drawback!
This hotel is excellent with a perfect location on the tip of Key West overlooking the ocean and modern marina. We have thoroughly enjoyed it in the past. BUT, in February 2012, staying for 5 nights, we were shocked to see, day after day, 2 or 3 monster 10-12 storey cruiseships docked end-to-end along the outside wall of the hotel's marina. Some stayed well in to the evening. GONE was our ocean view, and GONE were the wonderful sunsets. Also note that some 10,000-plus cruise passengers are deposited day after day in the tiny Key West. This has ruined a previously great destination. If the Westin does not change this policy of docking huge cruise ships in this way its glory days will be over. And we will not return.
March 19, 2012
Rated 1 out of 5 by haspi Everyone is Platinum!
I have stayed at this hotel for a quick weekend getaway. These points require major improvement:
There is a lot of new staff at front office.(2-3 new to 1 experienced) It took them half an hour to check me in.
The bathroom door was broken. Could not be fully closed.
Service: when I asked the manager for a late check out, I was told that everyone in the facility is SPG platinum and he cannot make an exception. This is a very rude response, not a way to treat a loyal customer.
I'm very unsatisfied with my stay.
November 30, 2011
Rated 2 out of 5 by CinRan Staff needs improvement. . .
While the location is great, the resort does not live up to the typical Westin resort property (or Starwood for that matter).
*As others have pointed out, we found our room to be outdated and in need of work (e.g., wallpaper peeling from the wall).
*The staff overall, up and down the chain, seems very unprofessional, which was our biggest disappointment:
-If you have to deal with the management/front-desk, i think you will notice that while conveying a sense of professionalism they lack much in customer relations.
-Bell staff is stand-offish
-Housekeeping is loud in the morning, socializing and yelling at each other in the halls, and twice attempted to walk into our room without proper notice.
*Platinum beware: understanding upgrades and late checkout are based on availability, we contacted SPG Plat. concierge days prior and were told there should no problem at all accommodating these things. We were not upgraded and placed in a first floor, basic and outdated/falling apart room (but offered only a second floor, two-bed room??), with no 4PM checkout. Staff and management offered conflicting reasons why no other room (other than this most basic, run-down room, let alone ‘best available’) would be made available to us.
The location is great, and if you do not expect to have any contact with management or staff (except the concierges, who are giving, helpful and kind) you may want to consider this property only for its location. Otherwise, you will likely find kinder, more accommodating and professional staff elsewhere.
This is the first Starwood property I would not recommend, with years of SPG experiences.
February 1, 2012
Rated 2 out of 5 by Ryan45 Won't Stay Again
This was my third stay at this hotel as an SPG Gold member and again, was not given a room upgrade. I know they had available room upgrades as one of my co-workers (that is not a Gold member) was given an upgraded room, and I was not provided one due to "unavailability" according to staff. Also, I spent one hour on the phone with technical support beacuse their wi-fi was not working in my room. Furthermore, I had a $25 SPG gift certificate for achieving Gold status that they did not credit towards my stay as stated on the reward. Location is good for downtown, but my coworkers and me will not stay again as they do not reward Gold SPG members.
December 19, 2011
Rated 2 out of 5 by mattb A Nice Property... but...
To put it bluntly I was disappointed with my stay at this property. It has a prime location and there is much potential, but that potential was not totally realized.
Unfortunately, I found the staff to not be entirely friendly… and this was puzzling for a resort type hotel where one would assume that just the opposite would be true… and that perhaps is what sorry to say has colored my overall impression… and this was based on check-in where nobody even made an attempt to open the door for me even though I was carrying luggage.
Secondly, the room while comfortable was definitely in need of a makeover. The furnishings were perhaps once trendy, but have overstayed their welcome… at least they could have done was replace a few of the lampshades (and made sure that they were properly positioned) as that alone would have made a better initial impact. Still, the room was comfy if not totally inviting.
Thirdly, the health club facilities were a complete disaster. Not all the cardio machines worked properly… and most definitely not the solitary exercise bike… and I was not the only person complaining. There are enough free weights, but there is only one exercise bench and this made for a bit of a hassle and inconvenience.
The pool area is well kept and as good as it gets, and as implied above, the location is ideal for a stay in Key West if one wants to be in the middle of the action. The cruise ships land at the marina section of the property and every night there is a sunset celebration.
Incidentally, as a Starwood Preferred gold member I am entitled to a 4:00 PM late checkout… at a resort the late checkout is qualified as “if available”. Normally, one is able to find out a day or so ahead of time so appropriate plans can be made… and let’s face it, the hotel computer would have all that information at least 12 to 24 hours in advance. No matter to whom I placed a query regarding a late checkout they all said that it could be taken care of on the morning of the day of checkout… the implication being that it would be no big deal. Well, when I did inquire at the appropriate and designated time… I was told (perhaps lectured would be a better choice of words) emphatically and unequivocally that a late checkout would not be available… Common courtesy would have dictated that if such were the case when I asked at 11:30 PM the previous evening I should have been told then. However, not one of the several individuals that I asked on the day prior to checking out even bothered to check the reservations on the computer. Would that they had, as it would have facilitated my departure and perhaps left me with a better final impression.
So possibly I have been a bit harsh, but I tell it like it is and things could have been better. Would I stay there again? Perhaps if they rectify some of the problems I would indeed consider it.
Finally, true to form… when I was leaving nobody even attempted to help me put my luggage in the vehicle that was picking me up… much less open the door to said vehicle…
November 13, 2011