Rated 5 out of 5 by JJ106 Fabulous Hotel
It just not quite what we were expecting outside of the hotel. We are devout Christians and loved many of the statues around town, but found it difficult to not have to constantly avert our eyes in Mallory Square from all the "stuff" in the windows. If there are people who enjoy that sort of thing, with luxury included, this is the place to stay! There are more bars than cafes that we could find.
January 29, 2015
Rated 3 out of 5 by wantedtoseetheocean NOT an Ocean view as advertised!!!
While the hotel was clean, the room spacious, and the bedding nice, I paid extra for and requested a sunset ocean view only to wake up to a GIANT CRUISE SHIP blocking our view. Every day. We even called a couple times before arriving to discuss our room preference and not once was the fact that we would be staring at a cruise ship mentioned. When we asked about this at the front desk the snarky desk guy just said, "Well, we are a maritime hotel" and shrugged us off. I would recommend the hotel for everything else EXCEPT the view.
January 8, 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 3 out of 5 by Sushil04 Be wary of ocean view room and AC noise
I had booked a standard view room with points for the first night and purchased an ocean view room for the second night and paid premium because that was the only option available at time of booking. On check in, I mentioned our desire to not have to move from room to room. The hotel clerk said the ocean view room was not available for first night so I understood the limitation and said we were fine to stay put in our standard view room but could the hotel compensate us since we would be passing on the ocean view room. He was not the least bit interested and said very indifferently that the ocean view room was available to us on the 2nd night should we wish to move. My wife and I were shocked by his callous behavior. Around 10am next morning, I stopped by the front desk to confirm that we would be staying in same room and wanted to make sure we wouldn't have any issues and was told this is fine. To my frustration, at two different (afternoon and evening) times card keys that my wife and I tried to use failed because they had 'checked us out' of our standard view room. In both cases, we were returning back to the room tired after walking around Key West for an extended period and the last thing we wanted was to make the trek back from our building back to the building where the registration desk was and then walk back to our building. This was simply salt in the wounds!!! The irony of the ocean view rooms is that there is ZERO view of the ocean even if you do get those rooms because huge cruise ships are docked ALL DAY long EVERY DAY. We were at the hotel for 3 days and 2 nights and the whole time, there were cruise ships blocking complete view until they pushed off after 5pm. Another major annoyance was the loud noise emanating from the AC unit all night long as it tried to keep the room cool. None of us in the room had a very restful sleep either night we were in the room. It has been a long time since we were so disappointed with our stay at a Starwood property and we have had frequent stays over the past few years.
January 6, 2015
Rated 2 out of 5 by Angela01 Annoying extra charge
Beware of $25 resort charge + $20 car park per day
Pros: good location for old town and nice marina
Cons: extra charges, why not just include it in the room rates. No upgrade for Gold. Room decor needs updating, not so friendly staffs
December 30, 2014
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