Rated 5 out of 5 by JNJ1120 Exceptional Staff
I recently stayed at the Sheraton Suites in Key West with another couple celebrating my girlfriend's birthday. The hotel was just what we needed and the convenience of the shuttle to downtown was terrific. We thought we would utilize the beach, but we didn't utilize it at all and it didn't seem like anyone else was either. That was definitely unexpected, but not relevant to the hotel, the hotel was great.
The absolute highlight of this hotel was the staff. The general manager, Fotis, went out of his way to guarantee our needs were met. It seemed like he never left the property over the three days we were there.
First, he offered us a drink voucher for four free drinks by the pool. He found that someone had left them behind and saw us sitting by the pool and instead of just throwing the ticket away and saving the hotel the money, he let us have it with his compliments.
Second, a native of Key West, he made sure we knew where to go and what to do during our time there.
Third, after a computer error in the hotel restaurant in where I was overcharged by $12 for a service fee, he promptly corrected the mistake when I brought it to his attention and then went so far as to cancel out all my incidental charges upon check out!
As an SPG Gold Member I've been to incredible properties around the country and the one thing that always sets them apart, for me, is the service. I've never received such excellent service at any SPG property and I've never met a General Manager so involved in every detail of his property.
I highly recommend this property to anyone who places a premium on service!
October 9, 2012
Rated 3 out of 5 by 305ray Broken WiFi and clogged toilet they never came to fix
The facility itself is very nice, rooms spacious, comfortable and clean. However, the WiFi (which is one of the amenities they advertise) was broken while I was there. To make matters worse, our toilet was clogged. We were calling ALL NIGHT LONG and were promised someone would come to the room to address this issue. Despite numerous attempts, nobody showed up by the time we checked out at noon the next day. And we never left the room.
January 16, 2014
Rated 5 out of 5 by RoFo Our Key West vacation
We had an enjoyable stay at the Sheraton. We spent a lot of time poolside and Carolyn was fantastic. She was very attentive to our needs. Also Brandon made sure we had everything we needed and checked on us constantly.
January 19, 2014
Rated 1 out of 5 by bevjon Inadequate service
We arrived on a Friday. Our room was not cleaned on Saturday. We stopped at the front desk Sunday AM and requested to have our room cleaned, the staff apologized and said it would be cleaned immediately. Left for breakfast and shopping, came back approximately 4 hours later, room still not cleaned. This, coupled with the fact that the air conditioning does not work well, and the avg room temp was 75, led us to check out early and go to another hotel. Also, balcony located over kitchen exhaust fans which made it unusable.
Thanks to Dawn at SPG for helping us!
August 10, 2013
Rated 5 out of 5 by PhoenixNR A welcome surprise!
We used our starpoints to book this Sheraton, when we were hoping to get the Westin, which is closer to Duvall Street where the action is. I could not have been more wrong! This property is across the street from the beach, has a great pool and a FREE shuttle to and from Duvall street! It has the best of everything. We loved it and our room was great. Shout out to Grant at the front desk who gave us great recommendations for places to try and Mr. Ed who drove the shuttle and told us all about Key West. You guys are great! Thanks for a great stay in Key West!
November 8, 2011
Rated 4 out of 5 by JCROD55 ALL GOOD EXCEPT BREAKFAST
EVERYTHING WAS GREAT, MY ONLY COMPLIANT WOULD BE THAT ON BOTH OCCASIONS THAT I HAD BREAKFAST AT THE RESTUARANT THE SERVICE WAS POOR, I HAD TO GET MY OWN SILVERWARE, TOOK FOR EVER TO GET A WAITER, HENCE WE PROCEEDED WITH THE BUFFET BOTH TIMES DUE THE THE TIME THEY TOOK. ONE DAY I FINISHED MY BREAKFAST AND THEN THEY CAME AND ASKED IF WE WNATED COFFEE OR JUICE. FUNNY THING IS THAT I HAD DINNER AT THE SAME PLACE AND THE SERVICE WAS STELLAR., I THINK YOU NEED TO SPEAK TO YOUR MORINING MANANGE BECUASE THE SERIVCE WAS SUDPAR ON BOTH BREAKFAST OCCASSION.
March 20, 2012
Rated 5 out of 5 by ProfComb Great Spot to Explore Key West
The facilities and comfort level at the Key West Sheraton Suites are very good: pool, parking, cleanliness, great bed and room finish, and lots of space. It is a great location, on Smathers Beach and out of the construction mess on the north side of the island. I particularly recommend it to anyone with a car who will be exploring some of the other lower Keys. The shuttle to the north end of Duval Street makes it unnecessary to have a car for the usual tourist spots in town. It was an ideal compromise of convenience and beach access. The only sour note was the bartender/manager who just seemed unhappy with her job and was rude for little reason that I could figure out. However, it is easy to avoid that area and enjoy what else there is to enjoy.
June 29, 2013
Rated 5 out of 5 by Snowlovers Nice hotel
In my opinion, this hotel is conveniently located. It is right across the street from the beach and out of the busy/noisy Duval Street area which is nice for someone who doesn't do the nightlife scene. Food is mediocre and a bit pricey, but the upside is you can order room service or eat downstairs for the exact same price. We like the layout of the room and bathroom. The comfort of the bed was something to be desired- felt like I was sleeping on plywood. But I loved the comfort of the pillows- if only the bed was the same.
December 8, 2013
Rated 4 out of 5 by kjohnston Great location for families
Stayed in a nice suite. The hotel is dated and could use some updating but the room was very clean and comfortable. The pool and area was very nice. Stayed on the third floor and it was difficult to manage with luggage for a family of 5. Great beach location and the facility would be ideal for families. It was all we needed and we enjoyed our brief stay there. Staff were very kind and courteous. The bus driver was very nice. His humour was delightful and he was willing to assist and was pleased to give directions to us. On time and a good driver. It was another wonderful experience with Sheraton. I always choose Sheraton hotels first.
November 27, 2013
Rated 5 out of 5 by Bill072013 Attentive staff
The room was clean and comfortable. The staff were very friendly, Whenever we asked for something they got us more than we asked for. For example we needed 1 towel and they brought us 5. They called to be sure we received them too. Right across the street from Smather's Beach. Free shuttle to the north end of the island where the charter boats are docked and a short walk to Duval Street and Mallory Square. Bring food to keep in fridge. Restaurants are far away and hotel restaurant is pricey, even for breakfast.
July 28, 2013
Rated 5 out of 5 by pjean Great Hotel
Hotel was excellent all around -- nice surprise!
January 16, 2014
Rated 4 out of 5 by Kl08 U gave away my room ?
I made a reservation in Nov for Dec, I called the day before I arrived to confirm , I arrived at 4:10 and they had taken it upon themselves to move me to @ queens instead of the King I had paid, the "pool view " was a joke , completely blocked by a Christmas Palm , when I insisted that they give me what I paid for ( after telling me they had no King rooms ) all of a sudden they had one ! However by then I had no time to switch since we had reservations for my daughters bday dinner . I have phoned the GM 4 times and keep getting an underling who does nothing but offer a 50.00 refund for my trouble , RIDICULOUS ! They had my room yet decided to switch me and rent it to someone else ,never in my life have I had this type of experience with a hotel . Ruined my kids 8th bday :(
January 3, 2014
Rated 5 out of 5 by EricFTL Exceeded expectations
I have stayed at this property 4 previous times. The property is perfectly located on the island. It is only the only beach in key west. The shuttle to the tourist area is perfect because parking is difficult. The pool area with hot tub is very nice. The landscaping and colors are true key west!
November 5, 2013
Rated 4 out of 5 by Debbiedoo loved location
My husband and I just returned from a short stay in Key West while touring south Florida. We were very happy with our choice of hotel. The room was very well designed and offered lots of storage. Concierge, and check-in folks were great. We were granted an early check-in and late check-out that really helped extend our time. We especially enjoyed breakfast by the pool, bike rental, easy shuttle to downtown at night. Only negative was the fact that many rooms (including ours) had no view or balcony.
April 1, 2012
Rated 2 out of 5 by patrick4961 This hotel does not appreciate their Platinum SPG members
Upon arrival the hotel refused to give me a Platinum upgrade for the 3rd time in 2013. They first put me in a non SPG member room which was unsatisfactory, dirty and very loud from outside noise. I had to demand a SPG interior room and has a Platinum member you should not have to do this. Out of all the SPG Hotels that I have stayed at, this one is the worst!!!!
January 9, 2014
Rated 3 out of 5 by Timeoff Water and fire alarm suprises
Without any notice, the water was disconnected one evening and went well into the early morning hours. We never received any communication after the inconvenience. Although seemingly out of management's control, the fire alarm sounded around 4am with people exiting the hotel quickly. No communication was sent to guests for the inconvenience. Location was oceanfront, but food options are limited to the hotel, unless one uses shuttle, taxi or rent car. Too constrained.
May 23, 2012
Rated 5 out of 5 by RedLover This motel met our needs
This was our first time in Key West. This hotel met our needs. Hotel personnel were very accomodating.
January 12, 2014
Rated 5 out of 5 by MannyMiami Pet-friendly...?
While the facilities were clean and comfortable, I came across a few surprises. As I checked in at the hotel was considered to be pet-friendly, I was informed that my 14 lb pet would not be allowed on the shuttle bus. Nor would he be allowed to sit on the floor at my side in the hotel restaurant's dining room.
I certainly would have preferred to have been given full notice of this as I made my reservations and before traveling with my small pet to Key West.
November 28, 2012
Rated 5 out of 5 by Stacia410 Hotel has great features.
We had a wonderful stay at your beautiful Hotel. The rooms were large, clean and comfortable. We had a large group and were able to stay in the suite. The bar and the pool was very relaxing and drinks were good. Great happy hour and we relaxed in the hot tub also. Hotel was clean and friendly. The only problem was the bartender was a little short and rude. Coffee in the room was nice. We rented the bikes for a ride through the town which was our favorite.
December 12, 2012
Rated 2 out of 5 by ToddS Mold in Room
As a platinum member, I was treated very well upon check-in and received a room upgrade to an ocean view room. However, after a couple days had passed, my wife and I discovered large areas of mold in several spots around the room. Upon check out, I informed the front desk of the mold issue and showed pictures. There was no apology...beyond the mold issue, the hotel is pet friendly and we were reminded of it every night. I realize the hotel can't control a barking dog, but I'd rather not spend a vacation listening to dogs barking.
We were provided a free breakfast due to platinum status, however we only ate at the restaurant twice. The food was marginal at best and they were short staffed leading to a lot of unhappy customers.
There are plenty of places to stay in Key West with far better locations. I would not recommend this SPG property.
June 19, 2013
Rated 4 out of 5 by Kball51 Overall very nice
My wife and I just spent a week at this hotel and were very pleased to say the least. The suite was very spacious , clean, and comfortable, with a beautiful marble bath. I would have preferred a slightly firmer mattress, but that's just personal preference. The staff was very friendly, and helpful; especially Petie the concierge who was right on point with all of her reccomendations. We will definitely stay here again. A points bargain
March 3, 2012
Rated 5 out of 5 by hpob48 Never fails to impress
Every time I go to Key West I always stay here. From the manager Fotis who sent me my cell charger after I left it in my room to the front staff Jonthan and Tameka were great and even Taylor G are amazing. These individuals are amazing which I have to give Fotis extra recognition for hiring these people for seeing that they will go above and beyond to treat there guests great. Cant wait to stay there again soon.
October 22, 2012
Rated 4 out of 5 by LatinEddy Vacation w/ herons & iguanas
My wife and i had agreat time in this resort in Dec 2012. We were looking to take a few days mental break from our christmas family vacation in miami and key west did the trick. Our first couple dyas there we saw a beautiful blue heron and a colorful iguana. My brazilian/marine biologist wife thought we were back in the Pantanal at first. The rooms were quite spacious.
Easy access to all the hot spots in town.
April 9, 2013
Rated 5 out of 5 by Lovely02 Wonderful Anniversary
The suite was very spacious, clean and beautiful. The large walk-in shower was great as well as the nice and fluffy king-sized bed. A special thank you to the staff for allowing us to check out late and for recognizing our anniversary by sending us champagne and key lime pie. The hospitality was wonderful and couldn't we couldn't have chosen a better place to celebrate. Thank you Sheraton Suites Key West!!!
October 8, 2012
Rated 1 out of 5 by JenniferP Dirty, Moldy and Overpriced!!!!!!!!!!!!!
The cleaning staff didn't clean the room and we had to call the front desk for clean towels annd toilet paper. The bedroom's partition wall was rotted and molding. TV remote control didn't work.
Although the bed was comfortable.
February 1, 2012
Rated 5 out of 5 by Nanc739 Customer Service Excellence
Customer service is alive and well at Sheraton Key West! Special thanks to one and all...especially the ladies in concierge, shuttle drivers (Ed), cabana staff (Carolyn) and dining (Goose).
Very clean and beautifully landscaped facility.
Quiet and restful. Convenience...all areas...all staff - very accommodating.
September 2, 2013
Rated 5 out of 5 by Maria333 Close to beach and Duval Street
Hotel was close to beach and major attractions. We just had to cross the street to get to the beach. Room was clean and spacious. Pool was clean and well kept. The kids really enjoyed the amenities. Just wished we could have stayed longer. Will definitely be returning. Staff was very accomodating to all our needs.
September 1, 2013
Rated 5 out of 5 by DON43 Great stay at Sheraton Suites Key West
All of the staff were professional, courteous and friendly, starting with Check In and all the way to checking out. We were impressed with the consistent, friendly service we received from the Concierge, All Shuttle Drivers, as well as food and beverage staff. Only one Housekeeper was rude and late in cleaning room. Overall a wonderful experience in a picturesque setting.
August 7, 2012
Rated 4 out of 5 by Pedroboy Very pleasant hotel
Enjoyed our stay at this hotel: large-sized rooms, lovely heated pool, quiet location, free parking, shuttle to town, bike rentals, easy access to nice beach. Given that there is a fridge, coffee maker and microwave in the room, a couple of real glasses and cups (spare us the plastic and paper cups!), plus a couple of plates and some basic utensils would seem in order.
January 16, 2012
Rated 3 out of 5 by FloridaSunshine12 Attitude adjustment required
Room was not ready at promised time (4 pm) and staff was unapologetic.
I have stayed at many fine SPG properties and have almost always experienced very high level of service and quality.
Perhaps the wonderful sunny ocean side Key West location allows this property to have lower standards because they know people will be staying no matter what attitude is displayed.
June 23, 2012