Rated 3 out of 5 by AuburnIE Nice hotel, but front desk staff consistently rude
Staff was consistently rude. I travel a lot for business...average 175 nights a year, so I interact with a lot of hotel staff personnel. After our second rude interaction with the front desk, I tried to bring it to the gentleman's attention and he got very defensive...raising his voice and challenging that he never said what he just moments ago said. We also had similar bad interactions with the hotels poolside bartender and service staff. Strange to see such consistent poor service out of a hotel we've stayed at previously with such positive results.
Not all of our stay was bad...the rooms and pool were great. I would like to call out specifically the concierge Sarah and the shuttle driver Mr Ed were both exception and provided great service, recommendations, etc.
April 8, 2013
Rated 5 out of 5 by NAMC Staff very friendly and professional
Front desk staff were very helpful. Not realizing it was Key West's mini-lobster fest weekend, it was so refreshing when staff assisted in finding the best rate for me and a lovely suite for a tired/exhausted walk-in at 9pm after flying that morning from New York and driving to the Keys from Ft. Lauderdale. The suite, with a huge walk-in shower, plush towels, pristine bed linens and 2 TV's was absolutely heavenly. Breakfast menu selections and attentiveness of the wait staff resulted in an elegant start to a great day!
August 15, 2012
Rated 4 out of 5 by Slapshot Strategically placed. Responsive staff!
It was our first time in Key West and it was only a 2 night stay. The staff greeted us promptly, check in was efficient, smooth and professional. We next went to the concierge for dinner suggestions. We elected to follow her suggestions both evenings and both occasions were very, very good. We also had the concierge book a trolley tour which also went off without delay. The Sheraton shuttle was also used to get us to the center of town. Another great Sheraton stay!
July 4, 2014
Rated 3 out of 5 by tommytom room 356
We had a very nice room with a beautiful view of Smatters beach and the ocean. But the room itself had many issues that need to be addressed. The first one was the entrance door, while sitting on the sofa you could see daylight all the way around the door very poor fitting. The second issue was a water leak from the shower into the bedroom, it was coming thru the wall onto the carpet. Called the front desk and they sent a maintenance man to the room he said he could not fix the problem because the room would have to be shut down, I was a little concerned about mold because it appeared the leak was there for some time. The carpet was very dirty looking also. While sitting on the balcony I noticed the soffit was falling off in two locations. This sheridan needs lots of work
June 29, 2013
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 1 out of 5 by Kent1111 Do NOT stay here
I was completely misrepresented. Hotel not on ocean (across busy street) Pool not at all as expected.
Beware off staff including Bob the GM. I booked via the Plat Line. I checked out a day early. Orig told OK, then was told it's a prepaid rate. Really, how hard is it to reverse. Absolutly ZERO customer service as Bob "starred at me".
As usual the Plat line, reviewed my reservation phone call and is making it right....thank you as always for the amazing cust serv. That cannot be said of this property's managent
December 19, 2012
Rated 4 out of 5 by Liquid2083 This hotel has great features
The hotel was much better than my last experience at Sheraton Suites in Tampa, FL. It is right on Smathers Beach, although this is not so great of a beach compared to others in south florida. There was a sulphur smell the entire trip, but that can't be avoided since the ocean is literally across the street. The hotel staff was very friendly and helpful. The concierge was able to help me book a dolphin watching and snorkeling trip in a matter of minutes, and the trip was a blast! They also provide a shuttle service every hour that goes to the downtown area around Duval st, which is very helpful if you plan on having a few drinks, they also pick up at the same location 15 min after the hour. All in all this hotel was very nice, the extra services made it well worth the price.
September 5, 2012
Rated 3 out of 5 by GIVisitor Didn't meet our expectations
We noticed loose dirt on the floor when we first stepped into the room... not vacuumed? I had to go to the front desk 3 of 4 days to request coffee supplies housekeeping didn't replenish. Bedding for the sofa bed was WAY oversized; and all sheets felt like stiff paper. Found ants in the room. While we asked housekeeping to only replace towels and not change sheets, no vacuuming was done nor all wastebaskets emptied. We were in Key West for our son's wedding -- his room had additional issues (fridge didn't work, more), and our daughter and son-in-law were not able to reach the front desk from the airport to be picked up when they arrived (we drove over and picked them up). Overall, this stay did not meet our expectations for a Sheraton property, especially for the price paid.
September 27, 2013
Rated 5 out of 5 by TanyaD Key West Experience
I really loved the hotel. When I checked in I had just booked a normal room. But upon arrival, I decided that I would like a pool view. The staff switched me to the last room that they had with hotel view. Well, the room that I had did not have a great view or the pool, but the hotel staff made sure that they did not charge me the pool room rate. The room was very nice and the still sitting on the balcony was very relaxing. They provided a shuttle to the main attractions for no extra charge. How great is that.
December 9, 2012
Rated 4 out of 5 by stillinlove Great hotel and fabulous location!
This hotel is so relaxing and tropical. Palms surround the grounds creating an environment that calms the body and the mind retreats to a restful place of serenity. The cafe staff is dedicated to make you feel welcome. Our server remembered our choice of hot beverage and asked if we would like them each morning. Being directly across the road from the beach was such a benefit. The shuttle to downtown was extremely convenient and our drivers became friends. Our 29th Anniversary celebration was so very special.
January 25, 2013
Rated 5 out of 5 by lbfalo hotel
great place to stay. good service all around . did not like the beach, but loved the hotel and staff,
August 23, 2014
Rated 3 out of 5 by jay24 great location. bedding below sheraton standard
my wife and I stayed at the key west suites hotel to attend a family funeral. The room layout, location of the property, pool area, landscaping and restaurant were all why i am a spg member and starwood owner. The two king beds however were totally broken. one had a mattress pad attached as means of supporting it. however, it made no difference and when lying on it, the mattress enveloped you below the actual border of the top. The other king had a mattress that 100% had failed and you would roll into the middle. Extremely unlike any sheraton standard i have become accustomed too, and more along the likes of a roadside shanty. I mentioned it to the young lady at checkout and she said she would pass on my comment. I only hope the next client doesn't pick room 254 without new bedding.
February 5, 2013
Rated 3 out of 5 by mia15 staff is young
I had to return to the desk several times to obtain a parking pass, probably my fault as I did not follow up; breakfast was excellent but the young hostess did not get it right, but the order was acceptable; asked for a room with a good view advised that one overlooking the courtyard (tops of palm trees) met that request. Again all were young and with some experience will be fine. Cannot complain about room view as the boat weekend filled up all hotels and I was fortunate to get such an excellent room
November 9, 2013
Rated 1 out of 5 by CALOZET THIS HOTEL doesn't respect the customers !!
No respect for the client.
Door of the room malfunction - maintenance can't repair even after 2 attempts - the room is not clean at 5 PM and no possibility to stay in.
The new Director prefer throw the client out.
Still waiting the repayement of the night lost.
The worst experience of my 12 trips in US. (more than 200 nights)
August 4, 2014
Rated 4 out of 5 by Gigi60 Key West
Overall nice hotel. Disappointed that I emailed prior to arrival regarding shuttle transportation from Key West Express and never received an answer. Disconnect between staff members concerning transportation amenities. Food and wait staff exceptional (Anita & Goose great). Internet BIG disappointment. Paid hotel fee for this and couldn't get on regularly.Hereby request reimbursement for this charge. Front desk staff helped when needed phone charger, loaned personal one to us for a couple of hours.
December 6, 2013
Rated 5 out of 5 by hossboss Awesome ambience!
We were very impressed by the courteous and accommodating staff.
April 1, 2014
Rated 5 out of 5 by NewlyWeds Absolutely Amazing!!
My husband and I were recently married on Smathers beach and stayed/had our reception at the Sheraton Suites KW. Everything was amazing! The hotel is gorgeous, the rooms are beautiful and the staff is welcoming and friendly. It's wonderful to stay at a hotel where the staff feels like close friends or family. Most staff members ever remembered our room number and names which floored us since there are so many guests coming and going. We highly recommend this hotel and cannot wait to stay again!
May 14, 2013
Rated 4 out of 5 by Buster29 July Stay
We have stayed at this Sheraton at the end of July, every year for the last 6 years. We have been visiting Key West since 1994, and this facility offers the best of both worlds. Quiet, accommodating (even for our dogs), and still close enough to downtown to make it convenient. Plus - the sunrise over the ocean is worth the visit.
July 30, 2014
Rated 4 out of 5 by Rick999 Good Hotel
The hotel is a good hotel. The staff is very friendly and it provides a great way to have a beach across the street and a ride downtown on free shuttle. The hotel common area carpet could be updated. The rooms were very comfortable and relaxing.
August 7, 2014
Rated 5 out of 5 by Dunder Great location at Smathers Beach
This hotel was perfect for Key West. Our room was comfortable and super clean. It had a microwave, refrigerator, coffee maker, iron and hair dryer. We liked the view of the gulf and the beach from Room 154. The front staff were excellent and knowledgable. The 24 hour Sundry Shoppe was great for late night munchies. The pool was nice and includes a waterfall and is up to 6 feet deep. Two minor cons: the jacuzzi bubbles but does not have jets and the bed was a bit on the hard side.
August 14, 2013
Rated 3 out of 5 by SusieQ54 Not So Much
The room, location, facilities are all great! The front desk staff is laughable, so much so that even though I attended a business meeting and came early for a personal vacation, I paid personally for the entire stay and had to re-register 3 times. The front desk swiped my corporate card 3 times and still ended up charging my personal card. And was totally unwilling to either acknowledge their error or fix the problem. The woman at the front desk even yelled at me. NOT SO MUCH!!
December 27, 2012
Rated 3 out of 5 by cris Go if you have dogs with you !!!
we didnt had a pleasant experience ,however the manager was trying at least to help the situation and we apreciated .
go if you have dogs with you!!!!! ....i didn't care to hear the heavy barking of an unattended hudge dog above my room ....all evening till midnight .....
don't want tp mention the second incident that occured at 3.00Am....not pleasant experience ....not a great Birthday experience !!! Great hotels normally aknowledge birthdays ....at least a greeting guys ....
March 4, 2013
Rated 1 out of 5 by Jakeroo1 NOT SO PET FRIENDLY. SMALL SUITE BEDROOM. NOT VERY CLEAN.
Save your money - (IMO) it is NOT worth what they charge!!! We often travel with our dog and never had a problem. When we booked, we specifically asked for a 1st floor room, explaining that our dog has difficulty with steps and is terrified of elevators. We were told - no problem, all dog rooms are on the 1st floor. When we arrived we were given a room on the 3rd floor. We were told they had no way of even knowing we had a dog, and that there were no 1st floor rooms available. At this price point you'd expect someone to be paying attention or make some effort after we asked to be moved - NOT!!! Since we had prepaid, we were stuck and our stay at this Sheraton was a nightmare!!! Bedroom was tiny (just enough space to get around the bed). Bathroom floor/cabinets had dust/spots. The only positive was the ocean view.
March 15, 2014
Rated 4 out of 5 by frosty2 Nice but not perfect
Loved the room layout and size. It had plenty of storage too. The balcony, however, was weird in that when you sat down, the ocean view was partially blocked by the railing. The hotel itself had a nice layout but there was too much walking. Would also prefer to be closer to the heart of Key West but the hotel did provide complimentary shuttle service. The buffet breakfast was overpriced, overcooked and bland. It was however a pleasant stay and would recommend to most people.
January 28, 2013
Rated 4 out of 5 by Chickie2 Chickie2
We enjoyed our visit to the Key West Sheraton Suites. The rooms are large and more than adequately equipped. Cleanliness was excellent. There is a convenient shuttle that goes to "town", so you don't need to deal with parking issues. You are located right across the street from Smather's beach. The food was very good and the staff was generally understanding and accommodating. this was our second stay and we will definitely stay here again.
June 4, 2014
Rated 5 out of 5 by none01 .
loved the hotel,but,the lady @ check in has a thick accent,I struggled to understand anything she said,i asked her to repeat almost all she said,when she said it.this did not help,in frustration i tuned her out and let my wife handle it,she did better than me.i got over this,but it is not a good way to start your stay,it kills any excitement you may have had going.Thank you,William Agee.
July 7, 2014
Rated 4 out of 5 by Mike33 Great hotel, awesome staff
My wife and I stayed here for four days and thought the hotel was great, it was clean and the staff was awesome. Would have rated the whole stay excellent, however we were travelling with our two small dogs and there seemed to be a lot of confusion on their pet policy. Recently Key West has changed their local pet policies and it would seem this has created some confusion on where the dogs can and cannot go on the resort grounds. We received several conflicting messages, however the staff did their best to try to accommodate. Again, it was a great place, just check before booking about their pet policy as it might affect your decision to stay at this property.Management should make sure all staff members are aware where dogs are and arent allowed, this made for rough start to what turned out to be a great stay.
March 11, 2013
Rated 4 out of 5 by Tribe421 Very nice experience
Went down with a group of friends and had 3 rooms. (ages 30-40) Staff was excellent and met all our needs. The beach across the street from the hotel was very nice and the pool was solid. Not crazy or over the top but very clean and professional. There is a shuttle from the hotel which comes every hour. It was ok. (We did cabs quite a bit $5 avg per person with or group). This was a very good hotel at a fair rate compared to other places I have stayed in the keys.
November 15, 2013
Rated 3 out of 5 by Whatever77 Not too happy
We selected this hotel to celebrate Thanksgiving and our wedding anniversary. I made a modest request that the hotel recommend a good seafood restaurant for a dinner and make a reservation and they did not. So we ended up in a restaurant which apparently gives "kickbacks" to the hotel staff for sending guests there. Last minute reservation was made for 5:30 PM (sic!), food was average and expensive. My advice, do not ask staff for anything or you may regret it.
December 3, 2013
Rated 4 out of 5 by Mango12 Nice hotel!
Great stay - would return!
August 13, 2014