Rated 1 out of 5 by AxlRose No SPG recognition
This was a repeat stay and when I checked in was given an inside room even though I asked if that was the best available and my 50th night.
Was then given SPG room after some discussion with manager. Desk people not helpful- other staff were great. Left two messages for management after my stay and never returned my call.
March 21, 2014
Rated 1 out of 5 by chadderbox13 2 Star hotel
First off, I pay EXTRA for three people to stay and the room was not set up for three people to stay. After several requests we had enough cups, coffee, shampoo, conditioner, pillows, blankets... etc. I wished I would not have paid extra for a third person, you would not have noticed. The refrigerator is broken, I get staff up to room to tell me ..." Yes, it is broke. What do you want me to do about it? I have no parts..." Thanks for the lousy service on the refrigerator! The staff already knew it was broken when he arrived! You claim it was a stocked wet bar in suite - is that the two bottles of water?
The pineapple bed post (on foot board) is a lovely tool, if I do not like my man parts (I had to remove it during our stay, only after causing my inner thigh some injury!). Master bedroom is not big enough to safely maneuver in without injury (room was never intended for a King size bed).
The partition between the rooms were inoperable (they did not close all the way). The pull out sofa needs some attention. It smells and sags (not very comfortable).
I have stayed at many five star and four star hotels in my day, and this is no four star hotel (as you claim to be).
No room service after 10pm I was told.... WHAT!? How does this make any sense?
I am satisfied to say I had stayed in a two star hotel for last three days. I just wish I WOULD NOT HAVE PAID THE FOUR STAR PRICE, FOR A TWO STAR STAY.
I believe the staff needs some re-training or fine polishing in the customer service department if you wish to claim to be a four star stay. You must address the problems in the room, previously mentioned (some pose a safety hazard).
Overall, I was a bit let down by the experience, and would be glad to pay the extra money, in order to stay down the road (if this is what I am to expect next time I consider a Sheraton property), where hospitality would be priority, right next to the safety of the guests.
Thank you for hearing my feedback based on my stay with your organization. I hope you use it for your benefit.
October 25, 2013
Rated 5 out of 5 by Frank211 This hotel is nice and cozy
The outstanding staff is what makes this hotel a place to visit. The restaurant features ¨Gluten Free¨meals. It has a professional staff from the Mahi Mahi to the good ole Hot dog.
The swimming pool bar has new water mist spray fans which is a must in Aug. in Key West.
If I were the manager I would clean the pool more often than once a week because all that sun block makes for a murky pool. I would also vacuum the outdoor hall way carpets more often. With all the competition around I think we need to go just a little deeper on the outdoor appearances.
Breakfast hours are served too late in the morning for business travelers. Should start at 0630.
August 24, 2014
Rated 2 out of 5 by AFrequentTraveler1 Needs Improvement
The staff was very courteous and helpful. The rooms were attractive and nicely appointed. However,our room had the worst box spring and mattress I have ever slept on anywhere. It must have been really old. It was like a trampoline which bounced anytime someone moved or sat on it. It needed to be replaced or was of a very poor quality. I got a very painful back ache from it. The rooms need to be better maintained. Our frig didn't work and needed to be replaced. The wet bar sink had a leaky faucet and the shower control was loose in the wall and had no "stop" to indicate where to stop turning so it shut off the water completely.
The swimming pool looked unsanitary. The water was very cloudy and there was stuff in it that floated by. You could barely see the black stripe on the bottom. My husband wouldn't go in it. He is a Certified Pool Operator and said that it looked like the filtration system was not working properly and that it needed to be backwashed. We have stayed at many hotels in this hotel group and have been to Key West several times and looked forward to staying somewhere new and chose this hotel. I don't know if we would ever return to the hotel because of the mattress and apparent poor maintenance of the facilities.
August 21, 2014
Rated 5 out of 5 by jankay Gorgeous Hotel
Hotel was amazing. Pool was nice. Beach was gorgeous. Shuttle service didn't always follow the schedule. However, it was convenient to get to downtown. The concierge service was very unhelpful. Most times, they were not at the desk or not answering the phones. They were not helpful with any request made of them. They were not knowledgable about the surrounding area and activities.
August 5, 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 5 out of 5 by mickeytheonion sheraton suites Key west
a good resort which has steadily improved and is hard to beat, clean, large suites, excellent pool and restaurant
August 15, 2014
Rated 5 out of 5 by TravellingOZ short stay w/ family
The Key West Sheraton is an excellent place to stay. We enjoyed the facilities, services, complementary downtown shuttle. There is just one thing which should be fixed - we had an appartment at the back side (2nd floor) of the building complex where the air condition -even if switched off- (probably coming from the central air condition system somewhere in the building) has produced a permanent background noise which made sleeping a challenge. We've been compensated by reducing the overall amount due. When staying there I recommend to explicitly ask for a quiet room. Again - this was the only (but important) disappointing thing there ...
August 17, 2014
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 RockRoll Comfortable and good shuttle into Key West
They are continuing to maintain with fresh paint. I also observed the grounds crew trimming trees. The common area was always clean and well maintained.
August 8, 2014
Rated 2 out of 5 by CocoGoes Not what I expected.....
I was very disappointed at this Category 5 hotel. Although the staff was very accommodating and willing to assist the amount of points is NOT commensurate with the level and quality of amenities. I ended up asking for a refund of my 16K points and paid the room rate. Knowing how unhappy I was, the hotel did not offer any discount at all. The property was dirty and tired looking really, as was my room and patio. I would say that this hotel did not qualify for the Category 5, more like a 2 or 3 in my experience. SPG customer service told me the Category is largely due to its location. On the positive, the beach is quite nice across the street and the shuttle service was very convenient into town. Eddie my driver was polite and very knowledgeable about the local area.
April 8, 2014
Rated 3 out of 5 by Mary6161 Housekeeping issues
I would like to say this is the fourth time I have stayed in this hotel,There was feces on the sheer drape in our room upon arrival. I had to call housekeeping and have the drape changed. Then the mattress pad crept off our bed and all night I had to get up and adjust the pad and fitted sheet. I thought the housekeeper would take care of it when she made the bed in the morning but house keeping never cleaned the room. I notified the front desk at 6 pm. A housekeeper arrived and handed me towels and said ""ok?
the next morning I had houdekeeping change the totally too soft mattress and the mattress pad. Then the bed was fine. The food from room service was excellent and so was the morning breakfast buffet. The bar was fine and the reception staff friendly. Van drivers were fine.
March 23, 2014
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 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 5 out of 5 by Bucho711 Spacious and great service
Huge and comfortable rooms, lovely pool with live music, ideal location near airport, super-helpful staff, and good recognition of SPG Gold status. Highly recommend.
July 22, 2014
Rated 5 out of 5 by Majestic1234 Great staff
Great views, tropical grounds, rooms large, shower area great. Only problem we had was sofa bed was like sleeping on springs, but when we notified desk they brought a new mattress! The staff was friendly, and took care of all your needs. The transportation staff worked hard to get you where you needed to go on time. If shuttle filled up they radioed to get another one there. Beach across the street, and no worries about a cruise ship blocking your views. Enjoyed our stay.
March 19, 2014
Rated 5 out of 5 by Haasinator Great hotel for family - great location
Family stayed for 3 nights. Staff was friendly overly helpful. Hotel restaurant was delicious and a must do breakfast. Room was large and comfortable. great fitness center and pool. Free shuttle to downtown
July 17, 2014
Rated 3 out of 5 by PierceH Great Hotel, Unreliable Transportation
It was my husband and my first time in Key West. Everything about the hotel was great, the staff were friendly, the rooms were clean, and the hotel had a nice vibe. However, the hotel shuttle was a source of frustration throughout the trip. When you book a room at the Sheraton, you pay a $20/night resort fee. This covers many small and unimportant things, such as cookies in the afternoon, however it also covers the shuttle. The shuttle is supposed to run from the hotel to a downtown drop off point once an hour in the mornings, and once every thirty minutes in the afternoon/evening. Every time it left there were twice as many people wanting to ride than there was room for, and your only option was to wait for the next one. Sometimes they said they were calling backup, but I don't think one ever came. Most people resorted to taking a cab, which is fine, but very frustrating when you are already paying for a shuttle you cant use.
As a side note, our shuttle driver Mr. Ed was amazing and great to ride with, if you got the chance.
July 11, 2014
Rated 1 out of 5 by LN1970 Needs Improvement
i recommended this hotel to my family from NY on my prior stays at other SPG hotels however my mistake, the guest services dept and overall cleaniness of the hotel was horrible. We waited forever for addl towles and toilet paper. We called the service desk and given different information all the time. Their is also only one stop on the shuttle bus which is crazy for the amount of people needing buses and the shuttle buses are mostly mini vans. Only once did I see the big bus. I found garbage in the elevator which was then moved to the front of the elevator. They were in no rush to pick it up quickly. The pool area was dirty with empty cups and containers from the night before of people in the pool late.
September 3, 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 4 out of 5 Dog friendly
We had a last minute need for a dog friendly hotel in Key West for one night before flying out. The Sheraton Suites Key West met and exceeded all our expectations for our puppy. We can't say enough how welcomed we felt when entering our room we were met with with a huge Sheraton doggy bed and a food and water bowl set into another Sheraton mat. Just outside our room down the stairs was a designated area to walk our puppy ! Thank you Sheraton Suites Key West.
August 11, 2013
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 5 out of 5 by DIRK100 FAVORITE PLACE TO STAY IN KEY WEST
I am a native Floridian and live near the Beach so my favorite Beach vacation Hotel in Key West has to be impressive in every way.
The Suites are so comfortable, the Beach amenities so close, and an environment of peaceful relaxation makes for a wonderful experience.
June 30, 2014
Rated 5 out of 5 by scuba1984 Friendly, well-run and large rooms
I arrived from a Four Points in N.C. with loud AC to this quiet, well appointed suite in Key West. Both concierges were outstandingly helpful and friendly. The front desk staff was good and the pool-side food/service was excellent. The shuttle service was fast and friendly, although I recommend renting the bikes on site to tour Key West downtown.
June 6, 2014
Rated 2 out of 5 by robruiz Room Cleaning
Our room bed sheet were changed with spots like blood , we realized it late at night and took them off and put them on the floor for the maid to change it the following day. The following day we called 3 times to get our room clean and inclutiting our last call round 8pm before going to dinned. We got back in our room round 02AM and our room was no clean with the bed sheet seating in the floor were we left them two days ago. Front desk agent Manyma (not sure of the speaking) was very rude she should not be in customers services. no smile, no thank you, no welcome. she was just looking how to make my stay miserable .
August 14, 2014
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 Annie3 Hotel
This hotel was clean and the food was good. I enjoyed the stayed.
July 13, 2014