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 pjean Great Hotel
Hotel was excellent all around -- nice surprise!
January 16, 2014
Rated 1 out of 5 by Jgy52 Disappointing
The television in the bedroom did not work. The wifi was intermittent at best. The workout facility was weak. Having to ride a van in and out of town was the biggest reason we checked out 2 days into our week vacation. It was inconvenient and very time consuming. Also getting a cab from this hotel took forever. We waited an hour, missed our dinner reservations.
When I checked out the young lady asked if I had called down to mention the tv and wifi issues. I told her that when I'm paying over $300 per night I shouldn't have these issues. We moved into town.
January 15, 2014
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 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 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 Coolfish1 Great Service
Our stay at the Sheration in Key West was all we wanted and needed it to be, and in fact, the staff went above and beyond. Our trip included driving to and from Orlando's airport, and on the return trip I realized I had left my telephone ear piece and charger in the room. I called, and the staff found the unit and offered to FEDEX it back to me at the earliest date. Great service and I so appreciated not having to buy a new one. Thanks!
December 29, 2013
Rated 5 out of 5 by Ray73 We'll be back !!!
This was our 1st visit to Key West & this hotel was by far the best Sheraton we've stayed in ever! We will be returning next year! I have to tell you, the beds are the most comfortable of any resort we stay at. Shuttle drivers to/from Duval St. were all friendly & helpful, as was the rest of the staff. The beach across the street was a big plus too!
December 12, 2013
Rated 3 out of 5 by Teresa051 Good room for the price.
Room was clean at check-in. Very spacious. Love the bathroom/shower!! Found out shuttle only runs once every hour during the day until 4 pm. Then every 30 minutes from downtown. Second day - Housekeeping did not give us extra shampoo or give us another bag for ice! Came back early Friday night - hotel was dead and too late to go back downtown. Great that the beach is just accross the road!!! No other resturants very close though!
December 9, 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 metaverse Pool Bar staff needs some training
So, overall, I was happy with the hotel, with the exception of the Pool Bar. Went for drinks at Happy Hour, starting @ 3:00. Was told by staff that the "computer" thinks happy hour starts at 3:15, and was charged full price for drinks. May seem trivial, but either change the signage, update the computer, or empower the staff to make adjustments. The surly attitude of the staff at the pool bar didn't help the situation.
December 7, 2013
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 Kwluver Beautiful room
We only stayed one night but loved the suite. The rooms were large and well appointed. Bathroom was also large with a separate toilet room. Huge shower! Convenient free shuttle to Old Town and airport.
December 6, 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 DCG25 Great staff. Poor bedding.
The staff at the restaurant was outstanding. There were 10 of us in the family trip, and everyone agreed that the staff at the hotel was great. Made us feel so welcome.
Our bedding was horrible. The mattress pad seemed too small for the bed and if you turned over in bed, the fitted sheet and mattress pad came off and bunched up under you, so it seemed that you were sleeping on rocks. I'm not a complainer, so I just fixed it all night.
December 1, 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 2 out of 5 by Hunter12 disappointed
As a platinum member, I booked two rooms, but they only offer 3 breakfast for each morning, this is the only SPG hotel treat me in this way. I have been traveling to DC, Denver, San Francisco, LA, Las Vegas, Atalanta, Orlando, Miami...
I just don't like the attitude toward to the Platinum member.
November 26, 2013
Rated 3 out of 5 by Donna56 A suite is sweet!!
Good experience overall!
The suite is a good size . Nice kitchenette and sitting area. The bath and outer vanity area are spacious . The only downfall is that the room needs to be updated .paint should be freshened up there are many scuff marks and all of the furniture is badly marked and worn. I was disappointed that these details weren't addressed by Sheraton.
November 25, 2013
Rated 5 out of 5 by Lolds Home away from home!
This is only the second time in Key West and second time at the Sheraton Suites and we love it! Came for my birthday this time and the front desk acknowledged the special occasion and had a Key Lime pie waiting in my fridge! Shout out to Jonathan at the desk who checked us in, great attitude! Can't wait to return!
November 23, 2013
Rated 2 out of 5 by Musica40 My Latest Visit
I travel on business quite often to Key West. In the past 2 1/2 years, I've probably stayed at the Sheraton near Smathers 10-15 times. Staff is always cordial and hotel is nice. It's convenient for me to stay here and the hotel is nowhere near Duval St. Imagine my surprise when I receive an email from their staff informing me that they were adding an additional $20 per night "resort" fee. What a joke! Supposedly this will cover parking, the shuttle, Wifi, towels, etc. What a horrible move on Sheratons part. This is an outrage. The cost for staying there is already quite high and what they have to offer is minimal. A resort should have items such as a spa, nightclub, golf course, tennis courts, full gym, just to mention a few. They offer none of these. The restaurant food is mediocre at best and drinks are too high. That being said, I was loyal and stayed there are almost all my visits. This will change. There have no conceiveable way to justify this increase. It is absurd. Sheraton has lost a loyal customer.
November 22, 2013
Rated 3 out of 5 by DougfromAlberta OK, but basic
Few amenities, not really central, but good shuttle service to Downtown.
Housekkeping was great!
Rooms are definitely NOT soundproof and we did not sleep well any night.
November 19, 2013
Rated 5 out of 5 by Doug15205 Suites in Paradise
I have stayed at this hotel many times, and while always good, this visit was exceptional.
The bell/door staff was extremely helpful and friendly, and while my room was not yet ready when I arrived (I was early, 1PM) they sotred my bags, called me when the room was ready, and the bags were in my room upon my arrival.
One of the best pools on the island, with a hot tub, and a nice little bar. There are so many options on the island for breakfast, but if you don't want to go anywhere, the restaurant is really good too. They have some incredible views, and even the garden/pool views are worthy of the location. They accommodated my request for a late checkout since I have platinum status, and really everything was great. The beach is right across the street, and albeit a small one, it is well maintained, with sailboat, parasail, and volleyball available among the renewed habitat.
November 19, 2013
Rated 4 out of 5 by TXRO Relaxed atmosphere
The hotel staff went above and beyond to recognize our 25th anniversary. The concierge was very knowledgeable and helpful. The hotel transportation into old town was very convenient and frequent.
November 17, 2013
Rated 4 out of 5 by Talaya0704 Location
Location, location, location
November 17, 2013
Rated 4 out of 5 by Grovite Not a good experience
We left our room about 11 am the first morning. Cane back to our room at about 8:30pm to find the door to our room ajar, unlocked. Of course, we were a bit skeptical going in, but we did. My husband called the manager who said that he would have to wait for engineer to arrive next morning to see the last key used to enter the room. We never heard anything!!! That is quite a disappointment from a hotel we frequent!!
November 17, 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 1 out of 5 by Crys62 Ants and worms
This was my first stay at the Sheraton Suites in Key West. While the room and bathroom were spacious, the first night we discovered ants all over the kitchen area. The staff came and sprayed, but the next day they were still there, and we requested a room change. Because we had to leave early in the day, management promised that they would gather our luggage and have us moved in a few hours. When we returned after 7 hours, we were told that no other rooms were available. After demanding a room, they finally moved us, but the next morning, there was a worm in our bathroom. Also service in the restaurant was slow and unattentive to guests. I would never recommend this hotel.
November 14, 2013
Rated 3 out of 5 by Paul20132013 Upgrade?
There were better rooms available for the entire time I stayed there. As an SPG Platinum it would have been nice to have an upgrade offered.
November 11, 2013
Rated 5 out of 5 by gcschroeder Awesome amenities!
We enjoyed our stay. The shuttle services to the downtown part of the island was a great service. The hotel was nice and clean and we enjoyed the beach location!
November 11, 2013
Rated 5 out of 5 by LSU1972 Perfect!
Everything was perfect from the sun-washed butter yellow and blue colors of the facility to the soft shower head soaking my head. We got the shuttle and ate in town four nights but we enjoyed breakfast with waitress, Anita, out over looking the pool. We had two days of 25+ mph winds but we just stayed by the pool and read. Special thanks to Audry at the front desk.
November 10, 2013