Rated 5 out of 5 by SantasHelper Just right......
Great location and wonderfully maintained property.
April 8, 2015
Rated 2 out of 5 by vandoozer Construction 3/2015
Very loud and disruptive construction going on in the pool area that has both bathrooms closed by the pool. It is going from 9am to 4pm each day without stopping. Grinding, hammering, crashing, dirty construction activity makes it impossible to have a relaxing vacation in the sun by the pool. It has ruined our stay as that was the main reason we chose this hotel. A warm place to get away and relax. The pool attendant was very nice but the pool food service was non-existent and extremely slow when present. Our room was nice but I would not recommend the hotel at this time!!! Ask if there is construction before you reserve.
March 31, 2015
Rated 1 out of 5 by DonL34 This hotel suffered from customer service
I have stayed at this resort a number of times in the past and was looking forward to it but was very disappointed. It started with my room selection. I am a spg gold member but was not able to secure a spg room. The room I was given was in the back of the resort facing outward. The room interior was nice as usual however you could tell it suffered from neglect. Little things like the water pressure was terrible, the safe did not work and the blinds were broken. The worst thing however was the overall customer service. The bar / food service at the pool was terrible. They were grossly under staffed. The bar tenders tried to do their best but showed frustration do to the work load. Only 2 of the 6 days was there as service pool side. The rest of the days you had to wait in long lines by pool bar or had to have the bar tender leave the bar and bring your food down to the pool There was only 1 bar tender on staff. I am sure that 1 extra bar tender / pool staff would certainly pay for their salaries in sales if they were added. I spoke with a few other guest who thought the same. A number of us left the resort to eat when we would have gladly spent the money to eat. The service even got worse during the evening. We tried to eat dinner in the restaurant and had to wait a long time for some one to come up to seat us.
Also when checking out I was informed that Sheraton has added a $20 per day resort fee. I understand many other resorts do the same but I was not informed of this charge when I checked in nor did I feel the resort service earned the fee.
I am disappointed because I have stayed in the this particular resort 4-5 times in the past and don't remember it being like this. I realize that it is hard to find help in the Keys but Sheraton had better solve this one.
March 20, 2015
Rated 5 out of 5 by CathyMc51 Send Off Breakfast
The send off breakfast was excellent & staff was super to work with
March 17, 2015
Rated 5 out of 5 by jack4396 Great experience
My wife and I recently spent a few days at Sheraton Suites Key West. Since I normally expect good service and pleasant accommodations at Starwood properties, I rarely do this after a visit, but this trip was extraordinary. We want to thank the entire staff at this property for a very pleasant and relaxing quick vacation. Despite it being “spring break” and very busy, everyone at the hotel was extremely friendly and pleasant. We spent a good deal of time on-site and made use of most of your facilities. Without exception, all staff we encountered (management, porters, front desk, wait staff, bar staff, pool staff, maintenance, shuttle drivers, etc.) were the best. We were made to feel like valued guests and we were able to simply relax and enjoy ourselves. The facility was also impressive. Very clean and well maintained, everything worked as it should and as advertised.
Thank you all for making our stay so pleasant. You all should be proud of the great work you do.
March 15, 2015
Rated 1 out of 5 by Alex76S Poor food and F&B staff sloppy and unfriendly
To start positive, I am usually a big SPG and Sheraton fan. Spent half of this year in another city in a Sheraton and was very happy.
But this hotel stay was a rather unpleasant experience (stayed there with my family for a couple of days after Christmas). Overall impression is the hotel is worn out and needs some serious cosmetic improvements. Looks like last renovation was done in the early 90s.. (e.g. Especially pool area, gym, and bath rooms). For ~600USD per night you simply expect a bit more than just 'suites' in the hotel name. Btw could you please make it more explicit that a main road runs in between the hotel and the beach. Doesnt really pop out on the pics unless you soom in or know the isle.
Worst of all though was the quality of the food and staff. It seemed all rather poor quality pre-cooked food. No real healthy dish on the menu and what got served simply didnt taste good.
If on top you get served by mostly unfriendly or arrogant (and sadly probably also untrained) staff, you simply decide to leave early and never come back. When I showed the dirty glas I was given to the manager on duty his reply was 'yes I can see spots but it serms its only water stains'. Have you ever heard of polishing glas before handing it to guests. Thats one of the small little details that make a difference. Another waiter almost let the door slam into our 4y old, because he didnt check who walks right behind him. Gladly our son was fast enough...
In summary I would not recommend the hotel.
December 31, 2014
Rated 5 out of 5 by MJPC Very satisfied
Overall our week stay was great. Free Shuttle service to airport and town was appreciated. We had a few problems, but they were resolved fairly quickly; hot water was out Christmas Eve and Christmas morning. Not pleasant showers. A notice should have been on the website noting hot tub repairs going on. Pool was perfect! Elevator also didn't work on check out day. Had to carry luggage down one flight. Told staff member when checking out and he actually compensated me with a slight cash reduction. Very much appreciated that my concerns were immediately addressed.
Suggestions for rooms; more hanging space. And clothing drawers. A pullout clothes line in shower helps with wet stuff. Food prices a little high.
All staff was extremely polite and helpful. Room service quickly found us non-feathered pillows for my daughter who has allergies. Dasha helped us with bike rentals and many excursions. All of which worked out very well. Thank you all.
December 28, 2014
Rated 4 out of 5 by MItraveler Good Location, Need Hot Tub
For Category 5 hotel, I expected hot tub, not only outdoor but indoor as well. This hotel does not have outside either. Picture quality of the TV was very average. Should have better TVs.
December 26, 2014