Rated 1 out of 5 by WorkerBee07 Disappointing
I booked a last minute trip to Key West and was excited to stay at this Westin. The entire experience was disappointing. The hotel is outdated and everything feels worn. In my room the carpet was pulled up and the cement slab was showing near the balcony. The refrigerator made a terrible high pitched noise. When I called the front desk, they sent maintenance who told me to turn off the fridge and get ice if I needed to have my things kept cold. Also, the AC was very loud. Louder than a normal airplane. I was told there was nothing that could be done. There is a resort fee PLUS parking. The resort fee is supposed to include things like "afternoon mojitos" and "fruit kabobs". I saw none. I am an SPG gold preferred member and was not offered a room upgrade. When I asked why, I was told it is a resort and things are different. The person who checked in ahead of me received an upgrade. Odd. The "resort" advertises that they have access to a private beach at their sister resort. But, only 20 people per day can pay to take the boat over to the private beach. In fact, as you walk in, there is a poster featuring the private beach. I felt totally misled.
When I spoke with the front desk manager he offered to give me spg points to compensate me for my inconveniences. He said it would take up to 24 hours for the points to appear. It's been a week and I have received nothing.
March 10, 2014
Rated 5 out of 5 by PennyB2012 Very Nice Hotel & Wonderful View
Very Nice Hotel with a Wonderful View of the ocean and the sunset (as long as there are not cruise ships there). Very close to lots of things to do and to Duvall Street. We could sit on balcony and watch the Sunset Celebration at Mallory Square. Only downfall is the view is blocked when cruise ships are docked, but we knew that when we booked it, so it was ok. The room rates are pricey but I think most are in Key West. The staff was very helpful. Our luggage did not make it on our flight so the hotel sent up goody package of toothpaste, toothbrush, soap, razor, etc. They also left a very nice plate of cheese and crackers for us as an Anniversary gift. Very nice staff!
September 29, 2012
Rated 5 out of 5 by csuite Excellent location and one of the best on Key West
My wife and I planned on staying at another SPG hotel in Key West and moved quickly after a poor experience( Mainly because of the location to Old Town Key West).This hotel is in the best location to capture all that Old Town Key West has to offer. I highly recommend this hotel if you are staying in Key West.
June 3, 2012
Rated 1 out of 5 by Peter1962 CAUTION! AVOID this hotel!!
My wife and I arrived on Jan 10th for one night's stay. We were not acknowledged as SPG members and initially were given a room on the first floor in the pool area. Noisy and I could have joined in with the conversatiom in the hot tub happening outside our closed room door had I wanted to, that's how poorly insulated the room doors were for noise. We complained to the front desk, and ended up being re-assigned a new room. When we got off the elevators on the way to our new room, we saw a sign on the wall stating that the rooms on this floor were for SPG members...shouldnt we have been assigned a room here in the beginning then?! Room was nice and everything was fine with the exception that the entire wall alongside the shower stall had black MOLD growing all down the side of the wall. The wallpaper had curled back and there was MOLD that you could have chunked off the wall, it was so thick! I have actually taken photos and I'm sending them to Westin!!! Disgusting and a health hazard. As a result, we spent very little time in the room, threw a towel over the exposed mold when we quickly took our showers and left as soon as we could. Based on the frosty reception we received when first complaining about our original room assignment, we didnt feel there was any point in going back. The hotel is split into two buildings also. Location to sites is great, but hotel is situated on a PORT, not what I'd call a marina. PORT meaning that massive cruiseliners dock there and when their passengers disembark, you have to fight your way through the massive crowds. Want to see the beautiful sunsets? You had better be prepared to get to the dock railings by 3pm or you'll be elbowing through crowds 5 people deep. So, so, so disappointed with this hotel...negatively impacted our first trip to Key West and has us re-thinking Westin hotels in general for future stays.
January 15, 2012
Rated 2 out of 5 by Stephanie01 Wedding Weekend
My husband and I stayed for a night. When I made the reservation, I requested an early check in for 1pm, as we were attending a wedding at the hotel that day. When we arrived, our room was not ready and we were told to wait 1 hour. After strolling Duvall Street and enjoying lunch, we returned to the hotel. Our room was still not ready. Another 30 minutes passed before we were given a room. However - it was a room that was already occupied by another guest. I returned to front desk and asked to speak with a manager. Another 30 minutes passed before anyone would come talk to me. We had waited 2 and half hours for our room and the manager that spoke with me was completely rude and incompetent. I have always stayed at Westins during my travels and have NEVER been treated as POORLY and without any respect as I was here. I will never recommend this hotel to any of my family or friends - nor will I ever consider staying at this Westin again. I would think for $500 a night - customer service would be a priority at the Westin.
December 14, 2011
Rated 5 out of 5 by PlatinumForLifeMember Above and Beyond
I just returned from a three day trip to Key West and the Westin Key West Resort & Marina and wish to thank Diane S., the hotel's General Manger for managing and leading such a professional staff. I would like to especially thank Jennifer, the front office supervisor for ensuring our stay was an exceptional one. Understanding the unique difficulties a high redemption property can present, Jennifer went above and beyond to personally see that the Platinum room and upgrade I requested exceeded our expectations. She should be commended for her cheerful, cooperative, and professional attitude. When travel becomes more than just leisure and the road a second home, room quality, service, and comfort is paramount. It is directly because of employees like Jennifer that I remain a loyal Starwood member even when other comparable choices are available. The quality and care I received as a guest at this property is the main reason I will choose to stay at the Westin Key West Resort & Marina whenever I return in the future. Thank you for a job very well done.
June 27, 2012
Rated 1 out of 5 by Barb1035 Paradise Unmanaged
On the first day we were awaken by a terrible screaching alarm at 8 am. It was a horrible scare, not to mention the terrrible noise that triggered my husband's vertigo. Aftter that, The two managers on duty the nights we stayed were the worst. Our room was hot. They sent ac guy who said that's the best the unit could do. Two different managers argued with us that we weren't hot. Never apologized and both had terrible attitudes. In fact when we checked out early the best the manager could do was say "you are more than welcome to check out". No apology, no let me make you more comfortable, not even a complimentary bottle of water. The valet and other front desk staff were great. What a shame. Thegrounds and location are one pf the best in the world. Westin should consider sending their management staff to Disney's Customer Service training because they did everything wrong. Even as we were checking out, she was kicking us out. That one and the one from the night before went to the Cruella DeVille school of customer service. It was the worst hotel experience I've ever had.
July 14, 2013
Rated 5 out of 5 by John9 weekend getaway
This is the perfect Key West resort. Great property, great staff and great location. I stay there every few months and the Westin never disapoints....
July 5, 2012
Rated 2 out of 5 by IgorG don't stay in this hotel
hotel located right next to port. Big cruise liners dock next to hotel. Few thousand peoples crowd surrounding and make it uncomfortable.
December 17, 2011
Rated 1 out of 5 by Jelloman13 Terrible Expereince
This hotel provided very little in customer services and satisfaction. When I called and asked for the price (final amount), I was told it would be one price for the room. I was later informed that the actual price was another price (60.00 added) and that the room would not be available until around 4 pm. This was mentioned at the end of the registration process and not the beginning. I was also told that checkout time was 11 am the following day and that it could be extended until noon. After a heated conversation with the manager, I was told that I could stay until 3:30, (the first time) 4:30 (the second time) and when I asked which it was , I was told 4 pm and then charged for a resort fee, which I was not told about until checkout.
I was appalled at the lack of courtesy and information provided to me about the various fees and checkout rules. I asked for the rules and was given a copy of the website page and when I indicated that I did not register through the website but called on the phone and not told or given the rules, there was no comment. I was dismayed and will not stay at another Westin Hotel if given this kind of runaround and lack of "common" courtesy. This was at the Key West Westin Hotel. I will certainly mention this to my friends who will not stay as well at a Westin Hotel.
December 20, 2013
Rated 2 out of 5 by tarpon7 Dirty and not worth it
I love Westins and most all Starwood hotels, but this one is really not up to par. I would not stay there again.
March 14, 2012
Rated 1 out of 5 by Kara404 Horrible Customer Service
We booked our trip months in advance with a note asking for early check in due to the fact that we were coming in on the Key West Express Ferry, however, we did not come to the hotel until 5 minutes to 4 pm which is check in time. When we arrived we were told our room would not be ready for another 30 to 45 minutes. We were told that a customer with Premier status was still in the room. While I was the one who booked the trip and only have Preferred level status, two of my friends who were staying in the room have Premier status. Eric, the front desk person offered us a late check out the next day which was appreciated. We went to sit in the lobby to wait out the 30 to 45 minutes and he asked us to go wait in the bar instead, which we found to be rude. When we got to the bar and explained our situation, the bartenders Dave and Mike then took over and called the front desk for us every 20 minutes or so. We did not get access to our room until 6:30 pm, which is way after the 30 to 45 minutes we were told. If it wasn't for Mike and Dave constantly calling I am not sure what time we would have gotten into the room. Eric gave us a couple of breakfast certificates to make up for the time that was wasted, which we appreciated but really did not make up for the fact that he was rude, dishonest and we had to wait 2 1/2 hours after your posted check in time!
June 19, 2013
Rated 5 out of 5 by donner Best Hotel on the Island
I have been coming to Key West for years, and have tried several of the hotels. This one is by far the best! The location is perfect ~ central, but enough off the path there isn't too much traffic. The beds were more comfortable than the one at home!
Coffee in the room, good coffee at that! Wonderful view off the balcony! I cannot wait to stay here again!
The only thing that would make it better is airport transfer service.
May 30, 2014
Rated 2 out of 5 by CM25 Needs a lot of help
After staying here for a weekend recently, I would rank the Westin Key West as a category 3, with a potential for a 4 solely because it's on the water, at best. Nowhere close to the Category 6 that it's currently placed at. The overall location was nice and convenient, but this property has some major issues.
When I first walked into the lobby, I was hit with a very overpowering smell that was not of the standard Westin scent. Even my wife, who only stays maybe 15-20 nights a year in a hotel pointed out that it didn't seem right. When I proceeded to my building, I also noticed a weird smell when entering the lobby of the building, and a different horrendous right outside my room. The air coming out of the vent directly in front of my room smelled like an old musty basement, and there were obvious signs of water damage on the ceiling in that area. I was relieved to enter my room and find it smelling as I would expect.
A few minutes after reaching my room, I went back to the front desk to ask a few questions, and the staff person I dealt with was nowhere close to nice, and was actually quite snotty.
In my first ten minutes on property, things were obviously not off to a great start.
As the weekend progressed, I started to notice things about my room and the resort that made me feel more and more like I was being ripped off on the amount of points I paid for the room. Some items include:
- The air conditioner sounded like a plane was taking off each time it turned on
- The floor lamp was nearly impossible to turn on with its foot switch being behind a table. Once I was finally able to get to it, I found the light only would flicker, at best, when fumbling with the bulb. Due to the lack out outlets in the room, we needed to use one of the lamp outlets for phone chargers, so there was a major lack of light.
- The crown molding on the ceiling at the balcony door and above the sink wasn't even complete, it simply just stopped and did not even have an end cap
- The fan blades we visibly dirty
- The nightstand had visible dried liquids on it (hopefully not human)
- You couldn't even close the bathroom door without squeezing yourself in next to the toilet
- The view was always blocked during the day by cruise ships (although was quite nice for sunsets and it's disclosed that this is a cruise port, you just don't realize how close they'll really be)
- The bed did not even feature "heavenly bed" items as advertised and actually had Sheraton branded sheets (I was told this is an agreement between ownership and Starwood, but I find it hard to believe they would let a franchise use materials that don't match the brand)
- There was a saved message on the voicemail from the front desk to a previous guest apologizing for all the issues they had with the room and offering to move them to a new room, which made me wonder what I possible missed
- Nearly all the furniture was beat up and previous attempts to hide it were obvious
As for the hotel itself, in addition to the lobby and hallway smells:
- The walkway from the side door to stairwell 1 constantly smelled like rotten food (stairway 1 was the only place that actually seemed to have the standard Westin smell)
- We never really encountered a hotel staff person who seemed to enjoy their job
- The resort fee included poolside treats, which during our trips there, were never offered. Aside from those services, All others are included as platinum benefits
- One of the restaurant managers was cleaning the edges of the table next to us while we were eating lunch on our last day, which was disgusting to see how dirty they really were. On top of that, the chemicals he was spraying were getting all over the silverware on the table - I'm sure that's really safe
- The bartender on duty while we were having lunch was so bored that she was texting nearly the whole time we were there, but was "hiding" it in a check book to make it look like nothing, but I think that made it more obvious
- We spent a day on the beach at sunset key. The fee for the beach pass said it included hammocks (plural), but there was only one, and constantly in use. Additionally it said food and beverage service was a part of the fee, but we were charged a service fee on our bill
I don't want this to seem as if we were nitpicking our trip, as that was not the case, but these items were all beyond obvious to us. Many could have probably been overlooked at a lower category property, but with this being in one of the top tiers, there are expectations of excellence. This hotel just does not seem to care. I'm not sure if it's because the high occupancy makes it not worth it to care since you're making money anyway, or if there are management issues that need to be dealt with. I would certainly think twice about coming back here again.
January 20, 2014
Rated 5 out of 5 by RaptorsRule Recommended
The hotel is perfectly located in town walking distance from attractions, good restaurants etc. So leave your car in the garage and enjoy the walking. The hotel also has its own boardwalk area for excellent sunset viewing. The following morning we saw a manatee in the dock area. We like this hotel very much.
I only have 2 negatives but does not effect my overall rating although it may matter to another guest. The wifi system on our ultrabook did not function even though it stated we had a connection. If our stay was several days, I'd mention it to management. Secondly, breakfast offers are very expensive so walk on Duval street for a more reasonable priced selection.
We would definitely stay there again.
February 4, 2013
Rated 2 out of 5 by spgplatinum3333 Location is great - staff is terrible
I'm an SPG Platninum member with 150+ nighs a year. So one could think quite a loyal SPG customers. In a nutshell:
1) Location is great
2) Staff is terrible - concierge prefers reading Kindle and making private phonecalls than providing advise on activities
3) Cleaning: Very bad cleaning - its still dirty
4) rooms are ugly with old carpets. I have a 1-bed room suite with 1 living room, but only 1 window --> its super dark and shady
5) They tried to cheat me this morning when I got my free SPG breakfast - they still tried to charge me for coffee and OJ eventhough I clearly said its my platinum amnenity.
6) For that price (300 USD per night) I expect more - this is substandard and puts a very bad light on the the Starwoods Brand
August 7, 2013
Rated 5 out of 5 by ID5630 This hotel has caring staff
The staff at the concierge helped us have a magical weekend! They did small things that made a huge difference. The room view was great, overlooking the marina.
May 29, 2014
Rated 3 out of 5 by bill21 Needs Improvement
Given the price of this facility there are areas that definitely need work. The front desk staff is very indifferent at times. We had to store luggage and they said "take that up with the bellman." Same response when we asked if the bags would be taken to our room when ready. The TVs in the rooms could not be any cheaper. Should be brought up to 21st century standards. It takes a good 2-3 seconds for a channel to change. Recognition of Starwood Preferred? I am not sure they know it exists. Definitely not worth what is paid for.
May 2, 2012
Rated 2 out of 5 Hotel was dissatisfactory
1. There were no bath tubs just a shower and my wife does not take showers. She would have liked a bath tub and for a well known hotel as the Westin, that was not acceptable.
2. When my wife and I arrived to spend the week there, we were told that we had to pay for the week up front. Another lady staying there was upset as well about this up from=nt paying for the week. After a long augument, they allowed us to pay daily then the next day we found ouselves locked ou of our room. Not good treatment of customers.
December 4, 2013
Rated 5 out of 5 by crazyteapot Location says it all
Stayed 2 nights using points the week before Christmas. Had two rooms on spg floor. Pool views. Nice rooms, great beds. Enjoyed the Sunset Celebration held on the hotel boardwalk. Mobile drink carts serve guest(Cash no Credit Cards). Restaurant has outdoor seating on boardwalk. Entertainment was fun and kids seemed to enjoy it. Sunset views were outstanding. Valet parked our car $22/night. Car never left the garage. 1-2 blocks from Duval St. and easy walking for just about everything. Took a pedi cab several times when we didn't want to walk. Conceriege services were very good and nice gift/supply shop behind them. Pool has nice padded chaise lounges and drink service is available. Plenty of seating during our use. Ate breakfast in hotel restaurant twice and enjoyed the outdoor dining facing the water and cruise ship dock. Dinner another story- seated by hostess, waited 15 minutes with a menu. Area was dim and asked for flashlight, she wanted me to move, I just wanted to read the menu. After waiting, called restaurant phone from my cell phone to ask for a waiter to come to the table. Phone rolled over to main front desk and transferred back to restaurant. Waited a few more minutes until a nice waiter showed up and expressed regrets. They were not busy and this was about 8 pm. I was dining alone due to husband illness. All menu salads seemed large and asked for 1/2 serving which they did accommodate. Ordered fish meal and asked for grilled asparagus instead of green beans and was accommodated again. All food in the restaurant was very good. Ordered dessert and they set it up like room service so I could carry it back to the room. After my husband woke up after 11 pm, he was hungery. I called to inquire about room service. They have a late night limited menu of food prepared by restaurant and left for delivery by security. It came within 15-20 minutes and was a turkey croissant with chips which met our needs. At checkin I had asked for 2 frigs. to be delivered to the 2 rooms we had. Had to call again to get them delivered.
December 29, 2011
Rated 5 out of 5 by Kat55 Wonderful stay
This was a quick getaway and the hotel was everything and more than expected. The area around the hotel was great and all the amenities were great. The staff was wonderful and the so was the food. The outdoor dining is very enjoyable.
March 22, 2014
Rated 5 out of 5 by Arocky24 Great Hotel but not that many SPG amenities
I went to the keys on a fishing trip with my friends and stayed in a 2 bedroom suite. Very big, very nice and we all slept comfortably. However, the only problem I had was that we didnt really have a view of the Ocean. Not a big deal but I did mention it to the front desk. When I told the front desk attendant, Adrian(I hope I got that right). He went on to look up another room with a better view. He actually found another room and let me take a look to see which one I liked better. He definitely went out of his way to try to please us. He was extremely helpful and definitely deserves to be recognized.
All in all it is a great place to stay and the location is perfect! We walked everywhere we needed. Thanks for the great care and hospitality. We will be back again next year.
October 10, 2012
Rated 5 out of 5 by spinks00 Wonderful Stay
My wife and I came here for a two night stay after coming down from the middle keys where we did not have a great experience. Upon arrival we were pleasantly greeted and upgraded to a suite which went a long way after our unpleasant experience at our last hotel and long drive down. We also arrived around 12:30 and they already had our room ready. The gentleman named Mike at the front desk checked us in and was very accommodating and helpful. We will definitely be coming back to stay at the Westin Key West.
June 5, 2013
Rated 2 out of 5 by TCB1 Great location but not much else
For the price ($700/night) , you really don't get the value other than the central location. I wasn't offered amenities upon checkin, bed was not made, shampoo not replenished, etc. Also there is not a spa on site ( have to take a boat) and there isn't a nail salon either. For this price, you would think these offerings would be table stakes. Very disappointing.
February 24, 2014
Rated 2 out of 5 by JRP1 Bad Manager
It does not matter how much training a staff undergoes, there can be underachievers on staff. Their will always be people who just really don’t care. Its those times when management steps in puts fires out and smooths things over. This Weston has a great staff, truly nice people – but the manager, in only two conversations was atrocious in her customer service.
Our first night found us across the hall from a barking dog. They allow dogs, OK. Is it OK to let a barking dog keep people awake? According to the manager – YES. Because, …they allow dogs.
Not an I’m sorry, let me see what I can do to solve the problem… just, we allow dogs.
When we went to check out there was an issue with our door. We were locked in our room. Crazy, but true, we could not get out. The maintenance fella that showed up was courteous and solved the problem he scaled the side of the building to get into our room from the balcony then took the door off the hinges – and we escaped.
The process took about an hour, an hour we did not have.
We were going to be late for our flight, when I asked the manager to help get us a cab or we were going to miss our flight (after telling here we were the ones locked in our room), her response – I’m not in charge of cabs…
Just a fail.
A miserable unnecessary fail by one bad employee at an otherwise nice location.
Look elsewhere; there are plenty of very nice places in Key West.
March 26, 2014
Rated 3 out of 5 by JaneDoe369 Make sure you shop their rates even if you are with a group.
Make sure you pay attention when booking. My friend stayed in the same hotel on the same dates and got an ocean view room for $5 more and we were in the corner of the pool area next to the staff room with pool towels in our bushes. We were also next to the back door so every time someone smoked a cigarette there, our room would smell. Otherwise we found the hotel and room to be clean so assuming you pay attention to where they place you, you will enjoy your stay.
November 25, 2013
Rated 4 out of 5 by Joccobunny Gold member owner
Very disappointed. I'm a gold member owner and let you know in advance 30 days. I got a dumpy crappy room my first night. My business partner travelling with me got an upgraded suite. He's not even a Starwood member. That is not ok. My tub did not drain and my toilet didn't flush. Why did he get a suite????? Why did I pay you 50k and fees of almost 3000 a year when my friend pays nothing and gets a suite?????? I don't like to change rooms but mine was so nasty I had to.
January 14, 2013
Rated 5 out of 5 by RandL A fantastic place to stay on Key West.
The lcoation of the property is wonderful, on the water, near Duval Street and right in the center of historic Old Town. The hotel is gorgeous. The deck overlooking the water was a quiet retreat during the day & a great location to view the sunset from. The rooms were spotless and the beds were super comfortable. Staff is friendly and we were treated to an upgraded room upon arrival. A pelasant surprise to start our vacation. Our 3 days here were a perfect getaway.
September 10, 2013
Rated 4 out of 5 by Dave24 Nice Hotel
I visited this property in October and found it to be a great place to stay. The location is set on the water front and is within walking distance of Duval St. Most rooms have great water views. The Westin is close enough to be in the middle of it all with out feeling like it is. The property is quite and feels like a small private getaway. Sunset hour by the bar overlooking the water gives you an amazing view and is truly relaxing. During the day you can pay $20 and take a ferry to a small private island across from the hotel and relax on the beach.
The only issue I had with this location was at the front desk where for whatever reason they would not recognize my platinum status and told me to call SPG and fix it myself. Oh well... not everything in live can run smooth. : )
Either way I highly recommend this property!
June 21, 2012
Rated 3 out of 5 by Unhappy62 Handicapped room but not handicapped
Placed in a handicapped accessible room when you are not handicapped is not a pleasant experience. This room was not even in the main hotel but in an annex building. Which required a long walk. Could not even hang up a shirt in the closet as the bar was 24 inches off the floor. The open shower flooded the entire bathroom each time making the tile floor very slippery. No bathroom counter space but an extremely low table next to toilet for toiletries etc. This room cost 400 dollars a night. Received no washcloths in room the entire stay. Rooms should be designed to accommodate all customers if all persons are placed in them. Disappointing overall experience in an expensive dark depressing room designed for little people or a wheelchair.
May 6, 2014