Rated 5 out of 5 by Zeus0918 Staff
Staff was outstanding, very helpful and went out their way to make sure my needs we're met.
February 23, 2014
Rated 5 out of 5 by Necy room cleaning & housekeeping request
The air freshener that greeted us as we entered was too strong. We had to air out the room.
The floors were so dirty that I left dirt marks in the tub and the bottom of my white socks were black!! I would attach a picture of them if your site allowed.
Also I requested housekeeping twice for a box of Kleenex and I never received.
February 21, 2014
Rated 4 out of 5 by Peter2012 One HUGE drawback!
This hotel is excellent with a perfect location on the tip of Key West overlooking the ocean and modern marina. We have thoroughly enjoyed it in the past. BUT, in February 2012, staying for 5 nights, we were shocked to see, day after day, 2 or 3 monster 10-12 storey cruiseships docked end-to-end along the outside wall of the hotel's marina. Some stayed well in to the evening. GONE was our ocean view, and GONE were the wonderful sunsets. Also note that some 10,000-plus cruise passengers are deposited day after day in the tiny Key West. This has ruined a previously great destination. If the Westin does not change this policy of docking huge cruise ships in this way its glory days will be over. And we will not return.
March 19, 2012
Rated 4 out of 5 by LAS81 Good location
Our first night our room was unsatisfactory. The air conditioner was not working properly. Unable to make use of the lanai due to extremely loud air conditioning unit at neighboring building. The bathroom door would not close properly and the toilet paper holder was broken. However, the following morning we requested a new room. We were moved to a poolside room. The front desk staff was friendly and more than helpful. My suggestion to anyone booking a room here is to be poolside or oceanfront. Gardenview or partial ocean view are not certain to be satisfactory. The pool is beautiful and the wait staff was attentive.The housekeeping staff was good. The room was always made up in good time.
Overall, we enjoyed our stay and would return to the Westin Key West.
February 15, 2014
Rated 5 out of 5 by gmr1961 perfect key west hotel
sunsets, location, food, atmosphere,
and the beds were the most comfortable i've ever slept on.
February 20, 2014
Rated 2 out of 5 by Ryan45 Won't Stay Again
This was my third stay at this hotel as an SPG Gold member and again, was not given a room upgrade. I know they had available room upgrades as one of my co-workers (that is not a Gold member) was given an upgraded room, and I was not provided one due to "unavailability" according to staff. Also, I spent one hour on the phone with technical support beacuse their wi-fi was not working in my room. Furthermore, I had a $25 SPG gift certificate for achieving Gold status that they did not credit towards my stay as stated on the reward. Location is good for downtown, but my coworkers and me will not stay again as they do not reward Gold SPG members.
December 19, 2011
Rated 5 out of 5 by cavallog1 Excellent Hotel and Staff
The hotel is fabulous, but the staff is what really sets you apart. My stay was shortened due to family emergency and everyone was very accomindating
February 19, 2014
Rated 2 out of 5 by CRMP Disappointed
This hotel did not meet our expectations given the price of the room. It just did not seem well-managed and many of the staff did not seem to care. There was a lack of attention to detail. Two of the four nights we were there the requested turn down service did not occur. The air conditioning unit was incredibly noisy; finally after two sleepless nights it was replaced. The resort fee was insulting- it included the robe in the room! Isn't that a given for a room of the price we paid. I felt nickeled and dimed.
February 14, 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 3 out of 5 by Jenny217 Not the best for families with young children
We enjoyed our stay, but would have preferred to have a beach nearby. Also, the sheets and pillow cases were clean, but none of the other bedding was. I expected more for the price, honestly. On the plus side, the location is great if you are looking for shopping or boating.
February 17, 2014
Rated 2 out of 5 by mattb A Nice Property... but...
To put it bluntly I was disappointed with my stay at this property. It has a prime location and there is much potential, but that potential was not totally realized.
Unfortunately, I found the staff to not be entirely friendly… and this was puzzling for a resort type hotel where one would assume that just the opposite would be true… and that perhaps is what sorry to say has colored my overall impression… and this was based on check-in where nobody even made an attempt to open the door for me even though I was carrying luggage.
Secondly, the room while comfortable was definitely in need of a makeover. The furnishings were perhaps once trendy, but have overstayed their welcome… at least they could have done was replace a few of the lampshades (and made sure that they were properly positioned) as that alone would have made a better initial impact. Still, the room was comfy if not totally inviting.
Thirdly, the health club facilities were a complete disaster. Not all the cardio machines worked properly… and most definitely not the solitary exercise bike… and I was not the only person complaining. There are enough free weights, but there is only one exercise bench and this made for a bit of a hassle and inconvenience.
The pool area is well kept and as good as it gets, and as implied above, the location is ideal for a stay in Key West if one wants to be in the middle of the action. The cruise ships land at the marina section of the property and every night there is a sunset celebration.
Incidentally, as a Starwood Preferred gold member I am entitled to a 4:00 PM late checkout… at a resort the late checkout is qualified as “if available”. Normally, one is able to find out a day or so ahead of time so appropriate plans can be made… and let’s face it, the hotel computer would have all that information at least 12 to 24 hours in advance. No matter to whom I placed a query regarding a late checkout they all said that it could be taken care of on the morning of the day of checkout… the implication being that it would be no big deal. Well, when I did inquire at the appropriate and designated time… I was told (perhaps lectured would be a better choice of words) emphatically and unequivocally that a late checkout would not be available… Common courtesy would have dictated that if such were the case when I asked at 11:30 PM the previous evening I should have been told then. However, not one of the several individuals that I asked on the day prior to checking out even bothered to check the reservations on the computer. Would that they had, as it would have facilitated my departure and perhaps left me with a better final impression.
So possibly I have been a bit harsh, but I tell it like it is and things could have been better. Would I stay there again? Perhaps if they rectify some of the problems I would indeed consider it.
Finally, true to form… when I was leaving nobody even attempted to help me put my luggage in the vehicle that was picking me up… much less open the door to said vehicle…
November 13, 2011
Rated 2 out of 5 by CinRan Staff needs improvement. . .
While the location is great, the resort does not live up to the typical Westin resort property (or Starwood for that matter).
*As others have pointed out, we found our room to be outdated and in need of work (e.g., wallpaper peeling from the wall).
*The staff overall, up and down the chain, seems very unprofessional, which was our biggest disappointment:
-If you have to deal with the management/front-desk, i think you will notice that while conveying a sense of professionalism they lack much in customer relations.
-Bell staff is stand-offish
-Housekeeping is loud in the morning, socializing and yelling at each other in the halls, and twice attempted to walk into our room without proper notice.
*Platinum beware: understanding upgrades and late checkout are based on availability, we contacted SPG Plat. concierge days prior and were told there should no problem at all accommodating these things. We were not upgraded and placed in a first floor, basic and outdated/falling apart room (but offered only a second floor, two-bed room??), with no 4PM checkout. Staff and management offered conflicting reasons why no other room (other than this most basic, run-down room, let alone ‘best available’) would be made available to us.
The location is great, and if you do not expect to have any contact with management or staff (except the concierges, who are giving, helpful and kind) you may want to consider this property only for its location. Otherwise, you will likely find kinder, more accommodating and professional staff elsewhere.
This is the first Starwood property I would not recommend, with years of SPG experiences.
February 1, 2012
Rated 5 out of 5 by stjohn Great time at a great resort
Stayed 4 nights in February. Had a wonderful time. We were made to feel real comfortable. The staff was real helpful and accommodating. The pool was nice. The meals were very good. We can't wait to return. The resort is located in the middle of everything. I highly recommend the westin.
February 14, 2014
Rated 3 out of 5 by gchief Not up to SPG standards
As a loyal SPG member, I've always appreciated the service and product Starwood delivers. 95% of my travel is for work which requires flexibility with changing plans and crazy schedules. However, when I decided to take a short vacation at the Westin Key West I was very much disappointed...
My wife was sick as we arrived at the hotel and I asked if anything could be done to put us in a room sooner then 4:00 as she could barely lift her head. They said they would take my number and give me a call (This was at 12:00). I received the call for "early" check-in at 3:00... We got to our room which was apparently an "Upgrade" to an ocean view, with no oceanview... just a balcony that you could barely even stand on b/c it was so small and a pool of water constantly on it from the air conditioner. Still we weren't there to be in our rooms so we shrugged it off... However, the air conditioner was apparently just there to create a pool of water on the balcony, b/c it didn't cool down the room and ran constantly. Lastly, I did need to do some work while I was there, so I was happy to see they offered free Wifi (which I think all hotels should do...) however, I couldn't get a signal in our room... When told, they said "just keep trying..." THANKS!
Lastly, our flight was late on Tuesday and we asked for a late check out as soon as we got there. The person we orginally spoke to said there was nothing he can do, but if we call down on the departure day it shouldn't be a problem. Well that didn't work out... Every time I check into a SPG property they offer me a complimentary 4:00 PM check-out b/c of my status... Not this time. They told me they couldn't do it b/c our room was in high demand... Laughable, but we offered to switch, and we were told that's not an option, so no late check-out. My wife, being the more reasonable one, decided to go down and try it her way as we knew it wasn't a crowded weekend at the hotel... He told her that the hotel was all filled up and no way to offer us a late check-out. They kicked us out of the room and made us shower and get ready in the gym bathroom.... which btw was broken!!!
FYI, I quickly went online and tried to book a room for the night at the property b/c I knew it wasn't booked... The online booking engine offered me about 20 different rooms available. So he basically just lied to us....
Upon check-out I mentioned all these things to the front desk to see how they would handle it... She smiled, said sorry about that... and come back and see us again. Once again, THANKS!
I think part of the problem is I'm use to being given a certain level of service and product that just wasn't met. Free drinks, late check-outs, little chocolates, etc... Things I experience while on the road alone... It's a shame that the one time with my wife we had the opposite experience.
December 9, 2011
Rated 1 out of 5 by Laura21 Worst Starwood Property
This by far has been the worst Starwood Property I have ever stayed at. Rooms are old and very dark. This should be more of a category 2 hotel verses a 5. I felt cheated paying for a level 5 property, when this hotel is such low quality. Service is terrible as well. When I checked in the front desk said there were no upgrades available, but when I went to my room and checked on-line there was a suite available for upgrade. When I called the manager to ask about the upgrade that was available on-line, the manager said the on-line computer system was wrong. The Bistro restaurant was terrible as well..I ordered the Westin egg white and cheese omelet, which as you know is on every menu at Westin, and what I received was nothing similar to what I ordered. Perhaps the chef should read the description of what each item on the menu is and learn something from other cooks. During the evening we sat at the pool on chairs to talk and were told by staff that we could NOT sit by the pool after hours. However, on the door to the pool it says you can enter after hours using your room key. Don't let the pictures on the web site fool you..This hotel is terrible all around.
December 21, 2011
Rated 5 out of 5 by Koukla Wonderful Experience
When we first arrived we had a few problems with the room type. It ended up working out, they upgraded our stay to a suite room. It was a wonderful spacious room with two bedrooms and a full size pull out in the living room. The bathroom set up is fantastic! The hotel is perfectly situated in the heart of key west right off Duval street and just a few blocks down from Ft Zach beach. I have been coming to Key West for the last 5 years and this was by far the best experience! The Westin made the difference! We will be back May 2012!! BTW breakfast downstairs is a MUST! Well worth every penny!!
March 27, 2012
Rated 1 out of 5 by 140nights Very disappointed
As a Platinum member that stays at SPG hotels about 140 nights a year, I was very disappointed.
1. I specifically asked for a quiet room, away from the elevators, and my first room was the closest possible room to an elevator.
2. My second room was further from the elevator, which was nice, but was not cleaned properly. There was hair stuck to the walls around the bath tub.
3. This is not a typical Westin resort. There is no lounge. The rooms have been somewhat refreshed, but the bathrooms have not.
4. This is the first hotel I've been in where the blinds do not block any light. As a light sleeper, it is very difficult to stay asleep after about 7:00 AM. I wouldn't be surprized if some motels had this problem - but this is supposed to be a WESTIN RESORT.
5. I stayed on points. After the first day I spoke with SPG and requested to leave the hotel early to go back to Miami and stay at a different Westin. The manager would not let me leave early without forfeiting ALL of my points. This is how they treat high revenue return customers at this hotel...
6. Arrived at the pool at about 2pm - no towels. I talked with someone who works there and he said he'll get right on it. About 30 minutes later somebody came out with some beach towels we can use at the pool area. Again - it may be ok in some motels, but not at a Westin Resort. There is a reason people pay over $300 / night or 12,000 points / night to stay there - THEY WANT SERVICE!!! VERY DISAPPOINTING STAY!!!
December 30, 2011
Rated 2 out of 5 by Brent99 I can't believe this is a starwood hotel...its just unacceptable
I almost never write reviews, but the service was so poor that I had to save the rest of you from spending even one night at this hotel.
I had read the other reviews and did not think the service at the Westin Key West could be as bad as describes...so I figured I would give it a try...famous last words.
1) The poor service first started off upon checkin when the front desk staff indicated that there was nothing they could do to provide any upgrades and they were in a sold out capacity. I understand that if there truly is a sold out capacity there is nothing that could be done. When I got to my room I looked up availability for the "entire duration" of my current stay and there were multiple room and view accommodation that were available for the duration. If you don't want to provide the upgrade just say you're not going to do it....don't lie about not having availability.
2) Later that evening I found a hair ball the size of a golf ball in my shower. (again I can somewhat understand that housekeeping can miss these types of things) I called down to the front desk and asked them to send some one up....30 minutes later still no one. Called again and asked again to send someone up..another 30 minutes later no one showed, infact no one showed at all that evening after three calls.
3) The next morning I went down to the front desk to communicate to them these issues in person...my perception was that they could have cared less about what had happened...
4) I thought I this point I should just let it go and enjoy my two day vacation, but I thought management should know about the type of service that was being provided...and thought there is no way that they would think this is up to the standards of a westin / starwood property. So I placed a couple calls to management, but guess what...no returned calls....
I spend on average 200 nights in hotels every year and this by far was the worst service I have ever experienced in ten years.
I can not believe that starwood and westin allows this hotel to carry their brand name.
March 2, 2012
Rated 1 out of 5 by July3LateNightCheckIn The worst Westin I stayed in
I have been Starwood Platinum for more than 10 years. This is absolutely worst hotel experience that we had in a very long time. The front desk staff and late night manager Amy were awful. Hotel being half-empty, it took me a call to Platinum Concierge to convince her that my 6 and 8 year old sons cannot sleep in a room by themselves and we need either connecting rooms, a suite or anything but two rooms on separate floors. Not only she refused to work with us, she was plain rude. Not the service or attitude that you expect from Westin staff.
July 4, 2013
Rated 5 out of 5 by Asa53 Best Key West Stay
From the location right on the water next to Mallory Square and a couple blocks off Duval Street to the facilities with wonderful pool surrounded by the hotel in a tropical setting you can't go wrong with this hotel. I believe this hotel is the best I have stayed in Key West, the rooms are spacious and heavenly beds are great. And convenience of location can't be beat. Absolutely the best placed to capture the sunset from the top deck bar.
February 6, 2014
Rated 2 out of 5 by Sagenm Underwhelming for money
Great if you love a view of cruise ships and rooms that are hardly resort-like. Very disappointing. Stay with caution.
November 25, 2011
Rated 5 out of 5 by JLFinJanuary2013 Great Location
Perfect location on the water next door to Mallory Square and walking distance to hundreds of fabulous shops and restaurants. The rooms are so roomy and comfortable and the service is outstanding. The views from the balconies are great (but please know that cruise ships block the view regularly); we actually like watching the ships come and go. The restaurant has great breakfasts with wonderful views of the water and sunset key. The sunset deck is the best place to watch the sunset. The only drawback in our stay was that the wireless internet was very spotty. We will stay here again next year -- I highly recommend it.
January 23, 2014
Rated 5 out of 5 by Coop27 Perfect location
Room was quiet and clean. There was a coffee maker and refrigerator and the bottled water and coffee was replenished daily. The shower was awesome. The location is perfect for a Key West sightseeing vacation.
February 6, 2014
Rated 5 out of 5 by VeraW Great experience!
My room is upgraded to a two-bedroom suite from a double queen, totally a surprise. The room is spacious and clean, as standard setting of every good Westin hotel.
The location is perfect, right in the center of the attractions. In fact, the hotel itself is a must-see attraction for sunset.
Hotel staff are really friendly, especially people at the front desk. Special thanks to this charming Irish-accent gentleman at the front desk, sorry I'm not very good at memorizing names.
Here are some tips for sunset. If you are a photographer just like me, go to the sunset terrace early to take the best place. If you find an event going on on the pier, try to find another place to shoot unless you have lens more than 100mm.
January 26, 2014
Rated 5 out of 5 by PlatTraveler EXCEPTIONAL PROPERTY
We have been coming to Key West for many years to celebrate our anniversary. Have stayed at the Westin for the past 5-7 years and would not stay anywhere else on the Island. The location cannot be beat. Some complain about the cruise ships, but my wife loves to watch them come in and depart. They are gone by dinner time and do not affect the sunset view. The staff is attentive and caring. The front desk staff is absolutely the BEST. Bistro 245 has a great wait staff and the food and views cannot be beat. Housekeeping was better than almost any property I stay at and I travel a great deal. The service at the pool was also top notch. This is an outstanding property in every regard and the management should be complimented.
May 30, 2012
Rated 1 out of 5 by Sharp360 Holds Galore
My room was paid in full upon arrival. A minimum hold of $250 was needed for "incidentals". The following days holds on my account ranged from $1,900 to $608, when my wife and I didn't charge anything to the room. Two mornings were spent talking to management/accounting, and my bank to have these holds removed. On several occasions I was unable to do anything outside of the Westin because the holds exceeded my balance. On one specific occasion I was stuck at the Schooner Wharf, waiting for the holds to be released so I could pay my bill! The hold amounts could not be justfied by managment or accounting. The best explanation I recieved was that it involves a calculation process!! In short if you stay here, watch your money!! Accounting and Managment are clueless or at least they claim to be, about the account program involved with putting insane holds on your account!!
August 6, 2012
Rated 5 out of 5 by donlilly1 Recent Stay
Overall very nice property in close proximity to many things in Key West. Staff was always courteous and helpful. Only downside is this is where cruise ships dock so they can block your view of the water. But they are always gone 30+ minutes before sunset at the latest.
February 4, 2014
Rated 4 out of 5 by cec1 I had two issues
We did not get the room that we had reserved: king bed with partial ocean view. In stead we got two doubles without any real view.
Second, I like to have a copy of the bill for hotel room charges delivered to my room before I depart so that if there are any questions they can be addressed immediately. Still waiting for that.
Other than that it was fine.
February 3, 2014
Rated 2 out of 5 by Jan19955 Not what I expected
We did not like the original hotel we were staying at and decided to upgrade to the Westin which was a downgrade. We had a two bedroom suite which was terrible. The handles on several different pieces of furniture were broken (when trying to open a drawer the handle came off in my hand). Room was very shabby with broken and chipped furniture, plastic plants and caulking on the base of the toilet that looked terrible. Unable to control the ceiling fans because the strings were too short (even though they tried to attach an additional cord that broke). Our room had an ocean view which was a view of the pool. When I contacted the front desk regarding our view they told me to stand on the balcony and look left between the foliage. The shower did not have very much water pressure. This hotel is in desperate need of a renovation. The only positive thing I can say about the hotel is the location and the beds were comfortable.
January 19, 2012
Rated 5 out of 5 by 04keeeners Paradise in Paradise
Our family has traveled to Key West for over 20 years. Our stay at the Westin was by far the best experience we have ever had. The staff was spectacular, the rooms were exceptionally clean and comfortable, and the location cannot be beat. Definately the BEST place to stay on the island.
April 6, 2012