Rated 3 out of 5 by runner Pros and Cons
Great location and view but... as they have not much competition, they don't try real hard to make you feel at home and are not very accommodating. Rooms are ok, but getting old.. little things are not done well. For the price you pay, your really paying for the location and view. Otherwise put this hotel anywhere else and it is nothing special.
July 5, 2014
Rated 5 out of 5 by Caitlyn1 Great Location
This hotel was very clean, staff was knowledgeable and courteous. It is perfectly located to enjoy all the attractions within walking distance. Food was pricey for the quality. Would definitely stay again.
July 18, 2014
Rated 2 out of 5 by Mht39 needs improvement
after the hotel gave our room away, acted like it was our fault. They were suppose to comp the resort fees which they did not do. We moved the next day to our regular room and our stolen , again they acted like it was our fault.
July 16, 2014
Rated 1 out of 5 by haspi Everyone is Platinum!
I have stayed at this hotel for a quick weekend getaway. These points require major improvement:
There is a lot of new staff at front office.(2-3 new to 1 experienced) It took them half an hour to check me in.
The bathroom door was broken. Could not be fully closed.
Service: when I asked the manager for a late check out, I was told that everyone in the facility is SPG platinum and he cannot make an exception. This is a very rude response, not a way to treat a loyal customer.
I'm very unsatisfied with my stay.
November 30, 2011
Rated 4 out of 5 by FamilyFun44 Close Proximity
This particular SPG hotel is close to all the shops, Duval Street, and the different attractions that Key West has to offer.
The Staff was lacking in some areas. The Concierge were great but several of the Bistro staff were not. Take care of your guests and don't complain. Otherwise, the room was comfortable but the AC was quite loud. It woke me up every time it went off.
Food prices were the same as if anyone went out and ate around town. Breakfast was great. Pool water was enjoyable. Not too hot but also not too cold. Great spot was the second floor above the Bistro, to watch the sunrise in the evenings. In addition, it was a short walk to many of the shops, and in the evenings, the performers.
July 8, 2014
Rated 5 out of 5 by KeysAnglersRMN Amazing resort in Key West
From the moment we checked in on 7-7-2014 until we left on 7-11-2014 we had an amazing time. Joann at the front desk was super nice and accommodating to us. She truly is an exceptional employee. She sent us a very nice treat for us to celebrate my Birthday. i read a lot of negative reviews regarding people complaining about cruise ships blocking their view & people walking back & forth on and off the ship. Maybe those people should've done their homework before they booked a room at a truly amazing hotel @ ground zero in Key West. The ships come in the morning and are gone b4 sunset not blocking any views if you're staying oceanfront. This place sits directly next door to Mallory Square & walking distance basically anywhere in Key West. Our first & 3 rd day we rented wave runners from Fury Watersports which has a booth & all the Waverunners right on the property. My son, wife & myself had a blast with that. The 2nd day i booked a half day light tackle bottom fishing trip. I made arrangements prior to arriving & the Captain picked us up at the onsite Marina then took us bottom fishing for 4 hours. We filled a cooler up with a whole bunch of 2-3 lb Yellowtail Snapper.
Getting back to the accommodations... The double queen room was plenty big & super comfortable. The worst part about our experience was having to check out & go back to Palm Beach County, Fl. We can't wait to get back down to Key West & do it all over again.
July 15, 2014
Rated 5 out of 5 by archie12345 wonderful stay at Westin
Recently stayed at Westin hotel and marina in Key West. Had an amazing experience. The staff, especially Ghizlane at front desk was extremely accommodating and helpful. WE had our small dog with us and received a wonderful dog bed with food and water bowls within minutes of getting to our room. Five star service all the way. Would go there again.
July 12, 2014
Rated 5 out of 5 by lauren379 Best resort in Key West
There's no better place to stay in Key West. Location, property all pristine and so well maintained, incredible views. Staff were all friendly, accommodating . So many amenities in room and poolside. Sunset celebration is unforgettable. Food was outstanding and definitely rivals many of the local restaurants in taste and price. 3 short blocks from all the nightlife & fun. I can't wait to come back again, next time with friends and family.
July 11, 2014
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 Mary1097 This hotel has great location and facilities
We were very happy with our choice of the Westin Key West. Great location, very good facilities, responsive staff. Access to Sunset Key was another big plus. We would definitely stay here again when visiting Key West.
July 11, 2014
Rated 4 out of 5 by SkiShelly852 Quality on the Island
Overall the Westin is a nice complex, close to Mallory's Square and easy walking distance of many of the island's popular spots.
I was disappointed this time as the check in process seemed more out of step than previous stays and there was more noise on the floor/near by rooms.
July 10, 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 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 olgui great features
very pricie we should have at the very least continental breakfast.
i stayed in room# 309 and i requested to trim one of the trees and it wasn't done.
July 9, 2014
Rated 5 out of 5 by sundaytiger Great hotel in a GREAT Location!
We really enjoyed our stay at the Westin Key West resort and I really appreciate the helpful and accommodating staff. We were able to get an early check in and a 4 p.m. checkout for our late flight so it couldn't have worked out more perfectly. The room was large, roomy and very comfortable. We had an end unit so our balcony was HUGE and we loved it as well. The hotel is located right beside of Mallory square and directly across from Sun Set Key which has the best food and sunset combination I've ever had in my life. If you like to party then this is the PERFECT hotel as well. It's located within 2 blocks of Duval St. so very close to the action, but when you want to go to bed it's far enough away you won't hear a peep.
July 1, 2014
Rated 5 out of 5 by earlyretirement Great escape with the kids
The staff were personable, friendly and very helpful. The food was very good with healthy portions. The attractions were close so we didn't have to hurry.
July 8, 2014
Rated 5 out of 5 by Melim524 Great hotel, great location
Stayed here for a business meeting, and could not have been more pleased. This was my second time staying at this hotel, and it was just as great as the last time. The hotel is perfectly located near the marina and right off Duval, near to all the bars Duval has to offer. They recognized that I was an SPG member at the front desk before I could even pull up my member number. Forgot my toothbrush, and they were at my room within five minutes of the request. Very responsive staff, beautiful rooms. Although, they said I was "upgraded" from a king bed to two queen beds with a partial ocean view, but the tree out of the balcony has grown too large to see any ocean. No big deal, loved my stay, and I would stay again!
June 30, 2014
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 MoNet Excellent Hotel
This is our 3rd consecutive year staying at this hotel. Every year we have so much fun. We love that it's so centrally located, the poolside is beautiful and the staff is very friendly trying to please you all they can. Love their body lotion, my favorite.
July 7, 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 4 out of 5 by WorldTraveler2014 Great hotel, though some areas clearly need work
The property's location is excellent. The rooms are nicely appointed and the bathrooms very clean. However, the beds are a bit hard and the air conditioning takes a long time to cool off. The two big disappointments for me at this hotel were the pool (which is simply way too small for the size of the hotel and was always super crowded) and the food/beverage (very limited menus both at the restaurant and room service). Also, the resort's daily charge is excessive when guests are not even provided freshly baked cookies like at its sister property Sheraton Suites Key West when Westin is supposed to be a more refined brand.
June 23, 2014
Rated 5 out of 5 by lrl2014gw 2014 South Vacation
This hotel has a great location and offers a lot of privacy. The shops that surround the hotel are full of vacationing items at a reasonable price. The hotel staff are very responsive to your every need and always with a smile.
July 6, 2014
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 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 Gibran Worst service level in my life
We have had an incredible terrible experience in arriving the property. We're disrespected, mistreated and abandoned in the city with no room during the busy holiday of 4th July or to rest after our flight been late because the Arthur hurricane for 9 hours by a awful manager at Westin Key West Resort. We have everything registered.
So, I'll tell you the story since the beginning and I hope you can solve definitely, besides I'd go to the US court to sue the Westin and Priceline given the size of the outrageous situation, and so provide plenty of negative feedbacks at tripadvisor, blogs, facebook, Twitter and any other possible channel and social media.
We've fully prepaid our holiday thru priceline. The hotel was 1045 dollars. When we booked the flights we understood that the time we were supposed to arrive Miami (coming from Pennsylvania where we have had the worst winter in years because of this we're so anxious for the gateway) and drive to Key West (more 4 hours, we indeed spent 5) we could not arrive on July, 3rd anymore (I have all tickets to forward you if needed). Because of this, first of all I have informed priceline (have all registers as well). As they said the reservation was confirmed and guaranteed, could not waiver for us; we've decided to contact you, as the email below. Ask for some credit and informing we could not be able to arrive on July, the 3rd. When we received your answer below we understood someone was taking care on the situation for the best.
What happened on the July, 3rd was that, given the Arthur hurricane the flight, instead of arriving 10pm in Miami, it arrived 4am on July, 4th. We were more than exhausted and not able to drive extended hours to key west. And we haven't had more cell phone battery.
So, we went to a hotel in Miami and drove to KW on Friday morning.
Our worst surprise when we arrived after a long traffic jam trip was the hotel to inform us they have check in and check out us on midnight of the 3rd because we haven't informed. We explained it was prepaid non refundable but we have informed priceline and Westin. He stupidly answered it wasn't informed to HIM. Afterwards he said he doesn't have anything in his system to justify his bad decision is checking us out. I answered I could not have access in his system but I have tried to reach out you using the channel available in the web site. He doubted us, asking to send it to him, we did, he ignored. Now, you know it was informed as below in advance, sure. We felt awful because we where exhausted, losing the only holiday we've planed and been treated with discrimination by a guy that we neither know where is from. We were with the Brazilian flag because of the World Cup match and he started to check in plenty of people and saying aggressively they're sold out. I'm sure he was trying to reach the occupation targets and goals using low level artifices to thief us using your policies as excuse. Our question is, if he checked out a 1045 prepaid reservation at midnight without calling us it denotes the bad faith in robbing us because of the priceline restrictions and to discriminate us because of the origin and the fare paid thru Priceline (it was disgusting, other people started to offer beds as we haven't had where to go, the city was full of tourists and we were far away from the MIA airport). Due this, we begged for help as they could have some of the sold out reservations as no show as well, and my wife started to cry tired and desperate (because we payed a discounted fare thru priceline in advance and she knew that we had to pay front desk rates at that time it'd be unaffordable). This distorted our travel. He was careless and not human, giving us no options and leaving us on our own in a city with no equivalent hotels at that time.
Then, I have tried to call priceline and Westin but neither of them were able to convince him to accommodate us.
As I mentioned, myself and my wife, we worked in multinationals as you nonetheless this is not the way we do business and neither for the company, personally of course never more, we'll never get close to one of your properties any more. We've travelled the world and I've never been treated so badly this way in my whole life. We'll share with friends, families, companies and partners details of the reasons to banish you and the chain from our vendors. The ultimate fact was the bad faith of the manager during all moments. My wife indeed works in Pittsburgh and her company used to have many business with Westin which can be jeopardized with this episode.
I believe the minimal solution is you to refund the first daily fare in order to avoid us to take more extreme actions which we could however we don't want nevertheless we have moral reasons to fight agains you given the proportions of the disrespect we've suffered.
I'd like to ask you the ombudsman contact, please.
July 7, 2014
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 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 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 5 out of 5 by JD60 Wonderful experience!
Our experience started off with the wonderful check-in desk with Marianna . The room was large and very comfortable, the bed slept like we were at home, the view was awesome. Everythng was great! We hated to check out.
July 2, 2014
Rated 5 out of 5 by cebogran thank you
Great location and confort
July 2, 2014