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 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 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 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 cebogran thank you
Great location and confort
July 2, 2014
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 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 JAVIER100 EXCELENT
ONE WORD; EXCELENT
I HAVE TO COME BACK AGAIN.
MR. AL DUNCAN ; EXCELENT.
July 1, 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 5 out of 5 by Tigre1 wonderful experience
The staff was very accommodating to our needs. the upper deck bar was spectacular and a great female bartender. the pool area was clean and with plenty of towels, so was the gym. Rooms were great specially the bed, very comfortable.
June 30, 2014
Rated 5 out of 5 by JEA64 Fun times at Key West
Overall excellent experience at the Westin
June 30, 2014
Rated 1 out of 5 by SRSC location
great location for touring Key West but pricy
June 29, 2014
Rated 5 out of 5 by LifeisaBreeze Excellandt Hotel
The service, food and amenities were excellent. All staff were friendly and helpful
June 29, 2014
Rated 5 out of 5 by Tonyoh Location ,Location ,Location
Perfect spot to be to walk to all sites and fabulous views. I didn't mind that the Cruise Ships completely blocked the view when they arrived because they depart about the same time you get back to room. Convenient to everything. Very memorable trip .
June 28, 2014
Rated 4 out of 5 by keylimelady this hotel has a great location
This hotel is located in a great location. The staff is amazing. Very friendly and helpful.
The elevators and hall ways need up-dating in the main building and were not clean.
For the price that you end of paying ~$400 per night, i think the rooms need to be up-dated, some have rust around the doors.
Beds are clean and very comfortable.
June 28, 2014
Rated 2 out of 5 by sandrita My Big 50th Celebration!
Great location and amenities however, beware as reservations are booked as partial oceanview and you get NO view. Went to talk to the manager to explain that I specifically asked for ocean view as I was celebrating my 50th B-day. I had booked a suite. He pointed out that I made the reservation via the corporate structure (not them) and that it was what it was! He made me feel worst.....
June 27, 2014
Rated 4 out of 5 by Blomman Great
Perfect located close to everything, helpful staff, just one thing to improve. In the rooms; Buy new aircon without 80db fan, pleace!
Can recommend it anyway!
June 26, 2014
Rated 5 out of 5 by Stinkmaster Westin
Best Location in Key West!
June 23, 2014
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 Countrymyles Great location
Hotel was very accessible to restaurants, shopping,and night life. Beautiful setting and quite comfortable rooms.
June 23, 2014
Rated 4 out of 5 by JohnIV This hotel has a great location in old town
This hotel has a great location in old town and is well maintained, but some of the staff seem to operate on island time - especially in the restaurant.
June 22, 2014
Rated 5 out of 5 by Joe222 Great get away
Wonderful location, staff and amenities. From check-in to check-out (restaurant, pool service, bars) we were treating great.
June 21, 2014
Rated 5 out of 5 by Keysgirl Wonderful Anniversary
We just returned to Wisconsin from a long weekend in Key West and LOVED the Westin. This was our second visit to this hotel and we enjoyed our ocean front room! We got a nice surprise on our anniversary and the staff was the friendliest I have run into in Key West. The view was beautiful, the room was comfortable and the amenities were plentiful! The restaurant was delicious and don't miss the CATMAN!
June 18, 2014
Rated 5 out of 5 by CHRISTOPHERG LOUNGE
INSIDE LOUNGE WOULD OF BEEN NICE...HOWEVER OVERALL GREAT FACILITIES..AND PEOPLE
June 14, 2014
Rated 4 out of 5 by Carhartt Decent Westin
Decent Westin property overall. Rooms are well appointed and clean. Property is close to everything. Wifi is non existent or poor at best so plan ahead.
June 12, 2014
Rated 2 out of 5 by PhoneItIn They care - just not enough
We have stayed here several times and are SPG gold. There is nothing wrong with the property and great location. However, we tried to book spa treatments (we called, concierge called..no answer). Left them a voicemail with my cell. They called my room instead and said they were on voicemail only, they had options for us and some times available (they didn't say what the options/times were), so call back and leave another vm. We went elsewhere. We wanted to have dinner at Latitudes - concierge just said 'oh, they book days in advance, sorry'. We knew they had bar seating so we called and they said 'sure, come over and we will seat you'. The concierge didn't even try. It is a nice place, but they don't act like a Westin - they should try to make customers happy (even if it means picking up the phone)
June 8, 2014
Rated 4 out of 5 by BJohnson Great location
The hotel is in a great location for ease of walking to most of the attractions. There was a cruise ship in port all 3 days we stayed so our partial ocean front view was a view of the cruise ship. The ships left pretty early though, maybe by 5 pm, so the view was there for the evening. We spent an afternoon at the pool and the waitress was very attentive at first but then would disappear for long periods. She may have been working the restaurant also. We had to track her down for our tab but would have enjoyed staying longer if the service was available.
June 4, 2014
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 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 2 out of 5 by mvcboy The consistence of quality for Westin brand lacks
I have stayed in many Westin hotels, by far, Key West Resorts&Marina is the one different from others, unfortunately the difference is not exceptional or higher standard in quality. The front desk guy who told me that normally SPG platinum member gets "One level" upgrade, and he liked to offer me "two levels" upgrade disregarding the Terms&Conditions explicitly state "Best available room or standard suite" for platinum member. I got a non-cornered enhanced room with sunset view(It was after sunset time when I checked in, so sunset view is meaningless to us). The room was small and probably no way "two levels" up to the lowest priced room. Another thing their phone operator hanged up my call when I was asking the long distance fees without calling back after. And ridiculously I noticed there was a long distance charge on my bill even I didn't place any phone call outside the resort. The front desk staff didn't have authority to take off the charge after I explained, fortunately the manager on duty approved the request. The whole thing gave me impression that:
1. My SPG status didn't get recognized.
2. The staff is somewhat unprofessional and lack of training.
May 22, 2014