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 Dick53 Wonderful Time in Key West
We had a wonderful time at the Westin in Key West. This is our second year staying there. The location is excellent to Duval Street.
January 17, 2014
Rated 2 out of 5 by DaveA2149 Beware of the cruise ships
The ocean front room is blocked daily (almost daily) with anywhere from 1-3 cruise ships.
Bistro 245 needs to be steam cleaned, especially the tables.
The housekeeping staff barely speaks english.
The food is average
January 17, 2014
Rated 3 out of 5 by GP39 Room View
I was VERY disappointed as were the other 9 people who came with me. When I ask for and pay for an Ocean View room I did not expect to see cruise ships parked outside my window everyday.
January 16, 2014
Rated 2 out of 5 by marketguy10 Ocean Front has blocked cruise ship view
Very disappointed that the 2 BR Ocean Front Suite was blocked by large Cruise-ships every day from 7am to 5 pm for 3 straight days. The ship was parked only a few hundred yards away and we could not see over it nor around it. Watch out! The staff knows about this problem. Does Management know or care? I should have asked for "partial ocean view" or would have taken a cheaper room.
January 15, 2014
Rated 4 out of 5 by Newbie2014 A fine relaxing stay at the Westin Key West
We stayed at this Westin property as part of a package deal with plane flights from the Northeast. A resort fee and tax of totaling about $30/night was added to that. There was truth in advertising that we'd have a "partial ocean view." It was just to the left of our balcony on the 3rd floor and gave a nice perspective on the ocean, sailboats and a few moorings. A building more in front of our window was tastefully shielded by many palm trees.
Don't be surprised when you exit the hotel in the morning and do a doubletake when you see a 12-story cruise ship just behind you! But it's almost never docked overnight, and it's fun to see sightseeing passengers' reactions when they do their doubletake upon seeing the lifesize sculptures mainly in realistic, everyday poses and placed around the museum next door.
Our room was fairly large and well-appointed, with a small fridge, safe, coffee/tea maker with a few choices that we augmented by visiting a local grocery store. There was no microwave. The temperature of the a/c seemed to indicate a number higher by several degrees than what we thought we were actually feeling; setting it to 76 or 77 then felt like around 72 or 73. The room was clean with fairly new furniture and fluffy linens. Only the hallway carpets seemed consistently dirty or at least resistant to whatever vacuum cleaners the hardworking staff was using.
One of the longer, heated pools we saw in Key West is just behind the Bistro 245. We enjoyed using it and having a snack or drink nearby at the restaurant's poolside extension.
The food at the hotel's restaurant (Bistro 245) was very good though prices seemed to be somewhat on the higher side for the area. The food and beverage management and local staff were very attentive, friendly and helpful. There is a somewhat surprising mixing of public and private space, where crowds would form to watch the sunset and various entertainment on the equivalent of the boardwalk just beyond the restaurant's terrace and fencing, and the staff was skillful at managing this mix as well as keeping overfriendly birds from getting too close to customers' food.
January 13, 2014
Rated 4 out of 5 by SanFranciscoWorkingMom Good location, but room smells awful
Went to Key West for 2 nights during December winter break, had a small suite on 4th floor at this hotel for kids to stay on sofa bed. Great location, easy walking distance to almost everywhere we wanted to go. Nice waterfront restaurant with great healthy, yummy breakfast. Huge cruse ships were docked directly in front of the hotel every single day, from early morning until about 5-6pm, partially blocking view from our room and restaurant.
Big negative was the horrible stench that came from our room every single time we opened the door -- a sickly almost sweet smell of some sort. We suspected it was from some sort of carpet cleaner or spray that was attempting to mask a worse odor -- maybe a musty or mildew odor as it's so humid there? We opened doors and windows, but could never get rid of the odor. It made our daughter and me nauseated every time we entered the room, which was a definite downside of staying at this hotel. Smelled the same odor in upstairs hallways, but not as intensely as in our room. Recommend this hotel, but with this caveat.
January 7, 2014
Rated 5 out of 5 by Hokievt84 Great location and outstanding staff
Perfect location for exploring all Key West has to offer. Great font desk staff. Very friendly and helpful.
January 6, 2014
Rated 5 out of 5 by DavLor59 This hotel is in a great location
We stayed between Christmas and New Years- peak time. The Hotel is right off Duval St. in the center of Key West- We were able to get to the shops easily, which meant we could do more in the morning before the crowds arrived. The staff was exceptional, the food at bistro 245 was excellent. We loved this hotel!
January 3, 2014
Rated 4 out of 5 by bmw1998 Westin Key West Resort
Overall our stay was good. The service and the food at the cafe was excellent.
Biggest complaint I have is about the carpet in our room. It was very dirty. The bottom of my feet would get black from the dirt in the carpet and I had to scrub them clean before I went out. I felt like I had to wear my flip flops or slippers all the time. I don't understand why they don't shampoo or replace the carpet.
January 2, 2014
Rated 4 out of 5 by Jud28 Great Location
We enjoy staying at this Westin, because of the location, near Mallory Square, Duval street & everywhere we like to go in Key West. Rooms are always clean & comfortable. Not happy that they now charge a resort fee, when we see no new additional perks from previous stays.
January 2, 2014
Rated 4 out of 5 by Dennis15 Misleading ad about view.
Promised a water view. Received an excellent view of the visiting cruise ships.
January 1, 2014
Rated 5 out of 5 by Balla Best location in Key West
The hotel is very centrally located. It is located in downtown Key West right next to the pier. Great views of cruise ships and Mallory Square. Within walking distance of all night life and happenings in Key West. Large rooms. Very comfortable beds. Free wifi.
December 30, 2013
Rated 4 out of 5 by Mango1 This hotel has great features
Very clean and well groomed hotel. Great location and within walking distance to Duval St and Marina excursions.
December 27, 2013
Rated 4 out of 5 by Holly42145 Great
Enjoyed our stay. Great location great staff. The bed was very hard and needs a gel type mattress cover.
December 24, 2013
Rated 5 out of 5 by TheRealDJ Perfect service in a perfect location
This trip was a mini-holiday for my parents and my brother, having gotten together for the first time in a year. The last-minute trip to the Keys from Miami was on a whim and so was the selection of the Westin.
It was one of the best choices of the year for me (and I'm a frequent traveller for work). From the ease of parking, to the front desk staff to the folks at 245 Restaurant and even the poolside assistants--everyone couldn't have been nicer and friendlier.
Absolutely recommended for it's location, central to everything in town. Mallory Square for the daily sunset views are outstanding. The room was perfect--quiet and comfortable.
December 23, 2013
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 Bentwaters Beware
We have stayed here for years. Not sure we will return. We paid many $$$ for full ocean view. Full means total, complete. Cruise ships blocked our view 90 percent of our waking hours. Could not watch sunset from our deck. Also, $25 resort fee includes what? Had to pay $20 each to use the beach.
December 17, 2013
Rated 5 out of 5 by Norman1 Great Hotel
Pros- awesome staff, great food, promt room service, spacious room with comfortable beds, the service here at the Westin was outstanding,
cons-shower could be cleaner some mold in the grout lines, carpet needed a steam cleaning, upgraded to a sunset ocean vie room paid extra to have a cruise ship block our view half the time
overall a class act and great location that I would recommend to anyone!
December 14, 2013
Rated 5 out of 5 by Verified Reviewer Best hotel in Key West
This was our 6th year to spend my birthday at the Westin. It is the very best. The location and everything else is unsurpassed. I am already looking forward to next year
December 13, 2013
Rated 5 out of 5 by Worl52 Wonderful pool
Great stay at the Westin. Spent a lot of time at the pool. Samantha was great!
December 10, 2013
Rated 2 out of 5 by Verified Reviewer 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 3 out of 5 by CHI2012 Check Crusie Ship Schedule
The hotel is conveniently located to sites, shops and restaurants, but cruise ships spoiled our ocean view 3 out of 4 days.
December 2, 2013
Rated 5 out of 5 by Brajesh2013 Great hotel
We stayed here for 4 nights with kids. Everything is exceptionally good at this hotel. Loved the staff in bistro and front desk. Only complain is staff at sun deck. We went there with kids and were told that they won't come to our table to serve and we need to walk to the bar to get our order. Then we saw them serve other customers and kids were puzzled why we were singled out. I decided not to tip and later on found out they had added tips already. What nonsense ! Why would I tip for no service!!! This is ridiculous to add it without my consent.
November 28, 2013
Rated 1 out of 5 by Susan Sooooo Disappointed
When we checked into the hotel I stepped into a saturated wet stop by the sink. I called the front desk and they sent up someone from engineering to check the sink area which is where the puddle was located. It turned out that the water was a result of extremely wet towels being placed in the basket under the sink and nothing could be done except waiting for it to dry out. Then after showering my husband and I opened the curtains so that we could sit and view the sunset and to our surprise there was approx. 75 people right outside our window/door doing the same thing. Hence we couldn't enjoy the sunset at all because of the crowd. I don't understand how/why that is acceptable when I'm paying $400 a night to have that benefit while others have it for free. Not to mention that we couldn't open our blinds/curtains at all because people could see right inside our room. It was absolutely unacceptable.
November 26, 2013
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 2 out of 5 by Mike928 Disappointed
$400 per night room (room + taxes etc) was so small it did not have a single chair in the room. To close the bathroom door, I had to squeeze between the commode and the wall. The hotel was so ashamed of this room they did not show it on the web sight. Westin needs to protect the reputation they rightfully have earned!
November 23, 2013
Rated 4 out of 5 by Tom45 Excellent attention to detail by staff
Throughout my weeklong stay, all members of the staff took time for all requests with professionalism and courtesy. I was especially impressed with Bryan at the front desk. People are what make a vacation and the Westin people were great.
November 23, 2013
Rated 5 out of 5 by Pajr29 Service
Great place service top notch
November 22, 2013
Rated 4 out of 5 by Lainy Great get away
Everything was perfect, only problem was on Sun, Mon and Tues when we woke up we had cruise ships outside our window. Although they are gone before sunset. As a gold member I dislike having to pay for parking, it should be a perk as an SPG member.
November 21, 2013