Rated 1 out of 5 by BillM12 staff needs training
You expect certain things to be completed. However, when you put on a robe you expected to washed and cleaned and put your hands in the pockets to discover a tissue in one pocket and the previous room card key in the other you get the feeling not everything is cleaned. Brought this to the attention to the staff, and they felt taking the "resort charge" which in another issue, off is satisfactory when they agreed in front of the crowd while I was discrete in my complaint, to comp the room for one of my nights. The next day i checked on my breakfast charge since the restuarant didn't recognize or accept the prepaid breakfast card only to discover the took off the resort charge. After my complaint of the lack of grossness, the staff reluctantly took off $100. IF you put your own hand in a rope and felt a tissue in one pocket and an room key in the other, would a $100 satisfy you in a resort hotel?
March 3, 2014
Rated 4 out of 5 by Leeann1 Room with a disappointing view!
Our reservation state a pool or garden view...what we had was a view of the next buildings trash and air conditioning system, making it noisy and unpleasant to look at from our balcony..certainly not a room with a view I expected in Key West at these prices. The rest of the hotel and our room were very nice. I would recommend staying at the hotel but make sure you are getting the view you paid for because this one certainly put a damper on our get away.
March 9, 2014
Rated 2 out of 5 by RTW8193 great location
Very unhappy in that we had ocean view room but both nights we we're looking at cruise ship! For the price we paid for this hotel I was very disappointed! I believe I should receive some sort of credit as I had 2 rooms with this same problem
March 4, 2014
Rated 2 out of 5 by TotalUnsatisfaction Oceanfront view is blocked by cruise ships.
Paid for oceanfront and only got ocean view which was then blocked by cruise ships. I would never stay there again.
March 3, 2014
Rated 4 out of 5 by stanley Very nice hotel
This hotel has a wonderful location right in the centre of activity. The hotel staff are very pleasant, and we had a wonderful view of the ocean. Their beds are excellent. The fact that there are only two elevators available and one of them was not functioning for all three consecutive days of our visit is inexcusable. WATCH OUT- apparently because this hotel is called a resort, they were not willing to allow us late check out which is usually given to gold level SPG Members.
February 27, 2014
Rated 2 out of 5 by phillip21 Power failure and one of the two elevator do not work
Power failure on my departure day, the luggages was blocked in the elevator for half hour. On the way to the airport, I call back to tell that I forgot things in the room because of the the power failure and there was no lighting. I was keep on hold for 2 min. I called back twice to be on hold again. I
March 1, 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 2 out of 5 by TCB1 Great location but not much else
For the price ($700/night) , you really don't get the value other than the central location. I wasn't offered amenities upon checkin, bed was not made, shampoo not replenished, etc. Also there is not a spa on site ( have to take a boat) and there isn't a nail salon either. For this price, you would think these offerings would be table stakes. Very disappointing.
February 24, 2014