Rated 3 out of 5 by Lee50 Mixed messages for SPG Platinum
I stayed twice at this hotel in 2011, once in February and once in December. In February, I was upgraded to a really fabulous suite. In December, however, there was no upgrade to be had and I was told it was because no suites were available. I went online immediately after check-in and discovered that there were, indeed, both suites and ocean front rooms still available to be booked. I don't know if there has been a change in policy or what, but clearly the property did not come through with what it should have done on the December 2011 stay. Everything else was fine; the room was clean, service was cordial, etc. I just don't understand why the place would get so restrictive with the upgrades. One of the reasons I went back twice in the year was because of the way I was treated the first time.
14 de diciembre de 2011
Rated 3 out of 5 by Kate84 December Stay
The hotel was overall a nice place to stay. The room service food menu was small and very expensive. You could definitely go to a local restaurant and get the same food for less. I stayed in an oceanfront room and the furniture in the room was cheap looking.You sould see the smallest scratches and picks from where the desk chair hit the table and where other guests luggage had hit up against the dresser. The balcony was small but nice. There were two chairs and a small table, and again, they were cheap. The bed sheets were, what felt to be a rough, 200 thread count. The sink console/vanity was nice. Huge mirror wiuth great lighting and a smaller magnified mirror. The bathroom itself felt like a college dorm bathroom. The shower water pressure was not as great as I would have liked, and while showering I noticed the ceiling in the shower had construction circles drawn on where the shower light would go. Little details like that catch my eye. The robes given to the guest are not comfortable. They are rough and when you put them on you want to quickly take them off and get dressed. In the closet was a mini-fridge. The fridge in my room was stuck and I could not get it open. So much for me keeping my leftovers from the deli! I have stayed at another hotels in Key West, yet none of them oceanfront. The Westin is nice for the sunset view, if you're willing to over pay for it.
9 de diciembre de 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.
9 de diciembre de 2011
Rated 3 out of 5 by BillTWA Disappointment with Dry Cleaning Service
I hung one shirt on my door for pick-up by 7:30 AM for same day service. It was Friday and I was leaving on Sunday with no dry cleaning service Saturday or Sunday. I returned to the room 10:00 AM and called the front desk since my shirt wasn't picked up. They sent someone and said that they would make sure that it would make it back that evening. I called on Saturday and talked to someone on Sunday and they said they would overnight the shirt to my next hotel on Monday. I was told that the shirt couldn't be found. On Monday someone called me and told me they found my shirt but suggested they send it to my home address. I agreed and the shirt arrived 11 days latter. It was in the bag that I left on my door and it had never been dry cleaned. The stain was now set in and the dry cleaner couldn't resolve. My problem is the shirt never made it to the dry cleaner and no one could find it. It is a Tommy Bahama shirt which is expensive. I am very disappointed.
8 de noviembre de 2011
Rated 2 out of 5 by JRP1 Bad Manager
It does not matter how much training a staff undergoes, there can be underachievers on staff. Their will always be people who just really don’t care. Its those times when management steps in puts fires out and smooths things over. This Weston has a great staff, truly nice people – but the manager, in only two conversations was atrocious in her customer service.
Our first night found us across the hall from a barking dog. They allow dogs, OK. Is it OK to let a barking dog keep people awake? According to the manager – YES. Because, …they allow dogs.
Not an I’m sorry, let me see what I can do to solve the problem… just, we allow dogs.
When we went to check out there was an issue with our door. We were locked in our room. Crazy, but true, we could not get out. The maintenance fella that showed up was courteous and solved the problem he scaled the side of the building to get into our room from the balcony then took the door off the hinges – and we escaped.
The process took about an hour, an hour we did not have.
We were going to be late for our flight, when I asked the manager to help get us a cab or we were going to miss our flight (after telling here we were the ones locked in our room), her response – I’m not in charge of cabs…
Just a fail.
A miserable unnecessary fail by one bad employee at an otherwise nice location.
Look elsewhere; there are plenty of very nice places in Key West.
26 de marzo de 2014
Rated 2 out of 5 by Mazzie some poor customer service
Some staff need to go on courses on how to treat customers with a smile and eye contact.
23 de marzo de 2014
Rated 2 out of 5 by nevil7 Worse Stay Ever In Keywest
I've been a SPG member for several years. This is the first time I was treated like low class...staff was very rude my SPG member ship wasn't recognized at all. I asked for an ocean front view I got a view of the aqua marina. Staff said that's what I booked. I left early because I didn't get the service I was looking for and I was charged the full price for both night instead of one.
20 de marzo de 2014
Rated 2 out of 5 by Harley06 Very disapppointed and horrible customer service
My stay at this resort was such a disappointed. First buyer beware! The hotel puts a hold of $250 on your bank card if you use one to pay for your hotel or any incidentals. They do not tell you this on their website. I found this out when I checked out. Furthermore if I was made aware I would have used my credit card to avoid the authorization holds on $$$. The hotel WOULD NOT release the $$$$ hold on my bank card and than when they did I had to wait for an additional three days for my bank to reverse the funds and put it back into my account. When we called the hotel they were ignorant, hung up on us because they did not want to release the authorization. You have to pay for parking which I was aware of when I checked in but due to the room that sorely needed updating for the price, loud music in front of my balcony due to a wedding at night, the lack of any continental breakfast, a noisy air conditioner, the parking should have been FREE given the costs of the rooms! Room service was incredibly expensive. There were NO vending machines for soda or water at the hotel. The hotel is very disjointed and when you check in depending on where your room is you have to walk to another building to reach your room.
18 de marzo de 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
4 de marzo de 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.
3 de marzo de 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
1 de marzo de 2014
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.
24 de febrero de 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.
14 de febrero de 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.
20 de enero de 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
17 de enero de 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.
15 de enero de 2014
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.
17 de diciembre de 2013
Rated 2 out of 5 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.
4 de diciembre de 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!
23 de noviembre de 2013
Rated 2 out of 5 by BradK55 Front desk unresponsive
This was by far the worst stay I have ever had a at a Westin. My room should not even be rented. The view and noise from the cooling towers is unacceptable in a resort property. I asked to me moved 4 times and each time I was told no. Mean while other people in my group where be moved on request. In addition the shower was not functioning properly and this also fell on deaf ears. The only thing I can say is that the maid service and the AC were good. Upon check out I was asked how my stay was and I replied not good and once again the front desk did or asked nothing. I know I should have went to a manager but at this point I was completely disheartened .
23 de octubre de 2013
Rated 2 out of 5 by Paula48 Black eye for chain
Entire 3rd floor smelly with air conditioning mold issues which carried into the room. The staff were to preoccupied with their cell phones to clean the elevators which were filthy with some disgusting foreign matter on the mirrors that took on a life of its own during our 3 night stay. Walked over the same used straws in the hallway the entire stay. The heavenly bed was anything but, caved in the middle, down comforter had no down feathers left from numerous washings, pillow cases were to small to cover pillows. Obvious management issue
9 de octubre de 2013
Rated 2 out of 5 by Hallie811 housekeeping not what I expected from Westin
There was what appeared to be coffee stains on the side of the bed dust ruffle when I arrived to my room for the first time. Also there were dirty towels left in the room after housekeeping had cleaned.
21 de agosto de 2013
Rated 2 out of 5 by MC26 Worst Westin there is... and I would know
I stayed at this Westin just a couple of months ago for my wedding which was also at this location. I called the morning of the wedding to make sure the suite I had reserved was ready so my fiancé and her bridesmaids could use the room to begin to get ready. I was first told that they had no record of my request for an early check in (I was very diligent in checking on this in the weeks leading up to the wedding as it was very important). When I asked the gentleman in reservations to check again I was hung up on. I called back and asked the next person to connect me back to reservations; the woman who picked up told me that she didn't have my exact suite ready and it wouldn't be ready until 4. I asked her to connect me with a manager and she hung up. I called back the third time and asked to be connected to a manager right away and I was. He proceeded to tell me the same thing the woman had told me; to which I explained the situation and asked if the ladies could be put in a different room until theirs became available and he said he had been at capacity and didn't have a single room they could wait in. I then mentioned to him that I was hung up on twice by his staff and it was rude to hang up on people when they are talking. The manager informed me that his staff would never hang up on anyone and I shouldn't "make things up", I was caught off guard by the comment and I asked him not to imply that I was lying or that I am a liar and he responded with "you are what you are". It is one thing for staff to have a possible misunderstanding but when a manager calls a customer a liar I draw the line. I spend more time in Starwood Hotels than I would like, but I will never set foot on this property again. The rest of the experience at this hotel was in line with this first experience. If you are thinking of staying here, go to another hotel. The customer service isn't bad it just simply doesn't exist and for the money they charge there are surely better choices.
19 de agosto de 2013
Rated 2 out of 5 by Sam4222 Not up to Westin standard
Hotel very dated and in desperate need of updating...had to switch rooms as our pool/garden view became a view of the Aquarium ( next door) rusted AC unit and their maintenance area..got switched to our pool/garden area after taking our luggage up to the new room...carpet was stained and sliding bathroom door did not function and had to call maintenance to repair along with the room safe that did not function after a day...elevator paneling was scratched and mirrors were dirty and smeared the whole time we were there..no housekeeping saw it I guess...one day we rode the elevator with housekeeper that had a blue tub of dirty linens....and we had to make room for dirty laundry..when we were leaving on our final day we stood at the outside kiosk to get a taxi to the airport and was ignored and left standing by ourselves....finally had to go into the lobby and have the front desk call a taxi for us..the marina was lovely and the pool bar staffer David was most accomodating...for the rest of the staff that you would see and say 'Good Morning'..no reply....other Westins where have stayed at in resort areas are exceptional...sad to say..not this one...
16 de agosto de 2013
Rated 2 out of 5 by Bill5 family vacation
the room was outdated and not very comfortable. We also called housekeeping to request some extra blankets and pillows and had to wait nearly 2 hours
12 de agosto de 2013
Rated 2 out of 5 by spgplatinum3333 Location is great - staff is terrible
I'm an SPG Platninum member with 150+ nighs a year. So one could think quite a loyal SPG customers. In a nutshell:
1) Location is great
2) Staff is terrible - concierge prefers reading Kindle and making private phonecalls than providing advise on activities
3) Cleaning: Very bad cleaning - its still dirty
4) rooms are ugly with old carpets. I have a 1-bed room suite with 1 living room, but only 1 window --> its super dark and shady
5) They tried to cheat me this morning when I got my free SPG breakfast - they still tried to charge me for coffee and OJ eventhough I clearly said its my platinum amnenity.
6) For that price (300 USD per night) I expect more - this is substandard and puts a very bad light on the the Starwoods Brand
7 de agosto de 2013
Rated 2 out of 5 by Htmlkid One of my worst hotel stays
I chose this particular hotel dire to their overall ratings online. We artived around 3pm and it took almost 10 min for the valet to move the 3 cars in front if us before I could get out of the car to check in. When I arrived I was surprised by a $20 self park rate or a $22 valet rate that was never did loser while booking my rate. As I entered my room there was a 3" fishing hook with a long steel leader stuck in the carpet right at the entrance door. I called housekeeping and also mentioned it to the front desk staff and although they removed it, no one even blinked an eye if how this dangerous situation even happened. After settling in we tried to access the Internet with no luck. We contacted the front desk and was forwarded to tech support. They tried multiple times with no luck and told me they would call me back...that never happened. Later we took a shower and noticed there was only one small hook on the back of the door to hang a towel. None if the walks had a towel holder so after the first towel we had to throw the wet towels over the lampshades to let them dry. The next day I called tech support again and after a few hours the Internet was finally fixed. Then next morning we ordered breakfast to the room but they were out of what we wanted.... Yesh!!!
Lastly I checked out on Tuesday morning and was given a final bill. Now mind you I checked out at the front rest with a live person. No problem till yesterday when I was notified by email that the front desk person never checked me out and that's why I was billed for the extra day.
I contacted corporate and a few hours later was contacted by the manager who apologized and offered me 3000" SPG points. .. Now a free night at the resort I stayed at was 15,000 points so what is 3,000 going to due for me..
1 de agosto de 2013
Rated 2 out of 5 by Tery213 There are much better hotels in Key West....not good!
Bed linens were rough from being washed so many times. At checkout we were charged an extra $100 plus dollars bc of hotel error...we had to stay another hour and argue w manager till he corrected the error. A simple math error that was going to cost us $100 took about an hour to have the manager understand! And...house keeping came into our room at 900am to see if needed service!!! You don't just walk in at 900am to see if service is needed on departure day!!!
21 de julio de 2013
Rated 2 out of 5 by UnhappyCamper Not a typical Westin experience
This was a bucket list vacation for my wife and we had saved up our points for a week stay in Key West. I have stayed at many Westins around the country and have come to really enjoy the heavenly beds and baths and also the consistency from property to property. The Westin Key West does not stand up to the usual expectations. I was very disappointed that we spent a week's vacation from work and all the points in our account for this sub par experience.
20 de mayo de 2013
Rated 2 out of 5 by miniprehoneymoon Floors and information ( not worth the money)
All the carpeting from the elevators to the hallways to the room carpet is very worn and dirty. Balcony rails need to be repainted.
No one from the front deck at check in told us about any hotel features. We found out about the beach on Sunset Key as we were leaving because another guest told us about it. We didn't even know there was a beach associated with the hotel. Then on top of that, you get charged per person to go to the beach
We chose this hotel over the another on the other side of the island (with a private beach) because of location, and even though the Westin was $60 higher per night. We most likely would not stay here again, not for that kind of money.
11 de mayo de 2013