Rated 2 out of 5 by chrisj30 Surprised at initial treatment
My husband I went down to Key West on a whim for our 5 year anniversary. When I attempted to check-in I was told by a Katherine(I believe) that there was no availability and the hotel was completely sold out. She didn't even check the computer, just looked at me and said no. I had just checked online and knew that wasn't true. I went to my car and immediately made a reservation online. We went back in and spoke to Britnney and were given several room options so we knew that Katherine was being less than truthful about being sold out. My husband and I are extremely well traveled professional people. I am a little shocked that the Westin, would allow such a person to represent them in this manner. This is a very expensive location. If I am not mistaken, we paid over $600+(including parking, fees, and taxes) for a one night stay in a standard room, which we can more than afford, however I do expect better treatment at such a rate. We have stayed in many SPG hotels with the same rating though out the US and Caribbean... and have never experienced anything like this. I did not complain as we came there for our anniversary and did not want to spoil our time. We were in room 352 and there was also a problem with the water draining in the shower. Once again, I did not complain because we were just there for one night. We had stayed at another hotel in Key Largo the night prior. Aside from the issue with Katherine everything else was fine. Britnney who actually checked us in, was absolutely wonderful.
April 20, 2015
Rated 2 out of 5 by DadOfMany Price and Value Mismatch
For the room cost and resort fees I was expecting much more. This is way too expensive.
April 17, 2015
Rated 3 out of 5 by FlyAMA Disapointed
For the rate and location in a prime area of beauty, Our visit was a let down by the condition of the room and noise of the AC unit. First night continued to be woken up by the air conditioner which was a loud unit that sounded like it was coming apart. In addition the shower stall was mildew in the corners and edges of the wall to floor. One towel stunk like it was used and folded and just placed back in the shelf. Another towel had dirt on it.. We brought this to the attention of the manager on duty in the morning and they stated they would move us to another room for the remainder of out stay. which required us to pack everything up and leave the room.. Not what I expect after paying over $350/night + taxes and resort fees..
Simple housekeeping and preventative maintenance would have prevented this disappointing experience. Where is the Quality Control and management accountability to the service. Felt like we spent or wasted a day with packing and unpacking for a day... In addition we had to call back to find out when we would be moved. Manager stated she would send a bellhop up with the key... 30 minutes later i called back and asked again when she apologized that they got distracted. In the end I went to the front desk and got the keys myself. Only after moving our bags and returning to the original room for our final items the bellhop came with the new keys...But we wanted to get on with our vacation. Event the new room had mildew in the shower and on the shower door frame. AC unit was much better and towels were fresh, clean unused this time. I only hope the sheets of our first room were changed since the towels weren't... And we never got our green leaf points as promised.
April 9, 2015
Rated 5 out of 5 by Mitriguy Great location and staff customer focus was excellent
Perfect location in Key West. Staff was very customer focused and responsive to all our needs. Concierge service was excellent and we booked all of our ocean activities through them. Pool amenities and service was great.
March 28, 2015
Rated 5 out of 5 by PWRW Great Location
Great location in Key West. Great Rooms and excellent facilities.
March 26, 2015
Rated 5 out of 5 by sack74 The best location in Key West
You pay for what you get. We had a suite for 1 week at this wonderful hotel. Perfectly situated in the heart of the action. Highly recommended.
March 3, 2015
Rated 1 out of 5 by KimOx Total Disappointment
We were so disappointed with our stay on many different levels. We have been seeking redress from the time we arrived until now, almost a month later, and have yet to receive it. As a warning to others - this hotel is not a "resort." Despite a daily resort fee, they charge an additional $20 a day to go over to the beach. We paid extra (a lot extra) for an ocean view and then there was a cruise ship in that view all day long, every day. (When we complained we were told that it was, after all, a marina hotel. I'm sorry but I thought marina meant yachts and sail boats, not cruise ships.) Our room was run down and the carpet was filthy. (We were told the carpets are being replaced so it may be better for you.) We are platinum Starwood members. We have stayed at a lot of Starwood hotels, we have never had an experience like the one we had here. This hotel does not deserve to be affiliated with Starwood. The only good thing about it -- its location in old Key West.
February 11, 2015
Rated 5 out of 5 by JJ106 Fabulous Hotel
It just not quite what we were expecting outside of the hotel. We are devout Christians and loved many of the statues around town, but found it difficult to not have to constantly avert our eyes in Mallory Square from all the "stuff" in the windows. If there are people who enjoy that sort of thing, with luxury included, this is the place to stay! There are more bars than cafes that we could find.
January 29, 2015