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 2 out of 5 by Flycatcher Not good enough
Great location, BUT....
- Inadequate lighting. Only two lamps; need at least three. Inadequate cfl bulbs.
-Not enough places to plug in electronic devices. Bathroom outlet is only one accessible. Since there is no desk, at least provide bedside & table lamps that have outlets in their bases.
-The really flimsy plastic cups are ridiculous.
-General feeling of room & balcony, though "best in hotel", is cramped & skimpy & not particularly attractive.
-Who is responsible for the horrible man with the cats who "entertains" at sunset? He is a noisy creep who spoils the experience and the view. It's the hotel's property, isn't it?
-Why does the lobby of our building have to have music & and why is it such bad music?
Bistro 245 isn't much....
Room ventilation was poor requiring a noisy drafty air conditioner and fan directly over the bed or propping the doors open
December 29, 2012
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.
March 20, 2014
Rated 3 out of 5 by Chris27 Over-priced; under-delivered
The hotel should not be rated as a top resort. Other than its fabulous location in Key West, I found it to be significantly lacking in ammenities and staff service. This was my second stay within about six months. On both occasions, my room was not ready until well beyond the 4 o'clock "guaranted" check-in. Recently, I was literally painted into my room by maintenace painting the sidewalk in front of my room.
April 4, 2013
Rated 4 out of 5 by SEGALandCIGARS Watch out for the "OCEAN FRONT"?
No one even recognized our GOLD preferred status, but we did arrive late at the hotel , so they upgraded us to an OCEAN FRONT ROOM SUITE. I had booked an OCEAN FRONT King. Little did I know that there is a Marina right in front of the hotel. And Guess what? That is where the CRUISE SHIPS park. So we never got to the see the OCEAN! But the location was perfect! We walked everywhere and left the car for 3 days!
March 20, 2013
Rated 3 out of 5 by ke175 A bit dated and run-down for the price
We were less than impressed with the hotel considering the price. The location was great, and we enjoyed our balcony very much, but the room felt run-down and outdated. The layout of the room was awkward, and the bathroom was very small. To close the door to the toilet/shower area, you had to be a contortionist. We enjoyed our stay, but the hotel needs some cleanup and refreshing - like new carpet and paint.
April 29, 2013
Rated 4 out of 5 by LDL4 Good choice of hotels, but limited options
We were satisfied with our stay, but not the usual Westin experience. We paid for a pool/garden view and our room overlooked the building air conditioning units. Room was nice size and clean, although our air unit made loud noises while operating and it took two requests and all day to change out a low battery smoke alarm issue. I would stay there again because of the location, but request a different room.
October 9, 2013
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 5 out of 5 by Nigelace Good hotel in a very good location
We really enjoyed our short stay at this hotel. Lots of things going on close to the hotel; especially when the cruise ships docked. Our only minor complaint about the room was that the A/C unit was a little noisy at night.
We spent an evening at Latitudes restaurant on Sunset Key which was superb.
What let this experience down was the fact that there was a published dress code which we originally questioned, to clarify and accepted this. We appreciate that being Florida there was/is an expected casual aspect. However, flip-flops, football shirts, swim shorts and frayed denim jeans should be considered too scruffy. I am not a snob and enjoy casual dress but these examples were either just arrogance OR ignorance and if the latter then the restaurant needs to clarify more up front!
I appreciate that a restaurant wants to maximise revenue but there have to be rules that are enforced.
July 21, 2013
Rated 3 out of 5 by SeanOgden Conference
Welllll, The hotel was average in every way. While the room was marina-front, it was basically a cruise ship parking lot, couldnt really see anything. The front desk staff was largely diffident, in fact one repeatedly asked my partner if he "needed any help" while sitting in the lobby drinking the coffee the hotel provides while doing crosswords, it was pretty clear his presence was questioned. Don't bother saying hello to any of the housekeeping staff, they wont look you in the face or bother to respond (Im a polite, friendly guy). The bathrooms are poorly designed, no door for privacy to change or not disturb a roomate., when I mentioned this to the front desk staff, they simply stared at me, and I got a similar response from the Manager on duty. The location is ok, but the overall place needs a lot of work to bring it up to standard. I do not think I will be returning to this hotel.
November 11, 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 angie67 Central to Key West
Wonderful hotel but I was disappointed. The room I reserved and paid for was an ocean front room and the room we had looked out at the marina and the cruise ships so was partial ocean view at best. Hotel is very centrally located. Facilities are excellent. Food was very good with excellent ambiance - right next to Mallory Square and the harbor.
April 14, 2014
Rated 5 out of 5 by Sniper506 My stay at the Westin
First, it was more than I bargained for! I wanted a king room arrived and was given at no extra charge a suite! It was amazing!! The room smelled wonderful, it was very clean and the comforts were non stop up to and especially the bed! The staff was very courteous and friendly, great job to all!
We would not even think of staying anywhere else upon a return to the key west area!
Many thanks W & T
August 16, 2013
Rated 4 out of 5 by BPDCHF121 Great Hotel..incompetant reservation service
My stay at the hotel was beyond my expectations. The Bistro 245 is an excelant restaurant. But it took 3 phone calls to get my reservations correct the through the 800 call center. It wasn't until I called the hotel direct that I received the accomodations I was looking for. I am now involved in a credit card dispute because of the call centers incompetance. Other than that, my stay was superb
March 11, 2013
Rated 5 out of 5 by Verob6 Kudos
Our suite was fabulous. A special recognition for Allie our bartender at the Sunset Grill. She was a professional and fun person. She gave us recommendations for specific food desires and spent time just talking and doing what bartenders do.
We also ate at Latitudes which was wonderful. Our waiter Steven was excellent as well. We could not be pleased anymore with our stay .,we shall we return
July 25, 2012
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 5 out of 5 by JohnJamie Perfect Honeymoon
My wife and I returned from our Honeymoon from the Westin today and all we can say is PERFECTION, From Becky at the concierge who had a smile every day and truly went out of her way to help make the trip perfect - I say Thank You Andy at the pool bar and Tim from engineering, always a smile and always happy to assist. It was perfect in everyway and we will be back,
March 13, 2014
Rated 3 out of 5 by Spanky Beds are VERY uncomfortable
The location of the hotel is great. Right on the water, and in the heart of the Key West bars and shopping.
The beds are EXTREMELY uncomfortable. Both my wife and I had back pain after sleeping on these beds, and we don't have back problems.
The air conditioner is VERY VERY noisy. It makes a constant rattling sound, and keeps you up.
We were upgraded from a partial ocean view to an ocean front room because our room wasn't ready on time. Great, except it turned out to be a cruise ship view more than an ocean view. The cruise ship parks right in front of the hotel. On top of that, there are several trees right in front of the balcony's that block the ocean view.
Other than that, the room was very clean, the maid service was excellent, and the hotel staff is very nice.
This hotel is nice, but definitely NOT worth the money. I would not go back. There are other hotels in the area that are better.
April 22, 2013
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 5 out of 5 by Dennis41 Great Location to everything Key West has to offer
The Hotel staff was friendly and very helpful. The location is fantastic, you can walk every where. Our only complaint would be the noise of the air conditioner and its ability to keep the room as cool as we would have liked for comfort. Nice, could have been better. We had breakfast in the outdoor cafe, and it was great. I would stay here again, and enjoy everything Key West has
October 21, 2013
Rated 5 out of 5 by pachfam Great Family Fun
We are on a 2 week family (kids ages 5 & 8) tour of Florida. We had booked 5 nights in Miami but realized it wasn't quite the scene we were looking for so decided to jet down to Key West for 2 days, and we couldn't be happier.
First off, the location of the Westin property is spectacular. In a quiet corner right next to the heart of the city.
Second..check-in was wonderful. Amy and Daniella took care of us as platinum members.
Diane was the concierge who helped us plan our activities. In Miami it seemed like we were bothering the concierge. Diane was a refreshing change. A real people person who gave great insights and thoroughly answered all our questions.
Pool was super chill which was nice. Pool staff did a great job keeping it clean and tidy.
The evening sunset and Mallory Square at night were fantastic. Also took the ferry out to Sunset Key for drinks which was a hit for kids and grown-ups alike.
June 25, 2013
Rated 4 out of 5 by Peggy10 Very Nice Hotel in a Good Location
Enjoyed our stay at this property. The young man who checked us in, Rusty, was very personable, professional and helpful as were other staff members we encountered. Room was very nice. Excellent location within walking distance of Duval Street and other major attractions. The food was very good in the Bistro. I do wish breakfast was included with room. We would stay here again.
June 17, 2013
Rated 5 out of 5 by Ann64 This hotel has excellent service.
The staff provided excellent service. This includes everyone from valet parking, the front desk, housekeeping, and the servers at the restaurant and bar.They were not only helpful and efficient, but also friendly and polite. I felt that they took pride in their profession. It was refreshing to see people who enjoyed their work. It made the hotel's atmosphere inviting and warm.
November 3, 2012
Rated 5 out of 5 by MW26 The Staff
My wife and I have been members of the Starwood Prefered Guest program (spg)for 12 years and during that time we have stayed in many Starwood Properties. The most glamorous resort is only as good as its staff. The Westin Key West has the most proficient staff I have seen in any resort we have stayed in. Thank You
April 13, 2014
Rated 5 out of 5 by Jingleweed Great stay, beyond expectations
I booked this hotel for a "partial ocean view" room. It was off-season (week after Labor Day week).
I received a full ocean view room, very spacious, loads of room for the roll-away extra bed for our extra guest (mother-in-law celebrating 80th birthday) for the same price.
The view was spectacular, with enormous cruise ships coming and going right in front of our balcony.
September 22, 2012
Rated 5 out of 5 by grannyandcompany Christmas in Key West
We all enjoyed our stay,the staff was accommodating...our grandchildren were very well received...the proximity to EVERYTHING was great..we did not need our car at all...Lattitudes was more than we expected and the Bistro served excellent food....the only negative thing was the bedroom suite did not have one picture on the wall and the mini fridge area was a waste of space
December 29, 2012
Rated 3 out of 5 by CMB4 Great location.
The suite our family members where in was very outdated, dreary.
Our room was a bit more updated but needed more lighting by tv/ storage area especially.
Again a dark room. Very overpriced, I would of expected higher end finishes for what we paid. Food was good. Staff was great. Any staff member we talked to , especially the pool bar(Andy??) was great. Just need updating.
March 31, 2013
Rated 2 out of 5 by StarwoodFan1k A true disapointment
This property is definitely not worth the 20,000 points per night for a regular room. The hotel is showing it's age, and I would rank it as an SPG Category 3 at best.
Staff never acknowledged SPG Plat status, rooms weren't ready at normal check-in time, dirty bathroom. Beware of black mold all over fitness center.
I would honestly recommend that you stay somewhere else.
November 17, 2012
Rated 3 out of 5 by Lizzy48 The Location of this hotel is excellent.
But the sheets were dirty on our first night. When told about it the front desk was apologetic and said it wouold be taken care of immediately. When we went back to the room 2 hours later, the room had not been cleaned. I realize that Key West "immediately" is a little more laid back, but c'om, dirty sheets?? It has changed my view of the Westin and of the SPG experience.
March 6, 2013
Rated 3 out of 5 by Edward98 Hotel has a great location
Location is great. Disappointed in the room for the price. The blinds on the door was missing slates. Got up in the morning to have coffee on the balcony with a "parcel ocean view" and there was a cruise ship in the way
I guess we paid for the location . Could not figure out where our rooms was because the entrance to the hallway was behind a door marked " ice machine"?
April 29, 2013