We just spent a week here and this is the definition of customer service. The only exception was the only time I ordered room service (breakfast), it was late from the prescheduled time, not what had been ordered, and not particularly tasty.
Other than that, from the check in folk to the concierge to the cleaning to the shuttles which were always on time to the minute, it was a wonderful experience. Would definitely return.

We stayed here for one night only but found it to be clean and friendly,it is close to the small airport but not to much noise from the planes .The hotel provides a free shuttle bus to go downtown which goes every hour and was good fun,the breakfast had a good choice and the room was clean with a nice bed overall nice hotel

This property was advertized to be pet-friendly. After several conversations with management before arrival with our dogs, the hotel staff was rude and unfriendly toward us from our initial check-in, especially the unprofessional manager, Kevin. We checked out after a day and a half when our stay was to last six days. The rooms have not been updated in years- small and dark. The location is horrible, no views anywere, and thier inconvenient downtown shuttle leaves only once an hour. If you want a relaxing, modern, Key West experience with nightlife, great food and beverages, then don't book your stay here.

We booked our reservation using the number that appears on their official website, we were absolutely misled on the type of room we were booking, the representative assured us it was a suite with two full beds and a separate parlor room with a sofa sleeper. When we got there we found out that the room booked was not as promised, it was just two beds and a sofa in the same room. It was very disappointing but Kevin the guest service Manager did everything he possibly could to make our stay a lot more comfortable. We learned that the booking number is a private company in charge of booking for all the Hilton hotels, if you want to make sure that you are getting what they said you better check with the hotel directly.