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“Beautiful but many disappointments” 4 of 5 stars
Review of Casa Marina, A Waldorf Astoria Resort

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Casa Marina, A Waldorf Astoria Resort
4.0 of 5 Hotel   |   1500 Reynolds St, Key West, FL 33040   |  
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Summer Rates from $249
Ranked #22 of 41 hotels in Key West
NYC
Top Contributor
106 reviews 106 reviews
62 hotel reviews
Reviews in 59 cities Reviews in 59 cities
91 helpful votes 91 helpful votes
“Beautiful but many disappointments”
4 of 5 stars Reviewed February 18, 2014

We spent 3 nights at Casa Marina to escape the polar vortex in New York. Casa Marina is a nice property and we had a good stay but certainly expected more. The resort is located on the beach and has an airy and luxurious feel to it. The grounds are nicely kept. I like the adult only pool which has a bar next to it. The pool staff are very helpful finding and setting up beach chairs. I think an extensive beach front like Casa Marina is very rare.

The room I stayed at however seemed like an afterthought compared to the rest of the resort. It was located on the ground floor with a direct access to the pool which was nice. But the room was very small and the furniture and bathroom were very old. It was in the old building so I was able to heat the foot steps above and voices though the connecting room next door. The curtains did not shut properly and the lock of the French door to the patio kept falling off. There was no wifi signal in the room and the front desk staff said he would send someone but it never got fixed and I never heard from him on the status.

The highlight of the resort was the dinner on the beach. The seafood in the bouillabaisse and fish of the day (snapper) were locally caught and extremely fresh and delicious. The price was reasonable for the quality of the food. The breakfast however was a disappointment. It was a very basic breakfast you typically see at a regular Hilton properties in the US. No freshly baked bread. No complimentary breakfast for elite members.

Other than limited room upgrade based on availability I do not believe there were any diamond member benefits. The overall property is nice, as a diamond member, you most likely get a nicer room, amenities and other benefits at a regular Hilton hotel.

  • Stayed February 2014, traveled as a couple
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4.5 of 5 stars
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English first
Chicago, Illinois
1 review
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed February 17, 2014

My wife and I went to Key West for our 'babymoon' – neither of us had been to the island before, let alone Casa Marina. After a week, it was certainly difficult to head back to the brutal winterscape of Chicago!

Upon arrival at the Casa Marina, we noticed how beautiful it was – everything was clearly well taken care of, and the staff was very friendly. We tried to get an upgrade to our room, but they were fully booked. Oh well.

We stayed in a standard King room. Very nice. Small-ish, with a view of the parking lot. But at least it was quiet and clean. One funny thing was the TV was tiny. Good thing we didn't spend much time in the room with only one rainy day.

The grounds and the pools were great. Very peaceful, for the most part (but I'll get to that). The staff was very friendly and service was great throughout our time poolside. The beach was very pretty, but a little rocky. It wasn't a good beach for just wading into the water from the sand. It was great for sunbathing, but swimming in the ocean wasn't easy to do. So we stuck by the pool, with a view of the ocean, which was fine.

I mentioned before our stay was 'mostly' peaceful – that's because for two days, the resort was more or less overrun by a corporate retreat of sorts. 350 individuals (the top 10% of a particular well-known company/brand) were there to celebrate how well they'd done the previous year. That's all well and good – I'm all for employee recognition; but with the addition of their 'all you can drink' wristbands, far too many of them decided to treat the resort like Spring Break Cancun. Suddenly, the peaceful poolside retreat was obnoxiously loud with drunken revery. All of these folks were there on the company's dime, and they treated it as such – absolutely no consideration for the vacationers that dropped quite a bit of money to get away from it all for a week or more.

Anyway, that's a set up to what I really wanted to review – and why I'm leaving five 'stars.' It was Casa Marina's response to us, and understanding of our frustration with this group, that made all the difference in the world. They definitely went the extra mile to make sure our stay was comfortable. In particular, the pool staff (Bob, Andrew, and Mel) made an extraordinary effort to deliver what is expected of a Waldorf Astoria resort – and then some. Also, Carlos (manager) did a wonderful job of making sure we left with a very positive impression of the resort. So much so, we'd love to come back at some point.

Long story short, Casa Marina is a superb place to stay in Key West. Great location, great accommodations, and great people.

  • Stayed January 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toledo, Ohio
Reviewer
3 reviews 3 reviews
3 helpful votes 3 helpful votes
1 of 5 stars Reviewed February 17, 2014 via mobile

For the price of 400 a night this is absolutely ridiculous. The room reminds me of an insane asylum. 5 stars? There are ants, ( they sent someone up with spray, awesome scent.) did I mention the windows do not open? So that is all we smell. Everything is scratch and dent. They couldn't even touch the sheets in such a shown in pictures. The "beach" requires ladder use on the pier because it's obviously too dangerous to walk in directly. The tv is about 19 inches. There isn't even a dresser. The refrigerator is partially rusted. We have to use the window sills as shelving. Have you ever had to use an iron board as a luggage rack? This is my day one experience and have paid cash for 5 days. Highly debating on leaving early in order to return to the Key Largo Marriott, in which puts this place to shame. Even The Reach next door makes this place look like a motel 8. I highly recommend avoiding this place unless you can afford a suite at 600 nightly.

  • Stayed February 2014
    • 1 of 5 stars Value
    • 2 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sarah F, Front Office Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, February 22, 2014
We appreciate your feedback in regards to your recent stay at Casa Marina Resort. If you would like to discuss your stay please contact me at sarah.franks@waldorfastoria.com for personalized service. It is the feedback of guests such as you that assists us in continuous improvement, and we have shared your feedback in regards to your expectations of Waldorf Astoria Resorts with our management team.
Thank you,
Sarah Franks Front Desk Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Evansville, Indiana
1 review
5 of 5 stars Reviewed February 16, 2014

We arrived at the Casa Marina ready for a great vacation. The staff welcomed us and checked us in to a room. To say the least, the room was bad. We talked to Stephanie who immediately addressed our dissatisfaction. Stephanie was very kind and efficient in switching our room accommodations to a very satisfactory room. Stephanie continued to check with us the rest of our vacation to be sure all was satisfactory. With Stephanie's expert service and true concern for our disappointment, it was easy to overlook the initial check-in mistake. The Casa Marina, Waldorf Astoria is a fabulous property. The staff members were all super friendly and made sure all our needs were met. We also enjoyed relaxing on the beautiful Casa Marina beach daily. The first day we were there, we met "beach attendant" Daniel. Daniel was kind, professional, and efficient. Daniel made sure "our spot" on the beach was prepared for us daily. Daniel's first class service was truly appreciated. We will definitely go back to the Casa Marina, Waldorf Astoria in Key West.

  • Stayed February 2014, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Sarah F, Front Office Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, February 22, 2014
Amy P.,
Thank you for taking the time to respond regarding your recent stay at the Casa Marina Resort.
We are happy to hear that Stephanie and Daniel provided such excellent service, and are pleased to know that you had such an enjoyable visit. We look forward to welcoming you back to the Casa Marina Resort sometime in the very near future.
Thank you,
Sarah Franks Front Desk Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cape Coral, Florida, USA
Top Contributor
57 reviews 57 reviews
8 hotel reviews
Reviews in 20 cities Reviews in 20 cities
71 helpful votes 71 helpful votes
5 of 5 stars Reviewed February 16, 2014

Have stayed at thus historic hotel 5 years in a row. It's beautiful. Away from the Duval Street riffraff, so you will need a taxi, electric car, or bike to get to the typical Key West scene. We usually rent the car. The concierge sets it up, so seamless. I love the north wing , easy access. The south wing has the same rooms, and the only way to get an ocean view standard room , I think. But the elevator is the slowest , the inside hallway carpet is holiday innish, but the rooms are beautiful. Comfy beds, clean, modern. Staff here great, bartenders all the same for years.. Drinks great, but expensive. Views can't be beat. We love this place and will come back again and again.

Stayed February 2014
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hasbrouck Heights, New Jersey
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed February 15, 2014

Expectations were high and overall- they met their mark. The grounds of this hotel were truly stunning. A beautiful beachfront walk and wonderful- uncrowded pools - busy pool deck bar- and a stately lobby made for an impressive welcome.

Our room left a bit to be desired but the price was right and we didn't spend too much of our time there. Though clean, well appointed and renovated- the view was of a roof, ( really the only downside... ) and the hallways and location next to a service elevator and closet made for a bit of extra noise early in the morning. Good thing we are early birds so it didn't get us down. Housekeeping service seemed to operate on island time and it was a bit inconvenient to not have our room serviced until after 3 PM two out of three days- where we had to request with the desk both times- again not the end of the world and we certainly understand. Gave us an excuse to sit poolside a little longer.

The front desk team was expedient and professional and offered us a warm welcome and a genuine farewell when we left.

The old charm and modern upgrades overall blended harmoniously. Not sure what folks mean about the resort being far from the action as everything seemed to be in walking distance to us and we found it to be very convenient.

The concierge was very helpful in securing us dinner reservations at some great restaurants. We ate upstairs at Louie's and what a pleasant surprise that was- sat on a small balcony and caught a magnificent sunset - enjoyed some incredible small plates and were glad our table wasn't quite ready downstairs as it was a totally different, romantic, personalized experience.
We enjoyed our stay, I think I was the only person to brave the ocean waters while there and it was simply wonderful! The access to the ocean around the natural rock shoreline was different, yet very easily accessible. Oh and the sand sculpture was perfect for us escaping the cold northeast winter - that Grinch gave us a good laugh.

Missing the 5th star due to the lack of restaurants on property and that's pretty much all it missed.

Overall, we had a great time visiting Key West. I would recommend this hotel to folks and only thing I would do differently is request a view of the water next time. Thank you for allowing us to warm up for a few days before returning to this winter!

Stayed December 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
San Francisco, California, United States
Top Contributor
50 reviews 50 reviews
13 hotel reviews
Reviews in 21 cities Reviews in 21 cities
58 helpful votes 58 helpful votes
5 of 5 stars Reviewed February 15, 2014

This is a solid Waldorf Astoria in an absolutely stunning setting. As we had the closest room near the beach from Diamond status we were happy with the room. The pools were great and the outdoor bar poolside is a great design. The concierge desk is solid and the spa treatments are over the top. Only negative is that as a Diamond the room upgrade is about all there is to benefit. There is no breakfast included and is one of the reasons that we will not be staying at Hilton branded properties in the future once we drain our point balance.

Room Tip: Don't be deluded into thinking that Diamond status means much here.
See more room tips
  • Stayed February 2014, traveled as a couple
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.

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Additional Information about Casa Marina, A Waldorf Astoria Resort

Address: 1500 Reynolds St, Key West, FL 33040
Phone Number:
Location: United States > Florida > Florida Keys > Key West
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#5 On the Beach Hotel in Key West
#7 Luxury Hotel in Key West
#8 Spa Hotel in Key West
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Casa Marina, A Waldorf Astoria Resort 4*
Official Description (provided by the hotel):
With a $43 million renovation complete, this Mediterranean-inspired resort sits on a 1,100-foot private beach. The historic beachfront resort, combines 1920s ambiance with a chic, contemporary flair, features sophisticated new accommodations, complete with LCD televisions, iPod docking stations, and an in-room espresso, coffee, and tea maker. Amenities include: two tropical pools, water-sports activities, spa services, poolside cabanas, Sun/Sun Bar & Grill serving breakfast, lunch, and dinner, and The Lobby Lounge for tapas and libations. ... more   less 
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Also Known As:
Casa Marina, a Waldorf Astoria Hotel Key West
Waldorf Astoria Key West
The Waldorf Astoria Collection
Casa Marina Resort Key West
Casa Marina Key West

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