We tried this place after staying at the Ritz in Miami. When we got there they said our reservation was canceled though I had provided a credit-card guarantee. The manager actually accused us of canceling - great; just blame the customer for your incompetence. To make up for their ineptitude they have us a single room which overlooked a street with houses in bad repair. We had originally booked ocean view suites so this was quite a let down. There were no amenities in the room and housekeeping took their own time cleaning the rooms. We spent the day outside the resort to avoid the bad experience and only came back to sleep. Thankfully, the torture lasted only 2 days. DO NOT stay here under any circumstance.

When we booked this hotel we thought for sure we would
get the same quality and service as the Waldorf in NYC but we were
wrong. The toilet in our room did not work and we had to call three times
to get someone to fix it, and it never worked again. They said there were not other rooms available for us to switch to. The shower was dirty, and the shampoo/conditioner bottles were open. The bathroom was not clean at all, we called for more towels and they said that they were at full did not have extra towels! I called to order room service and I asked them simple questions, like how many shrimp come in a shrimp cocktail and the lady said she didn't know and hung up on me.
Last time we came to Key West - we stayed at the Hyatt and we should
have stayed there this time.

My fiancée and I recently stayed at Casa Marina over the July 4th weekend. The hotel is extremely beautiful and the food was incredible. Our room was a one bedroom suite over looking the pool which was incredibly spacious. We had dinner on the pier at sunset which was amazing. Both the beach and the pools were very enjoyable.

However, the customer service at Casa Marina is far below what should be expected at a luxury hotel. Everyday room service would not clean our room until late afternoon (2pm or later). When I called to ask housekeeping when they would be able to clean my room they responded by saying they "do not provide guarantees when rooms would be cleaned" and could not provide any timeframe. We were staying in the all suites building and paying top dollar for our room. I can only imagine the lack of customer service received in the non-suites building.

Additionally, we had an issue with an amenity arranged by the concierge. When we spoke with hotel management about the issue they were rude, incompetent, and unforgiving. After speaking with several managers over the incident, the hotel rooms manager finally agreed to provide us with a resort credit comparable to the amenity. When we went to check out the resort credit had not been applied to our bill and the front desk manager said no notes were made on our account about any credits. Eventually, we were able to get the credit, but it was only after much aggravation. The hotel management made us beg and fight to receive something promised to us as a result of their error. By far this was the least enjoyable experience I have ever had with hotel management.

Overall the picturesque views and food made this a great trip. However, I would not stay at this resort again or recommend it to anyone else. Due to the quality of customer service, this hotel does not belong to be part of the Waldorf-Astoria Collection. If you are travelling to Key West do yourself a favour and stay away from Casa Marina.

Nice place. We stayed at the Casa Marina for 4 days (after staying at the DoubleTree for 3 because of availability) and are so happy we did. This is a 4 diamond resort and lives up to it. Plenty of shade and sun on the beach and by the pool. The beach guys are great at getting you set up with chairs/hammocks/table/umbrella etc...

Above ratings take into consideration that I expected a 4 diamond place.

We had a great room (small but comfortable) - fabulous view and very very large balcony.

While there were kids around and it appeared they were pretty happy and they were never a bother.

There is a pier and water sports (as well as scooters, bicycles, jet ski's, sail boats etc...) hut at the far end of the hotel to book your trips/activities - so very conveninet to take off for snorkeling, dolphin watching, parasailing, sunset cruises (we did a bunch!!) from the corner of the hotel property.

Ok - from a couple of foodies - Food was good (not great but also not terribly expensive considering it's so convenient). Dinner on the beach is a must because it is so peaceful. There are plenty of great restaurants nearby for very nice dinners (great chefs) and tons of must visit casual places for fun in Key West..