The hotel has indeed nice location and picturesque beach, but I cannot say anything else nice about this property. We spent 60,000 HH points to book a room that had dirty scrunched up carpet. We stayed at Hampton Inns that had nicer, bigger rooms. The room lacked in comfort but at least it made up with beautiful view of the beach. I'm glad the people experienced great service; I wasn't so fortunate and couldn't even get a towel at the pool until I was ready to return to my room. Worst of all I got a fungal infection after staying at the Reach. I never had ringworm before and I am sure I haven't gotten it elsewhere. Wasn't worth the points and the pain/discomfort I had to deal with. Thumbs down from me

I have been staying at the reach for 5 years now, and what i have seen is a true decline in service and customer satisfaction. What topped it off was that i was given false information when I booked my room. I was given 10% off my rooms but they failed to tell me that would disclude me from the Stay and Play offer. So they ended up making money .... I see why they were so eager to change my rate.
Ricardo Patrick and John at the pool are still hands down the best of the best !!
The front desk ... Cindy Acevedo who offered to rent me a room by the hour is much to be desired. And the overall Hilton Customer Service was helpful but not even they could get through and help ! The showers have developed mold and I rent 3 rooms per stay all three had mold and the carpet is beyond tired. This is the first negative review I have written of the reach but it looks like after 5 years and 7 stays I cannot return.

For a high end hotel they can do better hence I only gave them a 3. Service was what I would expect from a $200 a night beach hotel, not $600+

The good

Great location, nice restaurant nothing fancy, bell hops were great.

The Bad

The housekeeping was a bit erratic, you better use your do not disturb otherwise they will keep knocking, did not understand arranging a time, one day they did not come at all.

The pool service was an F the first couple days, nobody serving drinks, you had to walk inside to the bar to get a drink, nothing outside anywhere to be found. The last two days they did have staff.

More good

We loved Key West and this was good location for families on the south side of the Island
Great ocean views
The local outfitters work hard, Kayaks, jet Ski's etc
Walk to Hemmingway House

More bad

The staff is marginalized by function
The spa in the sister hotel was not a spa just a converted double room advertised as a spa

We chose to start a week long adventure from Key West to Charleston by staying at The Reach. We are so glad we did! From the moment we arrived until we departed, everything was perfect!

The bellman took our luggage to our room and gave us an introduction / orientation to the property. This hotel has the only natural beach on the island and we loved it! Especially the hammocks sprinkled around the area.

Our room faced the water and we slept with the sliding glass door open to hear the waves and create a lovely ambiance for our sleep.

The coffee maker was Nespresso and was perfect for us. Room service breakfast was correct and at just about the time they said it would be. This hotel was perfect and we will be back for another time in Key West.

Oh, and it is on the opposite end of the island from the bars so it is quiet. We walked it a few times and rented an electric car for a few hours so it is possible to get to the "Scene" without taking a cab. Just depends on if you want wild, quiet or a mix.