Pros- Location is PERFECT, I will definitely say that. Right on Duval and Southard, in the middle of the strip... The rooms were very comfortable. The rooftop pool and jacuzzi were a nice bonus. Housekeepers were very sweet and plesant.
Cons- We called this hotel right as were got in to town. Over the phone, (on speakerphone, my husband heard her) She quoted me for 2 beds, with 2 nights at $129, 2 nights at $169, No problem. But when I arrive in person? Young girl, with glasses, rudely tells me it's 2 nights at $149, two nights at $189... I said "Wow, you filled up that fast in the last 10 minutes?" she responded with "No, we're empty right now..why?"... I tried to explain to her that i had JUST called and was quoted lower, BY HER- and she flat out told me I was lying. lol. Okay whatever. So I asked if they offered AAA, Military, or AARP discounts, she told me No.. (What kind of hotel doesn't offer ANY of those? Especially when they were "empty" like she said?) As she was about to charge my credit card, she THEN mentions the $10 per night parking fee.. Wait- I just forked out almost a thousand dollars to stay here, and I have to pay for parking on top of that? I overlooked this as well, and decided that because of the location, I would stay anyways and hope for the best.
We checked in to our room, It was comfortable, and smelled very clean.. I kicked off my sandals and one of them went under the bed.. I bent down to retrieve it and under the bed, I saw a plastic bag, with a moldy take out food container spoon in it.. Gross..
It was pretty uneventful until the third day.. Me and my husband went out and only took one key. I decided to go back to the hotel early after losing him in the shopping chaos.... I asked the desk girls for an extra key. (One girl was the same from check in, the second girl was heavier, and didn't speak understandable english AT ALL, and her pants were riding down so low, I could see literally her underwear. Completley Unprofessional.) She asks my room number, I tell her.. Then she looks at me and says "Well where did your other key go?" I explained that my husband had it, and we had become separated while shopping.. she says "Well why did you two become separated??"..
Are you kidding me? What right does anyone have to ask that? How is that any of her business? I was in shock..
I breifly explained it again, and she continued to just stare at me, before finally asking me for my drivers license.. I handed it to her, and she studied it for 2-3 minutes; holding it up to the light, flipping it over and over, Like she thought it was fake or something!!! Finally she said "well I *guess* I can give you another, but we will charge you if you lose ANY of them, so you better make sure to not lose them again".... At this point I'm very offended.. I took the key, walked to the elevator- And as the doors were closing, I heard her say "What a "Bi***) to the other girl who just started to laugh... At checkout, I told her our room and said we would like to check out.. I handed her all four of our keys, and the envelope they came in.. She didn't say one single word to us, counted them all TWICE, and then just sat down in the chair with her arms crossed.. lol. just like that.. Still not saying a word.. I asked her if I could please have a receipt, and she proceded to walk to her computer punch a few buttons, and PLAY ON FACEBOOK while my reciept was printing!!! Handed it to me without a word, then just turned around again. I have NEVER been so disgusted with the personel of a hotel before.
Minor Cons- The poolside bar didn't open for 3 of the 4 days I was there. Continental breakfast was scarce, and dry. Doors at the ends of the hallways facing outside are ALWAYS propped open, so I didn't feel quite as safe as I would have liked. Not to mention it was in the high 90's every day, so the entire hotel was hot and humid, until you got back inside your room.
I would stay again, only because of the location, But coming from someone in the Hospitality Industry for 15+ years, The desk clerks were simply appalling and unprofessional.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
First, we must take this opportunity to apologize for the poor attitude you received when interacting with our team. The exchanges you've described are absolutely appalling, Sam, and we're shocked to hear about this. You're right, this is completely unacceptable, and we'll speak to them about it immediately.
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That said, we truly appreciate your candor, and we're incredibly grateful that you'd consider staying with us again next time you're in Key West. We're confident that feedback like yours will be of great aid as we work to show all of our guests a five-star visit, so thanks for leaving it. In the meantime, if you'd like to discuss this further, don't hesitate to reach out so we can make this right.
All the best,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.