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“The Good and the Not as Good” 4 of 5 stars
Review of The Westin Key West Resort & Marina

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The Westin Key West Resort & Marina
4.0 of 5 Resort   |   245 Front Street, Key West, FL 33040 (Formerly Hilton Key West)   |  
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5th Night Free & Credit
Ranked #27 of 44 Hotels in Key West
Senior Contributor
29 reviews 29 reviews
12 hotel reviews
Reviews in 18 cities Reviews in 18 cities
25 helpful votes 25 helpful votes
“The Good and the Not as Good”
4 of 5 stars Reviewed August 15, 2014

When the first impression of the hotel is how much work it is to get from the parking garage to the lobby, one starts to worry. The Valet wants to take your car (telling us it's *only* two dollars more to valet). We chose to self park anyway - only to find no elevators in the garage to get back to the ground level. Not fun with luggage. Walked about a little dragging said luggage to find the lobby entrance. Check in went well - no issues. The next surprise was our room was in the other building (back out with the luggage and across the courtyard). Then a long walk down the hall from the elevators, past the loud party spilled out into the hallway, praying our room was farther away.... and finally arrived at the room. Deep breath. Open the door. Very pleased to find a lovely room with 2 beds exactly as we had requested - ocean view. Beautiful. Closed the door and never heard the party again.
Over the course of our stay we visited with Shannon at the bar off of the promenade. She was friendly and accommodating, made excellent drinks. She gets top marks.
A note about the Ocean front view. First morning, we opened the curtains to a beautiful view over the promenade - sea and sky broken only by palm fronds and boats and the next Westin Island. The second morning ... BOAT! Yes, the cruise ship does mostly block the view (we had a bit of water still looking to the right past the bow). The good news (and what we experienced) is that the cruise ships are gone before sunset. So while your morning may be obstructed, at least the sunset is not impacted. As an aside - we were worried the town would be over-ridden by the people off the boats, but did not experience the crowds were too terrible. At least not during our trip. May be different at a different time of year.
Enjoyed the hotel, the pool area was small-ish and no adults only area. Personally I cringed a little that the free Popsicles were served and consumed by people in the pool (dripping into the pool water). Others were not bothered by the Popsicle juice in the pool.
Would have liked a few more hotel amenities ... a shuttle to/from the airport or rental car lots would have been nice. A take away coffee shop or cart in the morning rather than a in-room coffee or urns in the lobby would have been a nice addiction. Vending machines or at least a hotel shop open late night (after 10 PM). We were told the closest place to purchase a snack was the CVS pharmacy two blocks away from the hotel.
We asked the front desk to speak to their valet/bell services employee who almost ran us down in the hallway with a luggage cart going the opposite direction - didn't want to move the cart from barreling down the dead center of the hallway while he was hauling bags to a guest room.
Over all - this was a positive experience and a good hotel. Would recommend to others for location, and if splurging for the ocean front view it is enjoyable. Just a few things make it miss the excellent rating.

Room Tip: Ocean Front Rooms - know the Cruise Boat Schedule when you book. Good news is the boats leave befor...
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  • Stayed August 2014, traveled with friends
    • 4 of 5 stars Location
    • 3 of 5 stars Rooms
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 21, 2014
Dear Guest,

Thank you for taking the time to write this review and provide your feedback. We are glad to hear you enjoyed your stay with us. All reviews are passed along to the staff for training and improvement purposes. Thanks again and we look forward to welcoming you back in the future.

Sincerely,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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1,453 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (334)
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English first
Seffner, Florida
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
2 of 5 stars Reviewed August 15, 2014

The pool was minuscule and overcrowded. Unusable. Maid service was never during the agreed upon window even when I spoke to the maid who probably didn't understand English though she said she did. Cruise ships were right outside 2 days but we weren't told beforehand. The total I was given on the phone was NOT the total I was billed. Staff was not outwardly friendly. No one ever asked if they could help us or if everything was good.

Room Tip: 362 is a 2 bathroom, 1 bedroom suite with 2 balconies. Great view and quiet.
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  • Stayed August 2014, traveled as a couple
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 21, 2014
Dear Guest:

Thank you for taking the time to write this review. It is regrettable to hear that your stay with us did not meet your expectations. While we are an active cruise ship port (which we state on the home page of our website), cruise ships do not dock here everyday. The City of Key West has a schedule on their website, our pier is designated as pier (b). The schedule is subject to change, therefore, it is not possible to predict, guarantee, notify guests of the presence or absence of a cruise ship. All reviews are passed along to the staff for training and improvement purposes.

Warm regards,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed August 12, 2014

5+ stars! Friendly and helpful staff; the gentleman at the front desk recommended that we wait for the upper level ocean view room instead of the lower level. I was surprised on my birthday with champagne and chocolate covered strawberries without prompting. Clean rooms...the aroma of the soap is still with me. Close to the action of all things Key West. The Westin Key West Resort & Marina was an excellent property for a getaway! Sandy at the Siesta Deck bar was fabulous!

Room Tip: Upgrade to an ocean view room on the upper level!
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  • Stayed August 2014, traveled as a couple
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 21, 2014
Dear Guest,

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

Sincerely,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas, United States
Top Contributor
56 reviews 56 reviews
14 hotel reviews
Reviews in 15 cities Reviews in 15 cities
35 helpful votes 35 helpful votes
3 of 5 stars Reviewed August 10, 2014

This could easily be a 5 star hotel and the pricing is that of a 5 star hotel - I believe solely based on the location in Key west. You can literally walk to Duval Street and the trolleys - and I am NOT an active person, so when I say you can walk to it, you can!

What down rated this hotel were 2 things. 1. The carpeting was FILTHY!! Just walking from the bathroom after a shower to brush my hair, turn on TV, sit in a chair, to bed - my feet looked like I had been walking barefooted outside all day. My feet were coated in a grimy sticky residue - either replace the carpeting completely throughout the hotel (you don't notice it because of the dark color of the carpet) or put in nice tile. 2. The attitude of the reservations people at Latitudes is horrible. The food is good, had better food off property with much more friendly people. Kept telling us totally booked, but we could see the ferry and it was never full...so went there and when we arrived the restaurant was EMPTY!! They tried to seat us at the bar, we insisted a table, got a good view. In the 1 1/2 hours we were there, only about 13-14 people came in to bar, inside or outside seating -- so why all the garbage about being full? Do 50 or more people simply not show up for reservations continuously?? I had read about the attitude at Latitude - and that is right. The food is just as good at the Bistro and the personnel there are very friendly - and a great view. 3. The hotel advertizes: "Poolside refreshments daily, including fresh fruit kabobs and popsicles, as well as iced towels and sunglass polishing." - Nope, nada - and when we asked, the employees to the man did not know what we were talking about - and we asked several!!! So don't advertise what you don't have.

The desk staff were very pleasant - arrive on birthday, had to wait 20 minutes for room to be ready, but they comped us bottle of wine and some cheese and crackers - very nice touch. The location is great. If the 3 items mentioned above would be fixed then not only would the pricing be that of a 5 star but also the hotel experience would be 5 star.

Room Tip: Room 322 had a good ocean view even when cruise ships were in.
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  • Stayed August 2014, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 22, 2014
Dear Guest:

Thank you for taking the time to write this review. We are glad to hear you enjoyed the location of the resort over your birthday celebration. The fruit kabobs and popsicles are displayed at 1:00pm and 3:00pm each day. All reviews are passed along to the staff for training and improvement purposes.

Warm regards,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Naples, Florida
Reviewer
5 reviews 5 reviews
4 hotel reviews
Reviews in 4 cities Reviews in 4 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed August 9, 2014

Our stay in Key West was made even more enjoyable because of the the thoughtful reservation representative that booked our trip. I had to call because of a web issue and was shocked that the rep not only booked our trip but made sure we made use of both corporate and Florida rates available. Once on the property the valet was quick, professional and helpful. The room was clean and comfortable. My one suggestion is to reposition the TV. The room was exceptionally long so the placement of the TV made it unusable from the bed. The location was the best in Key West.

  • Stayed August 2014, traveled as a couple
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 22, 2014
Dear Guest,

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

Sincerely,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Saint Louis, Missouri
Senior Reviewer
6 reviews 6 reviews
Reviews in 2 cities Reviews in 2 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed August 8, 2014

WE just stayed in Key west for one night so we wanted to get the "perfect" hotel room. The location can not be beat and overall it was a great stay. Only problem was the view- we paid extra for the ocean FRONT room (upgrade from ocean view)and we only had ocean front for a few hours. The majority of the stay we only had a view of a cruise ship. We checked in around 4:00pm. Luckily the ship set sail right before sunset so we did have an AMAZING view then but the next am, another cruise ship and no view. I think that the hotel should inform you when booking the room that you may only have ocean view for a few hours a day- obviously its not worth the extra $. In the hotel room there was info that cruise ships may be there and that while they usually leave by sunset there are some that dock all night, I would have been furious if that had happened. Overall, don't pay more for ocean front/view unless you can confirm with them that the view will not actually be of a cruise ship.

  • Stayed August 2014, traveled with family
    • 1 of 5 stars Value
    • 2 of 5 stars Rooms
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 22, 2014
Dear Guest:

Thank you for taking the time to write this review. While we are an active cruise ship port (which we state on the home page of our website), cruise ships do not dock here everyday. The City of Key West has a schedule and our dock is designated as pier (b). The schedule is subject to change therefore, it is not possible to predict, guarantee, notify guests of the presence or absence of a cruise ship. Thanks again for taking the time to review our hotel.

Warm regards,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
jupiter, Florida, USA
Senior Reviewer
7 reviews 7 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed August 8, 2014

Beautiful resort with excellent views!!! The location of this resort could not be better. Right next to the hotel is sunset square (great festival every afternoon for sunset).

Room was very spacious and comfortable. The pool and pool service was very good. The pool bar had a large tv and good food.

Stayed June 2014
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinKW, Manager at The Westin Key West Resort & Marina, responded to this review, August 22, 2014
Dear Guest,

Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon.

Sincerely,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Key West Resort & Marina

Address: 245 Front Street, Key West, FL 33040 (Formerly Hilton Key West)
Phone Number:
Location: United States > Florida > Florida Keys > Key West
Amenities:
Bar / Lounge 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:
#9 Spa Hotel in Key West
#9 Top resorts Hotel in Key West
#10 Luxury Hotel in Key West
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — The Westin Key West Resort & Marina 4*
Number of rooms: 178
Official Description (provided by the hotel):
Natural beauty and local charm make the Westin Key West Resort & Marina a remarkable destination. Located on the waterfront in the heart of Old Town, this resort is positioned on the sunset side of the island within walking distance of famous Duval Street. It is also one of the country's largest private ports which welcomes cruise ships from around the world. As the only full-service resort in Key West to hold the AAA Four-Diamond rating since 1999, The Westin Key West Resort and Marina boasts a reputation of unmatched hospitality and offers an ideal setting for any occasion. ... more   less 
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Also Known As:
The Westin Key West Resort And Marina
The Westin Key West Resort & Marina Hotel Key West
Key West Hilton
Key West Westin

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