First the good- pretty spot on the beach with a little marina, elevated beach with hammocks, heated pool, and hot tub, decent continental breakfast, nice staff. You can rent jet skis on site. The resort fee includes use of kayaks, fishpoles, bicycles and grills.
Now the bad- no restaurant, no bar, outdated and DIRTY rooms.
The story- Got there around 1pm (well before the 4pm check in time) and was told we could use the pool and hang out on their little beach while they got our room ready, which we thought was nice. Supposedly we were going to get a call from the front desk when our room was ready. Finally, about 5pm we had to go back and inquire. We were greeted with smiles as the clerk was going out the door, off duty and were told that they figured we would stop back back when we were ready to check in. Ok, not a biggie. The evening shift gave us a key to our room and and some good tips on local dining. We found our room on the back second floor (304) down a dark hall, making it hard to see the room number and we couldn't see the lock to get in the room without a light (all the locks are installed upside down, by the way). We called maintenance who said the light was on a timer (it did finally come on after dark). When we got into the room, we were shocked at how filthy it was. The carpets had numerous stains, and had not been vacuumed. The sofas were disgusting! Stained, dirty, and old. The beds did not have mattress covers, so there was only one thin sheet between you and the bed. One bed had torn sheets, and the other bed the mattress was falling apart and was hanging on the floor. These are double beds, too! Plenty of room in there for queens. The next morning, we went to the front desk to complain and see about cancelling our second night, and we were told 'there is absolutely nothing we can do for you since you booked online'. Apparently they were fully booked and could not even move us to a cleaner room. Housekeeping was there and apologized and said they would do a deep clean on the room while we were out for the day. We returned, and all that had been done was turn down the beds and put new towels out. We went back to complain again, and this time we were really upset. The evening clerk was there and magically there were two beachfront units available for us to choose. One was nice, but the other was in less than perfect shape. We changed rooms, of course, and were much happier. When we checked out, we were told they would waive our resort fee, which is nice considering we didn't use any of the items that would warrant charging this fee. Be warned, you are getting charged anyway, so you might as well use their stuff (bikes, kayaks, grills, fishpoles, etc.). This was not clearly explained when we checked in.
Bottom line- with a makeover this would be a nice place, but in our opinion not worth the $$$ charged. Clearly not up to the standards of any of the chain hotels we've stayed at in the Keys.
Still unsure why booking my room on their website left me in no position to request a refund based o...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.