The Reach Key West, Curio Collection by Hilton Pool
The Reach Key West, Curio Collection by Hilton Pool Pictures & Reviews (FL)
All You Need to Know About the Pool
Full view
Pool & Beach (79)
Pool review highlights
Most popular question about the pool
Is the pool heated? Reviews seem contradictory.
Answer from JetsettingSue
Apr 2024
Featured pool amenities
Reviews that mention poolRead all reviews
Write a review
Loved the decor and interior. The grounds were nicely maintained. The pool and beach were great and someone the main reasons we chose this hotel. The beach was covered in rotting seaweed that was emitting a smell. I noticed other hotels has invested in a floating barrier to prevent the seaweed from reaching the swimming area and beach itself.
The other reason we chose this hotel was that we booked through Amex and were using that endorsement as a sign the hotel would be a good one. The service was just ok. Our biggest complaint was the noise. There was a wedding that was playing loud music and had strobe lights until 2330. It was like I was at a concert it was so loud. I am shocked a hotel that costs $650/night would allow a wedding to be so loud in the public space. We complained at check out and were offered a single day refund of the resort fee…
The other reason we chose this hotel was that we booked through Amex and were using that endorsement as a sign the hotel would be a good one. The service was just ok. Our biggest complaint was the noise. There was a wedding that was playing loud music and had strobe lights until 2330. It was like I was at a concert it was so loud. I am shocked a hotel that costs $650/night would allow a wedding to be so loud in the public space. We complained at check out and were offered a single day refund of the resort fee…
Read more
Read less
Room Tip: Avoid rooms on the second floor near the event balcony
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Responded Jun 22, 2022
Thank you for choosing to stay with us. It is wonderful to see that you liked our well-appointed accommodations and were able to spend some time enjoying the pool. Please know there is always a member of our friendly staff available to assist you with any issues you may encounter during your visit. We will be discussing your valuable feedback and suggestions with our team and wish you pleasant onward travels.
Read more
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Love this hotel. Poolside service, beachside service lots of games like cornholes, chess, and jenga. The pool seemed small at first but honestly wasn’t crazy packed. Really loved the pier especially at night.
We stayed at casa marina 1 night and the construction was so bad we switched hotels to the reach thanksgiving week and we couldn’t be happier. Highly recommend especially for families, we went as a couple but very family friendly
We stayed at casa marina 1 night and the construction was so bad we switched hotels to the reach thanksgiving week and we couldn’t be happier. Highly recommend especially for families, we went as a couple but very family friendly
Read more
Read less
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Responded Nov 27, 2023
Dear Maggie,
Thank you for the kind review and recommendation! We're glad our fun activities and excellent service helped make your Thanksgiving stay memorable. Please come see us again soon at The Reach Key West, Curio Collection by Hilton.
Thank you for the kind review and recommendation! We're glad our fun activities and excellent service helped make your Thanksgiving stay memorable. Please come see us again soon at The Reach Key West, Curio Collection by Hilton.
Read more
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We Paid for a room with the ocean view. We get to our room & we had a view of the pool but if you squatted down on the very small balcony & look between the leaves of the palm trees then you could see the Gulf. Since we paid about $300 more a night for the ocean view verses a room that was courtyard view we weren’t very happy. We went down to the front desk and the front desk clerk, who had long dark curly hair, looked at our reservation and stated, “Oh I see that you have the military discount. Don’t you think that you should just be happy with what you were given. Since you’re representing the military and all.” I informed her that my husband being a veteran should have no bearing on the quality of the room that we had. She said, Well you’re getting the discount what more do you want.” I told her I just wanted what we paid for. She then also said “oh it doesn’t even look like you made the reservation. It looks like your husband did.” Please for the love of everything holy can someone give that woman a lesson in marriage. It doesn’t matter if his name is on the reservation or my name is on the reservation. We are married which makes us one entity. And I promise you if the wife isn’t happy, the husband sure in the hell isn’t happy either. She did inform me that if I wanted to pay an extra $1,000 a night then I could have a better view. (honestly at this point I’m wondering if she’s either on some serious drugs or she has a mental condition that prohibits her from being able to use common sense before she speaks.) She was completely incompetent, rude, degrading, and a complete disgrace of what Hilton should stand for. I asked to speak to the general manager he was not on site at the time. I left my phone number for him to call me. He never called me instead he called my husband. I guess With me just being the little wife I wasn’t worthy of a phone call.
Our front door had a huge gap along the bottom and the bottom left-hand side. We had an adjoining door to our room to the room beside us and it was not sealed at all. When I tried to call the front desk at 4:30 in the morning because I kept getting woken up at 4:30 in the morning our phone didn’t work. And lastly, the ceiling fan light would turn on and off all throughout the night.
My husband called Scott, the general manager, to discuss all of the above problems that we were having. Of course he made an excuse and apologized and took money off our room. What he failed to realize was that it wasn’t about the money. At this point it was about how we were treated because we had a veterans discount. I would not be writing this review had she apologized to my face! Scott said that they had remodeled last year and were still finding problems with the resort. He also said he put a ticket into engineering to get these items fixed.
Our friend had a problem with items being put on their room that they didn’t feel should have been charged to their room. And the front desk lady said to her that morning, “oh I see that you have the veterans discount.” Again I’m not sure what the veterans discount have to deal with extra charges put on their room that shouldn’t be put on the room. We stayed from Sunday, June 6 to Sunday, June 13. During that time not one thing was fixed in our room. And I actually went and had another conversation with the manager under Scott. I asked her why nothing was done regarding what my husband spoke to Scott about. Because there were three days in between when she rudely spoke about the veteran discount to me and when she rudely spoke to my friend about the veteran discount.Hilton showed their true colors by doing nothing and By doing nothing it leads me to believe that they do not respect military veterans. They do not care about making the room safe for their guest. They just do not care.
Our front door had a huge gap along the bottom and the bottom left-hand side. We had an adjoining door to our room to the room beside us and it was not sealed at all. When I tried to call the front desk at 4:30 in the morning because I kept getting woken up at 4:30 in the morning our phone didn’t work. And lastly, the ceiling fan light would turn on and off all throughout the night.
My husband called Scott, the general manager, to discuss all of the above problems that we were having. Of course he made an excuse and apologized and took money off our room. What he failed to realize was that it wasn’t about the money. At this point it was about how we were treated because we had a veterans discount. I would not be writing this review had she apologized to my face! Scott said that they had remodeled last year and were still finding problems with the resort. He also said he put a ticket into engineering to get these items fixed.
Our friend had a problem with items being put on their room that they didn’t feel should have been charged to their room. And the front desk lady said to her that morning, “oh I see that you have the veterans discount.” Again I’m not sure what the veterans discount have to deal with extra charges put on their room that shouldn’t be put on the room. We stayed from Sunday, June 6 to Sunday, June 13. During that time not one thing was fixed in our room. And I actually went and had another conversation with the manager under Scott. I asked her why nothing was done regarding what my husband spoke to Scott about. Because there were three days in between when she rudely spoke about the veteran discount to me and when she rudely spoke to my friend about the veteran discount.Hilton showed their true colors by doing nothing and By doing nothing it leads me to believe that they do not respect military veterans. They do not care about making the room safe for their guest. They just do not care.
Read more
Read less
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Responded Jun 21, 2021
Dear Pelo4Vaca,
We appreciate you taking the time to send us a detailed review. We are very concerned that your time was marked with inconveniences and are truly sorry for that. You should expect nothing but seamless service and high levels of luxury when you choose us and we apologize for not measuring up. We have shared your comments with the team for corrective measures.
Should you choose to stay with us again we hope to make up for the shortcomings and treat you to a truer Hilton level of hospitality at The Reach.
Sincerely,
Management Team
We appreciate you taking the time to send us a detailed review. We are very concerned that your time was marked with inconveniences and are truly sorry for that. You should expect nothing but seamless service and high levels of luxury when you choose us and we apologize for not measuring up. We have shared your comments with the team for corrective measures.
Should you choose to stay with us again we hope to make up for the shortcomings and treat you to a truer Hilton level of hospitality at The Reach.
Sincerely,
Management Team
Read more
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
A lovely room with loads of space. Separate seating area and a huge shower. Wardrobe is in the large bathroom which is slightly disconcerting, especially as there was plenty of space in the vestibule area for one.
Staff friendly & helpful throughout.
Food in the restaurant at breakfast was tasty and plentiful.
Easy walking to everywhere.
Shop is well stocked with souvenirs & essentials.
Beach is lovely, pool looked nice.
This hotel is a bit of a maze so the quickest route was through the pool area but that closed at sunset,
A lift was out of order one day but there was only signage at the bottom so people were waiting a long time upstairs for it to come. Last day we had to haul our luggage quite a way to the other lift.
Parking is compulsory valet parking.
Air con was so cold & loud we had to turn it off one night as my husband couldn’t sleep. Then I couldn’t sleep. You can’t adjust the fan settings or temperatures it’s just on or off.
Staff friendly & helpful throughout.
Food in the restaurant at breakfast was tasty and plentiful.
Easy walking to everywhere.
Shop is well stocked with souvenirs & essentials.
Beach is lovely, pool looked nice.
This hotel is a bit of a maze so the quickest route was through the pool area but that closed at sunset,
A lift was out of order one day but there was only signage at the bottom so people were waiting a long time upstairs for it to come. Last day we had to haul our luggage quite a way to the other lift.
Parking is compulsory valet parking.
Air con was so cold & loud we had to turn it off one night as my husband couldn’t sleep. Then I couldn’t sleep. You can’t adjust the fan settings or temperatures it’s just on or off.
Read more
Read less
Value
Location
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Responded Jul 25, 2023
Dear Sassilia,
Thank you for taking the time to share your thoughts. We are so happy to hear you had a lovely beach vacation during your time in Key West and that our staff treated you to friendly service. We hope to see you again in the future.
Thank you for taking the time to share your thoughts. We are so happy to hear you had a lovely beach vacation during your time in Key West and that our staff treated you to friendly service. We hope to see you again in the future.
Read more
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We just checked out of this hotel after three nights. My husband is a diamond member and we have stayed at quite a few Curio properties before. To say this was the least impressive Curio property we have been to is an understatement.
To start, what we really liked about the property was the pool and pool bar. This hotel also has an ocean view which was as promised and definitely the only reason we didn’t give it 1 or 2 stars. The staff at the pool and pool bar are great and over delivered.
What we were very disappointed by:
1. Twice we called for laundry service (towels and a trash bag for laundry) and both times no one showed up. We ended up calling back after over an hour and finally had towels delivered. And one more time no one even answered.
2. The overall service here is not even close to what you would expect at a hotel this expensive.
3. Our suite was ehh, honestly, I can’t even imagine how small the regular rooms must be.
4. There is no washer and dryer, very strange.
5. The breakfast food at Four Marlins is average at best, especially given how many great restaurants are in Key West.
6. The lack of options on the breakfast menu is also a bit underwhelming.
7. The whole feel of the property (except the bar and restaurant) is just not up to par, and it could really use a facelift.
8. The fifth floor needs some serious attention, it’s almost as if it was an afterthought.
Had we paid $$ for this stay and not used points, I’d be asking for some type of credit for sure. We would highly suggest staying elsewhere. If you go, then don’t go in expecting “Curio” level service, keep your expectations low.
To start, what we really liked about the property was the pool and pool bar. This hotel also has an ocean view which was as promised and definitely the only reason we didn’t give it 1 or 2 stars. The staff at the pool and pool bar are great and over delivered.
What we were very disappointed by:
1. Twice we called for laundry service (towels and a trash bag for laundry) and both times no one showed up. We ended up calling back after over an hour and finally had towels delivered. And one more time no one even answered.
2. The overall service here is not even close to what you would expect at a hotel this expensive.
3. Our suite was ehh, honestly, I can’t even imagine how small the regular rooms must be.
4. There is no washer and dryer, very strange.
5. The breakfast food at Four Marlins is average at best, especially given how many great restaurants are in Key West.
6. The lack of options on the breakfast menu is also a bit underwhelming.
7. The whole feel of the property (except the bar and restaurant) is just not up to par, and it could really use a facelift.
8. The fifth floor needs some serious attention, it’s almost as if it was an afterthought.
Had we paid $$ for this stay and not used points, I’d be asking for some type of credit for sure. We would highly suggest staying elsewhere. If you go, then don’t go in expecting “Curio” level service, keep your expectations low.
Read more
Read less
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Responded Sep 8, 2020
Dear Crystal C,
Thank you for your thorough review. As a Diamond member of Curio Collection by Hilton, you are aware of the high standards we hold ourselves to and guest satisfaction is extremely important to us. That being said, we are disappointed to hear we fell short in many areas of your visit to The Reach, Key West, including our service, dining options, and hotel maintenance. We will certainly take your feedback into consideration as we work to improve our resort and hope to welcome you back for a more positive experience in the future. We value your feedback greatly—please do not hesitate to reach out to us should you wish to address your concerns further.
Sincerely,
Taj Bhandal
Complex Director
Thank you for your thorough review. As a Diamond member of Curio Collection by Hilton, you are aware of the high standards we hold ourselves to and guest satisfaction is extremely important to us. That being said, we are disappointed to hear we fell short in many areas of your visit to The Reach, Key West, including our service, dining options, and hotel maintenance. We will certainly take your feedback into consideration as we work to improve our resort and hope to welcome you back for a more positive experience in the future. We value your feedback greatly—please do not hesitate to reach out to us should you wish to address your concerns further.
Sincerely,
Taj Bhandal
Complex Director
Read more
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
…
Questions & answers about the poolRead all questions and answers
Ask a question
Not sure. Definitely give the hotel a call and ask. Water was very nice temperature when we were there. Sorry I couldn’t give you an answer
The gate to the pool was open 24 hours. I didn't see a sign there saying it closed at any certain time.
I know there normally is, and beach side too, but Covid has everything upside down. Best to call.
No you do not need a mask. Some people had them while walking around.
It was totally normal when I was there. Excellent food and environment.