I have seen many confusing reviews on this hotel. To start with it is a beatiful 102 year old hotel! It shows some signs of its age as a beach side hotel... but keep reading! The staff is awesome! They not only were very accommodating but genuinely seems happy to help. The first night we were there our mini fridge was not working correctly. Less than 5 minutes after reporting it they brought and installed a new one. Sat down at the beach or pool each morning and they brought towel covers for the loungers as well as a beach towel. Within minutes we had a server asking what they could get us to drink..... you know in the afternoon. Breakfast was exceptional. All around a great hotel with watersports, bike and scooter rentals right there next to the hotel! Suggest 100%
I was hesitant to book based on the reviews however, I am so glad we did not cancel or rebook to another hotel. I did not see any of the issues others have posted. It is like we stayed at 2 different resorts yet were there at the same time. I travel several times a year to "top resorts”, and I would rank this among my favorites. Yes, it is in need of some renovations I was informed by the front staff when I made my reservations, they would start renovating in the near future, so I was well-informed. The furniture is a little outdated it was not scratched and it was very sturdy and clean. Bedding was new and clean. Our room was immaculate we did not have any mold. The porch furniture as in many resorts close to the ocean has some wear and tear but again not an issue for us. There were 3 of us and all of us loved our experience at Casa Marina. There is sargassum seaweed washing ashore at all of Key West right now. I watched off my balcony as a machine was vacuuming it up every morning. There was very little of it. We sit on the beach, and it was not an issue. However, we did not get in the ocean there were rocks at the entrance, but we were told there was a beach in short walking distance we could get in. Yes, the pier is damaged but there are two on either side of the resort. The outdoor was well kept and beautifully landscaped. I cannot say enough good things about the staff. When we made our reservation, we had a health care hero discount. When we checked in due to my Hilton Honors status, we were upgraded to a 2-bedroom suite facing the ocean. Anything we needed or questions we had were immediately addressed. Travis is wonderful and I wish I could recall the bellman's name who made sure we were taken care. At the pool before you could even sit down the pool staff were there quickly to apply pool covers and give us towels. They also brought around ice water. Housekeeping was quick to respond to our needs. They have resturants on site. The pool bar/resturant is open late I believe until close to 10 we only ate there was, and it was great. We ordered breakfast from DoorDash and ate breakfast in our room. The hotel is a short ride-share cab ride to downtown. Love the location. We stayed in room 3018. If you do plan to go, ask for the new wing of the resort also realize it is an old historic resort built over 100 years ago the bathrooms are large enough, but they are not huge like at some of the newer facilities. We had an in room safe, robes, and umbrella. Our room had a mini-frig the only complaint if you call it that was, we would have liked a microwave in our room. If in room luxury is a criterion, you may want to wait until they finish renovations. I cannot wait to go back, and this will be the first hotel I will try to make reservations.…
The staff was very helpful, very clean. Food was excellent. Meeting room worked out great. The grounds were very well taken care of and very clean. Room was clean, my view was the top of a roof but the hotel does have balcony rooms that over look the pool and ocean. Would stay again!
I really expected better with this stay, room was not restocked with basic supplies when cleaned, even after we approved every 2 day service, had to continually ask for coffee creamer, cups, soap etc, the fridge wasnt working & had to be replaced, the bathroom sink water would not get cold- not drinkable. The cafe & restaurant food was very high. The 2 pier's on the property were closed and not usable. The front desk would not answer most of the time when I called. The excess seaweed was not removed at all from the beach during an 8 day stay. No info on Room service options in room, had a pizza delivered at the front desk and wasn't notified at all.
Hotel is totally run-down. When entering the Hotel there is an omnipresent musty smell. Our first room was right beside a major generator - which made the walls vibrate. Second room we got was away from the generator but with an odd floor. Room minibar‘s are empty and room / guest services / front desk does not answer. Overall, stay away from this hotel…beyond the point of saving…
We made a 3 day reservation at Casa Marina and upgraded to an ocean view room. We arrived around midnight as our flight was cancelled in ft lauderdale so we had to drive to the hotel. We were greeted in the lobby with a man shirtless, with his pants halfway down his behind with his underwear hanging out. We checked in and the hallway carpet was stained and very dirty and old. We got to our room and the bed took up most of the room. There was one old window at an angle that had been repainted over many times and was moldy at the top, and the view was of an old chipped painted wall and no water view. We complained to the front desk and they were rude but moved us to another room. It was a little bigger, and had two old moldy windows that also looked over at a wall and you could see some water through some trees. The room itself was dirty, and outdated, and the liquid conditioner and the body wash in the dirty grouted shower did not work. We checked out the next morning and booked in another hotel for 170.00 less a night with 6 swiming pools, a balcony, a true water view and an updated immaculate room. As I said I cannot believe Hilton Curio would put their name on a property like this!!! Very disappointing! I notified Hilton requesting our money back!! By the way to get to this hotel you pass by adult sex stores, massage parlors and strip joints! Lovely !! The hotel is a ways from the downtown area, too.…
We come to key west 2-3x each year.. we live in California but absolutely love the vibe of the keys. We have always stayed at the marker in key west which is clean and crisp and new.. (still is, we love it there) but decided to switch it up which was a HUGE mistake! First of all, we drive a Mercedes’ Benz all the way from Palm Springs and this hotel offers NO indoor or covered valet. Ok, cool. Not a huge deal. We don’t mind that rotten egg smell in the air.. but it’s noticeable especially when you go to other areas of the island and realize it’s predominately at this hotel. Ok, cool. Now, checking in.. the lobby is nice if you like the older New York brownstone kinda look. We appreciate this look so the brown wood and furniture doesn’t bother us. The front lobby and pool landscaping will absolutely fool you though compared to the rooms. Our room wasn’t ready so we had to wait for 2 hours which was fine we got some free drink tickets to makeup for the delay. Cool w/ me. Ok so.. The elevators are super slow and tiny.. cannot even fit a bellhop cart so everyone literally walks up and down to their room with their luggage. Whew.. when you get up to that floor you start to smell the moist, musty carpet that reeks of sweat and dirt. My shoes were squishing the water in the carpet. Our room is on the 2nd floor and has a balcony and still musty and sweaty. No USB charging ports, everything is old. Old. Old. Balcony view is nice but if you don’t pay $1,000 per night and have one you’re gonna be upset. Breakfast is cool but only pork meat Products.. we don’t eat pork. So. I work remotely and the wifi doesn’t work AT ALL. I use brand new iPhones and MacBooks.. The cellular service is so bad I couldn’t work at all.. could barely send a text or make a phone call. That was major because it literally doesn’t connect. We ordered food to the room and the hotel staff refuses to clean it up. The front desk especially the ladies down there provide HORRIBLE service. They need to be fired. They don’t know simple things like.. wifi insight, hours of the restaurants on the property. I asked for an in room menu she said “look online”.. GIRL. THE. WIFI. DOESN'T. WORK. NO SERVICE! I’ve worked in so many restaurants and management positions in chicago.. these women suck! Lazy. Lazy. Lazy. The only good service is the woman who books excursions/scooters and the pool staff guys who setup towels by the pool. They were awesome! Don’t get me started on the one bartender at the pool/no Barbacks, 1 hour wait for a drink at the bar. It totally was not her fault- issue of management. Back to the trash.. We asked repeatedly for the trash to be removed. Girl don’t you ever tell me this ain’t ya job to remove the trash that’s been sitting for 30 hours all day yesterday, overnight, and all day today in front of my door. I speak to the general manager about this of course she says the same thing.. she’s gonna get someone to clean it. 3 more hours go by, housekeeping passes it by.. finally someone comes to remove it. Everything is just sooo old. Nothing is truly clean. The front desk staff is HORRIBLE. I am ok with the small not updated bathroom, I’m cool with the bare minimal amenities offered in the room (cheap water, no snacks offered, no laundry bags, old towels, bed sits in an aluminum frame.. lol) but sheesh the wifi and the mustiness and the old carpet and HORRIBLE SERVICE. Do yourself a favor and go somewhere else.. not worth it at all! We spent $1000 per night!! Leaving early off to the marker!…
I booked a two night stay at Casa Marina for the end of August 2022 and on July 26, 2022, I canceled it (the very next morning) after having read all the bad reviews. It was a five day cancellation requirement. So I was clearly within that time frame. The hotel charged the entire two night stay to my American Express despite my cancellation. I called Hilton‘s customer service who contacted the resort and the resort said they would credit it back to me in 10 days. What a rip off! I canceled within 24 hours and yet they charged my American Express the full amount. It wasn’t a pending charge. It was a full charge that I now have to wait 10 days before I get a credit and it ties up my American Express.
The room was very dirty. The bathroom floor had a dead bug, dirt and an old hairpin near the tub. The vents had a thick layer of dust. The lamp shades were stained. The hotel overall was in disrepair. I would not recommend staying here.
What a disappointment! We were looking forward to returning to Casa Marina Key West after so many years and were so surprised on how rundown the hotel has gotten. We paid over $400 per night (not including extra fees and taxes for a total of over $650 per nite) for a rundown room with bugs, uncomfortable bed, and faulty A/C. Ended up checking out after 1 night and then charged two weeks later for an additional $150 for an early departure fee that was not communicated verbally or in writing prior to our check out. And that famous beach that they like to advertise - it’s so rocky you can’t get in it. The beach located on their sister hotel The Reach had so much seaweed that it was also unusable. Never again! Stay away from Casa Marina!
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