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“WORST EXPERIENCE OF MY LIFE THUS FAR”

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Sheraton Suites Key West
Ranked #34 of 51 Hotels in Key West
Certificate of Excellence
Gainesville, Florida
1 review
common_n_hotel_reviews_1bd8 7 helpful votes
“WORST EXPERIENCE OF MY LIFE THUS FAR”
1 of 5 bubbles Reviewed March 14, 2014

- upon arrival, we discovered there were already individuals checked into our room which was terrifying to say the least
- there were tiny ant-sized bugs that ran rampant throughout the room and even were inside the refrigerator
- it just so happened to be college Spring Break that week, and so the maintenance staff refused to clean our room for the entire week and instead presented us with two large trash bags to do the cleaning on our own.
- the beds were not made, the bathrooms not cleaned, despite having paid $500 per night
- we were forced to wear wristbands along with the college Spring Breakers which we were told that if we lost them, we would not be allowed access back to the hotel as they were non-refundable and non-replaceable
- the front desk staff is very rude, sarcastic, and incompetent beyond belief
- Mike, the ever-referenced manager, does not seem to actually exist or manage much of anything... he is allegedly out of town for Spring Break but it really just depends who you ask
- We were overcharged by a few hundred dollars and have been calling for the past week to discuss the fraudulent charges however the only person able to discuss this is Mike, who is unable to be reached...
- As a Starwood member I expected much more
- I would NEVER recommend staying at this resort, especially for the price and the terrible service

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
7 Thank Morgan2255
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 31, 2014
Dear Guest:

Thank you for taking the time to review our hotel. It is regrettable to hear that your stay with us did not meet your expectations. All reviews are passed along to the staff for improvement purposes. The Sheraton Suites is a popular hotel for spring breakers because of our location across the street from the beach. To protect the safety of our guests and since the majority of our guests during this time are spring breakers, we do require room waivers to be signed and every guest to wear a wrist band identifying themselves as guests staying on property. Our spring break policies are listed on our website as well as on the pre-stay letters. Mike DeVault is the Controller at the Sheraton and is your contact person regarding the charges on your bill. He can be reached at 305.292.9800.

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.
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2,254 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (388)
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English first
Toronto, Canada
Level Contributor
70 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
4 of 5 bubbles Reviewed March 11, 2014

No complaints. Everything worked fine.
The pool area was very nice and relaxing, with a nice burger bar at reasonable prices.
Not too many kids in the pool are which helped us relax there for the weekend.
The shuttle to the Marina is definitely helpful.

I highly recommend and I would definitely go back.

Room Tip: ask for upgrade to "Oceanfront"
See more room tips
  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank ManofTastes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Owner at Sheraton Suites Key West, responded to this review, March 17, 2014
Dear Guest:

Thank you for your review. We look forward to welcoming you back in the future.

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.
Toronto, Canada
Level Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
5 of 5 bubbles Reviewed March 10, 2014

We were here for two nights, checked. Great from the start, We arrived early, went to the pool and had a nice barbecue lunch, music started playing...we were on vacation. When we got our room, it was spacious, modern, super clean king suite overlooking the pool. This was fantastic as our daugher loves swimming. The staff were always professional and curtious. Bkfst buffet was excallent too. The best way to judge a place is how they deal when issues arise. There was a mix up with the shuttle service and we were dropped off at a location other than the normal pick up point. When we called the hotel they rushed over a taxi but more than that the next day I learned from the manager that they had worked on understanding and resolving the issue for future guests. A place that looks to improve when they are already great is really where I want to stay. Highly recommended!

  • Stayed March 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Lovetotravelca2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 12, 2014
Dear Guest:

Thank you for this positive review. It is always great to hear that our guests enjoy themselves during their travels.

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.
Monroe, Louisiana
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
4 of 5 bubbles Reviewed March 9, 2014

Nice location away from downtown. Hotel provides free shuttle vans day and night to downtown, however. Nice feature as parking is at a premium. Beach is directly across the street. Bright roomy suite, well maintained.

  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Jayadams81
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 12, 2014
Dear Guest:

Thank you for your review. We look forward to welcoming you back in the future.

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.
Regina, Canada
Level Contributor
21 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 21 helpful votes
4 of 5 bubbles Reviewed March 9, 2014

We stayed here for 1 night in February 2014. There was a bit of a mix-up with our on-line booking and as a result they only received a 1 night reservation. Because the hotel was full they made the extra effort to book a room for us at the Westin for the subsequent night, which was appreciated.

It's a very nice property, and the suites are spacious and comfortable. Not luxurious, but decent.

Stayed February 2014, traveled as a couple
Helpful?
Thank LHubich
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 12, 2014
Dear Guest:

Thank you for your review. We are glad to hear you enjoyed your night at the Sheraton Suites and that the staff was able to make arrangements for you at the Westin for the remainder of your stay in Key West.

Sincerely,

Lourdes Torbisco
Marketing Director
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Seattle
Level Contributor
41 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed March 8, 2014

We stayed at the Sheraton with our younger son. The suite was roomy and had plenty of space for my husband, son and I to spread out. We overlooked the parking lot but it was still quiet. I usually sleep with ear plugs but I didn't really need to. Beds and pillows were comfortable.The room smelled a little musty when we entered, but we just opened the windows and a nice breeze made everything fresh. (they also sent up an air purifier but it wasn't necessary). My son enjoyed the pool - especially the waterfall. We ate the breakfast buffet every morning. It had good variety and everything was fresh and wasn't too expensive. The resident iguana was sunning itself on the dining deck in the mornings; it was fun to watch. The staff was friendly and accommodating. I'm glad we stayed at the Sheraton because it was farther away from the main waterfront area and farther away from the noise. Yet we could walk across the street to the beach or walk down the beach to the Southernmost tip of the US. The shuttle to the downtown was convenient although we sometimes wished we didn't have to rely on the shuttle to get back and forth.

  • Stayed February 2014, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Joan K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 12, 2014
Dear Guest:

Thank you for taking the time to write this review. We are glad to hear you enjoyed your stay and look forward to welcoming you back in the future!

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.
Woodstock, Vermont
Level Contributor
291 reviews
109 hotel reviews
common_n_hotel_reviews_1bd8 463 helpful votes
4 of 5 bubbles Reviewed March 5, 2014

The Sheraton offers very good value in Key West specially when one books ahead. Being an SPG member we had a room upgrade, and the room was spacious overlooking a courtyard and we were blissfully quiet, slept like logs in a great bed with ultra the quiet air conditioning. If only the Azul B & B could have replicated this!

The pool on the property is small and if you had a few family groups there, they tended to dominate the place and hog the sun loungers, but one could find quiet courtyards to sit in or go across the road to the beach. Parking was easy.

The resort fee did seem a little over ambitious, minor observation for instance we only had one robe in our room, and whilst the hotel bus would shuttle you into town, most folks didn't seem to use it...so basically it was for bottle water and small extras. Why not put $10 on the room price and offer the shuttle bus for $1 or $2 voucher each way.....then one could choose the bits one wanted to purchase.

We didn't notice noisy bedroom doors...for which we were truly thankful! Why oh why do some hotels fail with this and more importantly why are some travellers so inconsiderate when they allow them to slam?

We would visit the hotel again and found the staff to be efficient, friendly and our breakfast foods were tasty and fair value for money..and you can get a QUIET room so ask for the top floor.

  • Stayed February 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Davidbignose!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonKeyWest, Manager at Sheraton Suites Key West, responded to this review, March 12, 2014
Dear Guest:

Thank you for taking the time to write this review. We are delighted to hear you enjoyed your stay with us. The Resort Charge covers the following: Self-parking for one vehicle, shuttle service to downtown from 8:30am to 12am, High Speed Internet Access, unlimited local and 1-800 telephone calls, lobby refreshments, including Starbucks® brewed coffee in the morning, and virgin Mojitos and fresh-baked cookies in the afternoon, bottled water replenished daily (based on usage), in-room umbrella for use during rain, bathrobes and matching slippers in all guest rooms, pool towels for all watersports adventures as needed, poolside refreshments daily, including fresh-blended fruit smoothies, popsicles, and iced cool towels, free children’s menu options at Coral Crab Café for kids 5 and under (one free meal per paying adult) and an assortment of Key West coupons. Thanks again for your review and we look forward to welcoming you back in the future.

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.
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Additional Information about Sheraton Suites Key West

Property: Sheraton Suites Key West
Address: 2001 South Roosevelt Boulevard, Key West, FL 33040-5243
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 ) Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #34 of 51 Hotels in Key West
Price Range (Based on Average Rates): $$$
Hotel Class:3.5 star — Sheraton Suites Key West 3.5*
Number of rooms: 184
Official Description (provided by the hotel):
Located in the heart of Key West and steps away from Smathers Beach, Sheraton Suites Key West is a beachside hotel that captures the true essence of tropical relaxation. Join in the nightly Sunset Celebration, lounge by the lagoon-style pool, or let us arrange for you to sample one of the many watersports available. After a day of friends, family or business, there is one more thing to savor: the warm island welcome of our Sheraton Suites. ... more   less 
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Also Known As:
Sheraton Suites Key West Hotel Key West
Sheraton Hotel Key West
Sheraton Key West
Key West Sheraton

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