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“Staff not polite or accomodating”

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DoubleTree by Hilton Hotel Grand Key Resort - Key West
Ranked #33 of 51 Hotels in Key West
Certificate of Excellence
GreenLeadersBronze level
Reviewed June 16, 2013

I usually prefer to stay at a Hilton due to mainly the customer service. I am sorry I can not say the same of this location... unfortunately I will no longer stay at a HIlton due to the experience at this hotel. Upon checkin, I guess I was invisible, because the clerk took 2 people that had walked up after me as if I was not standing there. Her co-worker acknowledge it and apologized on her behalf. I was advised of ocean view or pool view on the sight I booked on which there is no ocean view I was advised by the clerk. He said he would do the best he can to accomodate me. I get to room its a view of a parking lot. I immediately went back to checkin, again the same clerk who ignored me the first time, did it again. She took a woman who just walked up, as I had not been standing there for ten minutes while she worked with her previous customer. I again just shook it and requested a pool view. She advised me had nothing more available , that she had just given out last pool view. I asked why previous rep would not have given me a pool view if it had not been available than, she blew that off by saying it was not available than although she had just said her previous customer got the last room. SHE ALSO ADVISED ME THAT I SHOULD NOT HAVE BOOKED ONLINE I SHOULD HAVE BOOKED DIRECTLY THROUGH THE HOTEL AND THEY WOULD HAVE GIVEN ME CORRECT INFORMATION!!!! BUT AGAIN THERE WAS NOT OTHER ROOM TO OFFER ME...AS I AM LEAVING I HEAR HER TELL THE NEXT CUSTOMER WE DO NOT HAVE YOUR REQUESTED ROOM SO I WILL HAVE TO UPGRADE YOU TO A SUITE... SO MUCH FOR THE HILTON, I HAVE TO ASSUME AFTER BEING IGNORED BY THE SAME CLERK TWICE IN A ROW, AND THEAN BEING TOLD BASICALLY IT WAS MY PROBLEM BECAUSE I DID NOT BOOK DIRECTLY WITH THE HOTEL, BUT THE WOMAN AFTER ME GETS AN UPGRADE... I MUST ASSUME MY SKIN WAS THE WRONG COLOR FOR ANYONE AT THIS RESORT TO CARE... IN ALL FAIRNESS I HAVE STAYED AT MANY HILTONS IN THE PAST AND NEVER FELT LIKE I WAS TREATED SO POORLY BUT DUE TO THIS ONCE EXPERIENCE I WILL TAKE MY BUSINESS ELSEWHERE

  • Stayed: June 2013, traveled as a couple
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3  Thank 13FLORIDATRAVEL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WeCareInKeyWest, Public Relations Manager at DoubleTree by Hilton Hotel Grand Key Resort - Key West, responded to this reviewResponded June 17, 2013

This is not the way we treat our guests. Please call the hotel directly at 305-293-1818 and ask for Don.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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2,049 - 2,055 of 3,810 reviews

Reviewed June 16, 2013

I recommend this hotel for all the great services they offer, location is excellent, food is great, fitness center available, every time I got to Key West this is the hotel I have chosen for the las 4 years, the cookies are excellent

  • Stayed: June 2013, traveled on business
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Review collected in partnership with DoubleTree by Hilton
1  Thank Jorge C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 14, 2013

I went to Key West for a long girls weekend. I stayed at the Doubletree to be away from the noise of Duval. The staff was kind and friendly. I was pleased with shuttle service to and from Duval Street. I was pleased with shuttle service to and from the airport. The Tiki Bat the hotel was a blast. The pool is huge and relaxing. I would recommend this hotel for anyone traveling to Key West!

  • Stayed: June 2013, traveled with friends
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Review collected in partnership with DoubleTree by Hilton
Thank Kim B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 13, 2013

We just finished another great visit to the Doubletree in Key West. We had a wonderful time, enjoying the pool, the outdoor bar and the breakfast buffet. The staff is so friendly. The service is the best, especially in the dining room for the breakfast buffet. We look forward to another visit there in the future.

  • Stayed: June 2013, traveled with friends
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Review collected in partnership with DoubleTree by Hilton
1  Thank Eileen__47__67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 11, 2013

The Doubletree in Key West was overall a nice experience. The hotel shuttle will transport you from the airport to the hotel. The shuttle will also transport you to the Tourist hot spot which is "Duva"l Street. This is a bonus, since parking is such a hassle. The beach is a mile away and is easy to reach by taxi. In comparison to other hotels rates, this hotel was cheaper and I would with out a doubt would stay there again. The room was very nice and comfortable. Don't forget to try the Key West Key Lime Pie ( there is a number of places on Duval Street) it is worth the trip!

  • Stayed: April 2013, traveled with family
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Thank Stephany777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 8, 2013

We had to wait over two hours for them to get our room ready. We had a balcony room that over looked a construction area and both me and my wife got wicked food poisoning at the hotel restaurant. The worst hotel I have ever stayed at, I wouldn't go back if they payed me.

Room Tip: Stay somewhere else
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  • Stayed: July 2012, traveled as a couple
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3  Thank Old_Porsche_Guy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed June 8, 2013

Hotel would do great with a new GM. The majority of the staff does a great job especially the food staff. Overall the hotel is in a good location and I would say that the hotel is in good shape and if not for the GM's lack of professionalism the trip would have been good. My rating is off due to this issue but overall this is one of the better hotels in Key West.

  • Stayed: June 2013, traveled with family
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Review collected in partnership with DoubleTree by Hilton
Thank John H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about DoubleTree by Hilton Hotel Grand Key Resort - Key West

Address: 3990 S Roosevelt Blvd, Key West, FL 33040-5204
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 Airport Transportation
Hotel Style:
#4 Green Hotel in Key West
#10 Top resorts Hotel in Key West
Price Range: $258 - $467 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — DoubleTree by Hilton Hotel Grand Key Resort - Key West 3.5*
Number of rooms: 216
Official Description (provided by the hotel):
Welcome to DoubleTree by Hilton Hotel Grand Key Resort - Key West, where a friendly staff member is waiting to welcome you with our famous token of hospitality - a freshly baked chocolate chip cookie. Our newly renovated full service resort welcomes vacationers and business travelers alike to enjoy the best our island has to offer. Relax in luxury at our first-class Key West, Florida resort. DoubleTree by Hilton Hotel Grand Key Resort - Key West is the ideal destination for your stay in the Florida Keys. Tropical gardens and a beautiful zero entry pool offer the perfect setting to enjoy America's Caribbean. Sip on a refreshing cocktail from our outdoor Tiki Bar. If your visit calls for business or a special event, the Grand Key Resort features venues and conference facilities for up to 300. Stay at our Key West, Florida resort, just one mile from Key West International Airport. Highlights •Shuttle service to and from the Key West International Airport and the downtown Duval area •Beautiful zero entry pool with cabanas and extensive decks for relaxing and sunbathing •Complimentary WiFi •Full-service Palm Haven Restaurant and poolside Tiki Bar •7,000 sq. ft. of indoor meeting space and outdoor event venues ... more   less 
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Also Known As:
Doubletree Grand Key Hotel Key West
Doubletree Grand Key Resort

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