We booked our hotel reservations well in advance for our February vacation. 3 days before arriving to the hotel, we received an email informing us that we were given 1 king size bed. Considering we made our reservations for 2 adults and 2 children, this was obviously not going to work for us. After a few exchanges of emails, we were again informed that we will have 2 queen size beds in the room and that our problem was fixed. We also had requested an ocean view which we were told was also included in the room.
Coming from Connecticut and changing 2 plans, we arrived to Miami around dinner. After receiving our rented car and driving out to Key West, our children got hungry. So we made a quick stop to eat. Considering it was late at night, my husband called the hotel from Key Largo (where we stopped to eat) which is about 1.5 hours away by car, to let them know that we were on our way and we would be there in less then 2 hours. The person on the other side confirmed our rooms and said everything was fine.
Finally we arrived with our 2 children and tons of luggage to the Casa Maria at about 11.30 at night, extremly tired and fatigued from a long day of traveling.
What are we told?? ... "We gave your room to another family, sorry we are completely full, we do not have a room for you" !!!??? We were confused at first and angry later on. After a long argument with the person behind the desk, he decided to give us someone else's room who was no show so far. The room they gave us was over looking a parking lot and 2 full size beds rather then queen.
I was extremely disappointed with the treatment we got from a 4 star hotel. If we had not called 2 hours before, if we had not emailed each other 3 days before, maybe I can understand why they may feel the need to give our room to another family. BUT I certainly do not understand why would they choose to do that to us after so many notices and communications with the hotel staff?
I know airlines over book, but I never knew hotels do the same. I felt treated really badly and would advice anyone to watch out for a similar mix ups.
We love traveling as a family and to be honest, we NEVER had this type of problem any where in the US or else where in the world. This is a first for us!
I gave them 3 stars because this hotel has many fun activities for the children, which our twins enjoyed very much. Otherwise they deserve a 2 star!
- Official Description (provided by the hotel):
- This Mediterranean-inspired hotel sits on a 1,100-foot private beach a mile from Duval Street. Our historic beachfront resort combines 1920s ambiance with a chic, contemporary flair, features sophisticated accommodations, complete with LCD televisions, iPod docking stations, and an in-room espresso, coffee, and tea maker. Amenities include: two tropical pools, water-sports activities, spa services, poolside cabanas, Sun/Sun Bar & Grill serving breakfast, lunch, and dinner, and The Lobby Lounge for tapas and libations. ... more less
- Reservation Options:
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- Also Known As:
- Casa Marina, a Waldorf Astoria Hotel Key West
- Waldorf Astoria Key West
- The Waldorf Astoria Collection
- Casa Marina Resort Key West
- Casa Marina Key West