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“A bit of a let down”

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Casa Marina, A Waldorf Astoria Resort
Ranked #41 of 51 Hotels in Key West
Oslo, Norway
Level 6 Contributor
281 reviews
118 hotel reviews
common_n_hotel_reviews_1bd8 132 helpful votes
“A bit of a let down”
Reviewed August 2, 2013

We assumed this would be the best place in Key West, and were probably right, but felt let down anyway. The location is excellent and the facilities are solid including its own dock for pick up (if you have a charter for Fishing). You have to realise that as most other places in the Keys the beach is limited and you have to be careful where you step. As this is Hiltons top end brand we expected them to surpass themselves however came out disappointed; Rooms are comfortable but relatively small, amenities and fixtures are similar to those found in most standard Hilton hotels, no Minibar service (you have buy what you want in their shop and bring it up), the restaurants are adequate but service is only standard and the only offering is outside meal service at lunch, with plastic glasses and fast food style plate service does not cut it. This was the busy season and I understand the hotel was full, but the pools were under dimensioned for the number of guest and pool service (chairs etc) was almost non-existent (although you pay additional for this with the so called resort charge). I think we will try one of the smaller less commercial hotels next time we are in Key West, and will clearly stick to Four Seasons, Ritz Carlton and St Regis when we need a upscale hotel (New York being the exception).

  • Stayed August 2013, traveled with family
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Helpful?
2 Thank EKnive
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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English first
Tampa, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 2, 2013

The Waldorf Astoria in Key West is an absolutely stunning property! My husband and I stayed in room 110 which has a furnished patio and we could walk right out our slider on to the beach. They have hammocks and spa services located right along the beach. It is a luxury hotel, but not stuffy. The staff maintained professionalism with the laid back Key West vibe we loved. I do not believe we could not have dreamt of a better getaway!

  • Stayed July 2013, traveled as a couple
    • Value
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Review collected in partnership with Waldorf Astoria

Helpful?
1 Thank Kristin R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Nijmegen, The Netherlands
Level 4 Contributor
32 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 42 helpful votes
Reviewed August 1, 2013 via mobile

As a traveller you expect a lot when you come to the Casa Marina, it being a Waldorf Astoria resort. What we found was a huge disappointment. The first room we were put in smelled awful; it was like a whole family of fungi had died in the air-conditioning. We were then put on the fourth floor, where there was no Internet connection. Meanwhile we had been to the pool for a couple of hours, but don't expect any pool service. There is none. There are also too few lounge chairs around the two pools. As an alternative you can go to the 'beach', but unfortunately you can't get in the water because there is a reef and rocks. All in all a very disappointing experience. We won't be staying here again.

Stayed July 2013, traveled as a couple
Helpful?
1 Thank johan001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steve T, Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, August 10, 2013
Dear johan001,

We appreciate your review of your recent experience at our hotel. I can assure you that we're just as disappointed to hear that your stay was not up to our high expectations. In order for our guests' experience to be at its best, it is imperative that we stay one step ahead of our guests' needs. We have undertaken additional training exercises to improve our service delivery and hope you will return so we can deliver the flawless service experience you deserve.

Sincerely,

Steven Tresh
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
UK
Level 6 Contributor
152 reviews
143 hotel reviews
common_n_hotel_reviews_1bd8 359 helpful votes
Reviewed August 1, 2013

Good location for Duval street (40 minute walk to Mallory square) and located on a small beach.

With pleasant swimming pools and pool bar and restaurant the hotel has a good atmosphere. However; high standards are lacking, for example; stained pool loungers, and my room had a grubby terrace area. Nothing too horrendous but as someone unfamiliar until this stay with Hilton's Waldorf Astoria brand; I would not compare it favourably with my past experience of Four Seasons, Hyatt or Westin resorts. I obtained a reasobale room rate, so overall satisfied, but had I paid the higher rates that seemed typical, I would have been dissatisfied.

Rooms seem varied in size, style and certainly location, so take care when selecting.

This is a hotel that likes to tap your wallet at every turn; no self parking, the NY times automatically billed to your room 'resort charge, which although many guests will not want it, most like me will not want to be seen as petty and ask for the charge to be removed at check out. Hilton are you really that desperate for an extra $1 by sneakily 'forcing' purchase of newspapers?

The Casa Marina is another hotel that levies the dreaded and unpopular resort fee. An attempt is made to justify this with WiFi, a hit and miss turn down service and an in room Nespresso machine. Hoteliers; as the charge is not discretionary, like many others have mentioned on Tripadvisor, include it in the room charge. Obligatory add on charges are sneaky and seen as an attempt to disguise the true room rate. Include it in your rates, us guests are not idiots, we are capable of judging the value you have given, not feeling like we have been (as I overheard one fellow guest say) 'nickelled & dimed'.

Room Tip: Choose carefully, they seem to be varied in size, style and location.
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  • Stayed July 2013, traveled with family
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Helpful?
5 Thank OleDunk
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Tampa, United States
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed August 1, 2013

Overall stay was fine. Conference rooms had an A/C problem and were always hot. Prices for food and drinks were unreasonable after the price you pay for the rooms. I understand it is an older hotel but they could work on the little things to keep it cleaner. The room itself was very nice and met all our needs.

  • Stayed July 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
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Review collected in partnership with Waldorf Astoria

Helpful?
1 Thank Jeffrey P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Key Largo Florida
Level 2 Contributor
6 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
Reviewed July 31, 2013

Casa Marina , is definitely a classic hotel within Key West , To be in the top and maintained that position in the top 5 is not about luck , it must have all the elements to make it a Five start . In my opinion , Casa Marina is a Winner in the Overall / The hotel is gorgeous , The Staff is professional and accommodated - The food was good at the pool - the night outside restaurant was also great and our services by a gentleman from the Polynesia was excellent , Good wine , great atmosphere- The amenities - The Inside services was also excellent, front desk assistant very smoth and friendly - The room was perfect , great view , great size - ....Now there is always something that make it more special . in this particular trip - The best attention , the outstanding services , came from a employee name Paul who attended the main pool , he was so attentive with all the guess in the pool , He was pampering all of us - passing cold towel's , passing around a large metal container with fresh cucumber on ice for all guesses to refresh their eyes , then he went around serving lollipop , and just always attentive to all the people in the pool ....it was really out of the ordinary !!! Here is an employee that really makes every body feels like a million dollars and that is priceless , sure people will go back ...I will .........Ok one more thing .....the chickens .....I don't know why they are all over the ourdoor area , they are cute but when 5 of them end up in my balcony sleeping overnight ...it was a little bit out of the ordinary .....I did reported the front desk as the birds did a mess on the balcony and was not cool to see it .... I am not sure if the chicken are supposed to be a pretective specie or what , hope at least the Hotel can keep it out of the rooms and really out of the ammennities area ...but that is something unsuall that I am sure they will deal with it properly
Casa Marina is a Darling luxury , then relaxing place to have the best experience of what Key West is all about......SIncerely .. Isawitz

Room Tip: Room #124 ground floor / Great small but complete / with a little terrace overlooking at the beach...
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  • Stayed July 2013, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank isawitz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Christiansburg, VA, United States
Level 1 Contributor
1 review
Reviewed July 31, 2013

After reading some of the recent reviews, I wonder if the reviewers stayed at the same place we did last week! My fiance has stayed here numerous times over the years, but this was my first trip to Key West. It was perfect in every way!! One thing to keep in mind is that the Casa Marina is an historic property, almost 100 years old, a part of the rich history of Key West.

Our room was nice, comfortable, and clean. We didn't come down expecting the room to be anything other than a place to sleep and shower, nor did we come expecting our dollars to be paying for a ROOM. At Casa Marina, what you're paying for is the service, which was over the top during our stay.

We enjoyed a delicious breakfast our first morning with a beautiful view of the ocean. We spent every morning by the pool and every evening at the tables overlooking the ocean. The last two days we relaxed by the pool the entire day and let the Casa do its magic.

The staff was extremely attentive to us, setting us up with towels at lounge chairs under umbrellas, bringing us popsicles and ice water when we were melting, cleaning our sunglasses, bringing cool cucumbers for our eyes, and bringing chilled wash cloths to help us stay cool. We were pampered and spoiled every minute of our stay.

Most notable were Constantine and Austin who ensured our comfort by the pool and offered suggestions for places to visit during our stay, and Lisa who waited on us, bringing drinks and food at our whim. Every employee of the hotel, from the front desk to the housekeeping staff, was friendly and helpful. The turndown service at night was a nice touch.

We would recommend the Casa Marina to our pickiest friends, and we will definitely be back in the near future.

  • Stayed July 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SRLS2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Casa Marina, A Waldorf Astoria Resort

Property: Casa Marina, A Waldorf Astoria Resort
Address: 1500 Reynolds St, Key West, FL 33040-4768
Location: United States > Florida > Florida Keys > Key West
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 On the Beach Hotel in Key West
#10 Spa Hotel in Key West
#17 Luxury Hotel in Key West
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Casa Marina, A Waldorf Astoria Resort 4*
Number of rooms: 311
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 
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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

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