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“UNSAFE! Thieves On Property! Not a beach location”

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Casa Marina Key West, A Waldorf Astoria Resort
Ranked #40 of 51 Hotels in Key West
Reviewed September 13, 2013

I had really high expectation before going to Casa Marina from what I hear from clients, friends and family. I was looking for a nice beach hotel for my whole family to enjoy (3 rooms). Unfortunately, there was no REAL beach and over $10,000 worth of belongings were stolen from our room.

Check in took a while and had to wait for one of the rooms till 5:00pm. It felt like the front desk staff were all receiving training and it was not their real job for some reason.

Rooms vary in quality and age. One of our rooms was nice but the other too were tired and old with really tiny bathrooms. That's when we upgraded our rooms to suites and kept moving around the property to fine what we were looking for. Nespresso machines in every room but you are luck if you get refills as housekeeping take ages to come clean the rooms. No windows to open in regular rooms but there were balconies in the suites.

Now one of the most important things that brought us to keywest was the beach. Casa Marina has an artificial beach where they actually imported the sand and laid it inf front of the rocks covering about 30ft of the grounds then you hit the water. None of us enjoyed the beach and had to go somewhere else to see clear waters and real sand. So if beach access in you resort is a must then look somewhere else for sure.

Safety in this hotel is not just weak, in fact there is no safety at all. There no surveillance cameras on the property which was confirmed by the security staff nor any kind of control on the ins and outs of this property. Anyone can run away with any kind of crime, you name it, and no one will have a simple clue what happened. Unfortunately, we were the victims of the hotels negligence when someone broke into our room and stole over $10,000 worth of jewelry, electronics and wallets with cash. When the security was brought to the scene they looked clueless and they didnt even communicate with each other which REALLY puts hundreds of question marks!! Our vacation was then ruined when we had to keep hiding our valuables and supervise the kids cause god knows what might happen on that property. SO PLEASE BE CAREFUL AND WATCH YOUR KIDS CLOSELY HERE if you choose to stay in Casa Marina which I don't recommend at all.

Keywest is not conveniently located geographically, so you cannot just pack and go to your next destination. So make wise decision and pick a safe and enjoyable place.

REALLY worst and scariest 4 days ever for a vacation.

You all be safe

Room Tip: Take a room with no balcony to reduce the risk of being robbed
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  • Stayed: August 2013, traveled with family
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14  Thank naifitto
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steven T, Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded September 17, 2013

Dear Naifito,

Thank you for your feedback, we are very sorry to hear that you had a negative experience at our hotel. Our number one priority is the health and safety of our guests, we have had no losses claimed in that amount and we are anxious to hear your story directly so that we can be sure that this issue is addressed appropriately. Please contact our director of Security Bryan Steen, as soon as possible so we can assist you further.

Sincerely,

Steven Tresh

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,958 - 3,964 of 7,504 reviews

Reviewed September 13, 2013 via mobile

The staff at the hotel is great. Daniel that works at the beach did a great job. I would definitely stay at this resort again due to its location and charm. The resort has both a family and adult pool with old Florida charm.

  • Stayed: September 2013
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Thank Mbevill
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steven T, Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded September 14, 2013

Dear Mbevill,

Thank you for your great review! Daniel and the rest of the staff will certainly appreciate your nice comments. We're glad we could make your day.

Steven Tresh

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Reviewed September 12, 2013

My husband and I retreat to the Casa Marina when we want a domestic getaway for pure relaxation. The hotel service is superb, the grounds are beautiful, and the dining quite delicious. I recommend the ground floor rooms so you can walk right out to the pool...this is living!

Room Tip: Ground floor, patio access to the pool.
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  • Stayed: September 2013, traveled as a couple
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1  Thank Stephanie D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steve T, Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded September 13, 2013

Dear Stephanie D,

You stated it perfectly. We really appreciate your review and want you to come back and live it up with us soon.

Sincerely,

Steve Tresh

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Reviewed September 12, 2013

Just spent five nights there (our fourth visit) and would highly recommend to anyone planning a Key West trip. Our room was clean and spacious, as have they all been each time. Housekeeping services were top notch, even including turn down service with chocolates each night. The staff at the outdoor bar, particularly Julie, were friendly and professional. Beach staff, particularly Daniel, were friendly and attentive without ever being intrusive. While we only ate breakfast and lunch there, it's noteworthy that many really top notch restaurants are within easy walking distance.

  • Stayed: September 2013, traveled as a couple
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Thank SouthernSusie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Steve T, Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded September 13, 2013

Dear SouthernSusie,

Here's to the best of our guests! Julie and Daniel will be very happy to hear your comments. We look forward to seeing you on your next trip to Key West.

Warm Regards,

Steve Tresh

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Reviewed September 11, 2013 via mobile

Spent two nights at this resort, beach front location excellent. Staff very attentive and helpful.
Beach front restaurant in great location with good value menu.
Rooms spacious with high quality bathroom and all amenities you would expect from a top line hotel
Would certainly visit again.

  • Stayed: September 2013
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Thank IzzysDad
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 11, 2013

My partner and I vacationed her mid week. The staff was great, the rooms are nice with beautiful balconies. The beach is top notch with great pools. The pool bar is wonderful. Try the "Toes in the sand" dinner option. Fab

  • Stayed: September 2013, traveled as a couple
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Review collected in partnership with Waldorf Astoria
Thank Ryan B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 10, 2013

This was my third stay at Casa Marina and unfortunately it will be my last.
The property and the room that I stayed in looked very tired, and in desperate need of renovation.
Check in was ok, except the fact that the direction we were given in order to find our room was not very good. After giving up finding the room we had to go back to the front desk for new directions. The same guy gave us the new directions. I would have liked him to be enough service minded that he would have someone show us to the room. That would at least have given us a more welcoming feeling. Anyhow we found our room.
As mentioned above the room looked deteriorated. The funiture had cracks in it, and looking behind the armchair/chair was just not very nice. They need to focus a cleaning the floors.
Our bed was making extremely loud noices when you tried to move around. This was fixed after we contacted the front desk. Once the bed was fixed, we discovered something that looked like human toe nails that had not been cleaned. At this point I was not very happy. I contacted guest services who said some would be right up. 20 minutes later still no one. So I went down to the front desk and expressed my issues with the room. The hotel waived our resort fee ($25.00 per night) which was fine, but the decision was already made. I am not coming back to Casa Marina again. Maybe I was just unlukcy.
A couple of positive notes, the beach service is excellent and the breaksfast buffet is great (It did however seem as if it had gotten smaller since the last time I was there).
When we, generally, met staff throughout the hotel we we not greeted with smiles, which I kind of missed. I would suggest that you do some renovation, re-train your housekeeping staff and remember to smile at your guests.

  • Stayed: August 2013, traveled as a couple
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3  Thank tsb123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Casa Marina Key West, 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
#9 Spa Hotel in Key West
#16 Luxury Hotel in Key West
Price Range: $365 - $732 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Casa Marina Key West, 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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