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“Accommodations and service”

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Casa Marina, A Waldorf Astoria Resort
Ranked #38 of 51 Hotels in Key West
Key West, Florida
1 review
“Accommodations and service”
5 of 5 bubbles Reviewed July 22, 2014

Loved the hotel with exception of the limited spa. It is basically a hotel suite that has been converted into 2 separate massage rooms. Not much privacy or relaxing before or after your massage. Did enjoy the massage. Rooms need to b updated. Would have liked a tub/shower. Small closet and no dresser so basically lived out of our suitcase. Excellent service from the staff at the inside bar. Restaurant and pool bar have great menu and service. Great recommendations for activities and restaurants from the beach and poolside staff. Daniel and Mark went out of their to make our trip fabulous. In conversation with Daniel we asked "how long have you been here and do you like your job". His response immediately " I've been here a year and I LOVE what I do". He also remembered each of our first names our entire stay after only one introduction. He takes pride in his job and the place he works. Hope they are next year because we are going back!

Room Tip: Beach side view.
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  • Stayed July 2014, traveled as a couple
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Tonee R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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6,936 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
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English first
Greenville, South Carolina
Level Contributor
72 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
4 of 5 bubbles Reviewed July 22, 2014

Many of the other resorts in Key West are limited in the amount of space available for teenagers to roam and play. We stayed here with two 13 year old boys, and the space was perfect. The jet ski tour of the island was a huge hit, and the soccer nets and sand area was a great place to hang out. The rooms were quiet and comfortable enough for three people.

Room Tip: We enjoyed the ground floor because the patio connected directly to the beach, and we still had a ve...
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  • Stayed July 2014, traveled with family
    • Value
    • Rooms
    • Service
Helpful?
2 Thank Charyl S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Clearwater, Florida
Level Contributor
18 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
5 of 5 bubbles Reviewed July 22, 2014

on a recent trip to Key West, we stayed (again) at this lovely hotel - the staff could not have been nicer or more helpful. The food was great - as usual - and the accommodations were perfect. There are lots of hotels to choose from in Key West, but this is one of the best!

  • Stayed July 2014, traveled with family
    • Location
    • Sleep Quality
    • Service
Helpful?
2 Thank HarriMiller
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bury St Edmunds
Level Contributor
13 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
5 of 5 bubbles Reviewed July 22, 2014

Key west was our final destination after a small tour of Florida and we were not disappointed!
The hotel had everything you expect from a modern Hilton hotel but it had a lovely setting on a small beach with 2 nice pools and grounds.We had dinner on the edge of the pier and watched the sun set- which was really beautiful and unforgettable!
We found the hotel a little expensive but not as bad as UK hotel prices.The staff were friendly and helpful.The rooms were very clean and modern and the suite had 2 TV's and a balcony - the sofa bed was too small for 2 teenage boys and we got them a second room and they waived the resort charge which was appreciated. We would definitely return to Key West and this hotel as it had everything we wanted.We liked the peaceful setting but it was an easy walk to Duval street and the action if we wanted to. Overall a very good hotel and it was as described

Room Tip: Becareful not to pay for WIFI - first night is free aslo they did charge us for valet parking but qu...
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  • Stayed June 2014, traveled with family
    • Value
    • Sleep Quality
    • Service
Helpful?
Thank Carlashel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Level Contributor
4 reviews
common_n_hotel_reviews_1bd8 7 helpful votes
4 of 5 bubbles Reviewed July 21, 2014 via mobile

Last night here in Key West at this beautiful hotel. Overall, we have had a great stay. Rooms are nice and well appointed. They put in a new mattress on our second night here, which was a little startling at first, but it was comfy. I do wish they would upgrade the televisions and bed frames though. The valets have been amazing and very personable the whole time. Only real complaints that I have are 1) The price. As nice as the room was, I didn't feel that it justified over 400 a night. And 2) The beach staff. The guys who set up our chairs were awesome, but the lady (Pam I believe) never once came to us and asked us if we wanted a drink. Saw her walk by plenty of times, but never stopped to see if we needed anything. However, Julie at the bar outside, was amazing. Gave excellent recommendations for dinner and drinks.

Stayed July 2014, traveled as a couple
Helpful?
Thank Heather M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Philadelphia, Pennsylvania
Level Contributor
24 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
4 of 5 bubbles Reviewed July 20, 2014

Overall it was a very nice stay. The rooms are a little small, even the suites, but they are manageable. Four of us stayed in a one-bedroom suite and it was tight with only one bathroom, very limited closet space (which has no light) and very loud air conditioning. We had a nice water view. Check-in and check-out was smooth and the front desk staff is great, especially Patrick.

The location was good for us to get to the main tourist areas though you do need to like walking a bit. Otherwise taxis are right there or you can rent a scooter.

Housekeeping was very good and the room was very clean. The grounds are very nice and and great for picture taking.

Breakfast was very nice outside and we enjoyed both the buffet and menu service. We also ate on the beach for dinner one night and enjoyed that very much. Good food with unbeatable scenery. Overall the food/bar service was efficient thought not overly friendly it seemed.

The pool chair staff guys were great and very personable. Daniel and Greg are very good and are great at helping you book activities such as jet skis.

Our only real complaint is the pool and beach food/drink service staff. With the exception of one server who was very good (believe her name was Shaneeke), the rest of the staff we encountered were truly horrible. They should be serving in a diner, not in an upscale hotel. They acted like everything was a bother, and many times we heard them ask "what do you want?" in a very direct tone that would be better suited in a dive bar. The F&B manager should really take a fresh look at all his/her staff and re-evaluate what excellent customer service should be for guests are paying $400-$500 a night.

That notwithstanding, our stay was very nice and we could consider coming back.

  • Stayed July 2014, traveled with family
    • Sleep Quality
    • Cleanliness
Helpful?
1 Thank coldescape99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Bilal M, Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, July 21, 2014
Thank you for taking the time to share your feedback about your recent stay. We are thrilled to hear that we made your vacation enjoyable. Our goal is to provide our guests with great service along with a relaxing and beautiful atmosphere.

We appreciate your loyalty and we hope to see you again with us.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
12 reviews
common_n_hotel_reviews_1bd8 11 helpful votes
2 of 5 bubbles Reviewed July 20, 2014 via mobile

We went here with several families expecting a true four star experience. There were some pros but many cons.
Pros--there is a pool and a beach that is pretty nice to cool off in as it is hot down here. Barefoot Billies is right up the beach to rent jet skis and they have a fun tour for families etc. The food at the restaurant is good and conveniently located to the swim areas. The lobby is nice as well.
Cons -when we arrived, I asked for a roll a way bed assuming that they would have one. The gentleman that was checking us in said no they didn't have any and continued with check in. I asked about how we could get one or where I could go purchase something for my child to sleep on and he just looked at me and didn't answer until I prompted him again and then he said, "there's a K Mart up the street". Really? Is this so low budget that you don't cater to your guest as a Waldorf Astoria SHOULD? So, we got into the room (tiny and a little dirty --not to the standards that a hotel with four stars) and I had to quickly get the kids out of there while my husband went in search of a bed around the Island. Good start.
I then brought my children to the pool and tried to get some chairs. When I asked an attendant how to get some he replied in a snarky manner to look for some empty ones that people weren't using. Really guy? That is not to say that all the people there are useless, I then went to the beach and found several helpful guys that help me and my friends set up every day while we were there. But , I do find the rude behavior to be very damning for a hotel that is supposed to cater to a guests every whim. This just is not true here. Also, I must mention the bar service. These poor people are understaffed and it is impossible for them to get to everyone in a timely manner. Why oh why does management not staff more people where the bar is--common sense to me as this is where they probably make (or should) the majority of their money. They should have people running around asking what people need all day long as this will only increase there revenue. All in all, we had fun but I would try another hotel next time in the Keys.

Stayed July 2014, traveled with friends
Helpful?
5 Thank Lisa Z
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
#9 Spa Hotel in Key West
#15 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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