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Reviewed April 13, 2019 via mobile

I’m appalled and feel compelled to write about my experience. It’s worth noting that as a small business owner I’ve never written a bad review (see my review history) because I try to give places the benefit of the doubt. We decided to stay at Casa Marina because our friend is getting married there this weekend and we thought that even though it was significantly more expensive than other options ($600/night) it would be worth it to stay at a Waldorf. We booked with the wedding block in January (see photo receipt-wedding is April 12) and arrived on time for check in. Our room was a pretty far walk from the main area of the hotel in a corridor that looks like a cell block (see photo) and has no working elevator. When we walked in the room it was immediately a let down: notably dated, old tile floors, a weird smell of cleaning solution. Our beds have a fitted sheet, bed sheet, and pillow cases- no additional bedding. The bathroom is grungy and our tub took 2 hours to drain after one shower. I called the front desk after showering to ask if we could be moved to another room and was told “the rates are market dictated and we can’t move you to the main area of the hotel bc there are no available rooms.” They did not offer to come look at the tub. We went to my sisters room in the “main” part of the hotel and her room definitely feels more like a airport hotel than a $600/night hotel room, but is significantly nicer than ours (she paid the exact same amount). Her room is off a typical hotel hallway, not outdoor motel-style, like ours. She too said she was surprised that the hotel is a Waldorf property, but was genuinely shocked when she came to our room and suggested we call Amex to see if they could help us, since the hotel would not do anything. At the rehearsal dinner tonight, other people were talking about the condition of the hotel, their rooms, etc. The pool and beach are gorgeous, the lobby and facilities are fine, the bartender at the main outdoor bar is wonderful, but I would move hotels if we could get a refund. I will never recommend or return here. I think this is a fair and accurate review and hope this is helpful. Photos attached.

Date of stay: April 2019
Trip type: Traveled with friends
2  Thank marywZ1384ZK
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded April 14, 2019

Dear marywZ1384ZK,

We're thrilled that you could join us for the wedding, and we appreciate your feedback. Thank you for the kind words about our pool, beach, bar staff, and facilities. It's concerning to hear that you experienced issues with your room and bathroom - please get in touch with us directly in order to better address these. We once again thank you for sharing your insight, and would be glad to welcome you back sometime.

Sincerely,

David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 10, 2019

We had booked the Casa Marina about a month before our trip and some of the negative reviews made me pause a bit but we kept our reservations and I am so glad we did. Stayed 5 nights and they were all great. I found the property to be in great shape, very clean. While we were there I saw several painters touching up the outside and several people cleaning lights, lamps, etc. It was a first-class experience in every way. My only slight disappointment was our room was "ocean view" but that was mostly blocked by palm trees. But that was so minor compared to how nice everyone was, the food was really good and the drinks were great as well. The bartender at the RumBar was especially fun. If we make it back to Key West, Casa Marina is at the top of the list for places to stay.

Date of stay: March 2019
  • Trip type: Traveled as a couple
    • Location
    • Sleep Quality
    • Service
Thank Scott W
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded April 11, 2019

Dear insureobx,

We are thrilled to hear that you had such a wonderful experience with us! It is a pleasure to know you found your room well-kept and that our service was impeccable throughout your stay. From everyone here at Casa Marina, we hope to welcome you all back soon.

Sincerely,

David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 8, 2019

Best Hotel in Key West- been to Key west 5 times now , stayed at Radisson , Holiday - The hotel is gorgeous and very clean, hotel personnel are great, very convenient to Duval St, total relaxation. Local 5 star restaurants close enough to walk to

Date of stay: April 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
Thank Sunshine68487597697
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded April 9, 2019

Dear Sunshine68487597697,

We are thrilled to have been a part of your most recent Key West trip! We love to hear that you took advantage of our close access to Duval Street and all the nearby attractions. From everyone here at Casa Marina, we hope to see you again soon!

Sincerely,

David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 8, 2019

The beach and the beach staff are second to none. The outside atmosphere is everything a beach resort in the Florida Keys should be. Be sure to rent a scooter from Barefoot Billy's! It's the best way to see Key West.

Date of stay: April 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
1  Thank keglmg
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded April 9, 2019

Dear keglmg,

Thank you for all your fabulous comments! It is an absolute pleasure to learn that you enjoyed scooting around Key West and that you experienced excellent service during your stay. We hope to continue your tradition with you very soon!

Sincerely,

David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 8, 2019 via mobile

The hotel was a joy. We needed a spur of the moment getaway and Casa Marina was it. We had a one bedroom suite over looking the street and public tennis courts. The suite was perfectly fine. Big, comfortable, plenty of AC and everything worked. No mini bar saved us a fortune. The grounds are well maintained. The bars, pools, beach, breakfast and outdoor restaurants were exactly what we needed. Staff told us that the hotel will begin total renovations next year, in stages.
We needed a getaway. Lay by the beach, drink and eat with minimal intrusions. This was the place.

Date of stay: April 2019
Trip type: Traveled as a couple
Thank davidwK5039ZI
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded April 8, 2019

Dear davidwK5039ZI,

Thank you for sharing your kind sentiments with us! We are happy to know you had a relaxing stay in Key West and that you found plenty of time to soak in the sun by the beach. We hope to do it all again next year!

Sincerely,

David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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