Let me start by saying that we are loyal Hilton patrons with diamond status. We are very well travelled and travel with our entire family several times a year... This experience started two weeks before check-in. I tried to reach the concierge on several occasions for the two weeks leading up to our arrival (to arrange airport transport and organize meals& activities, as we were only staying there two nights) and was unsuccessful EVERY TIME. I kept being re-directed to the phone operator and was hung up on once. Upon arriving at the airport, we tried to reach the hotel with the extension provided at the kiosk and kept getting a voicemail. I called the number on our reservation and finally reached the front desk. I spoke with a gentleman that, after asking me for my name several times, told me he would send a white van and it would be 15-20 minutes. He DID NOT mention that he was sending a taxi and that we were responsible for paying- had we known this, we wouldn't have waited 35MINUTES, we would have taken a cab on our own and not wasted the time waiting ( we had a 3 year & a 6 month old & great aunt in tow, too). He also failed to mention that our room was NOT ready. Had we known, we could have ventured about. So, we get to the hotel and explain our first frustrating encounters to a girl at the desk who, in turn, ignored that we were upset and looked at us like we were annoying her while we explained our experience. She then tells us our room was not ready-I explain that the man on the phone failed to tell us this, yet again, we are ignored. We then had a mediocre snack at the strip house (waaay overpriced!) while we waited. The front desk girl came and gave us room keys and our 'honors gift' and informed us that we got a room upgrade. (She asked if we would like our luggage placed in the room and we said yes- we went to the room about 45 mins later and had to call for our luggage.) A room upgrade is usually a bonus to having a high status, but this upgrade was impractical for our family. We were supposed to get a room with 2 queen beds, but were given a one bedroom suite with a pull-out couch in the 'living room'. The layout of this room is impractical, even for a married couple that may be traveling alone. You can not go to the bathroom without having to close the living room and bedroom doors, and if the other person needs to go from bedroom to living room, they would be intruding on the bathroom space. With a whole family, any chance of privacy is shot! There is also only one phone in the bedroom, if one person needs to use it while the other is using the bathroom, there goes privacy. Now, we are settling in to the room and I sit down on the couch with my 6 month old. The couch cushions separate and out pops a chewed up toothpick. Totally disgusted, I became weary of the cleanliness of the rest of the suite, and started wiping everything down with Lysol wipes. While doing so, I found sand in the bathtub. How can I feel good about the cleanliness at this point? I called the front desk and they said they would send up the housekeeping manager- instead, 30 minutes later, one of the housekeepers shows up. As I explain to her my concern that the sheets in the pull out bed were not clean, she argues that they were because they don't look wrinkled, she DID NOT change the sheets at this point and I gave up arguing. She did wipe down the bathroom and said she did not know why there was sand in there but that she was sure the room had been properly cleaned before we came. I was so disgusted, annoyed, and disappointed that I gave up. The next day we go out and come back to a freshened up room. We pull out the couch bed- a silverfish goes running across the sheets. I call down and ask for Paul, he was not available, so I got the front office manager after waiting a good 10 minutes on the phone. After explaining the previous day's findings, she promises the housekeeping manager will be right up and gets off the line as quickly as she could. He arrives and changes the sheets and vacuums the living room- behind the couch and under it looked like they haven't been cleaned in months. We are so disgusted at this point that we can't wait to leave. This was a very DISAPPOINTING experience! And, I have seen that Paul- the manager has said on here several times that he would have liked to have been informed, WELL, WE TRIED! I asked specifically for you. Later that afternoon someone did deliver a card from Cyndi for 3 free breakfasts, but I would have appreciated a managerial face to face follow up, or at least a call. ( I would rather have a night refunded, as it was NOT WORTH THE STAY! and we would prefer to enjoy a local restaurant) We went to Casa Marina for breakfast and were very impressed. $26 for a buffet is ridiculous, and we are thankful to have used the card we were given. The grounds were stunning, though, and the staff seemed waaay happier and more helpful than at the Reach. There was only one really pleasant and helpful staff member at Reach and we encountered him this morning on our way to breakfast. He suggested the Casa Marina over the Reach. As far as room location- to walk so far from the elevator with a whole family was a bit of a pain, thankfully, the weather and wind were not an issue. I WILL NOT stay here again or suggest to anyone to stay here! I gave a two circle rating because the location is nice.
- Official Description (provided by the hotel):
- Located on Key West's only private natural-sand beach, The Reach, A Waldorf Astoria Resort, is an intimate, elegant destination for those seeking a casual retreat with the highest level of service. A warm sense of hospitality, gracious staff members, a beautiful shoreline and breathtaking sunshine all provide the backdrop for a memorable and romantic travel experience at our Key West hotel, just steps from Duval Street. ... more less
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- Also Known As:
- The Reach, a Waldorf Astoria Hotel Key West
- Waldorf Astoria Key West
- The Waldorf Astoria Collection
- Reach Resort Key West