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“Second stay, but not as good as first”

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The Reach, A Waldorf Astoria Resort
Ranked #45 of 51 Hotels in Key West
Greenville, Alabama
Level Contributor
11 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Second stay, but not as good as first”
Reviewed June 27, 2014

Stayed here in 2012 & wife and I visited again on our vacation this June.
First stay was very good and room was great (except for average housekeeping).
Good news is housekeeping was better this trip.
However, the room was not as good as last time as far as location even though I spent 50,000 plus points of my honors to upgrade. I phoned the front desk and was told I would need to contact Hilton Honors to complain.
So much for service.
I've concluded that, to get a better room, you need to arrive earlier in the day. Our flight was 5 hours later than last time and our room location seemed to reflect that the better rooms are assigned first and later check-ins get what is left.
Room was very close to elevator and we could hear the "chime" sound off throughout the night.
Even though we were very tired, it did interrupt our sleep.
Beach was fantastic as usual and pool/beach service was comparable with last trip.
One big plus for the service though.
Airline lost one of our two bags. Airline promised to deliver it before 10 that night.
Well, it did not show, even though we had a snorkeling trip the next morning. (Thank God we packed our swimsuits in our carry-on).
While we were on trip, the airline delivered our lost bag and the staff actually delivered it to our room so that when we returned from our trip, it was waiting.
That aspect of their service was very much appreciated.

All in all, it was a bit of a let-down, but that may be because our first visit was so exceptional.

Room Tip: Show up early and do not waste your HH points as upgrades are either disregarded or not worth it.
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  • Stayed June 2014, traveled as a couple
    • Value
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    • Service
Helpful?
Thank Scott B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Florida
Level Contributor
167 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 64 helpful votes
Reviewed June 22, 2014

We visit this property every year and as we are coming up on our annual trip I realize I forgot to review our trips last year! For the first time last year we brought our children here and were as happy with the resort looking at it from a parental view, as we always are when visiting as a couple. I can go on and on - but I honestly can say this is my FAVORITE place to stay in Key West above all. My girls absolutely loved it and cannot wait to go back. As soon as we leave every year, we count the days until we can return!

  • Stayed July 2013, traveled with family
    • Value
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Helpful?
Thank FloridaLovesMaui
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
New Jersey
Level Contributor
15 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed June 19, 2014

The Reach Resort in Key West is awesome! Right on the beach, nice pool area and the rooms are really comfortable, spacious, clean, and all have balconies. The staff is super friendly without being overbearing. It's a very relaxing place, within walking/biking distance to the main part of KW, but just far enough away that you are not bothered by crowds. The only two negatives about our trip were that 1) part of the hotel was under construction, so that was noisy, and 2) you feel a bit nickel-and-dimed after paying a resort fee and you are still asked to pay to lay on a double chaise lounge chair. But these two things would not keep me away from staying again. I can't wait to escape to the Reach again next winter!

Room Tip: We didn't get an ocean view room because they were pricey, but we were satisfied with the "...
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  • Stayed January 2014, traveled as a couple
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    • Cleanliness
    • Service
Helpful?
Thank lrn1030
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Freehold, New Jersey
Level Contributor
46 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 29 helpful votes
Reviewed June 17, 2014

I would go back in a heartbeat. This was my first time in Key West and first time at a Hilton property, let me tell you, you will not be disappointed. The rooms were great and the staff were super friendly. I have traveled a lot, but could honestly say there hasn't been a hotel in a destination that I was eager to go back to. The Reach is located on the quieter side of the city, but it was in walking distance to all the bars and shopping. The hotel is great for couples, and groups.

  • Stayed June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank WPanckeri
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jennifer T, Manager at The Reach, A Waldorf Astoria Resort, responded to this review, June 18, 2014
Thank you so very much for taking the time to post a review of The Reach Resort. We are thrilled to know that you enjoyed your stay with us here in beautiful Key West, Florida. Should you find yourself coming back to Key West, Florida please do not hesitate to contact me directly so I may personally ensure an outstanding and memorable stay.

Thank you again and we hope to see you again soon

Jennifer Tomasello
Manager at The Reach Resort
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Detroit, United States
1 review
Reviewed June 17, 2014

My (now) husband and I came to The Reach for our honeymoon. Upon arrival, they comp'ed us a larger suite with an INCREDIBLE view, *and* we walked into our room to find balloons, champagne and chocolates awaiting us. This place really went above and beyond. Plus, this place has actual shorefront beach, plus a pool, and hammocks hanging from palm trees. We loved every moment of our stay, were very impressed with the establishment and its service, and will definitely visit again. :)

  • Stayed June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria

Helpful?
Thank Christopher M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Marlton, New Jersey
Level Contributor
7 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
Reviewed June 17, 2014

The Reach resorts

We recently went to key west Florida. Stayed at the reach resorts. Stayed here because they are a hilton owned resort and we used points to stay. The name says " Waldorf Astoria ", but they are owned by Hilton. Read a lot of reviews about this place. A lot were not good. In fact there were so many bad ones I started to think about changing to maybe Casa Marina which did look nicer and seemed to have much more beach space and right around the corner from the reach. All the negative reviews that I read about the reach with respect to customer service seems to have been addressed. I did not experience any of that. Everyone from the front desk to the housekeeping staff to the grounds crew where all friendly, responsive and seemed eager to help. Even while sitting on the beach you never had to wait long for a drink or food. I was surprised cause in staying at other higher end resorts, I didn't get service that quick or sometimes not at all. But the worst is that by the time your drink comes the ice is melted and the drink is warm. Not an issue here.

Some of the other complaints that I read were with the rooms. Some said the rooms weren't clean. The room I stayed in seemed clean to me and house keeping keeps wanting to clean our room but I always have to ask them to come back later cause my wife is a late riser when on vacation. I usually get up early, grab my camera and go get pictures of the resort and sunrises before the rest of the guests awake. Photography is a passion and I don't go on vacation without my gear. If you want to see the resort go to www.flickr.com/photos/paradoxxx. Look for the album " key west ". I'll put both the Reach and some of the Casa Marina on there. It will just take a little time to get them all posted. There are a few quirks that stood out with the rooms. One is, the patio is accessed thru the bedroom but no big deal. The bathroom is big and has the his/her sinks, but both sinks have the faucet on the side of the sink. The sink is rectangle not oval. Novel idea but not one that works very well. I found it a bit annoying. Then there is no bathroom door so sitting on the toilet tends to be a family affair. The bedroom has a door and the living area has a door but it seems if you want privacy you have to close one of those or both. Not that big a deal unless you have kids running around but not sure what the other rooms with more beds are like so it might not apply to all rooms. The rooms smell clean with no mold or mildew smell as we had in the DR the year before. Room HVAC was set for 70 and it was nice and cool and dry. Refreshing after coming in from 90 degree and high humidity. The tv in our bedroom doesn't work, never did since we got the room. No big deal to me but I wanted management to make sure I wasn’t charged for it so I stopped down and told the front desk on my way out. I came back in 40 minutes and maintenance had already been there and either fixed it or replaced it. It was on and a note saying it was taken care of. Not bad service in my book. The rug thru out the room looked dated and in need of being replaced. But still was functional to me but something the hotel should look into doing in the off season. I found that house keeping kept the water bottles available in the room and the coffee was always kept full. They also replaced all the towels that were used with fresh ones everyday. All in all I didn't have any real problems with the room.

I have read that some people didn't like the steakhouse. This is an area I can't comment on to much since I only ate dinner there one night. The food was good. They try to come off as a high end restaurant. They are pricey and that is why we ate breakfast at the casa marina. And another reason is we are gluten free eaters and the strip house didn't have anything for us at breakfast as far as gluten free bread. So we ate over at Casa marina. Food there was good and you get a lot for your money. Since we ate late and a big meal we really didn't have lunch. Just drank some martinis on the beach and one day had some corn nachos. Ate dinner outside of the resort all but twice. One night at the strip house and the night before at casa marina. Spent most time and money either along duval street or down in Mallory square. Always just walked almost everywhere we went. Don't need a car.

The beach is another area of contention for some. The complaint is it's full of seaweed. We'll this is true. The seaweed just keeps coming up all day and night. I have seen tractors with special rakes on the bucket end scooping up the seaweed in the morning before most people are up. There is a lot. Then they had a golf cart looking thing pulling around a rake to smooth out the sand. Before the afternoon was in full swing the seaweed was again all built up on the beach. Now as much as I didn't like walking across it there isn't much the hotel can do once the guest come out. As it goes I noticed other hotels around the Reach had not even addressed their seaweed issues. Casa Marina doesn't really have much of a beach that you can swim in. It does have a large beach but with the rocks along the edge of the water you can't really go in and it's the rocks that keep a lot of the seaweed off of Casa's beach. So if you want a nice place to swim you have to go to the Reach. Once you show up the staff sets you up with as many chairs as you need with one umbrella per two chairs. They plant the umbrella for you, set up your chairs and place two towels per chair so it's nice and clean to lay on. I've never got that at some of the higher end places that I've stayed in. The service with regards to the beach as I stated earlier was very good. Always came often to ask if you needed anything and when the drinks came they were cold. So no issues there. The pool is not that big and I never used it so I can't say much about it. It was always clean and area around it was kept clean and neat. Landscaping wasn't the nicest I have seen on a resort but it was well kept and had a pleasant air about it.

There is a rooftop view that is really nice. We know about it cause we had a room on the top floor and you have to take the elevator up to the roof and walk along the outside walk ways to get to your room. A bit weird but it was weird in a nice way. I seen very few people up there. Actually took one night of sunset shots from up there. You can also see the ocean and the cruise ships coming into dock all the way down in Mallory Square. I rented a bike for 15 dollars a day from the hotel but it had to be back by 8pm. That’s just when things start happening in key west and I thought that was to early. Also don’t expect anything nice in the way of bikes. They all looked like they had a lot to be desired. Still it was great riding around the island. Its not that big and you can go anywhere in very little time on a bike. Don’t really have to rent a scooter which is to expensive and then you have to follow the rules of the road.

In closing this review I have to say my wife and I really enjoyed our stay here. I will give it 4 out of 5 only because its not perfect and there are the little annoyances but really nothing to write home about. I guess my biggest and honest statement in favor of The Reach is that I would stay there again. That should sum it up for most people.

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank paradoxxx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hanover, Maryland
Level Contributor
43 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
Reviewed June 17, 2014

It was a nice enough hotel. The room was clean with good furniture/fixtures (including a fridge), the front desk staff was pleasant, and the hotel was well kept. The pool and beach were good and well maintained. There was nothing specifically negative about our stay but as another reviewer accurately stated, there just was not the WOW factor that we expected based on the hotel brand and pictures. Reasonably priced when I used the Priceline deal but we probably would have felt a bit shortchanged if we had paid the hotel list price.

Room Tip: There is an open rooftop seating area on the top floor that had good views at night of the skyline a...
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  • Stayed June 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank traveler26Traveler26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jennifer T, Manager at The Reach, A Waldorf Astoria Resort, responded to this review, June 18, 2014
Thank you for taking the time to write such an extensive review of The Reach Resort. It is through honest feedback such as your own that we may view our property from a bias perspective. Should you have any questions or wish to return in the future please feel free to contact me directly at jennifer.tomasello@waldorfastoria.com. We hope to see you again in the future should your travels return you to Key West, Florida.

Jennifer Tomasello
Manager at The Reach Resort
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Reach, A Waldorf Astoria Resort

Property: The Reach, A Waldorf Astoria Resort
Address: 1435 Simonton Street, Key West, FL 33040-3116
Location: United States > Florida > Florida Keys > Key West
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#9 On the Beach Hotel in Key West
#11 Spa Hotel in Key West
#14 Top resorts Hotel in Key West
#18 Luxury Hotel in Key West
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — The Reach, A Waldorf Astoria Resort 4*
Number of rooms: 150
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

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