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The Reach Key West, A Waldorf Astoria Resort
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Reviews (3,934)
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3,287 - 3,292 of 3,934 reviews
Reviewed December 28, 2008

The Resort was wonderful, I have never had such great service.

  • Stayed: December 2008, traveled with family
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Thank hayes003
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 24, 2008

My husband and I went to Key West to get married last December. We stayed for 8 days at the Reach Resort. The customer service could not have been better. We did have a couple of issues needing resolving with the room. We called the front desk and the issue was resolved immediately. Before we could get to the front desk after making the call the issue was fixed. We also had an incident with the restaurant. Before we could mention the issue, not only did the Hotel Manager Cindi approach us and wanted to know the details but also the bell captain caught on to the problem and the issue was resolved immediately and thoroughly.

The concierge desk was over the top with service. Heather and Stacy were wonderful to work with their great suggestions and ability to make reservations whenever possible. We had a service issue with the Conch train (which was not the Concierge fault) and they more than made up for the confusion.

Finally, we spent just about 6 out of our 8 days at the pool. Ricardo extremely attentive and he had towels to us immediately, popsicles, and when asked to bring periodical beverages to us he was there just exactly when needed. We also took a tour around the island and he made us up a complimentary cooler filled with drinks.

We had a wonderful experience and it was all due to the service of the hotel staff.

  • Stayed: December 2008, traveled as a couple
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2  Thank JCarlson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 22, 2008

The resort was really nice and clean. Great location, and very nice decor. The pool and beach on property were very nice and the service from Ricardo by the pool was excellent! Great restaurant in the hotel. Great resort for a couple, a family, or just a great place to relax and enjoy Key West.

  • Stayed: December 2008, traveled with family
    • Value
    • Location
    • Check in / front desk
    • Rooms
    • Cleanliness
    • Service
1  Thank bjt1231
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 18, 2008

this hotel was amazing. breakfast in the morning by the ocean was probably the best. the food was great && theres a great beach right off the hotel. the staff were very helpful, escpecially ricardo. he was funny && made our stay a riot :) if you are planning on going to key west i would definetely stay here, the rooms are amazing && you get a balcony w/a great view! its definetely the best hotel that we went to.

  • Stayed: November 2008, traveled with family
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1  Thank kelli60s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed December 11, 2008

On the plus side: the staff was very nice. Most especially the guys at the pool/beach area were kind and attentive, particularly Ricardo, who was outstanding. These guys truly provided exceptional service.
The meals we ate at The Strip House, the restaurant on property, were high quality and delicious, as was the food they catered for our meetings.
The hotel's decor and landscaping were generally updated and attractive, and the fitness room was bright, clean, and modern. The beach is small but lovely and the resort provides chairs, towels, tables, and beverage delivery on the beach. A+ on the beach service!
On the minus side: our reservations became a problem at check-in - I had received an e-mail confirmation of an upgraded room but the front desk didn't have record of the upgrade and I had to access my e-mail to prove that I should have the upgraded room, all of which took the better part of an hour late in the evening when I was already tired and traveling with kids. Other than the kind attentiveness of the pool/beach staff (plus a friendly bellman from Ohio), the hotel is really not kid friendly. There are no kids' channels on the tv. The restaurant is full of paintings of nudes - fine for adults, not so great for kids. Upgraded rooms are available with king beds and a sleeper sofa but not two beds. The rooms come with two bathrobes sized to fit large, tall men (I am a small woman and traveled with my two little girls). There was no place to put wet bathing suits. Balconies have two chairs, but if you travel with family, it would be nice to have enough seats for all. The pool was theoretically heated but the heaters weren't turned on until requested and then it took a couple of days to even begin to heat the pool, which also was full of bugs. Housekeeping was a little erratic in restocking rooms - we nearly ran out of (crummy quality) toilet paper every day and they didn't leave an extra roll, yet we had boxes of tissues. We had tons of shower gel but the hair conditioner didn't get restocked. Then again, when we called housekeeping to ask for what we needed, they were very prompt and pleasant in delivering it so they made up for the inconsistent restocking.
There was not a hottub on either this property or the sister property next door, which was disappointing. The Internet wasn't working properly in our meeting room and the bathrooms for the meeting room had three stalls: one under construction and another that didn't lock, leaving only the handicapped stall perfectly maintained.
This resort is close to providing a luxury feel but it's all the little things that make it miss the mark. Just a bit more attention to detail would do a lot to elevate its elegance.

  • Stayed: December 2008, traveled on business
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    • Business service (e.g., internet access)
1  Thank Katharine M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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