We just arrived today at Sunset Key. The bellhop was nice but the woman who checked us in at the Westin Resort desk, while perfectly efficient, said she could not help with room upgrade questions as she only can check people in. Really? I can't imagine why if you have to register in one place why thy can't answer all room related questions.
Easy to find launch, captain was nice but there was no general announcement or courtesy discussion as to whether his was our first visit, etc. lovely boat ride over and they took care of our luggage quickly. The woman who met us (French or German? accent) started rattling off sites, locations and other logistics of staying there but really was rather cold. She didn't even show us around inside the cottage, which I usually find an annoying ritual, but it would at least have given us a basis upon which to it her. The beach was lovely and the water warm. I don't recall receiving a warning or reminder from the hotel to bring water shoes for the very rocky sand into the water. We got to the beach btwn 5-6pm, still prime time cocktail hour, and there were no signs reminding us that beverage service ends at 5pm. What a waste. I wanted to start vacation with a drink and the kids wanted snacks and we definitely would have spent money if we could. Same issue at the pool area with no sign at the empty bar to indicate hours or where or how one might procure a drink. (And I witnessed several people wander over ruinously looking for a bartender). I finally found an attendant and when I asked him if the bar was open he simply said, "no." I would have expected that a little corporate training would ave encouraged him to add "but the bar at Latitudes covers beverages after 6pm and you are welcome to bring your drink back here in a cup." I finally sent my kids to investigate to learn bout the other bar. At that bar he waitress was perfectly responsive and smiled, but not that effusively friendly and seemed more interested in the local guy at the bar. We just didn't feel that welcome.
Dinner was in a lovely sunset setting, more casual in attire than I had expected. Waitstaff friendly. Food was ok but nothing o write home about or anything close to the kind of food you can get in NYC. Reminded me that we are still at a corporate chain. On the way back to our room we stopped by the incinerate desk where the same young European woman who brought us to our room was sitting studying one bills. We had to say excuse me to get her attention. She didn't seem to recognize us or be overly friendly. Really, there aren't many guests on the island. When I inquired as to whether there were any beach bags or totes guests could use to bring boos, sunglasses, etc to the beach, she said no, they don't prove them. First of all, they should. Second, she could have been a little more gracious and introduced us to the boutique matron right net to her. With any bit of encouragement or sorry ness and effort to find an alternative solution, I again would have dropped money at the resort, even to purchase an overpriced beach tote. There seems to be a corporate hole in customer service that could e easily remedied. I'm not sure what they are selling here other than the escapist island itself. Cottages are perfectly nice and grounds are clean and manicured. I will, however, readjust my service expectations for the remainder of the trip.
- Official Description (provided by the hotel):
- Sunset Key Cottages is a secluded tropical island sanctuary located just 500 yards off the coast of Key West, featuring private cottages. ... more less
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- Also Known As:
- Sunset Key Guest Cottages, a Westin Hotel Key West
- Westin Key West
- Key West Westin
- Sunset Key Cottages Guest