We have been coming to the Santa Maria for 4 years, for my birthday and have always thought of it as a 5 star, high quality , customer service driven resort. This year we felt little less excited.
We arrived early so our room was not ready, not a problem. Dusty showed us where would could change and suggested Louie's backyard for lunch. The food and wine and service there was amazing. When we returned to check in Christina told us that she was upgrading us to a pool view , this seemed nice. Actually she had given us a room where the bedroom window faced the busy, high foot and vehicle traffic Front St. We were less than impressed and frankly felt a little duped.
I was extremely disappointed with the hotel manager Steve, When we met him he was sitting behind his desk. Christina introduced us, stating that this was our 4th year in a row at the Santa Maria and he couldn't even extend the courtesy of standing up to shake our hand. Since I know that customer service starts at the top, I can see why they now seem to be lacking it this year. I was surprised to hear that he has been the manager for longer than we having been coming to the Santa Maria. Perhaps he's burnt out, or worn out like the appearance of the rooms.
This is a "Fabulous" hotel in desperate need of a touch up. We thought that Santa Maria was going to be a yearly tradition, but after our last stay, it's not likely.
- Official Description (provided by the hotel):
- Experience the eclectic and sophisticated charm of Key West with out the hustle & bustle of a large hotel at the Santa Maria Suites Resort. Barely a block from Duval Street and the Atlantic Ocean, the Santa Maria is an elegantly refined all suites hotel designed for the discriminating traveler. ... more less
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- Also Known As:
- Santa Maria Hotel Key West
- Santa Maria Resort