What to expect
- Sleep Quality
Last 5 reviews
Not a place that deserves the name Waldorf associated with it. Service is below expectations and rooms are old with less than Hampton Inn decor. Do not pay the price as you will be disappointed. Common area appears to ok with lots of potential though.
Not Representative of the Waldorf Brand
I was extremely disappointed with this property. Quite honestly if this is what the Waldorf brand has become I’m done with Hilton. The pool area, common walkways and sitting area’s were never cleaned nor hosed down for the three days we were there. There is rooster/hen fecal material everywhere. On the ground, the chairs, the sand, everywhere. This is a health issue in itself. Disgusting; nothing was cleaned. Garbage from the previous nights remained the following day. The adult pool is crumbling with missing and broken tile. Mold growth is everywhere. Broken and torn lounge chairs left at the pool. Common seating areas were less than desirable. Elevator doors and buttons were gross. The food at the Sun Sun was substandard. Grab and Go is overpriced and the breakfast seating menu is a joke. Get your food elsewhere. Staff is invisible and obviously there is no care about this property. I stayed in the Ocean Front 2 Bedroom Suite. It’s a loft with one and a half bedrooms and baths. The online floor plan is inaccurate. One clock for the whole suite and one working service phone. The overbearing loud A/C ducts are located in the bedrooms. The building itself shows crumbling in spots. How this property is even called a Waldorf Astoria I’ll never know. I was extremely disappointed.
Not at all what I was expecting at a Waldorf property!
July 1, 2020 - (Co-Vid - time off to clean...) The main floor king bedroom had vomit (red/pink) or mold in the grill of the A/C vent. The room was damp and stinky. When I reported the problem to the desk I had to repeat the entire concern (with pictures) to the manager who then informed housekeeping to address this quickly (no improvement or sign that anyone had been in the room to address the issue). The entire facility was run down (pool tiles missing on the pool, music speakers were not functioning), dirty, and not worth the "points" we spent for the visit. Disgusting!
Run Down Hotel, Beautiful views
I reserved the 2 bedroom suite. Let me be clear. This is not a suite, it's a studio with a tiny bedroom big enough for a bed upstairs. Curtains are DIRTY, floor was sticky and room was musky, humid smell. The whole hotel has deteriorated beyond belief. This place needs to be shut down and redone. AMEX took them off the FHR list and for good reason, that should have been my clue. But to add insult to injury the hotel's "Complex Director of Front Office Operations" Mr. Taj Bhandal is terribly rude. Horrible attitude, To be fair let me explain. From the beginning I requested early check in and late check out. (As a Hilton Gold Member, this is one of our perks) I was checked in late because room was not available and not allowed to stay past noon. Mr. Taj Bhandal was in a bad mood, and when I directed my look towards who I thought was the Manager, he immediately jumped and said "I'm her boss" as to say there's nobody here that's going to change his decision. I believe he should be relieved of his duty and Mikayla the other Front desk manager should be in charge. Upon check in when I ran into the issues above with my room. Mikayla was attentive of my problem, she offered solutions and acted as she genuinely cared. My advise is stay away until they renew this hotel. It's historic, it's got beautiful views, but the place is dying for a renovation. At 1K for their "Suite" a night they should have no problems affording the renovation.
Do yourself a favor - book The Reach NOT the Casa!
As an avid business and personal traveler - Diamond with Hilton and Platinum with Marriott I am very well traveled and accustomed to the challenges that most facilities are facing with COVID 19, etc. However, the Casa Marina Key West is the lowest of the low. As most others have indicated - the property, management and overall experience is not worthy of the Hilton name, much less the Waldorf Astoria name. With the exception of the main lobby and pool area - this place is an absolute disgrace and a dump. Perhaps more worthy of a Motel 6? At best a low budget Comfort Inn. Did I mention that the Management is completely non-existent? We travel to Key West (as part of our Miami trip) at least 2-3 times a year. We have stayed in various locations across the island - so we are aware of what is to be expected from both a pros and cons perspective. I initially was booked into what was confirmed (in writing on the Hilton app) as a double queen room. What we received was a double Full room. We were also informed upon online check in and over the phone - that we would be upgraded (as a Diamond member) to a room with a "double balcony". None of which was true. Upon arriving in the room - we also found what can only be described as human remains on the bed skirt (i.e. - poop - yes you read that correctly). I attempted to call the front desk approximately 4 times before actually getting someone to answer the phone. After much arguing - we were told we could now be upgraded to a room on the complete opposite side of the property - which did fortunately have a King bed, balcony and a queen pullout. It was a suite but supposedly a handicapped room - which to me was a non-issue. After moving our luggage (on our own - no assistance) - we arrived in a room that had clearly been soaked in clorox and/or other disinfectants - which again - given Covid was really a non-issue. Once in the room, we immediately left to eat. Upon returning - we noticed the entire room smelled of mold and the sheets, furniture and everything else was soaked. There were also bugs throughout the room. I immediately went to the front desk - no one was available. I attempted to call at least 4 times from the room - no answer. I had to then call the Hilton Diamond Desk. After waiting for almost an hour on hold - they were able to get hold of the front desk. I informed the front desk of the issues - along with the fact that both my daughter and I have extreme allergies to mold and could not remain in the room. I demanded to be transferred to the sister property next door (The Reach). Fortunately, this was possible. Again - for the 3rd time in 4 hours - we had to move. The room at the reach was not a Suite but was acceptable - double room with a balcony - the biggest thing is that it was actually clean and comfortable. No issues at The Reach - but was really surprised to find that the Casa had charged and credited my card a total of 4 times! It was a complete mess. At this point I do not think I was officially "charged" but the back and forth confusion was extremely annoying. Upon checking out I called the Diamond desk and filed a claim against the Casa for the lack of quality, care and not so much as an apology from the manager. Days passed and no response was received from the property. After 6 days - I called the Diamond Desk. They stated that the Casa had responded and the case was closed - stating that the manager claimed they "upgraded me to The Reach". No contact or apology was made to me. And an "upgrade" - seriously???? Come on. Word of advice for travelers: AVOID THE CASA AT ALL COSTS! Word of advice for Hilton: Either renovate the property or strip the Waldorf name off of it. Pitiful. Another piece of advice - look into retraining your management and staff - who clearly do not care about return travelers.
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