What to expect
- Sleep Quality
Last 5 reviews
First of all we were upgraded and it turned out we had a pretty great suite. Not one I see on the website to choose from hmmmm but it was roomy, bed was in a bedroom and the bathroom was a huge double vanity, separate room for walk in shower, tub/shower and toilet. Nestled in a corner overlooking the poker game. Resort was quiet! Grounds were impeccable, too bad they don’t take the same care with the beach. Had to get our own beach towels as no one was at the hut. Tons of seaweed and would be wonderful if they raked it at least daily. They were trimming the palms one day and when trimming around the pool, stuff was blowing and falling onto the pool deck, our chairs etc. Speaking of pool... a funky, foamy mass kept floating in the corner, they’d come buy scoop it up give it a quizzical look then walk on... kinda grossed us out. So we left the bath water temp pool. We didn’t dine on premise only had cocktails. Location was great and an easy walk to see sights. I’d probably choose somewhere else next time though.
I wish that we had more time to experience this hotel. Loved the location, the beach, and the property in general. We chose this property in part due to the location and were not disappointed. It's very convenient to most things on the island.
Beautiful property! Our room was very nice and clean. We had a gorgeous view of the beach. The beach has lots of seaweed washed ashore and you need to walk through it to get to ocean. I’m not sure why they don’t clean it up. Hotel is on the small Side and only has one restaurant but very good and accommodating. If your looking for clean,nice, cozy, and cute this is your place. If you’re looking for super luxurious and high end this is not the place. Actually I don’t even think that exists in key west.
Disappointing. Won’t be back.
We stayed 3 nights at The Reach on June 11-14. Overall, we were disappointed and would not stay here again, nor recommend. The Good 1). Our room (544) was large, clean and remodeled. Good partial ocean view and quiet. Standard Hilton bed and bathroom amenities. NOTE: Due to CoVID, the hotel does not provide daily house keeping. No one will enter your room. This was not a problem and we appreciated their efforts to keep everyone safe. 2). Access to the pool at Casa Marina/Waldorf. It’s a 5 minute walk. Much nicer pool and beach. The Bad 1). Seaweed. The beach was covered in seaweed and it stunk! The hotel made no attempt to clean this during our 4 days. Unlike the Southernmost right next door which cleaned their beach every morning. See attached pictures. 2). Diamond Benefits are nearly non-existent. With the exception of a $15 daily credit towards breakfast, there is no benefit to having any loyalty to Hilton at this property. 3). Late Check out fee. We asked for a late check-out on our last day. We were told that “2pm would be $100 and 3pm would be $150” by Joe in a text message. No thank you. See no Diamond Benefits above. I understand if the room is needed for the next guest, but if the room is open you are simply trying to monetize a standard courtesy. 4). Outrageous Resort Fee. The hotel charges $45 per night, per room, plus tax, which totals $50.63. They will tell you that it covers blah blah blah, but in reality you are paying an extra $50.63 for nothing. 5). In-operative elevator. The elevator to the east Tower was broken for our entire stay and, according to other reviewers below, it’s been out-of-service for a while. 6). Limited Breakfast choices. There are only 5 menu choices, all of which are priced at $10-$22 per person. Not up to Hilton standards. Very disappointed. We won’t be back.
Great location DISAPPOINTING SERVICE!!!!
I travel for work and spend approximately 200 nights in hotels work wide of those 200 night, the majority are at Hilton branded hotels. As a disclosure I am a Diamond Hilton Member. I booked this trip on points and I might added that it was a very large point redemption to stay at this property. This property bills it self as a luxury resort and the hotel cost per night as well as amenity fee, and cost of food and beverage implies this. When checking in, the check in was disappointing. The hotel was at about half occupancy, 99% percent of the time I don’t have to ask for an upgrade, my status as a loyal Hilton customer is immediately recognized and upgrade is immediately offered. The hotel only offers 15 dollar credit for breakfast per person with a maximum of two for Hilton Honers members. The overall service was extremely poor, I would go as far as saying that in the last 12 months out of 200 Hilton stays this maybe one of the poorest service received. After 3 days no one helped us at the beach with towels or at the pool we had to find the cart and take care of all our needs. In the resort fee 45 per day, the hotel advertises pool service with Chiled towels etc. Non such service received or witnessed in 4 days. During 4 days of breakfast average wait time was 45 to 50 min from time of sit down to reviving as simple order as bagels and pastries. The pros of this Hotel is that it has a nice beach for Key West, it’s proximity to the activities and night life is great. The rooms were clean and well Appointed. You can also go next door to the Waldorf and use there pool however service was the same as they are both sister properties. The concierge was the friendliest most helpful person on the property. If this hotel was located any ware but the Key West beach it would be a two star at best. I am huge promoter of Hilton’s and have had lots of unbelievable stays at much lower rated Hilton’s. I believe that the problem with this property is management and the lack of service. At this price point I would consider any other Hotel in Key west. This Hotel with the level of service they provide should be roughly a 120 to 150 a night or no more then 25k Hilton points per night. That is what it’s worth.
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