I chose this hotel based on all the reviews here on Trip Advisor- and i honeslty think that people are blinded by the fantstic view and the pool area- Which are both wonderful and the staff was very nice as well- however this hotel is in very poor condition! the first room we were given on the fifth floor facing the water had a great view- small room, outdated furnishings and decor,tile floor, stained chair and the binder that had all the hotel info in it had pen scribbles throughout the whole thing- but the worst part was that the door locks have obviously been replaced, and what has been left after the conversion is about a four by two inch gap in the door frame, right where the lock is, not safe at all- i mean how could you change the locks and not secure the huge hole in the door frame? I was disappointed in this and went to the front desk, they gave us the key to the room next door, the doorframe was the same exact way!! and this room had carpet, but it was all ripped up and stained!! i was quite stunned at what i found, also there was no microwave, we decided on keeping our original room and asked for a microwave, in the meantime i went next door to the Comfort Suites to check out their hotel only to find the same front desk clerk who checked us in, i guess both these properties are run by the same company, when i came back i received a call from the front desk staff advising us there were no microwaves available, but they were going to upgrade us to a suite! wow that was wonderful and very good customer service as i was visably disturbed by what i had found at the hotel, We moved into a six floor suite, one of only four i believe on the water side, while were happy to get the upgrade, again the disrepair of the room was a real let down for me. Knobs were missing off of drawers and the closet in the living room, the sofa table was so wobbly that you could barely set anything on it, in the bedroom the mirrod closet door was missing a door, the ceiling was like a 30 year old ceiling that had major water damage and bad patch jobs. there were no pillows or bed linens for the pull out sofa bed,and our door didnt close all the way without slamming it. Also for two days the elavator would not stop on the fourth floor for patrons.
I understand the climate can make things difficult, however there is no excuse to change the locks and not secure the door frames, and all the broken or missing items out of the rooms, and we saw three, were very disapointing in a major chain that i have come to love, in fact that same week we stayed at two different Comfort Suites in Miami for four days and our stays were excellent and usually are for this chain. We are coming back to Key West in a few months and unless serious repairs are made, i will look elsewhere,
IF you decide to stay here, then ask for a room up high with a water view
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
22 March 2012
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Thank you for sharing your experience during your stay at our hotel. We would like to apologize for the issues with your room. I am glad to hear that you were upgraded to a suite. We are expecting renovations at the end of this year, and we hope that you will give us another chance in the future.
Front Office Supervisor
This response is the subjective opinion of the management representative and not of TripAdvisor LLC