Check in was fast without any waiting. I was checked in by Shara-she went over the hotel policy's and pointed me to our room for our 3 day stay. There was no room service, but I walked by the lobby and spoke to Latoya a couple of times for water and towels--Within a hour--Stuff was at our room. We had a large suite The bathroom was really nice and very roomy. Nicely updated with good lighting. I checked out and spoke to Kattya M (Front desk manager) about her Great desk staff- They had smiles on and always asked if I needed anything. I had a Great 3 day stay and will be back in the fall. Thank you
I want to give a special tanks to Dayanna & Shara at the Front Desk. They were very polite, attentive and gave an outstanding service and warm welcome. Also I would like to mention the Director of Housekeeping Ms. Kattya who went above and beyond with my family. A millón thanks to all of you. I will come back.
A bit rough for a high end property- employees completely in knowledgeable about property and rooms resulting in some sizable issues upon check in- we called several times to confirm room type, beds, cribs.... everything you do before travel with kids. Hopefully better with time.
This hotel was my worst experience ever and I doubt if they have agenda against Asians. I highly recommend not to use this hotel. 1. I called Front Desk (Christine) for more bath towels from hotel phone around 4:50 PM. She told me to hold but hung up on me. I called again and she immediately put me on hold for ‘longer than 20 minutes’. At that point, I doubted if this was intentional and I called the front desk from my cell phone, which she immediately answered. I asked why she kept me on hold and her explanation was that she had to handle other clients. I didn’t want to argue any longer and just wanted to get towels. So I asked if I can have more bath towers. She said that they will be delivered on a regular housekeeping schedule (5:30 PM). I asked if it can be faster and she said that she would put it in the request. The towels didn’t arrive until 6 PM. When I head the room next to me receiving towels from housekeeping service, I had to interrupt the service lady and ask her to give us some towels. This seems to be beyond incompetency and felt malicious to me. As I noticed that our family was the only Asian, I wonder if they were doing this on purpose. 2. Unethical sales practice – They have two tumblers in the hotel room for you to see, and if you touch and open them to see what they are, they will charge you for it. The sales practice is very sleazy because they have the cardboards beneath the tumblers to explain that they will charge you if you use or open them. The fact is that these tumblers were located above TV, too high for us to see that the cardboards exist or not. I am 5.6 feet but I can’t see the bottom of these tumblers from my height. The front desk said that all their guests have been able to see the cardboard without problem and I am the only one who couldn’t see it. Therefore, it is my fault to not read the cardboard before opening the tumblers. Again, my suspicion is growing if there is a racial implication. Even though they have a nice building in a good location, my family felt discriminated and uncared for.…
This hotel is very nice and has an excellent location. The pool area is beautiful and beds were comfortable. That said the level of service is lacking and front desk staff could use a course in friendliness. The bartender and concierge were exceptions as that were very nice and helpful. For the money I would expect more hospitality and there was ZERO room service. We stayed 4 nights and were supposed to get room service after 3 days and even after confirming they would come, no service came. I begged for toilet paper and towels after 3 days. So, nice location, good pool, poor service. I will be back to Key West just not at this hotel too expensive for the mediocre service.