When we arrived the first 2 rooms they assigned us had not been cleaned. They accommodated us by provided meal tickets to the Toasted Coconut grill and bar on the premises. (We kept putting off going til’ we missed our chance as they shut down after breakfast and we were scheduled to leave before they we to open back up. I think for the price they could have had coffee and something in the lobby set up for to go. NO WASHER OR DRYER WHEN WE THERE, I like to pack super light. I’m a one bag traveler.
Extremely disappointed with this hotel, which is not cheap and charges a ridiculous resort fee. Although the grounds and lobby area are indeed lovely, the rooms resemble cheap motel rooms and look nothing like the attractive pictures online. Rooms are dirty, sinks leak, TV is spotty, and staff do not care.
The hotel was fine which means it wasn't bad enough for me to check out and go stay somewhere else but I wouldn't recommend it, especially for the money. My biggest complaint would be housekeeping. The room seemed reasonably clean upon arrival but it was clear housekeeping didn't come every day. Some days the bed was made when we returned and some days it wasn't. There were clean towels every day so clearly housekeeping was there, but the counter was never wiped down in the bathroom even once, and I'm not sure the sheets were changed. Overall it felt more like a 5 story motel rather than a hotel. The pool was nice and you're able to share the pool of the Gates hotel next door which is nice. So overall, it was fine. But I do think it was overpriced for what it was.
Pictures on the website are deceiving. I had the deluxe ocean view queen (the king was sold out and that’s another whole story). I was expecting a bright and cheerful room with the advertised walk in shower and got an old tub and a very small and worn out room. The ocean view was beautiful but they don’t show you first have to eye past a loud and busy road.
When you reserve a hotel, months in advance, and pay a premium for an ocean view with two beds, to share with your mother, it is not pleasant to arrive late at night, only to find out that you were placed in a single bed unit. Then, you are told that the only remaining two-bed unit is on a non-ocean view section, but you are expected to pay for the charge. That is what happened here. The fact that the front desk did not find any issue offering me a room with a single bed to share with my mother, after paying that high a fee for a hotel room, is laughable. The hotel staff blamed AMEX and offered to waive the resort fee. I call AMEX, who then calls the hotel. It finally is revealed to AMEX that the hotel overbooked the hotel and lied to us at check-in, just as they attempted to deceive the AMEX travel agent. At least AMEX was amenable in helping us out for our next trip, and at least the hotel waived the resort fee. This was my mother's first trip to the Keys, and her first vacation post COVID. Her one wish for her vacation was to go to a hotel and wake up with the ocean view. We could have chosen any hotel for this. We chose this one. And we got screwed.…
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