We traveled to Islamorada with three families for a holiday. As we were a large group, we had to book a house with at least 5 rooms to accomodate us all. We booked months in advance, confirmed the that the property at La Siesta was available on their website and then found that it was less expensive on Hotels.com, although non-refundable, so we booked through the third party. We called La Siesta several times in advance of our stay with questions about the property, the specific house amenities and whether we could have early check in. Early check in was not available on the day so we made our way to the resort leisurely waiting until 4pm for our check in time. When we arrived at La Siesta Resort the guest service associate, Ashley, informed us that unfortunately they could not accommodate us and that the house was already occupied. Instead they offered us a different house with 3 bedrooms, and a suite on the beach with 2 bedrooms - completely separate from each other. As the goal of our holiday was to be together and we had done everything possible to secure a house together, calls to the resort in advance, we were dumbfounded. We asked to speak to the manager, Andrea, who we were told was not on site. While we sat there trying to reach Hotels.com to determine where our three families could be relocated for the evening we saw someone else arrive to check in for the house that we had booked. We couldn't believe that we had been sitting there for 40 minutes with our six children feeling homeless and that they had been dishonest about the house being occupied. The conversation escalated and suddenly the manager, Andrea, who they claimed wasn't on site or available, came out of the small office behind us. She ushered us into the office to let us know that there was nothing she could do. Because we booked the reservation with Hotels.com (Expedia) and that they hadn't noticed until that morning, she said that the reservations booked directly through their hotel take precedence and that she would reach out to Expedia to offer us a refund. We pleaded with her to reach out to her General Manager, Rob, as we had booked the property before the other reservation or it would have been unavailable when we compared the website cost to Hotels.com. She continued to reiterate that he was aware of the issue and would not honor our reservation. There was nothing they could do and so we left La Siesta Resort to feed the kids with nowhere to go. We spent the next few hours on the phone with Hotels.com trying to be relocated but they said that La Siesta wasn't being responsive so two of us drove back to the property to ask them to answer the phone. I asked Hotels.com to remain on the line with me while we asked a guest service associate to assist. We, being a group of 12, and it being by now 8 pm on a Friday night, Hotels.com was not able to find another location for us and we were stranded. The whole situation was a fiasco. La Siesta knew about our reservation (they had provided us with information about our stay multiple times), and we arrived before the other party that had booked the same house. Yet La Siesta did not honor our reservation, the staff lied to us, and the manager, Andrea, just refused to acknowledge their error or show a lack of concern, and threatened to call the police on two moms just trying to save their family vacations. It is hard to think of a way La Siesta could have handled this worse. Not only was our holiday derailed and we were left in the lurch, but they also treated our families like we were insignificant and unimportant.…
The La Siesta Resort & Marina is a good location in the keys close to good restaurants and fishing. The staff and rooms were very nice and very clean. A bit pricey and had to pay months in advance. Even though we we booked months prior to our stay and had to pay in full at the time of booking, the fees were hiked and we had to pay the higher fees at checkout.
We are having a wonderful time at the La Siesta. Employees Daniel, Ferny, June, and Channing and Joe were especially friendly and helpful. Our room was great with a lovely view of pool and the ocean The grounds were kept so nice and the pool was very clean. Also went kayaking, paddle boarding, and bicycling. The employees were concerned for our safety and were very careful not to let us go out if winds were up. Thoroughly enjoyed my stay. Beds were really comfortable Eileen
My family of 4 with 2 teen boys enjoyed our stay at La Siesta. We like the size of the resort with different lodging options. We used the kayaks and paddle boards, which were included in the resort fee. Pool was busy but not too crowded. Service at Wild and Lime was slow, but we didn’t mind, but this may be a turn off for other guests. We walked to Lazy Days for dinner one night via the walking path. Would recommend this resort for a relaxing stay at Islamorada.
Poor staffing with little conxern for guests. We stayed five days and had to continually ask for bath towels, etc. When calling the front desk, they never, never, never answer. Linens were ti be changed Tuesday and Thursday. Never happened and when confronted front desk personnel, was told it was due to COVID. Really? COVID is no longer an excuse for bad customer service or it should be disclossed when making reservations. We paid over $3000 for 5 night stay. No garbage removal from room. No sweeping of room, in a beach room. Bathroom sink and tub stopped up. Took two days to be fixed. Pool bar hours and services were non existence. Some customers helped themselves. I would like to stay here again because of the location but more than happy to give my money to another property. It's a high risk, choose wisely. Oh, the morning we were leaving, two roaches on the kitchen floor.…
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