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All reviews gus' grille key west pool bar dive shop bay view jet ski bedroom suite corner room water sports beach area pool side great pool small beach plenty of chairs water view scuba diving fire pit
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Reviewed 25 July 2021

This large resort (200+ beds) manages to capture the best of the Fla Keys: stunning beaches, abundant dive/snorkel sites, nearby parks and an onsite marina for boating. Stellar management team led by Shannon, Rachel & Mark (the latter is events guru) set the tone of friendly responsiveness reflected in every staff member.

Room tip: Bayview rooms are at a premium but island views are equally as pleasant.
Date of stay: July 2021
  • Trip type: Travelled on business
    • Location
    • Rooms
    • Service
1  Thank MeetingPlannerKWolf
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Shannon Burdge, General Manager at Reefhouse Resort & Marina, responded to this reviewResponded 26 July 2021

Dear MeetingPlannerKWolf,

Thank you for your review and kind words. We appreciate you taking the time to share your experience. We hope to be of service to you many times in the future.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 July 2021 via mobile

My wife, daughter, and I stayed here for a few days of our trip for some scuba diving. It’s a rather large property, and definitely has a Caribbean, all-inclusive feel to it.

Pros:
We were granted a Marriott Gold Member upgrade from a base room, to a room with a balcony that was facing the pool.

We were able to check in early with no real hassle.

The room was spacious and the balcony was enjoyed each morning with a cup of coffee.

Pool area was nice and so was the small beach they had.

Staff were friendly and very welcoming

Cons:
Food was not great and over priced. Better to go off site if you are driving.

We dealt with one night of really loud music coming from the room above us. This was going on at midnight. We did contact the front desk, and shortly after the music stopped. Can’t blame the hotel itself for this one. Some guests are just not considerate. We are just glad they either turned it down on their own, or security went and talked to them.

Date of stay: July 2021
Trip type: Travelled with family
Thank JarrettBucketListTra
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Shannon Burdge, General Manager at Reefhouse Resort & Marina, responded to this reviewResponded 24 July 2021

Dear JarrettBucketListTra,

Thank you for taking the time to share your review. We are pleased to hear you enjoyed your stay. I am very sorry some inconsiderate neighbors disturbed your stay. We hope to have you return again in the near future.

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Reviewed 21 July 2021 via mobile

Captain Cutlet and Captain John were great for our snorkeling trip. Provided excellent information regarding reefs and aquatic life.

Seas were 4-6 ft, slightly rough, but they ensured our safety.

Highly recommend both for future trips.

Room tip: Definitely book with pirates cove
Date of stay: July 2021
Trip type: Travelled as a couple
Thank Freedom22874786216
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Shannon Burdge, General Manager at Reefhouse Resort & Marina, responded to this reviewResponded 21 July 2021

Dear Freedom22874786216,

Thank you for your review of the dive shop on site, Pirates Cove. We are very happy to hear how you enjoyed your snorkeling adventures. We hope to see you again soon.

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Reviewed 19 July 2021

Our room was filthy and the pictures of the resort and rooms on the website make it far better than it really is. As soon as we walked into the room we noticed the wall were dirty. Two sites had hair on them at a light switch and on the wall. The door to room shut all the way, but had a significant gap that light shined through and bugs could crawl in and out of. Marriott should be ashamed of this property. For $700/night it is terrible. I've stayed in motel 6, super 8 etc that were far cleaner than this place. We don't mind paying more for location, but not a room as filthy as this with unknown hair on soap, light switch. Property worn down. Rebooked to the Playa Largo, also a Marriott property, and much better at slightly lower cost. If you fear COVID, this place should scare you with the filth we saw. I'm sure the property will respond to this, and we were told no charge as we never even unpacked and left. Yet, days later, the charge is still on our credit card. Maybe we got the worst room on the property, but still. We haven't left a hotel before unpacking ever before.

Date of stay: July 2021
    • Value
    • Cleanliness
2  Thank B4143WFjohnb
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Shannon Burdge, General Manager at Reefhouse Resort & Marina, responded to this reviewResponded 21 July 2021

Dear B4143WFjohnb,

Thank you for your review. I am very sorry your room was not as it should have been upon your arrival. We will certainly be reviewing our cleanliness guidelines and processes to ensure this does not happen in the future. I am hopeful you enjoyed your stay at your alternate location. If the hold on your credit card taken at check-in has not been released, please let me know so I may work to remove this hold. Again, please accept my apologies.

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Reviewed 13 July 2021 via mobile

First, our family has stayed at this property several times. The location is excellent. Nice beach and water activities. We enjoyed the sunset from the large tiki overlooking the bay. The staff handling the kayak rentals is helpful and friendly. My spouse thoroughly enjoyed the spa and massage. However, these are outside vendors. Our server at the pool and Gus’ were friendly.

Ok. Here’s the bad part. The property is in disrepair. It does not appear there has been any major updates since our last visit in 2016. Our room had a hole in the wall. The paint on the bathroom door is peeling.

Understanding that COVID has caused substantial staff shortages, for the price we paid off season, we were disappointed in the overall upkeep especially in the pool area. General maintenance and cleanliness were lacking. A used diaper was left on a lounge chair and had to be removed by my spouse. Plastic cups were lying around the pool deck. Used towels were lying on chairs. Dirty food dishes were left near the bar overnight. Housekeeping came after 4 on one day and not until we left for dinner on the second day to service our room. The exercise room was fine.

As a Bonvoy member, our family always strives to stay at Marriott properties. This experience has unfortunately made us rethink whether we will continue to do so.

Date of stay: July 2021
Trip type: Travelled with family
1  Thank AAGoodlife
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Shannon Burdge, General Manager at Reefhouse Resort & Marina, responded to this reviewResponded 14 July 2021

Dear AAGoodlife,

Thank you for your review, detailed observations, and continued patronage. I am very sorry you experienced some issues during your stay. We will certainly use your comments to continue to improve. We have completed many projects just in the last year to include replacing the pool deck and Tiki bar, room renovations to include furniture, flooring, and window treatments. We have plans to continue to improve in many areas of the hotel and hope you will return to see our continued transformation.

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