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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 21 April 2022

Unsure about the last review? Gus’ Grille is the primary restaurant on property. We have eaten there for breakfast, Easter brunch, and dinner. We experienced a cheerful, attentive staff who recognized us by name. The food was tasty, got to meet the Executive Chef, a Steelers fan, at the prime rib carving station. If you expect immediate snap your fingers service, you simply should NOT be traveling right now. Any media outlet will clearly share the challenges in the hospitality industry, Covid is still alive in some areas. We also went to Breezer’s tiki bar for drinks after dinner, they feature a live musician singing background music. It was not loud to us, with our backs right next to the guitarist. TV’s featured sports, the bartenders were fun and inviting. We stayed in a 2 queen room the first three nights, then changed to a 2 bedroom suite the last 4 nights. Both accommodations are very comfortable and nicely appointed, with the suite having a full kitchen and huge living/dining space. Although housekeeping is offered, we placed a do not disturb sign out and just asked for extra coffee for the Nespresso machine. When you stop and think, do you really need all the additional services? I don’t change my towel at home everyday.
We spent time at both the pool and beach, plenty of comfortable seating, and got to meet the delightful servers and bartenders at Flipper’s pool bar. The spa was spotless and Marte the provider gave us the best facials ever!
This is our second time staying at this wonderful property. Last time we went on a snorkeling trip onsite with Pirates Cove Watersports. Our daughter went jet skiing and had a blast, weather has been ideal. I met the GM Shannon in passing twice who could not have been friendlier and engaged in conversation with his associates. Specific shout outs to Queen Alexeen at Flippers, Carlos, Roderick and Lyndsay at Breezers and of course Carla, Michaela, Lux and Diane at the Front Desk.
I would highly recommend a stay here. If traveling in the spring of 2022, remember what we all just went through, be kind, and definitely be patient, nothing is perfect.

Room tip: 4th floor is highest, get a, suite if you need the ultimate in space and comfort
Date of stay: April 2022
    • Sleep Quality
    • Cleanliness
    • Service
Thank Jruss123
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 22 April 2022

Dear crussell6,

Thank you for your detailed and thorough review of your stay. We truly appreciate the kind words and support. It was a pleasure meeting you and your family around the property during your stay! We hope to be of service again soon. I'm sure the staff will be keeping an eye out for you. Thank you again.

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Reviewed 16 April 2022 via mobile

The room was very nice but as a full service resort this property is sub par. The main restaurant left us standing at host stand for over 15 minutes while 3 people said someone would be with us in a minute. Most employees were standing around talking and the restaurant was not busy. The other restaurant/bar music was so loud that our ears rang when we came out we watched several couples go in the immediately come out and say the music is way to loud. Bartenders couldn’t hear what people were ordering. The pool bar was supposed to close at sunset but closed at least 2 hours before sunset and the brown, short haired female bartender is extremely rude. If you are looking for a place to stay, play and dine in key largo you should try another resort.

Date of stay: April 2022
Trip type: Travelled as a couple
1  Thank I162VYmarym
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Michaela Roberts, Guest Services / Front Office at Reefhouse Resort & Marina, responded to this reviewResponded 17 April 2022

Thank you for the feedback you have provided.
Receiving warm and friendly service from our staff sets the tone for a great stay. This was not your experience, and I sincerely apologize for failing to meet your expectations.
I have shared your feedback with the associates, and as a teachable moment, we have discussed our service standards and reviewed improvement opportunities in the service they provide. I am confident that these necessary steps will ensure your experience is an isolated incident.

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Reviewed 14 April 2022 via mobile

My husband & I wanted to get away from the NE cold weather for my birthday/ Babymoon/ Spring break, so after some time researching locations in Key Largo ( so our drive wouldn’t be long from Miami), we found that this was our best option for what we were looking for. We wanted the following:
A view of the bay & a king size bed✅
A higher floor & easy access parking for our rental✅
Quiet area for us to get good sleep✅
Easy access to the beach & pool with food & drinks✅
Water sport options or other things to get into within a very short drive✅

The check in process was quick & easy, the staff was helpful & friendly, we found our room, gave ourselves a night tour of the property so we could scout spots we wanted the following morning.

The quality of the room is fine, I knew coming into this that upgrades of their designs & some products inside the room could use a refresh as some handles were bent, and our main hotel room door had to be slammed shut in order to actually lock behind us. Some upkeep of the rooms & property overall would be welcomed & helpful since you do pay a lot for this location to begin with. We justified it since we really won’t have another get away like this for a long time, so we rolled with some of the punches. If you have high expectations, there are other resorts in the area that are nicer but cost even more than this one. So unless money isn’t a problem, this may be the best option. Not sure what their standard rooms are like, but heard mixed reviews from others. We didn’t want to waste our money or time with the cheaper options intentionally so we wouldn’t have to worry.

Our room overall is perfectly fine. It has a great view from the bed, the doors open on both sides so you get lots of fresh air & a cute balcony with two chairs & a table.

This is a very kid friendly location, it seems to be mainly young teens, kids & a few babies. Not a lot of couples. So if you’re looking for a “kid free” location, this isn’t for you, keep looking.

Again, can’t complain about the experience or staff, everyone has been super helpful, friendly, kind & available. We also knew that room cleaning wouldn’t be regular due to Covid & staffing issues all over the USA, but we’re pleasantly surprised when our room was made up after spending our days outside on the beach & by the pool.

One HUGE complaint I do have is allowing guests to bring their own music to the pool area. I thought this was not allowed but seems that nobody is enforcing it or telling them they can’t. It’s a handful of people, but when you’re already paying in the $1k to stay here, it should certainly be enforced. Nobody needs to hear anything outside of what the resort speakers are playing.

The food & drinks on property is great & we have had zero complaints in that department either.

Date of stay: April 2022
Trip type: Travelled as a couple
Thank SemraE1282
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 15 April 2022

Dear SemraE1282,

Thank you for taking the time to share your review of the Reefhouse Resort & Marina. We appreciate all of your feedback very much and will use it to work to improve. We hope to be of service again in the future.

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Reviewed 24 March 2022 via mobile

The ReefHouse Marina and Resort has made it abundantly clear that they can charge whatever they want for a poorly updated property, post pretty pictures of what it should look like and get away with it. The place is not clean, specifically the common areas, and the “resort” fee is for things every hotel offers as part of your stay. Amenities are not commensurate to the fees.

But the real kicker is the condition of the property; it’s dirty and our room had left-over screws in our bathtub soap dish, which clearly indicates that their cleaning standards are subpar. The door to the bathroom was broken and it stuck to the top when closed, forcing us to pull and pull several times to get it open, so the door was falling apart. By day two the door was sliced from the top. Upon our request, maintenance came to “fix” the door, and proceeded to “shave” the top of the door while using the edge of our bathtub as a step ladder, mind you, with his dirty work boots. I witnessed all of this in horror and left the room. When I returned, the door was still broken, still getting stuck, and a film of compressed wood dust on the bottom of the tub, over towels, and on the bathroom floor. I cleaned up a little to use the bathroom, but called front desk to see why our room had not been made up or cleaned. The answer: we only do that on request. Now, we are paying over 700/night, and I would expect service to accompany that fee.

The staff is very pleasant, but the hotel needs to step up its game if it wants to charge these fees.

Date of stay: March 2022
Trip type: Travelled as a couple
3  Thank Ana Maria D
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 25 March 2022

Dear Ana Maria D,

Thank you for your review. We certainly want to apologize for your less than acceptable experience. We will use your comments so we may work to improve our facility and the level of service we provide. This is certainly not the experience we want any guest to encounter. We truly appreciate your feedback and hope you will provide us another opportunity to create a more positive stay with us.

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Reviewed 24 March 2022

Planned an extended weekend getaway and chose Reefhouse based on availability and price.

Accommodations were adequate, but room was in need of some cosmetic repairs.

Amenities were more than adequate and the staff at the hotel, restaurants and at Pirate's Cove Watersports were very accommodating.

Would definitely stay here again when coming back to the Florida keys.

Date of stay: March 2022
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank Suestrvef
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 March 2022

Dear Suestrvef,

Thank you for your review. We would love to welcome you back again very soon.

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