Ivan and Bryan were amazing at the front desk. They gave us plenty of recommendations for restaurants and bars in key west even down to the hours for happy hour. They also gave a great description of the resort. They were super knowledgeable about golf cart reservations and the shuttle. The resort is beautiful. The 5 pools are great. All the included activities on the water were a nice bonus. We will absolutely be back. Wonderful hospitality!
Nice property right on the water. Clean rooms with comfortable beds. Only one restaurant on property so that would be the only downfall. Have to drive to go eat and downtown, but only about 15 from downtown Key West and surrounding restaurants. Marina right there on property so easy fishing charter departure is a bonus. Security guard, Marty & front desk, Bryan were very helpful when my husband misplaced our cooler…housekeepers Tia & Sandi did a fantastic job every day. Thea was very friendly too. Can’t wait to book our next stay.
As a frequent user of this property - I was quite disappointed in this latest visit as how we were treated for dinner, hours of operation and the poor service recovery by their customer service team. Since this was a coordinated 3 days of off shore fishing you could imagine our frustration when they said no to cooking our fresh catch. Basically we arrived for dinner and handed them our fresh catch of fish to be prepared for our main entree. After ordering beverages they came back to us and said they could not cook our fish? Said they had a large party coming so they could not cook it. When they returned the fish it had been repackaged? We had no idea if this was our fish or the same amount. That was it for us and for the next few days we took our fresh catch to another local restaurant and it was delicious. Also, one would think that a hotel would accommodate all their fishing guests by having coffee and light breakfast available starting at 6 AM. Keep in mind that most full day charters leave early and guests would like the convenience to eat before heading out. These issues were presented via an on line survey to their customer relations person. After a weeks time of hearing nothing, I circled back to get a response? Good service recovery process would be to close the issue in 24-48 hours. If one cannot then they could communicate that your issue is important to us and we will get back to you shortly. I finally receive some feedback that they will do better next time? Wow, with that type of response, me and all my fishing buddies will take our bi-annual stays in the keys to a property that values thei customers - elsewhere.…
We stopped by at this hotel on the day as we had booked the incorrect dates for our trip and needed somewhere to stay. We were upgraded to a sea view room, the staff were very friendly and the complimentary water sports in the morning were great. We will definitely be returning!
Great service from resort staff. Food was excellent as well as our suite. This resort is awesome. Tia at front desk was great. Great views of the marina. Pools and music were great as well. We will visit again. Thanks!
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