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Reviewed 21 April 2018 via mobile

We were here for a medical seminar put on by MER. At almost 600:00 (with tax and resort fee) per day we were expecting a grand experience, NOT THE CASE! This is not a well run hotel. So many things happened that were memorable in a bad way. I can't imagine this hotel having much repeat business. One and done is my guess. At check in-we arrived from Key Largo after scuba diving in the morning. I told the valet that two bags held wet gear. He hung them from the cart and they dripped on our luggage and soaked our clothes for 20-30 minutes. Stupid move! There were two beach weddings during our stay and they closed the main beach to everyone from 8am and thruout the whole day, for two days. This was unacceptable since they don't tell you there is a wedding booked for almost half the time you're here and the beach is off limits but the 90.00 per day resort charge per day is still in effect. Complimentary Coffee in the lobby is only available from 4:30am till 6:30am, after that it becomes another profit center for this hotel. Still available but costly like everything else. The food was overpriced and poorly prepared. Really bad. We ate elsewhere after the first day. My advise is DO NOT stay here. Avoid this place like you would a pickpocket because that's how you will feel after your stay. As if you've been fleeced! This hotel has changed hands a few times recently and I predict another sale soon. Trying to sell it as a Waldorf Astoria hotel is a cruel joke. Even some of the employees we spoke to about our experience wholeheartedly agree with my opinion and educated me on a few of my postings and predictions here.

Stayed: April 2018, travelled on business
2  Thank FRANK C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 21 April 2018

Dear FRANK C,

Thank you for your leaving us with your thoughts. We are very concerned to hear about these negative aspects of your recent time with us during the medical seminar. We are sorry that your experience was not up to the standards of luxury that we aim to provide. We appreciate your feedback and will take it into sincere consideration as we continue to improve our Resort.

Sincerely,
Jamaal Simington
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 April 2018 via mobile

Highly recommend this amazing resort. So accommodating and so many fun things to do. Dinner on the sand was excellent! Barefoot Billy and staff added to our comfort and enjoyed all the sports activities they had for guests. Bicycles are definitely the way to see the island!

Stayed: April 2018, travelled as a couple
Thank cyndie w
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 April 2018 via mobile

The best part of our stay at the resort was the staff! Especially our favorite bartenders Patrick and Megan, and our server Robert. Everyone we came in contact was friendly and helpful, but these 3 are world class!! I highly recommend you ask for them. #Rm420

Stayed: April 2018, travelled on business
Thank Jennie W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 19 April 2018

Dear Jennie W,

From all of us at Casa Marina, we are thrilled to have provided you with spectacular service during your Key West getaway. Whether it was a friendly smile or a prompt drink, we’re glad that you enjoyed your stay. We look forward to welcoming you back soon.

Sincerely,
Jamaal Simington
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 April 2018

VERY shabby overall and in dire need of upgrade. Noisy/poor insulation. Mold in first room, leak in second. Ryan (manager) helped as much as he could and we appreciated his kind attention. Unfortunately, he couldn’t remodel the hotel, which is what it needs!

  • Stayed: April 2018, travelled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
2  Thank CarpeDiem4747
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 18 April 2018

Dear CarpeDiem4747,

Thank you for your comment. While we are thrilled that you received the attention and care you deserve while our valued guest, we are disappointed that you were unimpressed with the rest of your visit. We appreciate the honest feedback and will use it to make the necessary changes in order to upgrade your next experience.

Sincerely,
Jamaal Simington
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 April 2018

On the positive side, the grounds are beautiful. Lobby bartender is excellent. Room service was friendly and efficient.

We had an ocean view room with balcony. Excepting the view, the size, layout and condition of the room is that of any generic mid-priced hotel. Lighting in the bathroom is awful. Obvious, poorly repaired wall damage existed in the room. Adjacent guest room balconies are separated by cloth barriers. The elevators are small and slow, necessitating use of the stirs. I've been in parking garages with better lit, cleaner stairwells. This is a luxury priced hotel?

The staff is largely indifferent. Simple things like requesting (at noon) that your room be made up is not accomplished until hours later, typically around 3:30pm. Need a towel at the beach? The towel booth was unoccupied and another nearby employee, rather than offer to get a towel, simply said the towel person 'would be right back'.

Lunch at the outside hotel restaurant? We invited guests and had a party of six. One entree, despite two requests, never arrived!. A second round of drinks required getting up and hunting down another server.

For those looking for a luxury experience, look elsewhere.

  • Stayed: March 2018, travelled as a couple
    • Rooms
    • Cleanliness
    • Service
Thank RRT79
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 18 April 2018

Dear RRT79,

Thank you for leaving us with your feedback. We regret to hear that you were disappointed with your visit to Key West. We’re sad to learn that you were not impressed with the condition of your room, we agree that the details outlined are not up to the standard of luxury that you are rightful to expect. Please allow us to extend our apologies for the discrepancies in service that you received as well. We hope that we can improve upon the issues in order to provide a better experience in the future.

Sincerely,
Jamaal Simington
Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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