Pier House Resort & Spa

My husband and I booked our stay at Pier House as an emergency beach vacation to destress. Pier House was perfect for this. Within the walls of the resort you would never know that the activity in the tourist area is there. It is very quiet and peaceful with lush greenery and water features surrounding the pathways, pool and private beach. We upgraded our room from a standard king to an ocean front dockside room. We have no regrets at all! We were lucky enough to get the corner room so we had views of the ocean and the beach. Despite the close proximity to the beach and restaurant, our room was very quiet. We couldn't hear any noise from neighbors or outdoors. The room was spacious and clean and the bed was comfortable enough. The beach and pools had plenty of loungers and umbrellas and were also kept clean. There was only one day that the beach seemed overly crowded but I suspect that this was due to guests checking in and out crossing paths because the next day it was back to normal. We were surprised by how good the food was at the resort. We aren't really breakfast people but the cappuccinos were nice. We ate lunch at the beach bar each day and never grew tired of the parmesan fries or the berry, nut and goat cheese salad. We only ate at One Duval one evening but that experience was pleasant and I was happy to find several vegetarian options. The staff is actually what really made our trip amazing, not just great. Everyone we interacted with was very friendly and kind. We always had a drink in our hands when we wanted one at the beach or pool (Linda and Nick are the best!) and the women at the front desk were helpful with making restaurant recommendations and providing directions so that we could enjoy quieter walks and avoid the action on Duval. The servers at the beach and pool work sunrise to sunset it seems and they hustle but with a smile on their face! I didn't see or overhear any negative interactions. I had some questions about my invoice at checkout and Chuck, the manager, called me after I returned home to graciously explain the details (the misunderstanding was completely on my end). The people alone are enough to bring us back. We felt welcomed, comfortable, and safe throughout our stay. I am usually a fairly tough critic but I cannot think of anything that I would improve or change about our stay. I look forward to returning when we need another emergency beach vacation!

Traveled with my husband, its a nice resort quiet area, very happy they had a small beach that was always cleaned pool was also nice. The rooms could use a little update the bed was hard and bc your in key west the room smelled a little musty. Everyone that worked there were nice, there is roasters and chickens walking around the resort which we enjoyed seeing. I would recommend this resort if your looking for quiet area but down the street from Duval street were there is bars and shops.

Highly recommend staying here!! Everything was awesome, the views, service, staff friendliness. Great little beach spot and you can't find a better place to catch the sunset, much better that sunset pier or Mallory square. It's in a great part of town and within walking distance to a lot of different attractions and restaurants. Rooms were a nice size and the bed was very comfortable. It was quite our entire stay and always felt safe. A nice bar by the beach and pool to get a drink or bite to eat. Most definitely recommend if looking for a place to stay!!

We had an excellent stay at the Pier House. Absolutely loved the swimming area and beach drink service. The grounds are beautiful. We looked for coffee in the lobby but apparently it is in the café part. The staff were friendly and helpful. Our room was first floor, no real view, very small outdoor sitting area. All in all it was a great stay in a great area of Key West.

What an unbelievable hotel. Wife and I spent our 19th anniversary together at the Pier House June 12-16 and was nothing short of perfect. The location, views, amenities and services were incredible. We met many couples that were return guests of the Pier House and I can guarantee that we will become long lasting guests also.

Great location, I’ve stayed at several of the resorts near this location and wanted to stay here. I was here just for a quick fishing trip, and got a good deal on the room, but it was at a cost. The room was overlooking the parking lot and right next to an exhaust fan, which took a lot of joy from being on the patio! The parking lot view was fine, but the fan took a lot of joy from being out there. The staff was extremely nice and the pool and beach were very nice! Not sure if I’d stay here again since you have to pay so much more just for a better view and room. I was next door my last trip and got an incredible view and room for substantially less, and was still a very nice resort.

Our stay at Pier House was awesome! This is the perfect place to stay in Key West. The staff was exceptional. Shout out to Colleen and Levi at the front desk for a great job and for making sure our room and stay was perfect. Special thanks to Lee Deforrest, Concierge, who contacted us prior to our stay and booked several excursions to include snorkeling, sunset cruise, and dinner reservations.

Celebrating our 25th anniversary and could not have been more pleased with everything the Pier House has to offer. We moved rooms to spa building, which is beautiful and Deniem was fantastic. She was so helpful and kind and made the experience perfect! Would not stay anywhere else on the island. Perfect location and the pool and beach were amazing.

This is my ultimate favorite hotel in Key West, and my family has been coming to the Pier House for 40 years. My young son knows how much I love the Pier House and he requested to go for his birthday- and now it is a new tradition for him that I'm happy to have been able to pass down. We had the best time- the service was phenomenal, everyone was very nice and welcoming, the little beach is the coolest, the food was fantastic. I just can't say enough about the Pier House- thank you everyone!

This place is really more of an upscale Motel - my husband and I booked this 'luxury resort' through Expedia. Expedia did their best to try and get us a resort credit to no avail - the Pier House General Manager wouldn't extend that credit. We booked this for our 25th wedding anniversary and made sure when I spoke with the hotel prior that they were aware of that. Upon arrival we were not greeted at the door - we were clearly struggling with our bags and could see the Front Desk from the door and no one even held the door open - strike one - how is this luxury? Secondly, no one helped us get to our room - we were given a map (after I asked for one) of the property and had a lot of trouble finding our room. At one point my husband had me wait and he went and walked around until he found it and then came back for me - we paid it forward to another couple going through the same a few days later and helped them find their room - this is NOT a luxury experience, but the prices they charge sure reflect that. The room itself was NOT luxurious. The pictures on their site are very misleading - now that I've stayed there they are on my Facebook algorithm and what they show is NOT what you get. Half of the outlets in the room do not work (we stayed in 2 different rooms and both had the same issue), the iron broke, there was no room service even though their website says there is, there is chipped paint, the bedframes are in disrepair, the balcony has tons of rusting, there are no bathtubs, just showers, the exhaust fans in both rooms were LOUD and squeaky. The refrigerator was supposed to be 'stocked' with water - no - 2 bottles. When I asked about this I was told that I could have 2 more our first night but that was it and they would charge us if we wanted more than that. We were also told there would be 'gourmet' coffee in our room - Green Mountain Coffee is not gourmet - adequate yes, gourmet? No. At least there was coffee service each morning that you could walk to - it would be a nice touch to offer non-dairy creamer like Almond milk and how about Decaf as well? We were told we would have a beautiful view off our patio...um, okay it looks across a garden which is framed by a main pathway that everyone uses to get back and forth to their beach and restaurant - while people smoke cigarettes and cigars wherever they please and no one says or does a thing to correct this. There is garbage and cigarette and cigar butts on the beach as well as main pathways. Other guests are loud in common areas like the beach and pool and the walls in the guest rooms aren't thick enough and you can hear people in adjacent rooms. If you are looking for peace and quiet this is NOT the place to stay. When I finally said something on our second night there we were 'upgraded' to a 3rd floor room with an ocean view (which we were supposed to get in the first place)...cue the rusty awning and chipped paint. That first night in our second room there was a dog in the room next to us whining and crying for hours - this broke my and my husband's hearts.- obviously the owners had left him alone - I contacted the front desk and they called the room phone / we could hear it ringing - obviously the owners weren't there! I should have known that this property wouldn't offer excellent service when I called to ask a few questions the week before our arrival when my questions were met with irritation and not friendliness. Unless things are cleaned up kept up better and the policies are actually enforced we will not return and would certainly not recommend this place to anyone. We left feeling cheated out of our 25th anniversary celebration - this was the first real vacation we had ever taken in 25 years and had spent a lot of money that left us feeling a lot of buyer's remorse.

The $75 Sunday Brunch I don't miss each trip to KW. Sit outside great water view. Unlimited Bloody Marys and mimosa included. Unlimited varities of small plates. AAA Service.

Our stay at The Pier House in Key West was far from what we expected. From the moment we walked into the 60's decor front lobby, we were met with disappointment. The public bathrooms in the hall were rusted, dirty, and lacked basic necessities like soap and toilet paper. The rude staff at check-in set the tone for our entire stay. The lady at the front desk, whose initials were DB, made it clear that she didn't want us there. We were traveling with elderly parents and young children and had requested rooms in the same building. We were told that if they had them, they would have accommodated us, but our parents were placed in a building with no elevator. Their room was dark, had dirty walls, and the closet had chunks of wood missing. The shower did not drain, causing numerous issues. Our garden room the first night had no AC because the freon was out, and nothing could be done about it. We also had ants and other bugs in the room due to gaps at the bottom of the garden doors. The garden view we paid extra for was a view of the parking lot, an extra shed, and the building next door with its water tanks. The pictures online were very different from what the rooms actually were. This outdated resort with rude staff has us questioning the authenticity of the 5-star reviews. For the price we paid, we expected much more. The Pier House desperately needs to update its facilities and hire new front desk staff.

This place was amazing. The food was so fabulous. The service was perfect. And you can't beat the view. We loved everything.

My partner wanted a room with an ocean so he picked Pier House Resort & Spa. It was a great room with a beautiful ocean view, but with taxes and other room charges coming to around $900 a night it ought to have a good view. But like most pricey places in Key West there is little that goes with it. Sure, you get a common area pool, a bar, maybe a restaurant, but as with Pier House, no one to assist you with your baggage, no concierge, and don't expect any flowers or chocolates on your pillow at night. Pier House Resort & Spa is very well maintained, and totally spotlessly clean, but beginning to show its age. It has a nice pool, a good beach bar, and a couple of restaurants, One of the restaurants., One Duval has a magnificent view of the gulf and offers really good food. The Beach Bar closes at 7 pm at which time One Duval opens. I like Pier House but I really think it is way overpriced for what you get. But then, Key West is one of those places where normal prices and services simply don't apply.

We stay once or twice each year, this year did not disappoint. From check-in to check-out, everything was great! The location is within walking distance to so much. All staff was kind and professional. Our room was clean and modern with daily housekeeping. Thank you, see you next year!

Our check in time was 4 pm, we arrived early in hopes they could give us a room so we could change as we had an ocean adventure planned that day. We were told to change in the pool restroom and they would text us when the room was ready. We got the text at 4:30 pm. We were out at sea and did not return to physically check into the room until about 8:30 pm. After getting showered and ready for bed we noticed the sheets had a brown stain (I hope it was chocolate because the thought of almost lying down on poop or dried blood is disturbing). When I contacted front desk I was told that housekeeping was gone for the day and someone would bring me clean sheets so that I could change the sheets. Fast forward to the middle of the night, I wake up and when my feet hit the floor they are greeted by a puddle of water. I turn on the flash light to my phone and notice there is a puddle of water bedside with a trail of water leading to the mini split AC unit that is in the room. I was so upset the brown stuff on the sheets and now the AC dripping into the room was definitely not what I would expect from staying at any hotel let alone one that is over $600 a night!!!!! Was very displeased with my stay and choice in hotel. The location is AMAZING and the bathroom in the room was very nice, but if I had to redo this weekend getaway I would pick another hotel.

Not worth the money at all! We stayed 3 nights. $833 a night after all the fees. I have never spent that much but decided to splurge and was so disappointed. I figured I would have some kind of nice view. Pros, staff was nice when we checked in, everything is in walking distance. Cons. So many. I've stayed at way nicer hotels for less than half the price. Got into the room and sat on the bed, squeek! Ladies down tuned and every turn a squeek from the old wood. The front desk said they could move us to another building with no elevator. No thanks. There was a room conditioner that kept turning off so wouldn't get under a certain temp and it was hot, fan in the room barely turned so was it was pointless, dirty bathroom floor, shower curtain way to short so water kept getting on the floor with every shower, nasty shower head that needs to be cleaned, bright lights right outside our window that were coming through wooden dirty blinds. Half the windows had curtains the other half ac with shutters. They need curtains, then cut them shorter to fit where the ac is. Doors all slammed loud each time somebody left their room like a motel. Can't you make them soft closing? Stairs were so gross. At least paint them and make them look nice. I just didn't expect the condition of the hotel to looks like this. As I checked out, the younger girl never asked how it was so I told her we had a bad experience. No, I'm sorry or anything. She just said did you tell anybody I said yes about the bed and they said they fixed it while we were gone but it was still the same and needs to be replaced. Okay all done. She could care less didn't even say anything else. I sent an email so let's see if anybody responds.

The food here was really good! I got lobster sliders and they were delicious! However, the communication between the spa and the restaurant was lacking. The spa let us know we could order food and sit on the beach area but one of the servers actually kicked us off completely. We ended up at the restaurant thankfully we got a different server and she was a gem. We apologized for intruding on the beach and she even said we could have sat there and ordered food still. Thankfully, she was our server and was an absolute gem but you can easily tell who cares about customer service and who doesn't.

What's happened to this place?? It's gone downhill fast. Shabby and in disrepair.. beach towel nazi so unfriendly and not helpful. There was sand on floor and in beds in room upon check in, and fan switch didn't work. What's up Pier House? Get it together. The beach is still great, but this place needs some sprucing and better management. Glad to see turtles again though...

First time staying here. After viewing several reviews, we decided to give it a try. As soon as we arrived, you could tell this was a dated property. Ok, it's old. Our room was ready at 4pm, no problem. The walk to our building which was overlooking the beach was nice with tropical plants. Now to the room . Dated , paint peeling, bed frame was (look at pics ), damage to closet door. This was all within the first 5 minutes of entering. We used the rain shower and when we were finished we found the. Bathroom floor was flooded with water. Evidently the glass shower door doesn't seal and lets water flow out! I've had better rooms at the Holiday Inn. Save your money and stay somewhere else.

This "resort" is more like a glorified Holiday Inn. I could not wait to leave. The best parts were the location and the nail technician in the spa. I agree with other reviews that the photos are misleading. I knew there was a chance it wouldn't be as nice as pictured, so not totally surprised, but hoped for the best. The room and common spaces were clean, just not as luxurious as the photos. The bed was uncomfortable and the room was dank. The air conditioner was old, produced low quality, moldy air which led to bad allergies. Even so, I was willing to deal and spent a lot of time outside at the pool. Most of the staff were great, but some made you feel like your requests were major inconveniences. My husband ended up getting food poisoning. This plus the extreme heat highlighted the importance of a good hotel room. When things go wrong, having a space you feel comfortable in is really important. You shouldn't feel like you want to avoid your room. If you're on the fence about this hotel, I'd recommend staying somewhere else.

Would love to leave my experience with them but I never received a return call to speak with an ON SITE person about the various rooms. I left emails and messages with Yvonne but never received the courtesy of a return call or email. I wanted to speak with a person ON SITE and NOT a reservations clerk who actually knows the layout of this resort. I waited one day and then proceeded to book with another resort. They have demonstrated to me that they do not care about willing customers to reserve a room at their hotel. That is sad as they lost 3079.93. Onward to Southernmost Lemere and Dewey hose.

Where do I start, to begin checking into the hotel the 2 woman at the front desk had poor unpleasant attitudes for arriving at the hotel and paying 2k a night I was just expecting a much more spectacular welcome. We stayed next door at Hyatt centric only 6 months prior and this hotel was absolutely remarkable and an amazing experience from beginning to end we were greeted with champagne and given 4 drink coupons at the bar. We're given the keys to our room and we arrive to our room and it's just not the room we booked. We booked a 2 bedroom suite and on the website there's only 1 room like this on the property we were given a 2 bedroom suite but just nothing like the one we booked this one was much smaller not facing the ocean like it was suppose to only had one balcony when it was suppose to have 3 we went all out for my moms birthday by booking something resulting in 4,300 for 2 night! We were only expecting the best and sadly that's not what it was. I went to front desk to talk about this becuase this just isn't right I wouldn't have booked this room for the price that we paid I spoke with the manager heather she gave me 4 breakfast coupons to cover breakfast for the inconvenience and she waived the resort fee. Heather also said she would cancel our reservation and return all of our money I was thinking to myself where are we suppose to go? We had just spent almost 12 hours traveling we were exhausted. I just took it for what it was and we sadly had to accept it for what it was. Day goes by we're trying to enjoy our evening in the keys going back to hotel this night I go to shower and the shower is just filthy there's long hair all over the shower like it had not been cleaned after seeing this I didn't want to shower I felt like i needed to clean it. After this I begin to inspect the entire 2 bedroom suite head to toe I mean the sanitation levels here were just not even close to a motel 6 level I would say it was just as clean as a cheap motel. So I take a shower becuase I am feeling dirty from traveling the last 24 hours. I then go to jump into the bed and I feel in the comforter wrapped In my fingers hair I turn the flash on my Phone on and I see this long nasty grey hair wrapped around my fingers at the point I've had the last of it. I call the front desk they said there's nothing they could do I said can you bring me clean sheets and they said no housekeeper wasn't there anymore it was about midnight at the point. I go the next morning to speak to heather she comped us one entire night and send housekeeping up to clean and change the sheets which was great. Coming back for the 2nd night bathroom wasn't even touched. Same hair that was there the night before still there. This is just so unacceptable. I haven't been able to speak with heather because she was off the next day and it's now been 5 days I've called multiple times and haven't heard back from anyone. This was just beyond disappointing and unacceptable in every way. I wouldn't recommend this place to anymore even the ground of the property and the amenities are not that nice. Skip this overpriced dirty place. Do you wanna read it?

Oh boy, where do I begin? My room (603) did not have hot water however, we did not discover this until we unpacked late at night on the first night we stayed. There were three of us and two small dogs, and of course, all of the stuff that go along with that. I notified the front desk and they said they would send a maintenance guy out who looked at it and said that was the best it was going to get. They offered to move me to a lesser room than I had late that night or I could wait until the next day for the same type of room. I ended up declining because I thought we were just suffer through the cold showers instead of pack up all of our stuff late at night and move to a different room or even the next morning. Sadly, though this was not the only disappointment and inconvenience, we experienced while staying here. Several staff members were not very pleasant and some were actually quite rude. For example, the pool towel attendant who I tipped $10 both days just to set up our chairs with covers and give us towels told me one of the days that he could not move an umbrella to cover our chairs and block the sun because it was too heavy and that if he did that for me, he would have to do it for everyone. Wait, isn't that his job? Anyway, I ended up easily moving the umbrella myself. I guess $20 worth of tips was not enough. I also asked him for three extra towels, one of the days, and he completely ignored me and never brought us the towels. The only good customer service I really got was from the pool. Waiters, Housekeeper's, and the Bellman. Overall conditions of the hotel : It has severely been neglected over the years and is in need of basic maintenance. Quite honestly, it looks like a dump. Not at all a luxury hotel/resort. You will, however fine beautiful BUT MISSLEADING photos on their website. Perhaps these were taken years ago? Here are the photos that I took of our room 603. in conclusion, I spoke to management about the hot water issue, moving to another room, as well as the pool attendant... The only apology/compensation I was offered was to extend my check out one hour (which I did not use) and they offered to waive the resort fees which totaled $100. So instead of paying $1000 a night I paid $950 a night... Mind you for one of the worst hotel experiences I've ever had. I've had better experiences at Lowe's and hotels, like Fairfield inns, Hyatts, Courtyard, Marriott, etc. none of which called them selves resorts in charge $1000 a night. It was clear to me that the staff (especially management) when given the opportunity to make reasonable compensation, for their shortcomings ...actually did not care. I am a business owner, and when I make a mistake with my clients, I own it, I apologize, and I do everything I can to make them happy. If you were going to pretend to be a luxury hotel in charge luxury prices then the least you can do is follow through and behave in that manner.

We had a pretty good experience at the Pier House, but it was quite expensive and the service was adequate at best. The front desk staff members, on multiple occasions, were not the most enthusiastic or friendly. Since there were 4 of us, we reserved the 2 bedroom suite with balconies, which included two floors and a combined living room/eating area. (My friend called it the "McDaddy Suite"!) For nearly, $1,300 a night, I would agree. What was really unexpected, especially in the time of COVID, was the "resort fees and sales taxes" which amounted to over $200/night!!!! There was no maid service which we really didn't mind, but you could request towels and coffee, etc. which were brought to your door. (Shouldn't the "resort fee" at $46/might reflect the diminished service?) The eating area had a small sink, a refrigerator and an ice maker (quite nice). However, there were no eating utensils or plates (not even plastic or paper) in the cupboards; the cupboards (and there were plenty of them) were bare. Charging an expensive resort fee for minimal service is not appreciated. We enjoyed the private balcony on the second level, which was spacious for all four of us. We requested lounge chair covers from the beach area for our balcony chairs and were told they were not supposed to bring them up to the rooms (resort fee?!!), but the gentleman brought us up some anyway which was nice. It's a beautiful location and the property is well maintained. However, for the price and the minimal service, it was not a complete "McDaddy" experience.

Just checked in at The Pier House. Made reservations directly with Resort & Specifically stated in the reservations to please give us a decent view "NO Parking lot view". This is a higher end room- over $800 dollars a knight. What did they give me- a lovely view of the parking lot. I'm a local & come to KW every 3 months over the past 30/yrs. We picked the Pier House for its luxury & views to celebrate. Needless to say this view is NOT worth over $800/a night. And room is run down with scuff marks on the walls & damaged furniture. Spoke to front desk (not their fault) but would have been helpful if the direct reservationist would had said- this room is limited with this request. Would have chosen differently. Stuck now, I will stick to my local KW choices next time. They may not be fancy but the hospitality & attention to detail is better. Nice $2/k for 2 nights looking at the freaking parking lot & one dead sunburnt iguana on the roof. VERY Disappointed & I am in the business.

Dilapidated facilities, felt like a scam. I laugh at "resort and spa" in the name - these accommodations were nowhere near worth what they charge. I did some digging, the hotel was recently bought out by a corporate company that also owns hotels near airports and random middle of the country spots. I feel it's probably a big money vacuum undergoing major changes. The corporate company on LinkedIn keeps having all these "welcome to the team" posts... MANY new faces to the company. Maybe these people aren't corporate ghouls but I am not hopeful after what I experienced and with what they're charging... Just to spitball a few issues - lighting fixtures falling off walls and dim (vanity light) - TV was old and pixelated just weird quality - AC in the room was basically decor. It did not work to whatever you set it at. Had a mind of its own. - phone didn't work in my room - room flooded after a 10 min rainstorm. It clearly had previous flood damage in walls/ceiling from probably inadequately installed and/or OLD and not maintained doors/windows. I probably breathed in mold all weekend and did not know it. Maintenance came by to assess the damage and said himself to me and my boyfriend "yeah I've been here 20 years" "management does nothing" "happens - it rained" They sent one young lady to clean up this HUGE problem. My boyfriend and I spent an hour cleaning up for them with her; she made the bed, we dried, wiped and rang out towels - pointing out the hazard of this. Also, the curtains soaked, I recommended they get taken down and washed - I did not feel comfortable taking them down as there was flooding from the ceiling. Maybe ceiling was soft with water bubble? I was afraid of causing damage -- she did not touch them as there was a language barrier perhaps... unclear if they did anything about that later... - other room they placed us in after flood was "nicer" however it was surface level nice ... felt like a landlord special. Looking deeper it also had water damage on doors/ walls/ windows. Also had new issues: was slow to achieve hot water, elevator didn't work for 5+ hours, toilet seat looked like a second hand toilet seat they found in someone's trash. It had a weird layer of grit and film on it. Service in general: we ate dinner there one night. The food was actually ok but not to discredit this that's actually a low standard in key west for me because I got vicious food poisoning here in key west at another facility the day after. Otherwise we felt rushed out of the restaurant. We didn't get to eat the dessert there for example. The waitress asked "if I wanted the dessert to go" before we even got to finish our one and only drink - just weird behavior. Another weird service issue: during our swift scurry out of the flooded room one so we could get on with our day and trip, I left behind a sweatshirt and 2 other clothing items in a drawer. I realized late that night around 11pm. My boyfriend called the front desk and they said they would call us back once they discussed with their manager if they can go get it for us... they never did call us back but claimed they did after my boyfriend reached back out after one hour asking if they got an answer. (I am genuinely going to assume the phones don't work - not surprising) My boyfriend then went downstairs at no request and the front desk said it's too late to perform such an ask. The night manager then got involved and said she would use a master key and enter the room with him after some pleading as we were leaving in the morning and had no desire to deal with this place's chaos any more. Low and behold my items were not there.... Mind you I walked out of the room with house keeping after we cleaned the room with her. Who went back in the room? I assume someone took them. 1+1=2. Manager stated "they must be in lost and found with house keeping" but she followed up with she did not have key to that. Again, You're the manager... why do you not have access to that but you have a master key to all rooms? Bizarre. Even if the items ARE there .... why did they not alert us sooner? Why did they wait for ME to reach out about my items? Next day we get my items. They were in that strange room swiped by some house keeper who did not come forward with my items. Bizarre behavior by all staff truly. In the end, my boyfriend and I spent ~ 3800 dollars to stay here for my birthday weekend, not including the flight. We stayed pleasant, management didn't hear a peep out of us until the very last night 24 hours where we felt like we were being PUNK'd. It was off season, not too busy. No reason for the weird quality of service. Pity the fools. Don't be us. Yes, the manager?owner tried to make nice and took money off the stay (haven't seen this actual check yet - I'm sure it will get lost in the mail) and honestly it's STILL too much money for this dump. I'm still annoyed - actually disgusted with how people can do this to others.

This place is very pretty. I wouldn't stay here unless I got a waterview room though. It's just not worth it. The service at the tiki bar was quick and friendly. The (very small) beach was pretty and made for great photo ops. The thing I didn't like was the design of it. The hotel room doors open outside to an inside/outside corridor. It made it difficult for the birds to figure out where was in and where was out and numerous ones flew into the windows. I rescued more than one with my sunhat and carried it outside.

It was priced like a five star resort but it was like staying at a two star motel. When we arrived earlier around 2 PM, our room was not ready yet. That was fine because check-in was at four. We left our luggage with the resort and returned at four. They could not immediately find our luggage. They finally found it and the person checking us in was not very helpful at all. They gave us our room keys and announce to the whole lobby. What room we were staying in. we wander to the first elevator and went up to the second floor and could not find our room anywhere so we had to come back down and go back to the lobby. We were then told that it was in a completely different building. It seems like when you're checking into a place for the first time they would provide you with a map initially and tell you how to get to your room . We finally made it into our room and we're underwhelmed add We stayed this month in May, and it was hot with a heat index of 108. We could not get the room to cool below 76 the entire time we were there. It actually felt really warm in the room. It was cooler than outside, of course, but it never got comfortable. The shower had an overhead rain showerhead. It came out so forcefully that it was almost painful to take a shower. The room needed a lot of work and was not as clean as it could've been. I shared a photo of the bathroom floor We had two queen beds. In both beds you can tell where somebody usually slept as the mattress caved in deeper on one side than the other . Again we paid approximately $600 a night to stay here so we expected a really nice room. We had breakfast one morning at the hotels restaurant. The pancakes I ordered were burnt. We were in a hurry to get to the airport, and I told the waiter that they were burnt. He look at them and chuckled and said yes, they are kind of burnt. And that was the entire response. I was really disappointed overall and will not stay here again.

I am amazed that with the exorbitant prices that this hotel charges that they don't even have room service. Unacceptable a total let down

I really enjoyed our stay at this resort. The place was clean, quiet at night, and has a nice smaller beach. The only thing that was less than 5 stars were the male bartenders and beach attendants. They were rude and unhelpful. The one beach attendant had me carry the four towels to my chairs. I had to hunt down the chair covers and then put them on myself. The resort is in the best location. I will stay here again for sure!!

The grounds are very pretty but The only thing I can really attest to is the most magnificent Key lime colada the world has ever known. I absolutely lucked into The poolside bar looking for a place to view the sunset. Luckily, I came across the best drink I've ever had in my life. I will probably fly back just for this drink.

Yes! Yes! Yes! We hated the hotel we booked at first. Next day gound this hotel at the end of Duval street. Near marina. Has its own little beach area and a nice pool. Bar service was available. Rooms comfortable, not humid, balcony room, clean, showers amazing! Its expensive! We paid over $700 per day. Well worth the upgrade to have a decent stay and rest easily! We will stay here or with hotels next to it for sure. They had some beautiful suites overlooking the water.

My review is for the Spa only: Needed a pedicure after lots of walking and swimming this week in KW and this happened to be the only place of 5 spas that had availability when I called/visited downtown this morning. I was able to get in after about a 10 minute wait in their beautiful relaxation room. I had the Spa Pedicure which included a sugar scrub and a citrus massage oil. The pedicure was relaxing and I had my naIls repainted. It was a quality pedicure but it was around $100 after tip. Pricey but I guess that's Key West. You win some, you lose some.

Our first trip to key west and we were excited to be staying at this hotel. We paid over $500/night and surly expected a lot more for our money. pros: location, private beach cons: our room was small the bathroom was so tiny we couldn't fit 2 people in at same time. No vanity or place to put toiletries. The air conditioner was at floor level next to bed which the air blew directly on you in bed. The tile floor was dirty and on our 3rd night we noticed these very tiny bugs crawling on the dresser/tv stand/coffee. the in room phone did not work Really disappointed

I write this a few weeks after our stay. My goal is fairness, but there must be a limit to what these places can get away with. This is true especially given the extraordinary rates, during a time when "desperate" people want to vacation in the U.S., and when Covid "rules" continue to give hotels the excuse to offer much less than they did previously. We paid close to 1,000 a night for a modestly appointed room, with virtually no amenities. I asked for a shower cap 4 times, but never received one. There is a beach of sorts, albeit surrounded by seaweed. Although no fault of the hotel, the water was rough; many boats and watercraft run along the shoreline, fairly close. The beach bar has an efficient, unfriendly staff. After a week of our big tips and generously buying our friends' cocktails, the bartender, with whom we were most familiar, could not even serve my husband a Coke without a significant charge. The food at the outdoor bar is expensive and poor (we did not eat in the restaurant). The music each day varied from good to awful, and the singers' hours were limited to only a few. Even given this subpar, in need of painting. overpriced accommodation, I would say the location at the Mallory Square end of Duval is good, and our room had a view of water. But the coup de grace of our disappointment came when we asked for a changing room. (We had checked out at the required time, but had a few hours until the flight, so went to the pool.) The front desk receptionist said they did have any changing facility, and that we would have to use thr bathroom by the pool (photos of the dirty bathroom - the case our entire stay - attached). The front desk receptionist was unbelievably ill-suited for her position. When I called from home the next day to see if they had a lost and found (oh yeah, I left clothes in the bathroom), the girl said she could only see what was on top of a "found" bag of clothes. When I joked that the bag was not diseased, she said, and I'm paraphrasing now, "You will address me with respect!" and we were disconnected. My advise: stay somewhere else. This place leaves MUCH to be desired!!

Total 5-Star experience thanks to Michelle Weeks. Ducked into town for Devon's birthday party. After we booked at Pier House the birthday girl decided to choose La Concha as birthday HQ. At that point, we had already chose and paid for lodging at Pier House. Fortunately both hotels are part of the same brand. So McLovin and I got to Key West a day early and checked into our room. We are both seasoned and veteran travelers. I've stayed at this property many times over the years. But when we checked into our room it was hot, and the door to the patio / balcony was wide open. The temperature in the room was in the high 80's. Whatever, maybe these are COVID things? We stuck it out for 24 hours but the room never cooled off more than a few degrees. Bear in mind this place is a spa / resort on the water and comes with "resort" and premium pricing. So we tracked down Michelle, and she made everything right. Can't say enough good things about her. Consummate professional. She got us to the right room and everything was amazing. Michelle, if you ever decided to leave hospitality, I have a spot waiting for you at Amplification, Inc. Good stuff, thanks for being awesome! Cabeza OUT!

Such an amazing place to eat in the keys! The key lime pie is amazing, they brought it out to me for free for my bday. I got the salad and tuna tower. Amazing. My husband got the grouper and wow.. heaven!

Excellent stay at The Pier House. Great room, very clean. Loved the private beach. Such beautiful views. Restaurant is the perfect spot for brunch or dinner with a view. Loved my stay here.

We were extremely disappointed in the Pier House. Chart Room Bar was closed, room service was not available and most of all the price provided to me by the Pier House was not honored. I booked directly with the hotel and received a final price while on the phone. Upon receiving the bill it was $169.01 more with the explanation that "Oh we charge daily rates we just gave you an average." NOT acceptable. However, the location was excellent and our room was good. It appeared they were short staffed and the reception employees were honestly awful. Beautiful location for sure but I would recommend staying elsewhere.

Too bad there is no zero rating. The experience really crazy. Red Alert! There are bed bugs in this hotel. We stayed at the hotel for two nights recently. Both me and my wife have been bite by bedbugs. When we reported this to the front desk and manager, they are very rude and this doesn't even surprise them. They said "Write whatever review you want, we do not care." It is really appalling experience.

My review is after stating dec 4-11th. Hotel is nice and the resort has a beach, pool, 2 bars and a restaurant. Food is ok. Location is excellent. Most of the staff was friendly but lackadaisical. They didn't call for our taxi on the final day and told us the airport doesn't open until 6 even though it is 4am. We got an Uber after the taxi didn't show and they didn't call to check on it. If everything goes smooth thrn I'm sure you will have a good time but if something goes wrong - good luck you're on your own This was not a cheap trip, and I expected better service for the price and hype. Further I expected to understand the pricing. Often our room was not cleaned until we called after being gone ALL day (we would even put service please sign on door), the extra hot tub didn't work, the spa amenities did not work( no steam room /hot tub) , the other hot in only worked half the time, also still don't have a confirmation email with the pricing I agreed to despite requesting one, shuttle service but saw it one time my whole trip. Also, we paid for a suite and had an amazing bright red exit gate with a loud beeping noise all night and day - good luck sleeping in. The USB ports didn't work and the internet was very suspect when it did work. Now, this place looks nicer than most and was still enjoyable. I'm just upset that I paid top dollar for subpar service and a not acceptable amount of amenities not working. The reason we booked the spa suite was for the steam room- it would have been nice to now that it didn't work.

THIS HOTEL HAS BED BUGS! Horrible experience, got bit the second night at the hotel. The key west vacation was ruined. After we were back home, more bugs and more family members got bit. The whole house now needs bug treatment! Call their front desk who was super rude and their manager was not responsible at all. AVOID THIS HOTEL LIKE HELL!

I read all the reviews and thought I would chime in with my experience. First of all I don't know of many other resorts with a private beach on the gulf side of key west close to Duval Street so basically everything within walking distance from what we want to do...too me that is worth the cost and 5 stars. In addition there is a pool and beach bar. We stayed in a junior suite which had robes, large rain shower and large bathroom. It was private with huge French doors leading out to a balcony although small it let in a beautiful breeze. The only down side is we were suppose to have the room serviced after 3 days but that did not happen, but we had all the towels we needed and was able to give our trash to the house keepers so it was fine. I would definitely stay here again for the beach and the convenience to everything .

Very good food, beautiful view of the water at 6PM on Wednesday 3/2/2022. Good service in a very nice outdoor setting.

I've wanted to stay here for the longest time. It wasn't a terrible stay, but it wasn't overly impressive as I thought it would be and left a lot to be desired. THE BAD: *** Our (traditional) room, was beyond basic and not worth the nightly rate. The closet and sole mirror were inside the small bathroom which was awkward. If someone was using the bathroom, you had to wait to access both. Not to mention the humidity constantly on your clothes. *** It also wasn't as clean as I hoped. At first sight, it looked OK. But then when I used the bathroom in the middle of the night I noticed small (hopefully) humidity bugs spread out on the floor and along the wall. *** Our room had a humidifier which stopped working. I called for service as we left the room in the morning and when I returned it was working. I wrongly assumed it had been fixed (I guess it turned back on- on its own?). I jumped in the shower and imagine my surprise when someone from maintenance opened the door to the room and called out twice before leaving. Um, there is NO way he didn't hear the shower on in that tiny room. In hindsight, I should have put the" do not disturb" sign on the door, but 1. I thought it had been fixed. 2. This was about six hours AFTER my initial call! 3. This could have gone terribly wrong. I felt very vulnerable at that moment. *** The AC and humidifier combination was very very very loud. I like some white noise when sleeping, but this was too much. *** The beach area is TINY. I knew this one going in because I've been to this area a million times. But I think it's false advertising to say "long stretch of private white sand beach and stunning views of the Gulf of Mexico." Not long. Not stunning. For Key West, it's OK given it's NOT a beach town. It's nice, but not stunning. I mean, unless you are from Missouri and aren't used to any kind of tropical view. The view is better from the rooms because of the wide angle, but it's not the same from the "beach" area. Also, because of its limited size anytime a boat went by it created large waves which caught quite a few people off guard on my watch. Yikes. Tranquil to crazy within minutes. *** The pool area is oddly elevated, small, and tightly fenced in, not sure why. Great for a Holiday Inn, but not what I would expect here. THE GOOD: *** The hotel location is fabulous. Everything is within walking distance! Note the northern area is way rowdier than the southernmost parts, but I liked it better. Mallory Square is also a short stroll away. *** The rainfall showerhead in our room was powerful! Loved that. *** Our friends had an oceanfront suite that was significantly better than our room. Not just because of the proximity to the ocean, but the overall quality of the furniture and spaciousness too. *** Anything we requested (towels, toothbrush, etc...) was delivered immediately (OK, except maybe the humidifier mishap?) *** Harbour View Cafe on the premises rocked! *** Checking in and out was easy. The staff was very cordial and helpful at all times. _____________________________________________________________ Will I return to Pier House? I know I won't actively seek it out. Maybe if there's a Florida resident special and I can book a better room, I might give it another go because of its strengths? MAYBE.

Pier House My wife and I spent the weekend May 19-22 at your resort. This is probably our 3rd or 4th visit over the years and we always had a wonderful time. The entire staff is always polite and courteous. However, during our last night at the Beach Bar where we spent a lot of time and most of all our meals there; the waitress Oli was less than courteous. We were at the bar eating a lobster slider (which was delicious) with a side salad but the salad was not very good. It was wilty and did not taste fresh. As Oli walked by and took the salad plate I told her that it was not very good but she smiled and laughed and walked away. When she returned I told her again that the salad was terrible and she smiled and nodded. Finally I said do you speak English? I repeated it again I said you laughed and walked away and that is rude. She said she did not hear me but I don't believe that - she did not stop to listen to me. There were only 2 other customers at the bar at the time so she was not busy - my wife was even surprised to see such rudeness. She finally stopped and listened to my complaint and just kept saying I didn't hear you - I'll take the salad off the bill. But I was looking more for an apology - so sorry for the inconvenience - what can I do to make it better.....something with a little class for such a classy resort. THere are other resorts to choose from in that area that are highly rated. We'll try them next time and stop coming to the Pier House after all these years. Ill go next door to the Ocean View resort or the Hyatt!

I don't recommend this resort. First day I fell down the flight of stairs that you HAVE to go up and down to go to your room that you paid 3,000$ for. Told the front desk and they tried to switch us to a room twice as small as the room we originally paid for. We decided to rough it out in the bigger room on the second floor to get our moneys worth. They did not care at all that I was injured. Tried to at least get a late check out. Couldn't even accommodate to that. No one speaks English here to help you. DONT STAY HERE GO TO OCEAN KEY THEY ARE WAY BETTER!!!

This was my boyfriends first time to key west and I wanted it special!!! I reserved a jr suit with a balcony! Well I wish I would it took pics of the first room there was 2 doors going out but the balcony as they call it was only about 3 inches wide!!! Then we talked to the front desk and the next morning they moved us and yep there's the pics horrible!!!!!! For the money that we spent I wish I would it stayed some where else!!!! Very disappointing!!!!!!

Joko the bartender was fabulous! Tasty burgers, crispy hot fries and a fun, pool side cafe. We did not stay here, but will next time as I prefer full service hotels over the mom and pops.

This is a beautiful hotel. The problem is in everything else. Not allowed in beach area after dark. It is restricted in fact a security guard named Ken will be sure to make you feel like a degenerative person for even sitting in the courtyard or beach area. So my thinking at this point past the unbelievable harassment I experienced after paying 800 a day is that I get to be harassed while not one drop of alcohol was consumed by me. And to insure you all get the point I only am allowed on the beach during the day. So if you are seeking some silence in Key west and think you will stay here and have it well let me tell ya you are in for a real treat when you stay at the pier hotel. That sums up my night at this place and I'll never come back...

We just got home from 2 nights at this "resort". The room was adequate at best, we had no housekeeping, (I have to say this was by choice, so no fault of the hotel) but our room was right next to the service closet and all day and night we heard the banging of the service closet door! Very upsetting. Also, our second night there, up until about 2:30 AM, people were running up and down the hall and yelling. Needless to say, no sleep that night. For the extreme price we paid for two nights, we really thought the hotel would be a little better, but not so much. I agree with John K. Unacceptable and total let down. I do not recommend this hotel. Find another hotel.

Will Serraes and I have been staying at pier house exclusively multiple times per year on our trips to key west for 7 years or more. We love the private beach and the amazing view from our favorite room! Today we checked in and our reservation was NOTHING like we requested. When you request a specific couple of rooms multiple times prior to arrival, and multiple people tell you it is taken care of, only to arrive and be not even close to what we asked for it is severely disappointing! On top of that, the front desk offered no apology or acted as if they cared. When you pay $400plus per night, and are promised what you want, you pay it! To get here and not get what you paid for or receive a discount for lack of view....very disappointing! We will be looking for another place to stay going forward! Rip off for what we got and will not be back sadly!! Called and cancelled my spa reservations for tomorrow out of fear that it will be as bad of an experience since I requested a male masseuse for strong hands and on confirmation today was told no men were available! Not a well run resort lately. We had two rooms and both had water leak issues. Water pouring out of the light in the bathroom in one room, coming in the ceiling by the slider in the other. On top of this, the elevator was broken. Not fun when staying on the fourth floor. The more I look around, the more maintenance issues I see not being handled. You can't call yourself 5 star and let the place go downhill.

My daughter and I had a wonderful massage on Feb 11th. It was my birthday week and I got a gift certificate from a friend. The services and the dressing room, and the zen room were lovely. My daughter had to fly home and I stayed for the rest of the week. I got a call a few days after from the receptionist that my daughter left her gold necklace there, when I went to pick it up they were so happy to know it would get back to her.

It is a very nice restaurant and a hotel but the beach sucks and I'm pretty sure I have gotten bedbugs from them

Pretty disappointed with this hotel. We checked in to our $320 (basic) room & found the toilet to be extremely dirty and clearly untouched from the last guest using it. When I called the front desk to ask to switch rooms (we were worried the rest of the room hadn't been cleaned either), I was told to hold on while they looked for an available room. Then, there's a knock on our door, and its housekeeping. He comes in, asks what's dirty, wipes the toilet seat and walks out. I call back to the front desk to confirm a room change and the woman rudely says, "well, I heard your bathroom wasn't even dirty." Are you kidding me? I wish I would have taken a photo (puke) before he came in, but regardless, are you seriously challenging an upset and concerned hotel guest? I work in customer service and I know this cannot be their solution to issues that arise. I ask to speak to her supervisor, to which she replies, "I am the supervisor." I ask to speak with anyone else in the building that can help me, since she clearly wasn't interested in doing so..she says "well, I can try to get a hold of the manager." Ummm HELLO? YES, maybe that would be a good idea at this point???? Finally, almost an hour after checking in initially, the manager calls and happily switches our room...but WHYYY did it have to be that difficult when this hotel was clearly in the wrong to begin with??? How hard is it to thoroughly clean a small bathroom??? Anyways, the hotel is pretty dated overall and definitely needs some deep cleaning. But, the beach is nice and the beach bar was fun. Also nice that you get complimentary drinks when you check in. Good location, too. In the end, there are much nicer hotels in the area with much nicer staff, especially for the price. Look elsewhere!

We just checked in and the girl at the front desk could not be any ruder. She definitely needs an attitude adjustment. But it seems this place only has 4.25 stars so the attitudes must run down from the management. Fish rots from the head down as they say in the restaurant business.