The Reach Key West, Curio Collection by Hilton

We were recently guests at Hilton - The Reach, Curio Collection in Key West, FL. The grounds were beautiful. Staff were very attentive in their roles. Housekeeping was very thorough, making up room on a daily basis; bed was very comfortable. Bartenders were all great! Pool and beach services were awesome! When our flight home was cancelled, Sophie at front desk was able to book us for an additional night without changing rooms! Thanks to Hilton for a wonderful week!

I did not stay at the hotel. I only ate at the four marlins restaurant inside of the Hilton THIS REVIEW IS FOR THE FOUR MARLINS RESTAURANT INSIDE OF THE HILTON. To start it has to be the most bland. Mid tier food I have ever had. And the prices are just insulting, I don't mind paying well for good food. But wow was this just abysmal, hands down the most mid. Easy to cook food I have ever had, absolutely no seasoning on my chicken and just some sauce dropped on it. Completely unacceptable for 37 dollars !!!! The mashed potato's were the star of the show. And they also were nothing special. I will never. EVER in my life go here again. You couldn't pay me to.

AC didn't work, so they downgraded me to a different room, without refunding my 90,000 points. The Bartender, Kimberley at the Four Marlins double charged me (charged my room, and American Express). Room wasn't ready at check-in time. Wasn't given the standard 2P late check-out for Gold Status. I could literally go on and on. One of the worst hotel experiences, ever. For a positive review- try the Hyatt Centric. The Centric has superb Customer Service, and clean rooms, with ice cold AC. Never again!

We have stayed here this week and honestly couldn't be happier! I was very concerned after the many negative reviews but we haven't had a single problem. Front desk staff and Four Marlins service have both been excellent. The waiter on the beach and pool is so friendly and is constantly checking in. Pictures of the rooms were exactly what we received. Our room is clean and the view is lovely. We were given a resort view room despite booking a city view room, which was a nice upgrade! Our AC has worked well and we have a ceiling fan which I love. I believe the pictures and descriptions of The Reach are totally representative of what you are getting - if you like the pics, you'll like the resort. If you want something fancier, check out the sister property Casa Marina.

I'm very sorry to say that the stay was abysmal. First, it took us 25+ minutes to get checked in just to get physical key cards. Supervisor Annie tried for 20 minutes to get our two rooms closer together but finally gave up so we were on opposite ends of the hotel. That's fine. Things happen. The rooms themselves and even the outside of the resort, however, are in a state of disrepair. Our first room had two broken USB ports. That's not too bad. Again, things happen. We understand small hiccups. No stay is perfect. However, there were so many physical issues with the outside of the hotel and the insides of the rooms that it was appalling. A few examples: rust and discoloration everywhere outside, poor water drainage (there were standing puddles even before it rained) our rug was ripped, and small amenities were overlooked. The coffee machine was filthy and there were only decaf Kcups available in our room, and the shower didn't have any conditioner. Not that the bottle was empty...the middle bottle where the conditioner should be wasn't there at all. It looked ripped off of the wall. We called housekeeping to get some hair conditioner and they originally wanted to send engineering to our room thinking our air conditioner wasn't working. I explained their misunderstanding and finally got hair conditioner. The toilet even wobbled like it would fall over if you moved too much. Meanwhile, in the other, their balcony sliding door barely slides. That's fine. More secure that way, right? I'm being only partly tongue in cheek. Well, evidently the plumbing was hooked up backwards in that room for the shower because the shower was extremely cold unless you moved the lever almost all the way to cold. Then, it was scalding hot. Needless to say my parents were forced to take cold showers. They also had no hair dryer and it took multiple calls to get one and about 45 minutes. The text system that was touted when checking in was an abject failure. I finally walked them over ours so they didn't have to wait any longer. Also, while the weather isn't anything anyone could control there was a downpour at about 7pm and there was a waterfall of rain inside the building right past the main lobby flowing right into the elevator shafts. There was a major structural leak in the glass skylight in that section. No wonder only one of the elevators was in working order. Holy cow. I can recall only a couple experiences in a Hilton in the last 10 years of traveling extensively for work that came close to the terrible stay this turned out to be. I've stayed at better simple Hampton Inns in rural areas while working and travelling. To call this establishment a resort is tantamount to calling my two grape vines at home a vineyard. I'm beyond disappointed. I brought along my parents for this single night excursion as a treat and I've never been more embarrassed. This property, The Reach, is in really bad shape. The level of customer care was as poor as the facility itself. I had this email written up before we left since I knew I wouldn't be able to send it until I returned home, and I'm afraid I have to tack on this last part because of how the valet process was when trying to leave. You have valet service only but the system in place is severely flawed. I texted the number as per the instructions on the valet ticket, and although I received a prompt text back, there was a disconnect between whoever answered the text and the valet assistant himself. We ended up waiting 35+ minutes for our vehicle (the ticket says to expect 10 minutes) because whoever answered the text didn't relay to the valet that we wanted our car. After over a half hour I finally went over and asked what the hold up was. He said, "oh. No one told me. I'll go now." Another 10 minute wait later and we could finally get away. Unreal. Hilton should honestly be professionally embarrassed by association. This is only what would fit in this review too. It's not all. Wow.

Sophia at the front desk was so helpful! Beautiful place. We flew down for a corporate event and these were our accommodations.

We have enjoyed everything about our visit to Key West except our stay here. We are loyal Hilton Honors members so we always try to stay at a Hilton property because of their typical high quality and service standards. The Reach has been a disappointment. At check in we were specifically asked if we wanted housekeeping everyday, we said yes. The first

I was really disappointed given this is a Hilton property. Everything just looks tired. Specifically asked for maid service for both days and never got any. Even after complaining. It's a 5 story hotel with one working elevator. Most of the rooms are a hike from the elevator and exposed to the sun or rain to get to. The bathroom really needs attention. It's one of those where the door barely misses the toilet. Shower/tub with shower curtain. For the rate, I would have hoped for a more up to date experience and amenities. If I ever come back here I will be looking for other accommodations.

Everything went well a beautiful resort we stayed there year after year. Good food good service great time.

The Reach Key West, The staff was polite and helpful, That's your 1 Star. Paint chipped and peeling throughout the facility in and out of the rooms, We were on the 5th floor and the elevators out of service 90% of the stay , only in service for the trip up after check-in , the interior looked as if it was used as a service elevator , extremely beat up, floor lamps not working, rusty, scratched , dented and such. We upgraded to a suite on check in, it included ........ Dirty towels and linens left in stairways for days which we saw after our many 5 story hikes. Tiles broken and mold in the shower. The toilet served its purpose but also doubled as a rocking chair ! Only 1/2 the channels worked on the TV. The AC in the room didn't reach the bedroom, So freezing in the entry area and almost comfortable while sleeping. Oh in the pool and beach areas, Bird droppings all over pool deck uncleaned for at least the 2 days we were there and appeared to be longer, beach furniture dirty, old, tattered, peeling paint. No sunrise or sunset views. Ocean pier dangerously broken and uncleaned for days, bird poop and such.. Dishes at restaurant, coffee cups and other items poorly cleaned, you can see lines where the last user stopped drinking and it stained the porcelain. You know one of those things you don't see until you drink past that point. Facility was far away from other attractions, eateries, bars. After tax, fee's and parking, $500+ a night, Enjoy! Pic's available. We were going to stay for more days but checked out early to go to another hotel. The OPAL !!! 1/2 the price and twice as good, Awesome Place . The Reach offered to put us in the Newly Renovated Hilton Casa Marina Key West next store. After visiting there we didn't even make it to the front desk, elevator out of service, lobby bathroom a mess, soap dispenser inoperative, loose and falling out of sink, hooks loose or missing, paper towel dispenser sideways and inoperative......ect, ect, ect., It was clean, but ALL bathroom facility fixtures were missing, poorly installed and maintained.

The person checking me in was quite indifferent and while we were asked to wait to access our room, he gave the next THREE guests keys right away. When I let him know that I saw this, he looked for a room for me and "found" one of the same category which he could have given me all along. The check in person then added $100 per night to my room for some invisible upgrade which I didn't see until the bill was sent prior to checkout. Delvin at the front desk was the star of my trip, resolving this for me with a smile and courtesy I had not yet experienced from the rest of the team. There isn't anything he could do about the $47 parking fee, which is really just a money grab given the ample parking easily visible on your walk to your room and from the balcony as well. The condition of the property is quite unfortunate - even a simple powerwash all around would help, but peeling wallpaper, scratched walls deserve attention. Putting some sort of lattice roof and walls around the aforementioned visible garage would also go a long way to improving the property. The help at the beach was very good, however, someone should be raking up the seaweed daily as it piles up and makes the use of the beach unpleasant. Restaurant staff was pleasant.

Gorgeous property with a fantastic location. The restaurant and the beach front/pier you can't beat. The restaurant has the best key lime pie in the Keys in my opinion. The service was wonderful. The restaurant is very beachy-chic and around the property are the cutest wax figures playing cards or taking a nap in the Adirondack chairs. The pool is lovely as well. Highly recommend staying here while in Key West- we absolutely loved it.

The reviews of this place are all accurate. I still booked here knowing the reviews were awful. I got there a couple hours early but i couldn't check in which is fine. 4PM rolled around, the room wasn't ready yet but many other room types were. 4:15PM and finally the room was ready. They provided a $50 resort credit (i didn't ask for) which is nice, but how about you just have the rooms ready by the actual check in time. The room was fine, better than expected. Valet - the guys are great.. but the process to get your car is awful. I was never given a packet with the number to text. I tried calling the operator from my phone 3 times last night and NO ONE answered. We had to waste time going down there and handing it to someone. For $37 per night and that being the only parking method, this is a complete joke. Beach - We went out to the beach one of the days, NO towel attendant or employees anywhere. None. No towels, no help with umbrellas, nothing. It wasn't until about an hour later where someone showed up. Again, unacceptable. You market the only natural sand beach but have no one working it outside for paying guests? That's what the resort fee is for. And yes there is seaweed and sometimes a smell but you can blame the property for that. It is what it is. Noise - lots of roosters here so they woke me up every morning. The doors and walls here are paper thin. You can hear everything. Their is a base nearby with planes and helicopters flying over a lot. It's very very loud so if that bothers you, consider that. Food- food at the restaurant is a bit pricey, but we liked everything we had. Very good. Grounds - i don't think the grounds were bad at all. Some cool games and places to hang out. It's small, but nice. Annie who was working the Night Shift seems to be the only person that knows what's going on. She was awesome, nice, Knowledgable and knew what it was like to give customer service. I wish she checked me in and i wish i could only deal with her for anything. Annie was about the only redeeming experience we had here. All in all, for the price, you are just paying for location. I'd probably still choose to stay somewhere else next time.

Paid for an upgrade 1 king studio with a view. The view is into someone's house. AVOID room 362 at all costs. Would have not paid for the upgrade IF I knew this was the view. I feel like we got the bait and switch or at least lie by omission. Will never come back to this location again. Buyer beware. It is a rundown property trying to command top dollar for its former glory. They will soon succumb to their sister property up the shore. I will be stay away from this property. This is my opinion and just trying to let others know what to expect.

I liked everything about this hotel. The front desk employees were incredible and helpful, the room was clean, and it was located on the quiet end of Duval St. Downtown Key West was very walkable from this location, it only took 25min to walk to Mallory Square. There were many food options around this area as well, plus the southernmost point of the continental US was a 5min walk away. The beach was the best part. There was a quiet, private sandy beach with employees that helped set up the lounge chairs for hotel guests. The restaurant inside the hotel was delicious as well - the fish tacos were incredible! I would definitely come back here.

We had the best breakfasts with Mark, our server, at the Reach! He served us last year and we couldn't wait to see him this year. Amazing hash browns and bacon! Even the coconut oatmeal was delicious! Aliona gave us great service for dinner. She was right; everything is fabulous! Their key lime pie is a must have! Best in the keys!!! Unforgettable view from our favorite table. We will be back. Sheila & Lee Thank you, Chef Geomar, who even graced our table for your fabulous "catch of the day"!

Hilton property that we were able to get with points. Probably wouldn't have stayed here if not for that. Not because it is nor nice, it is, but just very expensive. Checking in was super easy and we had an electronic key. You have to valet park so we off loaded and headed to our room. We paid for an upgrade to ocean view. Very nice! Large room and patio. Great views of the ocean. Restaurant and bar were top notch. Great food but pricey. Really liked this place. Hopefully we can stay here again some day!

We stayed here Christmas week. The room was nice as far as the size goes. Our room was moved from what we had selected overlooking the water to a less desirable room with a street view off the atrium. The front desk staff needs improvement when dealing with concerns brought to them early. A positive was the wait staff at the bar & restaurant.

Overpriced hotel. They advertise their private beach which is barely 100 ft wide. The rooms are spacious but they charge everything extra, parking is vallet only and charged extra, breakfast is charged at $36 per person, the elevators were broken, the way to get to your room is so complicated, the hotel is a giant maize with no maps- go figure. There's much more value for the money elsewhere. I wouldn't put my money into it again.

Fantastic location with great staff. amazing ocean view. An excellent stop in the keys

The potential is there. I stayed for 4 nights. No hot water for 2 nights, a thermostat that would allow the room to be 60 or 80 for 2 nights, a panel hanging down in the bathroom, no towel rack in the room, one picture on mostly bare walls and not enough light. Seemingly an unfinished room. Outside, we could lie by the pool and listen to the sweet sound of construction (nail guns, compressors and boards banging). That view of the beach on the website - nonexistent, and blocked by a fence. All of this for the low, low price of $500/night!! Spent $2000, they credited me $200 for the subpar experience. Should have credited far more....Poor value!! On a positive note, very friendly staff. Total rip-off experience though!! The hotel should say that you will be vacationing in a construction zone.

I didnt expect a whole bunch from this place when we booked, because the reviews I read were quite sad but as first timers in Key West, we wanted to stay in old town which limited our choices. (we mainly prefer Hiltons when we travel and the other Hiltons were further away) Overall, it was good but not great. Rooms: spacious and better than I expected. However, the structure (outside corridors around the rooms etc) needs work. I understand that the Curio collection looks for a feeling of authenticity of the place but there is a thin line between authentic and old. Restaurant/Bar: Four Marlins (I wrote a separate extensive review for this under Four Marlins Key West) Staff: I though the staff was very friendly, and the regular check in/check out type of procedures were fast and efficient. Beach: Very nice and fun! I did see that other reviews complained about the algae but that is a part of the ocean and it was not that bad. Pool: the pool was one of the most disappointing parts actually. It looked old, small and uninviting- there was something about it that just felt unclean. (not to mention that the pool temperature was hotter than a hot tub which made it feel even worse) The worst part: elevators! Elevators were old, small, smelly, extremely hot inside that made you feel like you needed air every time you had to take one. This should not be the case in a Hilton. I understand the authentic feel and all, just like I mentioned above in my comments about the structure, but this needs to be improved somehow. Overall, would I go back? I prob would but I do hope they will make improvements!

Came back again and enjoyed my stay again. The staff have been very helpful and profesional. The rooms are clean and neat. The down fall on this trip is that they only had 1 working elevator from the main lobby. Maintenance drilled 2 holes outside my door to drain water due to a water leak. The sever on the beach was a little lost. The drinks that she served were just not right. She provided us with an old menu and we ordered the fresh potato chips. When they brought out the order they gave us corn chips with salsa and avocado dip. Other then the elevator delays, water leak and the beach fiasco it was very nice 3 star stay. If not for the minor inconvenience this would of been a 4 star review.

The Food the Waiters and the view always perfect! We can realy recommand this beautiful Place!

This picture kind of says it all. An old hotel that seems to be held together by gum and duct tape. (In this case where a glass shower door was broken they put in a $10 shower curtain). The good: There is a beach -which is rare in key west. Thats it. The bad: Ants in the room, A/C that won't go below 69 degrees. (I had to sleep on top of the cover...). The whole feel of the place is that of a run down 1960's motel that is desperately trying to stay relevant by installing nice looking furniture. (Nice looking - not nice quality mind you). We spent $1200 a night for a full suite. For that kind of money you should get a cottage at Sunset Key. Significantly nicer property that takes much better care of their facilities.

Staff were great and the private beach was wonderful but the facility was greatly lacking for the price. The rooms are dated & uninviting. The elevator closest to our room was broken the entire duration of our stay which required us to hike up & down the stairs quite a bit. To get from the lobby to the rooms took you on a long & convoluted path with very limited outlets. This left me concerned about our safety in the event of a fire. The balcony in our room overlooked a rundown house with a junky yard which was disappointing.

I love the Reach and have been visiting for over 25 years. I have always received excellent poolside and beach side service. However, today was the exception. A young man asked the ladies next to us if they wanted to order anything. They did and then he started to walk away without asking me or my son if we wanted to order. I asked him if we could have a Shirley temple with extra cherries. He said " we don't have cherries and we never have". Well, I know for a fact that they had cherries for many, many years. He argued with me and said they NEVER have had cherries. It's hilarious bc I have been ordering Shirley temples at the Reach for longer than this kid has been on this planet. He was rude and so wrong. Wish I had caught his name. He was working at 3pm on 6/11.

So disappointed. I planned this vacation after a stressful year taking care of my dad. I looked forward to it for months. We checked in early, only to ask if we could stow our bags til the room was ready. The guy said he had a different room available that we could check into right away. We said ok, but we regret it. If this is a premiere ocean view, they charge way too much. It's right by stairs, the parking garage, and there are trees blocking the view! I asked, an hour after checking in, if I could my original room, but they said it had already been given away. I feel like they did a bait and switch. I would never have paid $1600 a night for some thing by a staircase that doesn't really give an ocean view. I'm a diamond member and I have been for years. I don't appreciate the way that I've been treated and disregarded. I won't stay here again and possibly will end my long-term relationship with Hilton if they cannot make amends. Please don't waste your money here. The rooms are small, the bathroom is dark, the pool is small, the staff are not that friendly. I'm sure there are other wonderful places to stay in key west. I feel like I could cry. I only have one vacation week at this time of year. UPDATE 3/23: Despite Jackie's response below, no amends we're made. We called and even went to the front desk, but they said there were no other rooms available. They also did not offer a discount on the room. Hilton does not care about its customers to allow their propertied to be managed so poorly.

DEF NOT A RESORT! Beach is filled with seaweed. Stinks! No shuttle service. And before you book .... ASK IF THERE ARE WEDDINGS during your stay. Wanted a romantic weekend getaway for me and my husband after 32 years.! Well first night wedding took up the whole common area where we couldn't even walk around. Music was loud, drunk and obnoxious everywhere. Music didn't stop until 11 pm. Next night..... ANOTHER wedding. So here is my view. Again this is NOT worth the money. Room smelled like cigars, beds uncomfortable, beach was horrible.... my romantic weekend getaway was NOT was expected. Not happy and do NOT recommend this place.

First- a/c was broken Second- bath tub was clogged Third- ants all over the gym Forth- mirror light was broken They never cleaned my room my entire stay. Reached out to them multiple times to clean my room and they never came. They would just drop off towels and do nothing else. Go somewhere else. There hospitality is terrible at this resort. The manager is absolutely nasty here.

This was a family getaway for Thanksgiving and my brother in law booked this resort as he accumulated points. Therefore we booked the same to be near family. Originally booked 2 nights at $400pn with a room near family. Then decided on 3 nights. First it was going to cost an extra $800 and they couldn't guarantee the same room for the extra night. After being on to their call center, somewhere abroad, for 45 minutes m, it was arranged to have the same room for the 3 nights. We checked 3 weeks ago to ensure room near family. Hotel said OK and we got you a disabled access room. No we didn't need one. On arrival we get a disabled access room and a good way from family!!! Want a hotel pickup at the airport? Only $100!! We booked a golf cart with free pickup as my wife recently had knee surgery. Oh and $40 a day parking. The room, well balcony had coffee stains on seats and table. Bathrobe had blood stains. The A/C filter door was ajar and showed a filthy filter. One of the chairs had a chunk missing. The food was very expensive and mediocre. Went to the next resort for breakfasts as better quality and cheaper. The whole place was run down and the staff uninterested, know doubt due to all the complaints received.

I'd give it a 2.5 if yelp allowed it. See below- Pros- 1. Friendly staff- everyone is so friendly and nice. They really make you feel welcome. 2. Clean rooms- the room was spotless and the cleaning staff did great work. 3. Hotel location- I think the hotel is located in a great spot. Walk two blocks and you're on duval. It's close to many great restaurants and is one of the few hotels with a legitimate beach. 4. The hotel has its own private covered pier. It's really well kept and makes for some amazing views. Cons- 1. Hvac not functioning- After the first day, our AC stopped working and could barely keep the room 82 degrees during the day and 76 degrees at night. I asked multiple times for a technician to come by only for him to tell me the wall thermostat does not measure the temperature in the room, but the temperature of the ducting in the wall. Then he said it's just a normal issue and the unit cannot keep up. This issue alone really turned me off to the hotel and future stays. 2. Lights flickering- After our second day all the lights in the room started flickering. We tried loosening and tightening the bulbs, but it didn't change it. 3. "Ocean view"- We wanted to splurge and get a full ocean view. Instead we got a hotel view sitting over the hotel dumpster. See photo. The beach is hit or miss. We went when it was covered in seaweed. They tried to keep up with it, but there was just too much seaweed to remove. We typically went over to the sister property beach since it was much cleaner. Like I mentioned above, the staff is very friendly and it has a lot going for it. I think our individual experience might have been worse than others staying here. We will likely look to stay at the sister property next time or maybe a condo across from smathers beach.

This hotel is far from what I expected. Although the staff were considerate and professional, the hotel itself is basically a 2 star resort. For almost $1000 a night including ridiculous fees and taxes, it does not live up to its claim as a top hotel. First, the decor is minimal and worn. Furnishings are cheap and in many cases damaged. Our 5th floor room was accessed from an elevator which opened onto the other side of the complex from where our room was located. The nearby elevator bank was deemed "temporarily closed" which we discovered has been closed for the past 3 months! So we walked up and down to the 5th floor several times a day. Our shower toiletries were broken and did not dispense the shower gel etc. There was also no lotion provided. For $1000 a night? When I called housekeeping for toiletries no one answered. There was no "front desk" extension. I finally called the "personal valet" option and the woman that answered told me that ALL extensions are routed through to one person! She then puts the calls through to the various areas. And the various extensions have a voicemail that say to "leave a message." We attended an event at the "sister hotel" Santa Marina. There is NO sister comparison whatsoever for the same price. Santa Marina is far superior. We dined at The Reach Four Marlins restaurant which was fair at best. The bill for 4 people of which only 3 ordered a cocktail was $450.00! $16 for 3 hot teas from the on site grab and go shop. I only rated this hotel 2 stars instead of 1 because of the exceptional employees who spent most of their day making excuses and apologizing for this mess of a place.

This place was NOT IT. The way they advertise it is a complete lie. The floors were dirty, the bathrooms were BLECK. Theres literally only one working elevator so you either had to take the stairs or go around the whole building for a working elevator. The pool was HOT like all day so it didn't even feel good to swim in. Such a small pool for so many guests so there's usually no where to sit. Their restaurant is wayyyyy over priced for such a small menu. Not worth it at all. This place was just a huge no. There are so many other nicer hotels around the area, don't settle for this one. This place makes me feel like we wasted our Key West trip. Huge yikes.

Paid over $800 a night at this hotel as we were referred by their sister property that did not have rooms, The Waldorf Astoria. We thought it would be 5 star. It is not even 3 star! The front desk and guest services staff are argumentative and rude, extremely unprofessional, the exterior of the property, stairs, walkways and courtyard are run down. They do not offer any kind of turn down service or room service. In addition to the crazy pricing for what is offered there is a resort fee and a valet parking fee (you don't have a choice but to valet) that came to an additional $80 a night! Definitely do not recommend this hotel and certainly not at the ridiculous prices they are asking.

On of the few places in key west that have a beach. Comfortable room, nice surroundings and attention to detail. There is not a great variety at the restaurant but the food was good and the staff was friendly and helpful.

I had the worst experience of my life. I would give zero stars but that wasn't an option. The staff doesn't know how to talk to customers and they promise the customers rooms will be ready and then they aren't. The air conditioner stop working and they pretty much said sorry. After getting angry they gave us another room and I had to down size the room. There is a stray cat roaming around at night therefore don't walk around. Then finally when checking out they said they will compensate for giving us the room late but argued and didn't give it until I got frustrated 2 hours later. I would AVOID this hotel and stay somewhere else.

Huge cockroach in our room, delayed response to address (+2 hours), apparently they are common here is the answer I got from the Manager who was hardly empathetic.

I was supposed to celebrate my anniversary with my wife and I was supposed to arrive on December 15 but due to airline delay and weather delay I end up arriving until December 17 "after my fly fiasco i wanted to get to the bedroom and rest" but my adventure was just getting started it after I find out that my reservation had been canceled without a phone call, text message or email. After 20 minutes they managed to get me in a room, the room that I was assigned didn't had a working AC, then I had to go downstairs once again to check for a new room they say it was not going to be ready so we decided to to grab something to eat, the front desk lady said she will reach me when it was ready once again I never got phone call or text message so, I check to see what the status was and I was told they reach me however I suspect they never try to reach me. We got to our new room and to my surprise the shower door wouldn't close once again had to ask to get it fix mind it the rooms are premium prices $504 each night but you get what it feels like cheap quality room. After all this nonsense I try to speak to someone in regards of the 2 nights I was not there but I was charged for it, I was trying to use it as credit towards the resort or refund if possible well I was told I need to speak with Anisa Hosein the from manager she claim she wasn't able to assist me with at the beginning, but she finally agreed to refund me one night "that never happened" I ask to speak her supervisor or someone with higher authority that she had, well miss Anisa Hosein seems to believe that she doesn't report to anyone! I definitely do not recommend The Reach at Key West you might as well go the hotel next door The Southermost Beach Resort you will have a better time there! Anisa Hosein doesn't know how to treat customers or what customers service is about, she definitely needs to go to training!

We had an amazing vacation. The resort property was beautiful. The view from the restaurant was stunning and the food did not disappoint. We loved having beach access from the hotel. The staff was very attentive whether you were hanging by the pool or at the beach. The resort is located close to the quieter end of Duval Street.

We stayed here 2 weeks ago. Very expensive!! The rooms are awful- we had 2 rooms, both had AC issues. It wouldn't get cool, and all night long you could hear the AC turn on and off- almost sounded like a bomb. We needed to use the pull out couch, however there were no sheets or covers or pillows for that bed. When we tried to call the front desk no one answered the phone. Also, upon check-in, they had us down for three rooms and after they assured us one of them was removed because it was a mistake, we were still charged and had to spend time on the phone getting our money back for a room we didn't even have. We were given a credit for the restaurant, but they never applied it. Will not return to this place. Too bad because the outside of the resort looks very nice. The beach area is nice as well. But the rooms and customer service are awful. You're better off staying next-door at Santa Maria, it's a pretty cool place redone in retro!

We had a great experience at the Reach Key West. I'm a HH Diamond member so we did have an upgrade that landed us in a great suite room with a view of the pool and the water. The hotel is dated but they keep it clean and update the furniture and fixtures to make it as pleasant as possible. The staff is great and the location is perfect as it puts you close to Duval Street but on site you feel you are in a island resort. While we did enjoy the stay I have to admit this is not cheap, rather in my mind, it's expensive - for that reason it's four starts and not five

Absolutely terrible hotel! We stay at the Waldorf next door usually and at a similar price we thought we'd try this. This is an extremely over priced motel is what it is. They ran out of our rooms that we booked months in advance and we were there exactly at check in time. They tried to give us a much lower level room but that wasn't ready either. The manager on duty said she'd see what she could do then disappeared for an hour then ended up giving us the crap room anyway . The room was terrible!! Over looking some street with nothing on it. No nightstand, no room on sink in bathroom. Just complete garbage. The lobby is total crap. The bar is terrible too. Closed at 9:30 pm and the staff was rude. I'm a diamond member too. 130 nights in Hilton's last year during covid and this was the situation. I can't think of one good thing.

I was disappointed in my accommodations. The hotel showed lots of signs of wear and tear. the room was fairly clean but the surroundings not so much. One example was a toilet scrub brush in the walk way on the way to the ice machine. I would have never guessed this was a Hilton if I had not known in advance. It was not the quality accommodations I associate with a Hilton. on a positive note, the staff was very pleasant and helpful. I would skip this Hotel if you are looking in the area.

Love it here!!!! Very cozy & intimate! Had a great time with my adult children!!! Decor was modern & fresh! Can't wait to come back next year

For the hefty price, we were pretty disappointed. After checking in, we were directed to the elevator near the pool which was closest to our room. We immediately got stuck in the hot unventilated elevator for about 10 minutes. One of the young men working in the pool area said the elevators had been broken for weeks. Once we were liberated, the manager very nicely gave us a credit for the elevator experience. After the first night, we went sightseeing for most of the day. Got back at 4:30 and our room had not been cleaned or made up. They finally came around 6 pm. The bathroom door and closet door were sticky and obviously dirty which was clear - didn't need to look too hard or touch the surfaces to confirm that they were just dirty and likely not part of general cleaning. The shower handle came right off in my hand when I was getting in the shower. The toilet was broken (tank didn't refill after flushing. My husband fixed it several days in a row. Once we told the front desk, hotel staff quickly addressed this issue. None of this is terrible but I didn't expect any of these problems given the four figures charged for the room each night. The view was outstanding, breakfast was great. Dinner was truly ordinary with small portions.

My wife and I decided to stay here on a whim trip to take a break and relax for a few days. Let it be known that I frequent Hilton properties and being a Diamond member certainly can add both added value and perks to staying here. I chose this hotel due to the private beach and close proximity to Duval st. I love sitting on the beach knowing that I will not be bothered at all. They also have a nice court yard area with games and seating that is very comfortable to read or just watch the roosters run by while you enjoy a drink during happy hour. Also you will have access to the Waldorf hotel within walking distance for added amenities. If your goal is to just chill and relax with no agenda then this is the place for you.

I would give zero stars if i could. Worst value in a hotel i have ever stayed at - and i have stayed at hundreds if not more than 1 thousand. Booked a suite. Located at end of garbage strewn corridor (eventually cleaned) with a big push cart of towels that stayed there the whole 3 days - partially blocking emergency exit. Very dark room supposedly with a view - that was 1/3 building and mostly pool. 2 elevators - but only one worked and no sign of anyone trying to fix the broken one. Paint was sorely needed thru out the hotel. Entry frame to our room was a corroded mess of old poorly applied paint and rust. Remarkable. Only good thing was very friendly staff. Hey Hilton Quality Control team. Wake up!

It's been the weekend from hell!! Front desk doesn't answer the calls from my room, dirty bed sheets and if you need your car in a hurry, they only have one person working the valet. NEVER AGAIN will I be staying at this overpriced, old looking hotel!! I'd rather stay at an Embassy Suites!!

Horrible customer service,,,No one at the hotel is professional and willing to help with a situation! Many other hotels in key West that give much better service!