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at the Casa Marina, A Waldorf Astoria Resort
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Still a solid choice in Key West
Nov 30th, 2020
This was probably our 12th or so time staying here. Here are my thoughts... 1. It's a grand hotel with a lot of great history. The location is outstanding and has a very "Grand" feel to it. 2. It's time for an overhaul at the hotel. We stayed in the Flagler building. The rooms are large and the views are great. The rooms are just beat up. Not dirty, but full of scratches and marks and doors that need a little help to close. We knew this going in and didn't let it bother us on either of our stays this year, however it's time for them to do an overhaul. Don't let the cosmetic issues keep you from visiting. 3. Service is okay. I expect more from a Waldorf. Any Ritz would put them to shame. I had 2 packages delivered while I was there. Neither time did they notify me. Service around the pool was hit or miss. A simple "Welcome Back" would have been appreciated since we were down there almost every day for 10 days. Front desk folks were pretty attentive. 4. I'm a diamond member. And a returning Guest. Neither was acknowledged. There wasn't even a mention of an upgrade. The $15 per person breakfast credit in the Flagler bar was very nice. 5. The pool needs the same overhaul as the room. The cabanas are filthy. 6. The fitness center has been "Under Renovation" for weeks, if not months, yet there is nothing going on inside. You need to walk over to the Reach, which has a much smaller gym and half the equipment is closed. The fitness center at the CM has been great in the past. Not sure what is going on here. 7. They now have music at night on Thursday, Friday and Saturday. This has kept a lot of people at the outdoor bar and hanging out at night. We loved this. It brought an energy to the hotel at night that has been lacking. Grab a seat by the fire pit. Overall, we'll keep returning. It's just this place could be so much more. TRIPADVISOR.COM USER
Nov 30th, 2020
Good: - easy access to beach - pool was a good temperature - friendly staff - generous towel service - fast and attentive breakfast service, great coffee (they have soy milk and almond milk!) - free bottles of water Bad: Maybe my expectations were too high for a Waldorf Astoria but everything just looked run down - cracks in shower tiles - part of the ceiling in the bathroom looked boarded up - espresso machine didn’t work until it was plugged into a different outlet - one outlet didn’t work - multifunction alarm clock/charger station was not plugged in and we had to have staff come in and move the bed to access the outlet behind the bed - realized why it wasn’t plugged in an outlet: alarm clock only has a snooze button; the “off” button wasn’t working and it was set to a 6am alarm - “fresh” bathrobes smelled like mildew - ants everywhere, even with our balcony door closed (we were on the 1st floor) - any request (ie. fix x or y, could I get an extra toothbrush) took 1-2 hours of waiting before a staff member arrived to help - extremely thin walls or maybe the noise was coming from the ventilation system but could hear our neighbors very clearly - gym was closed for renovations Overall, the place seems like it is understaffed and has been poorly maintained over the years. TRIPADVISOR.COM USER
not worthy of the waldorf name
Nov 29th, 2020
The name Waldorf Astoria conjures up certain images: impeccable buttoned-up service, old-world charm, and a passion for helping guests. This place is not a Waldorf Astoria; it is, though, more like a Hilton. We arrived around 3:30 pm to a buzzing lobby. Fortunately, it didn’t take too long to be processed. Most 5-star hotels would recognize their members, let alone their most elite - Diamond. I inquired about a paid room upgrade, but the agent was more interested in getting me my keys and out of his face. I’m being very picky, but only one of the two elevators functioned. Nonetheless, if you’re claiming to be a 5-star property, everything should be in working order. Our room overlooked a parking lot. So much for giving Diamond members the best rooms. While the room was clean, it desperately needed an upgrade. Baseboards were scuffed and the tile in the bathroom had a crack. I did like the Nespresso machine and Salvatore Ferragamo bath products. The staff are pleasant and friendly, but lack polish, finesse or refinement. At the pool bar, I had to flag down a server. The couple sitting next to us also had to motion for any kind of help. When we did receive attention, I swear the guy was annoyed. Another example of lack of 5-star service: When our car would pull into the driveway, the valet guys didn’t open the vehicle doors. Sometimes, they would open the doors to the lobby, but it was very inconsistent. If you’re expecting Waldorf quality and services at this place, please look elsewhere. You will be sorely disappointed. On the other hand, if you come with a Hilton expectation, this resort hits the mark. I’m usually not so critical in my reviews, but this place really isn’t worthy of the WA name - it’s definitely a lipstick on the pig situation. It’s certainly not a roach motel, but its staff could use an education on fine hospitality. TRIPADVISOR.COM USER
Nov 28th, 2020
They did a great job during covid, disinfectant wipes near elevator, hand sanitizer located throughout the property, masks required and being worn, even witnessed an employee spraying the air. That being said, most of our time was spent outdoors where there was plenty of room to social distance. Our time in the Keys felt safe due to mandates they have in place. TRIPADVISOR.COM USER
The main building and beach is nice but most of the rooms are in a separate building that’s basically a run down inn
Nov 28th, 2020
The main building and beach area is nice but most of the rooms are in a separate building that’s basically a run down inn or motel. You enter from the motel part from the outside. The furniture is torn up. The details of the room are at the end of their usefully life and ready for a full rehab. The service is 3 star just okay but not 5 star. 5 star service is when the staff holds the door for guest and goes out of their way to help. The service here is more like employees just trying to get thru their day and no incentive to go out of their way to help guests. They seems to be able to get away with just okay service and motel quality rooms because there is more demand for key west beachfront hotels than there is supply. I’ve been to many Waldorfs and this hotel does not meet Waldorf standards and should be downgraded to a Hilton if they are not going to improve the service and rehab the rooms. We got a good deal to stay but I would be angry if I was tricked into spending top dollar for a Waldorf and all I got was a run down Hilton. I’ve stayed at many Hilton Garden Inns and Hampton Inns for under $100 per night that are nicer than the room I’m sitting in right now at a Waldorf. Many of the online pictured are just of the nice parts in the center building and not of the run down motel connected building with parking lot views. We did enjoy the live music outside on the beach that guests can enjoy if they are eating at the restaurant and this tipped my rating from 2 stars to 3 stars but I doubt this is every night so don’t count on this when deciding where to stay in key west. TRIPADVISOR.COM USER
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