Casa Marina, A Waldorf Astoria Resort

1500 Reynolds St | Key West, FL 33040-4768  [SEE MAP]Key West, FL  [SEE ADDRESS]

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Guest Reviews

TripAdvisor Traveler Rating 1

I do feel betrayed for my fidelity program...

Jan 19th, 2020

after stay during a weekend, I do feel betrayed for my fidelity program, when I use my money/my points, to stay in a hotel like this one. The complete lake of maintenance, renovation and cleaning is clear in several areas of the hotel TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Staff needs to be trained by the Ritz Hote

Jan 19th, 2020

After reading all of the recent reviews we were very worried about how our stay would be. Luckily we didn’t need to use the Lysol and roach spray I brought with us. It’s a beautiful resort that needs updating which is planned next year I think. We had a very nice visit and especially enjoyed that the family pool was separate from the adult-only pool. Our room was clean and bug-free. My only real complaint is the poor service quality from the staff. They were usually not very friendly, most never looked up and acknowledged or said hello to us. The breakfast hostess was extremely unhelpful. While waiting for a table, I asked for a cup of coffee and she told me to go inside and ask a server for it. Of course there was no one to be found to help me so I had to serve myself. Also, if you want a coffee and are not getting breakfast, they will direct you to buy one at their coffee shop. Even the Hampton Inn offers free coffee guests. We chose the Waldorf Astoria to take advantage of our Aspire Card and Diamond level benefits. After this Waldorf experience, I’m considering not renewing my Aspire Diamond status and switching to Marriott and staying at Ritz’s where the customer service is 100X better. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Not worth the splurge

Jan 18th, 2020

The Casa Marina has some things going for it - good location, lovely pools and grounds and a pretty sand beach. However, to get to our room we had to walk through a poorly maintained courtyard and down a long dark hallway. The room itself was in need of updating, had a small bathroom and was generally very average. And while the bedding was very nice, it could not mask the fact that the mattress was clearly in need of replacing. The one meal I ate at the bar was very average and was overpriced. The breakfast buffet did not look like it would be nearly worth the price tag. Overall, this is a very nice place, but it does not live up to it's branding as a "luxury" resort. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

glorified super 8

Jan 17th, 2020

We recently stayed at the waldorf in key west and here are my observations. The grounds are very, very nice and well maintained and the hotel staff were very nice. That, unfortunately, is the best that can be said for this Waldorf. After checking in we were directed to our room via the freight elevator as the regular one was inoperative. After sharing the ride with the laundry cart we got off on the 4th floor to go to our room. We did have to be careful walking as the floor carpet was wavy and not totally totally attached to the floor. Our room was decent for a Super 8 although the bathroom was more suited for a Motel 6. The exterior of the building and it’s walkways definitely showed signs of needing a much needed overhaul. If you are on the ground floor and use the lobby elevators do not be in a hurry, if you are it would be faster to walk up the stairs. These observations are not just my own but 2 other guests I talked to had the same observations. It is a shame to find the name of Waldorf Astoria attached to this hotel. Perhaps with a multi year renovation it could be once again a WALDORF! I feel this review is being rather kind compared to the other reviews on tripadvisor. Bottom line-check in at another hotel!! TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 2

Won’t be returning

Jan 16th, 2020

We had our wedding at Casa Marina 4 years ago - it was beautiful and wonderful. We went back to celebrate our anniversary this year and the experience was lacking so we won’t be returning. Cons 1. Our room was never cleaned. We called about this issue and it still was not cleaned. Every day we saw the maids working in the rooms next to ours but they never cleaned ours. 2. Rooms are in rough condition. The furniture is beat up, the windows need to be washed and there was blood on our sheets. 3. Pool waiter and bartenders at the pool bar were not good. They all seemed super inconvenienced by guest wanting to place orders and it wasn’t even busy. We left on multiple occasions because we got tired of waiting to place an order for a drink. Pros 1. The outside grounds are still beautiful. 2. The breakfast staff was nice and helpful. 3. The towel guy from Argentina at the adult pool was great. Very helpful and friendly. I wish the rest of the staff was as good as he was. 4. They did send a bottle of champagne to our room in recognition of our anniversary. That was nice. TRIPADVISOR.COM USER 

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