The Reach, A Waldorf Astoria Resort

1435 Simonton Street | Key West, FL 33040-3116  [SEE MAP]Key West, FL  [SEE ADDRESS]
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Guest Reviews

TripAdvisor Traveler Rating 1

Worst Hilton Hotel Experience Ever

Aug 11th, 2019

While the check in process went smoothly, the rest was a poor experience. Our room was dusty, the bathroom was filthy (hair in and outside of shower, mold and mildew that looked like it just needed a good clean, dust in all of the corners of the room. We called the front desk 3 times to please come clean the bathroom, to no avail. Finally, at 9 pm, I took photos of the bathroom and took them to the front desk and asked the clerk to look at them. I asked her "Would you shower in this?", she replied that no, she would not and contacted the maintenance supervisor. He came and called for someone to go clean our room right away but he was rude and avoided making eye contact with me. Because it was our 20th anniversary, we called the Hilton Diamond desk and asked to check out the next morning. We were refunded points for our 2nd night but the hotel general management never resolved our issue with not wanting to lose all 75,000 points for the first night. A Hampton Inn for about 35,000 points would have been a better experience. I would never recommend this place to anyone. Outside of the room, the water is murky and has a foul odor, the elevator had mold on the ceiling tiles that could have been easily cleaned, the cleaning staff was constantly yelling in the hallway and talking loudly. It just needs a complete renovation, which I think they are working on but noone should have to suffer through staying here in the meantime. We checked into the Ocean Key Marina the next day and I would highly recommend that resort. They were lovely, upgraded us for our anniversary and provided us a $25 resort credit. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Closing for renovations and not told before booking

Aug 3rd, 2019

This was a disappointment as a Hilton property. Was not told at booking of the condition of the hotel. It was bad enough that they were scheduled for renovations for 4 months. I would’ve liked to known about the renovations ahead of time so I could’ve picked a different hotel for my vacation. I don’t get to go on many nice vacations maybe once every five years and I would’ve loved to had a place that I could’ve been proud of to stay in. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 1

Very expensive and disappointing.

Aug 1st, 2019

This resort is definitely not Waldorf Astoria quality Booked without reading the Trip Advisor reviews which was my first big mistake. Many of the guests appeared to be using Hilton "points" so it may have been less painful for them. We paid full listed price which was $500 plus per night . Room was not properly cleaned. Had to call maintenance in first 5 minutes. Bathroom sink would not drain. How had the housekeeper cleaned the bathroom? Ceiling fan in bathroom covered in dirt and cobwebs which had to be cleaned out with paint brush. Cracked and dirty tiles on the floor. Hotel was in a nice location on the beach in the South End. Seaweed would accumulate on beach in mounds and was not cleaned up unless there was a wedding. Happy hour was at a tiny little bar and mixed drinks were not included. Elevator was broken for many days. Complained to manager and found out hotel will be remodeled next year. Room rate should be lowered until this is completed and Waldorf name should be removed. PS First time visitors to Key West and would really recommend the island ---just not this hotel.. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 3

Love the staff of the resturant!! New look will be good for this location

Jul 31st, 2019

We stayed here several times, the staff at the restaurant and bar are awesome people! Food at diner is still good! We look forward to the new look! Hotel stay this time was alittle rough. We did not get some good rest here as we normally do. We look forward to seeing the remodeled hotel. I am glad Hilton is investing in this property! Seaweed was an issue as well, but it is nothing the hotel can control. There guy cleaning the beach might of cause some issues as well. We will have to see. TRIPADVISOR.COM USER 

TripAdvisor Traveler Rating 5

An amazing way to say good bye

Jul 30th, 2019

I had the most amazing week down in Key West at The Reach. I have been staying at this resort for 10 years now and was very sad to find out that it was closing down and rebranding. Thank you to the help of Yvonne, the Front Desk Manager, she was able to get me an amazing room and allowed me the opportunity to say good bye to in my own way. . I can not thank her enough and hope that I am able to see here when I am one of the first guests to stay after their reopening. Once again I am very sad to see it go but I am also very excited to see what is in store. Also Thank You again to Yvonne, it really meant the World to me TRIPADVISOR.COM USER 

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