Heron House

We recently stayed at Heron’s House in Old Town Key West, and while the charm and character of the property fit perfectly with the spirit of the area, the service and cleanliness fell far below expectations—especially at $550 per night. I want to emphasize that I have no complaints about the building’s age or its classic Key West style. The boutique hotels and houses in this area are part of what gives the Old Town its soul, and we truly appreciated that. However, at this price point, I expected much better when it came to basic cleanliness and service. The towels provided were dirty and had noticeable stains, as did the beddings, which was disappointing right from the start. The fridge in the room was extremely old and covered in rust, making it feel unhygienic and uninviting. What was most shocking, though, was the lack of respect for our privacy. Despite having the “Do Not Disturb” sign on our door, the staff entered our room without notice to change the air conditioning unit. They could have accessed the unit from the balcony, which was accessible from other rooms, but instead, they came into our room, opened the packaging on our bed, and left dust and debris all over the bedding. To make matters worse, they didn’t bother to change the beddings afterward. At this price point, I expected a clean, well-maintained room and a basic level of respect for privacy. Unfortunately, this stay did not meet those expectations at all.

Staff: 5 out of Cleanliness: 5 out of 5 Bed: 5 out of 5 Shower: 5 out if 5 (hot water) What more can I say, from the minute you walk in the door, you can feel the loving atmosphere. Staffs 20 years of experience helped this 1st timer navigate perfectly.

Stayed 2 nights after Thanksgiving at The Heron House, The place is a hidden gem and quite affordable. Greeted at front desk cheerfully and even though we were early for check in, we’re able to leave our bags, so could find a close parking spot, there is no off street parking avail, was able to find one only 1 block away with no metered parking The room was clean, and just what you would expect hidden within green lush gardens, ours had a nice wooden deck, pool was heated and very enjoyable 1 block from Duval, everything was within walking distance Cleanliness was a 10 Attentiveness of Staff 10 Location 10 Can’t wait to go back

Room needed minor repairs(light switches), but was roomy, bed was comfortable and room was CLEAN..comp breakfast was good and the hostess was so friendly. Enjoyed meeting other guests by pool. And, the hotel was convenient to walk to town.

Called 8 times during business hours, sent emails from their website, and reached out through the booking app, they never responded. We wanted to change our reservation but had to end up canceling through the app for an illness as no one from Heron House ever responded - no credit or refund, not even on resort fees - the booking app finally got a hold of them. Our other key west hotel answered and gave us a refund. Heron House was more keen on making more money by going from sold out to listing our room as available once we canceled, than picking up the phone or responding to our emails/texts. We could have not canceled and kept trying to get a hold of them but chose to give the hotel time to find a new reservation which it looks like they did, and this is how they repaid us. Worst, well non-existent customer service I’ve experienced from a hotel