The Reach Key West, Curio Collection by Hilton

What an amazing hotel! On arrival, we were informed that we had been upgraded, what a fantastic surprise after a very long journey! Dreamy views and very clean everywhere… All staff were extremely friendly and couldn’t do enough for us… Our bed was super comfortable and the bedding was incredibly soft, making for a perfect nights sleep… Our suite was cleaned every day and left smelling gorgeous! Shout out to 2 members of staff in particular - Tim, our waiter at breakfast, who was a lot of fun with a very infectious laugh and Bravan - a lovely guy who we enjoyed talking to about England and Kenya. Both a real asset to the hotel… We walked to the Sister Hotel Casa Marina, which was also beautiful with stunning views, but was very busy, so we were very glad we were staying at the Reach… We didn’t want to leave the Reach and will definitely be returning as it’s my new favourite place!!!

Definitely not what I think you would be looking for in a resort if that is even the proper word for it. For over $800 a night we were given an “upgraded” suite for an extra charge but when we got to the room what we really received was a view of a small parking area with old vehicles and a dirty tarp in the woods. There was also a small hole in the wall of the bathroom and the shower doors wouldn’t close. On top of all of that the TV in the room didn’t get any signal, definitely not the things I would expect for almost $900 a night. After all of these things, we decided to cancel our further reservation after 1 night which I have never done before and go to another resort where we actually got an oceanfront view for roughly 1/3 the price on top of the $150 fee which they charge you when they claim they or there sister property doesn’t have any available rooms but they were trying to move other people who also had complaints about the hotel which I’m not sure is possible since nothing was supposedly available. The only reason I gave it 2 stars instead of one is because the beach was very nice and the girl who helped us try to resolve the problem did a good job with the limited resources I believe she had available to her. Do yourself a favor and look for a different option when in key west.

Very poor experience. 100% would not stay ever again. We checked in today. When we arrived in our room it was not as we’d booked I called reception & my wife was advised that the Hotel was full & there were no other rooms available. I visited reception & was offered a one time chance to change rooms to one that wasn’t as good but they refused to allow me to see it !! I was advised that If I had a seat view I should consider myself lucky!! When I explained this eas totally unacceptable I was basically told it was tough If I could get my money back I’d leave There’s plenty of other options here. Don’t stay. I’ve never experienced such poor customer service. Do yourselves a favour & stay elsewhere

The entire staff, from the front desk to the wait staff in the restaurant, the pool staff, the valets, the housekeepers, everyone, were professional, caring and efficient! They made our stay wonderful, we were treated like royalty! Management, in particular Sophia Dillon, has clearly selected and trained the best people for each position. The facility was clean, comfortable and cheerful. We will definitely make this our home every time we visit Key West!

Expect your weekend stay to include a full house and a DJ party outside your ocean-facing room. Valet parking only but you are located right in the heart of Old Town so you can walk to Duval Street, the Southernmost point marker (go at 7am for no line and better light), and Mallory Square’s sunset celebration. We were told we got an upgrade as Diamond elite members but it was just a standard room. Maybe the upgrade was a higher floor?? Staff at check-in was pleasant, and there’s a concierge if needed in the lobby with a lemon water dispenser. Your room won’t be ready until til at least 4pm so you can store your luggage easily with the valet. The room itself was clean, water pressure was good, and towels were fluffy. Diamond elite breakfast credit was easy to use in Four Marlins and the food was generous and beautifully presented. There’s a nice gift shop with sundries, coffee, pastries and some resort wear. In all, we had a nice stay and would return.