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All reviews cruise ship sunset key sunset deck mallory square ocean front sunset celebration westin hotel key west resort oceanfront room private island street performers perfect location partial ocean view parking garage starbucks coffee per day main building
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Reviewed 13 August 2016

I'm being nice giving 3 stars.....Have stayed at Sunset Key in the past, but opted for this location since I was traveling with someone who had never been to Key West before and thought it would give them the 'feel' of being closer to the action. Biggest mistake is thinking it would be the same level of Customer Service as Sunset Key. Concierge/Room Service forgot to send up an order placed 2 days prior (had to call twice once we arrived) which was suppose to be a surprise for our guest's birthday. Made reservations for dinner on Sunset Key as a birthday celebration and called in advance to take an earlier ferry (staff at Latitudes said they would add us to the earlier ferry list). Message never got to the ferry attendant who was rude and embarrassed us in front of the waiting line of guests. Needless to say we cancelled our dinner reservation. Our money was well spent at another restaurant. We either got no response or pretentious smug treatment depending on who we spoke to during our stay. Have never seen such a gap in customer service between 2 properties run under the same 'umbrella'. The front desk was accommodating and apologized, but too little too late. Cleanliness was average....saw the same fingerprints and smudges in the elevator for our entire stay. Was planning on returning in the fall to Sunset Key, but at this point not sure I want to. I can say for certainty that this was not the Westin experience I'm accustomed to, but noticed on check out that it is independently owned. I am an experienced traveller, and am a SPG gold member. The week prior I spent a week at one of their Luxury resorts in Scottsdale and was treated like royalty. Sad to say I had a better experience at a Hilton Garden Inn at the airport that I did at this property. If you are satisfied with mediocrity this place is just fine, but if you like to be appreciated as a valued customer, there are lots of other options on Key West.

Date of stay: August 2016
  • Trip type: Travelled on business
    • Value
    • Cleanliness
    • Service
3  Thank Thorod8459
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diane S, General Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 27 August 2016

Dear Guest,

Thank you for taking the time to write this review. It is regrettable to hear that your stay with us did not meet your expectations. Thank you for being a loyal SPG member. We know you have options when you travel and appreciate your business. As it is our goal to provide each guest with the best stay possible, we apologize for the customer service experiences you had while staying at our resort. All reviews are discussed with staff and management for training and improvement purposes. We thank you again for your feedback and stay at the Westin Key West Resort and Marina and hope that you will give us another opportunity to serve you in the future.

Warm regards,

Diane Schmidt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 August 2016

From the moment we arrived, the staff was very friendly and helpful. We had requested an earlier check-in time of 2PM rather than the stated 4PM check-in, and were accommodated. There is a $20 per day parking fee, or for another $5, valet is available. The grounds are well kept and clean, well lit with security staff around.
One of the best aspects of this location is that it is near most of the key places you would want to visit. It is directly connected to Mallory Square, where every night is a celebration of the sun set. Street performers of all kinds are represented. Also across the street is Mel Fishers Treasure museum, and next door is Key West's History museum. A few steps away is Duval Street with loads of restaurants and tawdry bars along with some nice shopping. Down the street are more restaurants along the waterfront. The resort pool was also a nice addition. Staff was ever present to offer food and drink, which were on the quality side. The daily maid service was friendly and efficient. The rooms are clean and comfortable, with a fridge and coffee maker. Lest we not forget, with free internet. All in all, this hotel is as good or better than any other on the island. You won't be disappointed.

Date of stay: August 2016
  • Trip type: Travelled with family
    • Value
    • Cleanliness
    • Service
Thank William B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diane S, General Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 16 August 2016

Dear Guest,

Thank you for your 5 Star review. We appreciate you commenting on all the amenities and the location we offer.

I hope you will visit again soon.

Sincerely,
Diane Schmidt
General Manager

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Reviewed 12 August 2016 via mobile

This hotel is located at the center of a lot of the attractions. Very convenient. Located at the harbor where most water sports tours are located. Next door to the aquarium and the Hop-On-Hop-Off bus depot; across the street from the Atocha museum. Two blocks from the Truman Summer White House. The Westin's restaurant was very good. Rooms are very nice and ours overlooked the pool. Will return to this hotel when we go back to Key West. The concierge was very helpful with information and making reservations.

Date of stay: July 2016
Trip type: Travelled as a couple
1  Thank Judy_RedStick
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diane S, General Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 16 August 2016

Dear Guest,

Thank you for your 5 Star review. We, too, love our location and our neighbors.

Bistro 245 is currently ranked #1 of all Westin restaurants. We are very proud of this and glad you enjoyed it.

Sincerely,
Diane Schmidt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 August 2016

Came to this property after a bad experience in Marathon. A different setting for our stop in the Keys but a great result. We stayed in the Marathon Suite that overlooks the pool area in the main building. Tons of space, perfect location. A short walk to Duval Street or the municipal pier. Mallory Square is right next door for sunset festival, and the hotel opens up their sunset deck and bar with lots of activity for sunset.

We also paid the hotel guest rate to use the beach at Sunset Key, a short boat ride away. A nice beach day with full service drinks & meal service on the beach. As a resort guest all charges could be put on your room. Overall a great stay!

Room tip: The main building has the pool and restaurant/bar, not the building that has the front desk.
Date of stay: July 2016
  • Trip type: Travelled with family
    • Value
    • Rooms
    • Service
1  Thank nick1509
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diane S, General Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 11 August 2016

Dear Guest,

Thank you for your 5 Star review. We appreciate your comments on our facilities and services.

Please let me know if I can assist with future reservations.


Sincerely,
Diane Schmidt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 9 August 2016

Hotel is along the waterfront right next to Mallory Square. Views from the oceanfront rooms are awesome. Nice restaurant in the hotel for a quick and very good meal. Parking is attached, self parking is a reasonable $22. Rooms are nice, avg-above avg in size, nice bath and shower. Staff was great at my interactions. A/C works great and kept room as cool as I wanted it. I had a fridge in my room, thank you. Would for sure stay here again. Wifi was fast and reliable,

Date of stay: August 2016
  • Trip type: Travelled solo
    • Value
    • Location
    • Service
1  Thank WorldTravelRod
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Diane S, General Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 11 August 2016

Dear Guest,

Thank you for the 5 Star review. Your comments were helpful.

We hope to see you again soon.

Sincerely,

Diane Schmidt
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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