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Reviewed 6 September 2018

Don't stay here. Stay at the DoubleTree down the road. Can't use beach, staff is lazy and they don't care. Rooms are old and outdated. Beds creak, mirrors are rusty. Outlets don't work. Breakfast buffet is terrible and a waste of money.

Date of stay: September 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
4  Thank Shawn J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 6 September 2018

Dear Shawn J,

Thank you for taking the time to write a review for us. We're very sorry to hear that your experience did not fall in line with what you should expect from a Waldorf resort. We've taken all your comments and relayed them to our management team to make improvements in the areas you mentioned. We'd love the opportunity to impress you on another stay with us in Key West.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2018

The property is very pretty. The staff at the restaurants and pool bar are very attentive. The front desk is not very accommodating with room accommodations and late check outs. My children enjoyed the wildlife on the property from iguana's to chickens.

Date of stay: September 2018
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
1  Thank bfern442
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 6 September 2018

Dear bfern442,

We greatly appreciate the time you took to write us some feedback. It's a pleasure to know our staff provided you with great service and that your children had a blast seeing all the animals we have here at the resort. We're sorry to hear that you encountered issues with room accommodations and a later check-out and have relayed your comments to our team regarding these matters. We hope to see you and the whole family in Key West for another weekend getaway soon.

Sincerely,
David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 6 September 2018

Overall great location and things to do. Hotel lobby is nice but rooms, hallways need updating and maintenance. Mold and rot on doors and balcony. Halls dark and tired. Does not hold up to the Waldorf name.

Date of stay: September 2018
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
3  Thank josephjucha
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 6 September 2018

Dear josephjucha,

We appreciate your helpful feedback. While it's wonderful to learn you found the resort location lovely, it's disappointing that your room did not impress you throughout your stay. As you know, we're undergoing a series of renovations to improve all our facilities to create a fantastic experience for our guests. Should you choose to stay with us again, we would love to highlight all the improvements.

Sincerely,
David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 September 2018

Nice location but rooms are not what you expect in a Waldorf Astoria hotel. One nice manager and Conner out in the pool area is great. Front desk staff was mostly rude. The Double Tree down the road has much nicer rooms and is a better choice for Key West. Had 2 rooms and stayed 4 days over the Labor Day Weekend. Wouldn't do it again. The room has 2 double beds instead of queens or kings, mirror in the bathroom was rusty, outlets don't work and housekeeping doesn't clean your room until around 4 pm. Don't waste your money on the breakfast buffet. Not worth it.

Room tip: Don't Go Here. Go to the Double Tree.
Date of stay: September 2018
  • Trip type: Travelled with family
    • Location
    • Sleep Quality
    • Service
2  Thank Shawn J
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 6 September 2018

Dear Shawn J,

We appreciate your thorough review. While we're pleased to know you enjoyed our location and the pools, we're disappointed that our staff fell short of what you should expect from a Waldorf property. We're also sorry to hear that your room was not properly attended to prior to your stay. We appreciate all your comments and have forwarded them to our team to make improvements in the areas you cited. We hope to impress you on your next trip to Key West.

Sincerely,
David Ferrier
Operations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 September 2018

Mix up with booking cost us money. When we tried to resolve the issue with management, Diana. Nothing was resolved. We booked through Hilton reservations and they did not put it in correct so we didn't get our free night stay. Instead of answers and working on the issue, we heard nothing.We even talked to the main manager, taj. And felt like it was going to be taken care of. But we never heard anything. Seems like a huge scam here. The property is not even worth the amount of money they want. The walls are paper thing, everything is beat up and dirty.Look around at recent reviews and I'm not the only one with a problem.

Date of stay: September 2018
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria
3  Thank Chris P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
PropertyAssociate, General Manager at Casa Marina Key West, A Waldorf Astoria Resort, responded to this reviewResponded 6 September 2018

Dear Chris P,

We appreciate you taking the time to leave us with your thoughts from your stay. We're very sorry to hear about the issues you encountered checking in and that our staff was not able to quickly resolve the issue. We've forwarded all of your comments to our team so that these situations can be cleared up in the future. Thanks again for your review and we hope to showcase all the best parts of Key West should you choose to stay with us again.

Sincerely,
David Ferrier
Operations Manager

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