The Reach, A Waldorf Astoria Resort

This is supposed to be a Waldorf owned by Hilton, which I expected to be a premium accomodation (certainly the price was premium). I've stayed at the NY Waldorf and loved it. Let's start with no AC in the elevators, sparsely furnished on the terraces used for viewing the beach and sunset and worst of all, no hot water when we returned to our room at […] 9 that evening. Maintenance was called, worked on it for a few minutes and asked me if it was OK. It was lukewarm at best. I called the front desk and they gave me a key to a suite on the same floor to use for a shower. The water temperature was the same.Finally, when I checked out that morning, the woman at the front desk asked me if everything had been alright, I told her about the shower. Her response, "that's too bad". I am a Hilton Honors and Hilton Vacation Club member. This was the worst experience ever. Read more

Genuine Hotels.com guest review

The grounds itself are nice....but EVERYONE who works there is awful. Every time I passed through the lobby there was someone else complaining. Rooms are soooo small, housecleaning doesn't show up until 5 PM, and two drinks at the bar was $35. Not walking distance to Duvall street. Don't even consider this place.

Genuine Hotels.com guest review

We checked in to a hotel with a pier that was closed off due to repair, which was never disclosed, a room with a broken air conditioner and a broken lock mechanism which brought the hotel Engineer to our room two different nights. Karl, the Engineer, was an amazing and very helpful character and the staff was one of the only reasons the hotel was not […] a complete waste of money. After returning to the front desk for a third time, due to our key not working, the girl at the desk said she would remove $25 a night resort fee from our bill for our inconvenience and the fact that I was in tears and highly upset and disappointed. The $25 was never removed from our bill and we were charged an additional $18 for parking in the parking garage. The one pool they have is extremely small for the amount of guests that the hotel holds and we were forced to pay to go to another pool because there was simply no room for us to lay next to the pool or get in the pool unless we wanted to climb on other guests. This resort is over-priced and was a complete disappointment. My husband and I will be returning to the Keys and will be bringing family but we will NEVER return to The Reach and I highly suggest you find a different place to stay if you are even remotely thinking of staying here! HORRIBLE EXPERIENCE! Read more

Genuine Expedia guest review

Service very bad, rooms not clean, would avoid much better hotels nearby.

Genuine Hotels.com guest review

It was a maze to get to our room. The shower handle came off, the coffee maker did not work, the patio door was difficult to operate. Our balcony view was of two rusty tanks. The elevator was out of service for 2 of 3 days we were there. The dining room only serves dinner. I would not recommend to anyone I liked.

Genuine Expedia guest review

This hotel is poorly staffed, not clean and in general ill repair. I could write a book about how bad it was but lets just say the only redeeming quality is how nice the staff was in general.

Genuine Hotels.com guest review

The first thing they told me after advertising Pet Friendly was that my pets could not be left alone, there was no pet sitter and if they barked or bothered the other guests, we were in trouble. I had to sign that sheet of information twice. So, they are not Pet Friendly, but merely Pet Tolerant and there was a non-refundable $125 Pet fee which was […] NOT advertised on Hotels.com. After this horrible treatment at check-in, the staff was just not that nice and they stuck us at the far end of the hotel I guess so that we wouldn't bother anyone. The hotel was mediocre at best and not at all as pictured, it felt like a holiday inn not a Waldorf Astoria property. I have traveled to NYC with my pets before and been treated wonderfully at better hotels than this one and they had pet sitting and walking etc. This hotel is not only not pet friendly but also not person friendly. Personally, it was a dump to me, with really awful staff. Read more

Genuine Hotels.com guest review

The room was dirty. THe shower had a mildew odor and the floors were filthy. There was a sitting area with a sofa and TV but the sofa was soiled and stained. I didn't find this room in keeping with the reputation of a 4 star hotel. The restaurant on site is very pricey. There are plenty of good restaurants on Duval St. which is a short walk away.

Genuine Expedia guest review

Had booked a suite, 1st room was TINY- 1 little tv on the side, terrible view. We called down and asked if they had another, they immediatley gave us a new one that was like 3 times the size, 2 huge tvs, great view. Now I really apprecited that but why did I not get a suite to begin with? The much much bigger problem was the room was absolutely filthy. […] There was hair EVERYWHERE. It was totally disgusting. We called housekeeping and asked them to come in and just vacume while we went out that night. I even wrote a nice note and left them some $. When we got back, the $ was gone so I know they were there but still hair everywhere- floor, couch, etc. I ended up putting a blanket over the couch and using the towls to "sweep" the floor. There was mildew on the shower and what looked like blood on the bathtub. We mentioned to the front desk the next morning & talked to housekeeping- needless to say it stayed the whole week...That was by far the worst. Other than that the hotel wasn't bad. The fees that everyone complains about are outrageous but we knew about it before we went. The only thing I will say is that we valeted our car when we checked in and never took it out again and they charged us the valet fee for all 7 days instead of reducing it to self park.. Its not much of a difference but I don't like being nickel & dimed. Beach-small, pool-small, wait staff-inconsistant at best... overall, we got a great deal but in hindesight I would've spent the extra $ and stayed elsewhere Read more

Genuine Expedia guest review

My first experience with a Waldorf property, and it was not a good one. Employees were rather rude (I was called "chief" more than once) and unhelpful. Room was uncomfortable, cramped, and on the dirty side - and I paid for an "ocean view." Wait staff was more interested in talking amongst themselves than actually waiting on poolside customers, etc. […] There was no morning coffee or any hint of the small luxuries that I expected from a four or five star hotel. To boot, it was very very expensive (i.e. $12 mixed drinks) IF you could find a bartender willing to help you. The beachfront is poor and has too-few chaises, etc. The towel attendant only spoke broken English and was extremely rude....and it took me 15 minutes to find him. This was a terrible experience and more on par with a one or two star hotel. Best avoided. Be exteremly suspect of positive reviews here. I think they'd have to be planted by Hilton staff/employees. Read more

Genuine Expedia guest review

I would not recommend this hotel because I felt jerked around as soon as we tried to check in. It just left us with a bad taste in our mouth. There were 3 other couples that went with us on this trip and they all had a bad experience checking in. We were also not very impressed with the renovation that had occured a couple of years ago. I feel like […] that we could have spent the same money elsewhere and been a lot better off. Read more

Genuine Expedia guest review

We booked this hotel because we thought, it's a lovely hotel which is not too expensive hotel. But at the end of our stay we were shocked. We had to pay for everything extra! We had to pay the resort fee, the parking lot and the tax! This was more than what we paid for all the nights and it was much too expensive for this hotel! When we talked to the […] manager he just said: This is our trick, the people come to the Reach because they think is cheap and after their holiday they are more willing to pay more for the resort fee! We were furious!! Furthermore, the beach was a disaster! There were so much algae on the beach! !t stank so awful that we couldn't lie on the beach and we had to walk over plenty of algae before we were in the clear water. There are so many nice hotels on key west,which are honest with their guests, because of that, we would never go to the Reach again!! Read more

Genuine Hotels.com guest review

Personale scortese. La notte precedente abbiamo dormito in un motel pagando metà prezzo ed ottenendo un trattamento eccellente! Essendo il the reach un hotel di elevata categoria mi sarei aspettato molto ma molto di meglio. Preciso che ho viaggiato in tutto il mondo ed il mio commento é fatto ragionando e non a caldo. Inoltre per una mia distrazione […] ho dimenticato la macchina fotografica nella cassaforte. Ho dovuto chiamare più di dodici volte prima di sapere SEMPLICEMENTE se l'avevano trovata o meno Read more

Genuine Expedia guest review

overcharged, unconfortable service, also rooms was smelled pretty bad & location likes a isalnd. can't do anything without southern most

Genuine Hotels.com guest review

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Genuine Hotels.com guest review

We booked this hotel because we thought, it's a lovely hotel which is not too expensive hotel. But at the end of our stay we were shocked. We had to pay for everything extra! We had to pay the resort fee, the parking lot and the tax! This was more than what we paid for all the nights and it was much too expensive for this hotel! When we talked to the […] manager he just said: This is our trick, the people come to the Reach because they think is cheap and after their holiday they are more willing to pay more for the resort fee! We were furious!! Furthermore, the beach was a disaster! There were so much algae on the beach! !t stank so awful that we couldn't lie on the beach and we had to walk over plenty of algae before we were in the clear water. There are so many nice hotels on key west,which are honest with their guests, because of that, we would never go to the Reach again!! Read more

Genuine Hotels.com guest review