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“Great Location, not a 5 star”

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Casa Marina, A Waldorf Astoria Resort
Ranked #40 of 51 Hotels in Key West
Baltimore, Maryland
Level Contributor
124 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
“Great Location, not a 5 star”
Reviewed 18 June 2014

This is a wonderful location. We booked a suite, which was not exactly suite like. There was a living room/dining area and a bedroom. However, the room was in needs of some upgrades, like paint and caulk around the tub. The Nespresso Pot did not work the entire time we were there, despite having it replaced twice! The maid left a pot of coffee from the "regular" pot with coffee in the pot, uncleaned for 3 days. We had to ask for extra lotion and soap, as not enough was provided for 3 people. I expected better from a hotel chain of this caliber.

On the plus side, the location is wonderful and the pool are really great. The views are great. My son, who is 15, had a great time with other teens and I felt fine letting him "hang out" with out worry that he would get into trouble or be bothered by others. It was an easy walk into town. The breakfast provided was very nice and there was a lovely selection. The service at the dining room and pools could not have been friendlier. The Concierge was knowledgable and helped us book some outings and meals. The spa service on the beach was wonderful as well.

If you can get a great room rate and past the fact that this is not a 5 star hotel, it is a good spot to stay.

  • Stayed March 2014, travelled with family
    • Value
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Helpful?
3 Thank Modernizing
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bilal M, Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, 21 June 2014
I would like to take this opportunity to thank you for your feedback regarding your recent visit to Casa Marina, A Waldorf Astoria Resort. Our goal is to provide our guests with great service along with a relaxing and beautiful atmosphere.

Please accept my sincerest apologies for the problems you encountered while staying with us. We do work hard to establish high standards of quality and guest service, and I am sorry to learn that we failed to achieve these results. I assure you that we are using your feedback constructively with our management team to rectify the absence of follow-up from our management team. Training is a continual process for us; therefore your feedback is being used directly with the teams involved.

We thank you for caring enough to share your experiences.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (1,411)
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New York
Level Contributor
16 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
Reviewed 18 June 2014

This was our third trip to Key West, our first time at Casa Marina. We booked thru Amex FHR program so assumed a certain level of hotel. We were booked into the all suite wing. The first room offered had no window in the bedroom. The second room had a small window that looked into the inside of the linen and laundry room. The third room was lovely, with large windows facing the ocean. The bathrooms are tiny, with literally no place to put any toiletries. The linen closet on our floor was filthy. This is where they keep the 'clean' towels and linens. The shelves were in disarray and there were dirty towels on the floor which remained there the entire 4 nights of our stay. We know this because the door was always open. The housekeeping staff, other than the turndown people, were less than acceptable. There seems to be no supervision. The public areas, especially the pools and gardens are beautiful. The check-in and desk staff were very accommodating but seem totally unrelated to housekeeping staff. The concierge desk staff are not knowledgeable and are not trained.

  • Stayed May 2014, travelled as a couple
    • Value
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    • Sleep Quality
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    • Cleanliness
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Helpful?
3 Thank Bouchet
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Bilal M, Manager at Casa Marina, A Waldorf Astoria Resort, responded to this review, 21 June 2014
I would like to take this opportunity to thank you for your feedback regarding your recent visit to Casa Marina, A Waldorf Astoria Resort. Our goal is to provide our guests with great service along with a relaxing and beautiful atmosphere. Please accept my sincerest apologies for the problems you encountered while staying with us. We do work hard to establish high standards of quality and guest service, and I am sorry to learn that we failed to achieve these results.

We have shared your feedback with our operating teams, helping them identify specific service breakdowns. Training is a continual process for us; therefore your feedback is being used directly with the teams involved.

We thank you for caring enough to share your experiences.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
New York City, New York
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 18 June 2014

The casa marina is a nice escape. The beach is small but the property is beautiful and I would definitely bring my family back here again! Employees were very helpful as we'll. There are lots of things to do on property!

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
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Helpful?
Thank Ganders10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Lafayette, Louisiana
Level Contributor
7 reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 18 June 2014

I had a great time at the resort. I was very impressed with the quality and layout of the place. Had a great room, food was great, drinks, service, all top notch. Had a massage by the beach. Great great time. It is a bit pricey but it was worth it.

Room Tip: We had an ocean/resort view large king bed room with a balcony that was probably bigger than our roo...
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  • Stayed May 2014, travelled as a couple
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Helpful?
1 Thank BobbyBrignac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Pittsburgh, Pennsylvania
Level Contributor
7 reviews
Reviewed 17 June 2014

We booked several adventures while staying at the Casa Marina through their concierge desk, Shaun was very knowledgable, friendly, polite, patient and gave his opinion on which package he recommended. He wasn't overly pushy or aggressive. We received excellent customer service by Shaun and thoughly enjoyed all our adventures. I would highly recommend seeing him if planning any adventures!

Michelle R

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
Thank happyvacationer14
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Plantation, Florida
1 review
Reviewed 17 June 2014

We had a wonderful girls weekend last week and the beach service we received from Daniel was outstanding!!! He took the time to set us 4 ladies up with beach chairs and umbrellas, handed us scented frozen towels for the heat and constantly made sure we were having an enjoyable day at the resort. Daniel you Rock!

Room Tip: Rooms on the west side smaller than the new side
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  • Stayed June 2014, travelled with friends
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
Thank Joanita71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 17 June 2014

This is a beautiful resort with spacious and clean rooms. The location of the resort is private as it within walking distance to a lot of the main attractions but lacked fair enough away for some privacy from the busy areas. The negativity about the resort is that it is fairly large and busy at the pools and beach. There is no privacy on the beach.

  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Jennifer B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Casa Marina, A Waldorf Astoria Resort

Property: Casa Marina, A Waldorf Astoria Resort
Address: 1500 Reynolds St, Key West, FL 33040-4768
Region: United States > Florida > Florida Keys > Key West
Amenities:
Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 On the Beach Hotel in Key West
#10 Spa Hotel in Key West
#16 Luxury Hotel in Key West
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — Casa Marina, A Waldorf Astoria Resort 4*
Number of rooms: 311
Official Description (provided by the hotel):
This Mediterranean-inspired hotel sits on a 1,100-foot private beach a mile from Duval Street. Our historic beachfront resort combines 1920s ambiance with a chic, contemporary flair, features sophisticated accommodations, complete with LCD televisions, iPod docking stations, and an in-room espresso, coffee, and tea maker. Amenities include: two tropical pools, water-sports activities, spa services, poolside cabanas, Sun/Sun Bar & Grill serving breakfast, lunch, and dinner, and The Lobby Lounge for tapas and libations. ... more   less 
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Also Known As:
Casa Marina, a Waldorf Astoria Hotel Key West
Waldorf Astoria Key West
The Waldorf Astoria Collection
Casa Marina Resort Key West
Casa Marina Key West
Casa Marina, A Waldorf Astoria Resort Key West, Florida

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