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“Disaster”

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Casa Marina, A Waldorf Astoria Resort
Ranked #39 of 51 Hotels in Key West
1 review
“Disaster”
3 of 5 bubbles Reviewed 5 July 2014

We were lied to about wedding photography on the grounds for guests of the resort, we were booked an "ocean front view" with NO VIEW, the other guests were drunk, & disorderly with men in the women's restrooms at the pool. Turn Down service just barges in unannounced & walks in on people using their bathrooms.......it's all ridiculous! The Management spits out scripted apologies, but there was no sincerity. And it was too late to allow my wedding photographer on the property, schedules had already been adjusted for alternate plans. Our non-view room couldn't be moved, they had no better rooms to offer us. Total disappointment.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Waldorf Astoria

Helpful?
Thank 741amyr
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, 7 July 2014
I would like to take this opportunity to thank you for your feedback regarding your recent visit to The 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.

Sincerely,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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6,932 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (1,398)
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English first
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 4 July 2014 via mobile

We stayed in room 1020. A direct, ocean front suite on the east side. Room was spacious, but bathroom was small as was balcony and room had weird angles. View from the room was spectacular - we were only steps from the beach and water. Saw a rooster and iguana right outside our door! Beach setting gorgeous, but water is not the best - rocky and lots of seaweed. Public beach next door much nicer. Great poolside and beach service - cabana boys will set up chairs and umbrellas anywhere you want. Full restaurant and bar on the beach. Nice extras - fresh fruit, cocktail samples, Popsicles, and cold towels served daily to guests. Concierge made great dinner recommendations and cabana boy set us up with a jet ski tour around Key West. Would give 5 stars if beach and water were nicer. Overall - a wonderful place with excellent service. We would stay here again!

Stayed July 2014
Helpful?
1 Thank Jen M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shoreline, Washington
Level Contributor
27 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
5 of 5 bubbles Reviewed 4 July 2014

We loved the location of the Casa Marina. Close to Duval, yet not in the middle of the madness. The pools are great and I really liked the design and decor. We had dinner on the patio twice and enjoyed it very much.

The hammocks on the beach were delightful as was the pier where you can walk out and feed the tarpon. Staff was great and our room was very comfortable with great balcony that gave us a wonderful view of the ocean.

We will be back!

Room Tip: Get a room on the west end so you don't overlook all the activity and have a more peaceful view.
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  • Stayed December 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank RheaShore
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, 7 July 2014
Thank you for taking the time to share your feedback about your recent stay. We are thrilled to hear that we made your vacation enjoyable. Our goal is to provide our guests with great service along with a relaxing and beautiful atmosphere.

We appreciate your loyalty and we hope to see you again with us.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 bubbles Reviewed 4 July 2014 via mobile

I went with my family on this vacation. I had a wonderful stay. There we some minor problems but Steve (one of the front desk workers) handled it very well. The staff was very kind. If you are lucky you will meet a guy named Patrick. I recommend this hotel, when you come down to the keys. Enjoy your stay.

Stayed July 2014
Helpful?
1 Thank Brenna W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Worthing
Level Contributor
14 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 17 helpful votes
4 of 5 bubbles Reviewed 3 July 2014

Large complex on the beach with good sized rooms.
Friendly staff.
Great location within walking distance of all the action whilst being quiet.
That said, it is quite a hike up to say Sloppy Joes at the other end of the main strip, especially in June but hey, it works up a nice thirst.

Only negative and this applies to most of the Keys from what we could smell driving the length of them, is the amount of seaweed which really pongs in the Summer. Not bad at this location but could be improved...

Room Tip: We didn't have a beach view but to be honest, we were out and about most of the time so it didn...
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  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank MAC_WorthingUK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Little Falls, Minnesota
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed 3 July 2014

Casa Marina's beach experience was memorable. My friends and I enjoyed the hourly treats and amenities, but better yet was the friendly Key West advice we got from Mark. As first time visitors, we appreciated the activity recommendations, tips for a short cut to Duval Street & restaurant reviews. Mark helped piece together a week of good food, relaxing breaks on the beach, and jet skiing, sailing, snorkeling, and kayaking adventures.

Stayed June 2014, travelled with friends
Helpful?
1 Thank BMS507
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Austin, Texas, United States
Level Contributor
15 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed 3 July 2014

The reason we'd like to go back to Casa Marina is the terrific staff, particularly the guys at the pool and beach. They really make you feel like royalty and go out of their way to make sure you're comfortable and happy. All of them were great but Daniel and Mark stood out. They must have a great screening process for hiring because the entire staff was super friendly and helpful. It was our first time in Key West so we don't have anything to compare. The area of town seemed great because it was nice and quiet and you could rent bikes on the resort property and quickly get over to Duval Street and other attractions. The set-up at Casa Marina is nice with both an adult and family pool. Great food you can order poolside and loved the cocktails.

  • Stayed June 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Traveler10_03_87
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, 7 July 2014
Thank you for taking the time to share your feedback about your recent stay. We are thrilled to hear that we made your vacation enjoyable. Our goal is to provide our guests with great service along with a relaxing and beautiful atmosphere.

We appreciate your loyalty and we hope to see you again with us.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative 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
#9 Spa Hotel in Key West
#15 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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