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Margaritaville Key West Resort & Marina
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Reviews (2,485)
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All reviewscruise shipsunset keysunset deckmallory squareocean frontwestin resortsunset celebrationkey west resortoceanfront roomprivate islandstreet performersperfect locationpartial ocean viewstarbucks coffeeparking garageper daymain building
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Reviewed 4 May 2014

I've spent a few weeks here (this stay and previous stay). The location is good. You will have your view blocked by a massive cruise ship most days and you will hear the obnoxious cruise ship blaring its horn in the am and pm. Whoever manages this place does a horrible job with customer service. The bell men and valets are nice. One gentlemen remembered us from last year. Everyone else is pretty horrible to deal with. We extended our stay then got a call the day before our original reservation was to end to say they had no more rooms and were kicking us out. They had already confirmed the reservation and charged the card! My husband had to go yell at them. Then they wanted to move our rooms…. Finally the manager just said he'd take care of it. We threw a fit in front of the entire lobby but I truly think that we would have been told to leave had we not been so outspoken. This was supposed to be an early anniversary for me and my husband and they almost ruined it. Alos, we've asked for things and sometimes the front desk just simply forgets. We've ordered things that their staff didn't even know existed. We had to insist that they had it b/c we've been here before. Avoid the lunchbox. It's a sloppy sandwich, Oreo, small water, and Nutri-grain bar for $25. And the sandwich was soggy. If you are going fishing, eat a good breakfast and get a snack from Publix. The rooms are some of the nicer rooms in Key West unless you hit up a bed and breakfast. It's typical hotel furniture and we've had the same sets in many hotels. They also take small pets so my chichi travels with us. The pool area is lovely and nighttime walks along the harbor are fun. Also, you are right at Mallory Square so you can walk over to see the sunset and activities. So why the bad review if it is lovely and has a good location? B/c the manager needs to teach his staff customer service. They are almost snobby and this isn't a high-end hotel. When I spend a couple hundred dollars to stare at a cruise ship during the day, i want someone to at least be nice to me. I don't mind spending money but they need to get over themselves. Room service food so not great but its better than most.

Room Tip: 1 - Make sure you have a waterfront room. We had water view rooms before and they are side views. 2 - Stay in the second building (the one check-in the lobby is not located). 3 - If you stay in 101-105 you will be on the first floor with a great view of cruise ships…but when they leave at night you have an amazing view. Also, you have a private entrance and you can walk out to Mallory Square. They close the pool at night but people still hang out there. The drunks that stumble in at all hours (I was one) are loud and sometimes open their sliding glass doors to the pool area so I would avoid pool front rooms unless you want that scene.
  • Stayed: May 2014, travelled as a couple
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3  Thank BlueBreezy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonKeyWest, Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 12 May 2014

Dear Guest:

Thank you for taking the time to write this review. I am glad to hear you enjoyed the location and rooms at the Westin. It is regrettable to hear that your experience with the staff did not exceed the expectations other Westin hotels have provided for you. One of the major purposes of online reviews is to highlight areas for improvement and your feedback provides us with valuable information we can review to improve on for the future. All reviews are passed along to the staff for training and improvement purposes. Thanks again for reviewing our hotel.

Warm regards,

Lourdes Torbisco
Marketing Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 April 2014

The location of this hotel is great. It is ideally situated for watching the awesome sunsets and within just a couple blocks walking distance to a variety of options for food, drink, shopping and much more. We very much enjoyed the pool area and spent a fair bit of time there relaxing - after all that was the entire point of our trip to Key West - relaxation, fun and sun. This hotel bills itself as a resort and the room prices certainly made us think this was going to be a premium experience. Lets explain...
Upon checking in, we were greeted in the lobby and checked in very quickly and efficiently. We were told that we would be getting an Oceanview room. While we are familiar with Key West and knew that the hotel is adjacent the piers where cruise ships frequently dock, we did not expect a full-time ocean view. However, on actually getting into the room, even calling the view Partial Oceanview as they like to describe it is generous. Our room did not face the water, so you only got that if you poke your head over the railing and look to the side. There was no such view from inside the room. For us, while that would have been nice, it did not bother us. What did, was the room was musty. Luckily the weather was great and we kept the balcony door open while we were in the room which alleviated the problem. While the overall room seemed very clean, the carpeting was not. Socks turned black from walking on it.
Our first full day there we spent at the pool. Literally within minutes of sitting down, the bartender Samantha, stopped by and asked if we wanted anything. She kept us comfortable with drinks and such all afternoon long. We never had to wait, as she always seemed to be around and keeping the poolside guests happy. This made us feel the first impressions from the night before were a bit less severe since we had such an enjoyable and relaxing afternoon at the pool.
We would usually head out late afternoon and spend the evening going other places and each night wanted to return to the pool. Except for that first day when Samantha was working, returning to the pool area late in the day was always met with wet towels everywhere and not a dry one to be found without having to call or visit the front desk - every evening.
One day during our visit, the hot tub was not working the entire day. Since the pool area was one of the reasons we choose this hotel, we were a little disappointed. The following morning on our way out for the day, I stopped to ask at the front desk if the hot tub was fixed yet - as we wanted to determine what to plan for the rest of the day. Instead of getting a real answer, the woman at the concierge desk appeared incredulous that there could be anything wrong at all. What I thought was going to be a very simple and straight-forward question, wound up getting a very rude and crass response that was totally uncalled for. Writing to Starwood afterwards regarding the incident, I felt totally dismissed by their response. They "gifted" me an extra 2500 points in my rewards account for the trouble. It seemed like a completely disingenuous way to make it look like they are trying to make amends. But it is an empty gesture as it is worth absolutely nothing since it is not going to influence me to return to this, or any Westin/Starwood property. There are plenty of other premium priced choices and this one had proven itself to us multiple times over that it is not a premium experience by any stretch.

Room Tip: Do not be misled, even rooms that are labeled as partial oceanview are not, since the room needs to face the ocean in order to be able to make that claim valid.
  • Stayed: March 2014, travelled with friends
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3  Thank DPM67
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonKeyWest, Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 28 April 2014

Dear Guest:

Thank you for taking the time to review our hotel. The designations of ocean front and ocean view stem from their view of the water. Ocean front rooms directly face the water and water can be seen from inside the guest room. Ocean view rooms have an indirect or partially obstructed view of the water or water can only been seen from the balcony/patio. We feel we are very clear in these designations, as we want our guests to be informed of what they are reserving. We are an active cruise ship port however, cruise ships do not dock here everyday. The city of Key West has a schedule on their website. Our dock is designated as pier (b). Your feedback is important to us as it provides us with information we can review to improve on for the future. Thanks again for taking the time to write this review.

Warm regards,

Lourdes Torbisco
Marketing Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 23 April 2014

We travel to Key West every year and make sure you stop by to have one of Jimmy's famous drinks. Especially the Green Thing. Tasty and refreshing. One question though is that he gives out the recipe for the drink and I can not find kiwi passion fruit juice that it calls for. We asked him last year and he said check the drink mix aisle and I have looked everywhere, even checking grocery stores when we travel. lol. I would love to know where he purchases the kiwi passion fruit and who makes it. Would love it if you would respond with this info. Or I guess we will have to ask him again this Nov. Thanks

Stayed: November 2013, travelled as a couple
Thank Patti0925
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonKeyWest, Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 28 April 2014

Dear Guest:

Thank you for the positive review. We are glad to hear your enjoyed your stay. Please email me at Lourdes.torbisco@westinkeywestresort.com and I will try to find out where you can purchase the juice for Jimmy's 'Green thing." Thanks again for the good review and we look forward to welcoming you back in November!

Warm regards,

Lourdes Torbisco
Marketing Director

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 22 April 2014

The hotel is in an excellent location. It’s right next to Mallory Square and the sunset celebration. A quick two minute walk gets you to Duval St with night time entertainment and restaurants. The hotel is well appointed with a very comfortable bed, a refrigerator, and a large flat screen TV. They also provide free wifi, robes, and slippers. The rooms are fairly large and up to date. There is a semi-small resort style pool with plenty of lounge chairs plus they provide towels as you enter the area.
On the negative side, the hotel is expensive even by Key West standards. They also charge a $25 per day resort fee and $20 per day fee to park your car.

In short it’s a nice hotel in an excellent location but it’s not cheap.

  • Stayed: April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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1  Thank drdm01
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonKeyWest, Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 24 April 2014

Dear Guest:

Thank you for taking the time to write this review. We are glad to hear you enjoyed your stay and look forward to welcoming you back soon!

Warm regards,

Lourdes Torbisco
Marketing Director

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 21 April 2014

We have stayed at the boutique hotels, the quaint cottages, and even brought our 45 foot motor coach to Key West…but this time around we decided to stay at The Westin…and yes we are glad we did…best hotel/lodging experience we have had in Key West and we are regulars. We will be staying at the Westin from now on until we retire here and buy a cottage by the sea (LOL)

The rooms are spacious, clean, and up to date. The amenities and the staff are spectacular. Great pool, friendly staff at the pool side bar, and a sun deck of the main building for viewing the gulf of mexico and to watch the "runners" as they make their mad dash back to the cruise ships. Many have complained on here about the cruise ships being parked in the port…we thought this was neat and very much enjoyed it as they are gone by sunset and not there overnight.

The location is perfect right at the center of everything Key West!!! You pay more but you get more and if you are accustomed to the finer things and like a higher end hotel then you will be quite satisfied with your stay at the Westin in Key West! Oh and the beds are uber comfortable!!!!

Room Tip: Pool Side rooms on the 1st level are awesome…easy to get to…secure and no elevators or steps.
  • Stayed: April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Thank WillandDonNC
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SheratonKeyWest, Manager at Margaritaville Key West Resort & Marina, responded to this reviewResponded 23 April 2014

Dear Guest:

Thank you for this positive review! We are glad to hear you enjoyed your stay and time in Key West! We look forward to welcoming you back soon!

Warm regards,

Lourdes Torbisco
Marketing Director

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