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“Profit over Service”

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Santa Maria Suites Hotel
Ranked #5 of 51 Hotels in Key West
Certificate of Excellence
Baltimore, Maryland
1 review
common_n_hotel_reviews_1bd8 12 helpful votes
“Profit over Service”
Reviewed 17 February 2014

We are frequent travelers to Key West as we have family there. We are from the North East and where looking forward to getting away in February, so we where going to try the Santa Maria Suites, as we are familiar with many of the hotels in Key West. Unfortunately our flight got cancelled due to the snow blizzard from and we where forced to cancel our hotel reservations, which was not a problem at the hotel we where staying at in Miami that same week. The Miami hotel asked for our flight information to verify it was cancelled, which make senses so they are not subject to people changing their minds at the last minute and causing the hotel to lose money. The Santa Maria Suites felt acts of weather have no affect on our $600 deposit and decided to keep it all. Now of course we travel a lot and very rarely have to deal with totally cancelled flights due to snowstorms.

I have certainly stayed at places that disappointed me with their lack of service, cleanliness, or putting profit before customer service. But this is a new one on me, to have such a clearly negative impact and impression without even staying at the property. My advice is to steer clear of places that you know put money and short-term gain above the customers they serve.

Room Tip: My advice is to steer clear of places that you know put money and short-term gain above the customer...
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  • Stayed February 2014, travelled as a couple
    • Value
Helpful?
12 Thank corey c
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 14 April 2014
Dear Santa Maria Suites Guest,
Thank you for your comments and I apologize for your troubles with your weather. I'm originally from Buffalo N.Y. so I know how bad weather can get and the troubles with travel.

I tried to reach out to you with a message via Trip Advisor but did not hear back from you.

Please give me a call at 305-296-5678 to discuss further. I always recommend travel insurance during the Winter months and Hurricane season as it helps with nonrefundable deposits and travel changes.

I would like to see if I can help resolve your issue.

Sincerely,
Steve Mungall
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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  • Location
  • Sleep Quality
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  • Service
  • Value
  • Cleanliness
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VIRGINIA
Level Contributor
40 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
Reviewed 17 February 2014

First the negative - I'm not a fan of resort fees when there are no extra resort amenities - golf course, tennis, spa, etc. The resort fee bought no extras. Let's be honest with your guests - if the fee is mandatory, then it should part of the room rate, not an extra source of a few bucks per person per night. That said, this hotel, while pricey - and they all are in January, is beautiful, well managed and well maintained. It is very close to the southernmost point, a short walk to the closest Conch Train stop, and a longer walk to the old town area of Key West. We didn't have to drive anywhere. Their two bedroom suites made it easy for families to spread out, and come and go on different schedules. Make note - no elevators, so if the luggage in going to the bedroom, that means means the third floor of the two bedroom suite. The staff is available to assist with your luggage if you're of a certain age or need the help. The staff was very courteous and helpful. We enjoyed our stay. The only negative was the resort fee.

Room Tip: Book early
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  • Stayed January 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank L D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your comments and really appreciate your business. We are glad you had a nice stay and hope you return….soon!

I was surprised to find out myself but Key West is the highest rated destination in the continental US...especially in January as this is the highest demand period of the year.

Most Key West resorts charge a higher resort fee than we do and an additional parking fee too. Our Resort fee is one of the lowest on the island and we provide a lot of amenities which other resorts do not at no charge.

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed 14 February 2014 via mobile

Getting ready to check out and want to say nothing bad about this lodging. Everything was 1st class from the time of checking in. The room and service was over the top perfect. Any Key West visits from now on will start here. Thank you to all the staff. Awesome job!!

Stayed February 2014
Helpful?
2 Thank Ctsdinc
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your kind words and positive comments ...we really appreciate your business. We are glad you had a nice stay and hope you return….soon!

Thank you very much for the 5 Star rating!

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level Contributor
71 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed 12 February 2014 via mobile

The suites are spacious as well as beautiful. Nice little patio area outside our room. Wine and Hummus served by the pool from 4-5:30. Delicious smoothies served all day. The staff were all very friendly and accommodating. There were fresh muffins in our room for breakfast as well as water and even some mini dove bars. We will be back next year!

Stayed February 2014, travelled as a couple
Helpful?
2 Thank bellasimone
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your comments and really appreciate your business. We are glad you had a nice stay and hope you return….soon!

Thank you very much for the 5 Star rating! We are glad you enjoyed all of the amenities....Hummus and wine are on the top of the list for most guests at the Santa Maria Suites.

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Anchorage
1 review
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 7 February 2014

Spent a wonderful, relaxing stay Tuesday, Feb. 4. Jody was very accommodating in insuring our stay was 5 star. While lounging by the pool our pool hostess Jacquelyn prepared tasty smoothies that our grandson loved and her service was excellent. Next time I visit Key West the Santa Maria Suites is where our family wii be staying.

  • Stayed February 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Senner
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your comments and really appreciate your business. We are glad you had a nice stay and hope you return….soon!

Thank you very much for the 5 Star rating! Thank you for the kind words for Jacquelyn! She is new at Santa Maria Suites and a good addition to the team!

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Grand Isle, Louisiana
Level Contributor
20 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 6 February 2014 via mobile

We stayed two nights at this beautiful property. Jacqueline who managed the pool and bar made our trip. She was so attentive and a pleasure to talk to. She helped us with great things to do in Key West. We will definitely be back to study again. The rooms are great - love having the kitchen and all the extras ( wine, smoothies, hummas, muffins etc...)at the pool and in the suite. A beautiful property and great service.

Stayed February 2014, travelled with friends
Helpful?
1 Thank Kristen W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your comments and really appreciate your business. We are glad you had a nice stay and hope you return….soon!

Thank you very much for the 5 Star rating! Jacqueline is new at Santa Maria Suites and a good addition to the team! Thank you for the kind words!

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Fort Lauderdale, Florida
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 6 February 2014

Stayed with my family in one of the suites. Everything was Fantastic. Rooms were clean, amazing, and spacious. The service was spectacular. Close to the beach and duval street. Looking forward to when I can come next.

  • Stayed February 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Saipansam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SantaMariaGM, General Manager at Santa Maria Suites Hotel, responded to this review, 18 February 2014
Dear Santa Maria Suites Guest,

Thank you for your comments and really appreciate your business. We are glad you had a nice stay and hope you return….soon!

Thank you very much for the 5 Star rating!

The Santa Maria staff and I look forward to your next visit to Key West.

Sincerely,
Steve Mungall
General Manager
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 Santa Maria Suites Hotel

Property: Santa Maria Suites Hotel
Address: 1401 Simonton St, Key West, FL 33040
Phone Number:
Region: United States > Florida > Florida Keys > Key West
Amenities:
Free High Speed Internet ( WiFi ) Free Parking Kitchenette Restaurant Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Top resorts Hotel in Key West
#2 Luxury Hotel in Key West
Price Range (Based on Average Rates): ££££
Hotel Class:4 star — Santa Maria Suites Hotel 4*
Number of rooms: 35
Official Description (provided by the hotel):
Experience the eclectic and sophisticated charm of Key West with out the hustle & bustle of a large hotel at the Santa Maria Suites Resort. Barely a block from Duval Street and the Atlantic Ocean, the Santa Maria is an elegantly refined all suites hotel designed for the discriminating traveler. ... more   less 
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Also Known As:
Santa Maria Hotel Key West
Santa Maria Resort
Santa Maria Suites Hotel Key West, Florida

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