Opal Spa - Reefhouse Resort & Marina — Attraction in Key Largo

This is the 3rd Opal resort we have been to. We have always loved the gorgeous interior design, immaculate landscape, and attention to detail. These aspects remained very consistent. It is a very beautiful resort. However, in comparison, this one was not even a close third. The service and experience were overall worse.

At the on-site restaurants, first at Gus there was not a host to be found on our arrival at 2 pm. The waitress was not familiar with the menu, and was hesitant to apply the 10% discount code we were given at the front desk. The food was not that good. We went to Breezi's on our 2nd night at 8 pm (they were not busy) and we had to get our own high chair for our toddler. After waiting 10 min without them having yet to take our drink order, we left to go somewhere else. At least half of the staff members we encountered did not greet with smiles or in a pleasure to help manner.

As for the poolside drinks included in the amenity fee, for the three evenings we stayed the "cherry limedade" we paid for in the $40 fee, was empty with only ice left. However, the water was always nearly full. When reviewing the remaining amenities (parking, gym, internet), those typically are included in most hotels, and therefore would be expected to come as a basic minimum for a resort. The one amenity that took us back the most, the only one listed represent a significant expense for the resort, are the nespresso pods-- which are a very nice touch. But while we were there, they switched all of these out indefinitely over to Keurigs and replaced with the chepest brand of K cup on the market. As for the other amenities, these included an umbrella that may be used one-thousand times, the one time 2 bottled waters provided on arrival, and the thoughtful and appreciated small bottle of champagne and unlimited pool towels.

After checking out, I reviewed my resort checkout invoice and there were 2 charges that were not ours included. The last name was Letchford not even remotely close to my last name (I would upload pictures of the receipts that she showed me but I want to maintain the other persons privacy), and the room number that was fully legible was not even our room number. Yet, she tried to argue with me that it was my purchase and my name and was resistant to removing the charges. In the end, I did get the charges removed (but not without wasting 20min of my time while she trudged through receipts and...

The view from the rooms was nice and the staff was friendly. This resort could do a few things better, the rooms need some TLC and updates, the floors were grimy. We were told the dog would have a bed and bowls they were never provided, but they made sure to charge us for having him at the tune of 100$a night. They told us at check in we had a 50$dinning credit each day so we went to use it for breakfast daily at the restaurant and ordered food to take back to our room as you can't have the dog inside the resturant only to be charged for the meals at checkout because we did not dine in-person, we would never have ordered from the resturant if not for being told we had a credit. The property is nice, but they had children running around the pool using the water feature to spray water at folks in the spa this behavior continued even after the security guard asked them to stop as a result we did not get much use of of the resort fees we paid for due to the behaviors of other guests. whose noise was loud even on the patio, so it...

Guest services were fantastic, but stay away from room 141. Booked our corner balcony room months ago. Our room was on the first floor just above the outdoor freezers and loading dock. Would have preferred a less expensive non-balcony room than the early morning wake up call from all the noise from loading trucks etc, EVERY morning we were here. Plus side, we got up early and we’re able to go to the pool before the crowds. Due to the holiday weekend we could not...