Reefhouse Resort & Marina — Hotel in Key Largo

First off I would like to state my husband and I have stayed in other Marriott hotels and have never had an issue amongst many other hotels as we travel frequently.

My family and I just spent the weekend of May 8-10th for Mother’s Day at the Key Largo Bay Resort-Room 309. I just wanted to bring a few things to your attention.

The pool was very dirty which is concerning to myself and my family with the pandemic we continue to face. We decided not to get in the pool to prevent an infection. It was evident that nobody had cleaned the pool and social distancing was not being practiced or enforced by any of the staff present in the any food and beverage area.

On our last night at the hotel at 4:11AM, somebody knocked on our door. When my husband opened the door it was the police. The police said “sorry sir go back to bed”. They were looking for a different room. This was very disturbing because we came to this hotel to relax. We were unable to go back to sleep after the disturbance.

Unfortunately, the experience we had was way below our expectations for a Marriott hotel. The food was very overpriced. We did eat twice at Gus Grille and we ordered room service once. The room service guacamole was extremely sour, it had to be thrown away and took very long to get to our room. The sever that brought it was apologizing repeatedly. Gus Grille was eaten the first night we got there we paid $42 each for a steak that we would’ve been better off had we eaten a frozen food container cooked in a microwave...The second time we ate at Gus Grille was breakfast on Sunday morning our seating hostess had her mask down under her chin asking us where we’d like to sit... although the food was actually decent for breakfast the service was very poor as our waitress lacked seemed very apathetic as to what we wanted and gave off a just there to “do her job” attitude. Thankfully, Sunday night we ate outside of the hotel and had a very pleasant experience. We will not be returning to this location and will not recommend this hotel to anybody... We are saddened to say that this belongs to the Marriott brand. Lack of enforcement and lack of manager presence. To say this hotel is a 2.5 star hotel is a far cry. This hotel claimed to be a 3.5 star and our experience was very far from it. To pay $1000 plus about $400=$1400 total in food and parking in this hotel for 2 nights is absolutely absurd and we expected a lot more from Marriott. I hope you can find a resolution to this as we were extremely unhappy and were actually eager to check out early as our check out time was 11 and we were glad to be on the road by 10am.

Look forward to hearing...

Upon our arrival we were welcomed by a friendly front desk personal. The location was amazing; beautiful environment. The hotel itself has a variety of water sports activities, paddle boarding, kayaking, and we also observed that there’s a boat that does tours and takes groups in the ocean to snorkel. (Book in advance) .

The Restaurant (Gus’s grill ) was amazing!!! You can see the sunset from the inside seating. We made a reservation for dinner, but during the time of our visit, it wasn’t that busy. Andrew (Host) greeted me by my name. He was very polite, friendly and just a kind person. Our server, Nicole was great as well. She was very attentive and polite. From the menu we tried: -Ahi Tuna Poke to appetizer was fantastic!! -My wife had the Mediterranean Pasta w/ shrimp and it was amazing. -I had the NY strip and it was cooked perfectly with garlic mashed potatoes and asparagus! Delicious.

The pool area is a few steps from the ocean. The pool was nice and ocean water was nice. You can either order food from the bar or from the staff that walks around to your chair. I gave 1 less star because here there was a gentleman that was really dismissive and inattentive with my wife and I. We asked a man by the named of Miguel for the menu if he had a menu and he responded by checking his pockets and tapping himself with a condescending actions, knowing that the chunky menu wasn’t on him. Just imagine the menu was approx measured 12x8 why would you check your pocket?! He said he would be back and he never returned, not one time. So my wife ended up ordering at the bar. Next day, my wife wanted a cocktail and we tried to get MIGUEL’s attention. He gave us a hand gesture that he will be back, and once again, he never returned!!! We noticed that he was attending to big parties only and it was just me and my wife at the time. This experience was frustrating and sad.

But, overall it was a great experience and we will be back. Place is excellent and most people were very kind and personable!!...

We booked through Expedia (huge mistake). We are in the worst room in the resort I think, and totally overpaid for it. There is no elevator to this level(or I haven’t found it), you have to carry your luggage upstairs. I will start off with a positive about the room and say that it seems really clean. The negatives far outweigh the positives - The entry door needs brute force to open it, the layout of the ‘suite’ is odd and the blinds on the sliding door don’t work very well. The bathroom is in serious need of updating as is the rest of the room, the carpet (it seems clean) feels 🤷🏼‍♀️. The main bedroom only has one side table lamp although there is a side table on each side of the bed. There is a bed in the middle of the living room and it has a lamp on each side table. There is a weird room off to the side that may be a bedroom but doesn’t have a bed in it? There is a small kitchen in the unit which is helpful if you want to prepare your meals. The room/suite is a huge disappointment. You can hear the traffic and it doesn’t feel restful at all. The resort though is stunning! Everything is pristine and well laid out. The service we’ve received is good. The receptionist was helpful and welcoming. There is complimentary water in the room. We had drinks at the pool bar and the bartender was so friendly and welcoming, excellent service. We ate at Gus and the food and service was excellent there too, Melvin, Peaches and the man that brought us bread were wonderful. I like the resort but hate the room. We won’t make this mistake again - always check the prices on the hotels website, don’t believe Expedia is giving you a better deal, and request a room away from the busy road, unless you love the sound of traffic. This is not a quiet room - I would imagine the ocean facing rooms are better. I’m not sure we would come back to Reefhouse given the run down appearance of our room/suite, I’m not sure I could recommend it to my friends either. Pity, because the...