Coconut Mallory Resort And Marina By Kees Vacations — Hotel in Key West

UPDATE: Ended up going back to the front office again to explain the situation a different lady in the office, she was polite. she informed me that I needed to call the manager by the name of Jenny Eppy. Lets just say Jenny Eppy was one of the rudest, nastiest, unprofessional people I have EVER spoken to in my life, she was completely out of hand when speaking with my grandmother she kept cutting her off every time she tried to speak, she said that my grandmother was endangering the safety of her staff by walking around the resort like they had told us to do in the beginning when waiting on our room, mind you she had said in the beginning of the phone call that the room wasn’t ready, towards the end of the phone call that lasted 3 minutes it was magically ready. She said that we were rude and harassing her staff which is why they can’t keep staff, we haven’t been here in years, if Jenny Eppy spoke to an owner of one of the timeshares here I can only imagine as to how she speaks to staff, and that is EXACTLTY the reason as to why she can’t keep staff working here. We went in the office 3 times. First time at 10:00AM to request an early check in second time to see approximately how long it would be till our room was ready then we were told 4:00pm third time I had gone in to RESPECTFULLY speak to the woman in the front office and explain the situation since she wasn’t the woman we had originally spoken too. There was no need for Jenny Eppy to speak to an owner of this establishment with ANY disrespect. She was screaming, cutting my grandmother off when speaking, and was rude, disrespectful, and every other negative thing you can list. Not to mention I had her on speaker while I was waiting outside speaking to her and other guests over heard how she was speaking to me as well. WE WILL BE SPEAKING TO OWNER SERVICES AND WE WILL BE SELLING OUR CONDO THE MOMENT WE GET HOME.

Haven’t even been able to check in yet, arrived at 10am requested an early check in because we arrived to key west after driving all night. They told us they would give us a call shortly when the room was ready for check in. After an hour we walked passed our room and it was completely clean and ready for us, we waited and waited and waited 3 HOURS later we go to the front desk and they tell us we still can’t get our room “because it’s not ready” after I informed them I walked passed our room hours before hand there was then more excuses and supposedly the manager hadn’t cleared the room for check in yet after sitting in our vehicles for 3 HOURS. This is supposedly a family friendly establishment well let me tell you with everything I’ve been putting up with the last few hours I’d say otherwise, my entire family including children have been waiting in our cars after driving 10 hours straight. As a valuable customer for over a decade it’s definitely disappointing to be...

Overall it was a quiet resort and clean. The only main issue I had was that they close the pools and hot tub with grill area at 6 pm every day. So if you want to sight see and come back and grill out dinner or use the hot tub you can’t. The other issue we had was the pool is not heated and is freezing. We braved it a few times but it was too chilly to enjoy the pool for very long. The first day we arrived there was a large group of men playing really loud music and talking really loud by the grill area that went on for hours. I called the front desk but nobody answered to see if they could ask them to turn the music down some. That group never came back so I don’t think they were guests but maybe had driven their boat to the docks and were using the grill area. The grill had no lighters working and only one side of the grill worked so that needs repaired. Not a big deal but just noticed it while grilling. The condo was clean and in working order. The beds were harder but ok. The last night we stayed there one of the employees that would lock up the pool area every evening brought her friends or family over to swim in the hot tub at 11:30-midnight and I was woken up. Since the pool area had security lights I could see who was there. I was curious and looked because it was midnight and I kept hearing a young child 2-3 years old talking with adults right outside our window. So I’m not sure management knows their employee is letting her family in to swim after hours when the pool is closed. The parking is good here. Location is fine if you have a rent car. The room patios have no water views but some have pool views. You can see some water view from upper bedroom window. We had reserved an end unit with water view and when we got there they changed our room we had reserved to no water view. We had delayed our travel day by a day so that the water view room was available and then they switched rooms. They claimed it was due to covid and needing to let the room sit 24 hrs but wouldnt they have known that when we booked our stay that was only a few days prior to our stay. Overall it’s an ok place to stay. The only reason we wouldn’t return is the issues with closing the pool area at 6 and it isn’t heated. Everybody staying there the same time as us complained about the pool being too cold or...

Let's start off with the good stuff. Nice quiet, private location. Close to the the main road, so easy to get around town. Condo suite had a door that closed off the balcony/patio. Had a balcony/patio that wrapped 3/4 around the unit, that you can access from the front, guest, and master bedroom. Living room and kitchen was tiled. Plenty of closest and bedrooms were spacious. Bathrooms and kitchen was gorgeous. Jacuzzi in the master bath. Separate large standing shower area in the master bath also.

Now the stuff that came with all that potential... Upon walking into the unit, there was a mild funk that I guess staff was trying to mask by leaving out lit, scented candles. The funk was from garbage that wasn't taken out. The counter top and stove area has a ghost ant infestation. I'm guessing cleaning wasn't sufficient enough. Food and lotion was also left in the fridge from the previous renters... lotion in the fridge? don't quite get that one. Floors and bathrooms were filthy. Place need a good mopping. Random Christmas knick-knacks shoved into the guest closet. No functioning lock on the guest room's sliding glass door. However, we did have a lovely piece of wood to jam the door shut. Hair everywhere, in the jacuzzi, sink, and shower. Barely any water pressure in the shower. Master closet was partially disassembled, don't know why. handles broken in the master shower 1 roll of toilet paper left for 2 rest rooms (come on man.... really?!)

Actually, on Saturday morning, we had no running water. So couldn't do dishes, do bathroom stuff... and shower. This went on for several hours (noticed no water around 6:30 AM). The office didn't open until after 9 am so they were of no help. Called the after hours number that was publicly posted on a sign outside.... no answer there. I resorted to calling the Corp number for further assistance....they never got back to me. So my family and I just decided to hit beach and hopefully the saltwater would wash away the stench.

I literally, could not get a hold of anyone from the property.

I really hate to be that guy, but I spent a lot of money to stay at that place. The most they could do was take out the effin trash!

This place has a lot of potential. They just need to be better about up-keeping...