Galleon Resort — Hotel in Key West

Beautiful venue and two nice staff members (one at the vehicular entrance area and one in sales). While there are many nice things to say about the location and the beauty of the resort, what I experienced at this resort will forever leave a bitter taste in my mouth. With that said, I would NOT recommend this resort to anyone with an ounce of melanin in their skin or to anyone who cares about equality. I was asked multiple times a day by the staff if I was staying at the resort. The first time I thought "Okay that was weird" but just brushed it off. After the second time of being asked in an accusatory manner if I was staying at the resort, I knew something was up. At this point, it became clear to me that other guests were not being harassed like I was. I took note each time that I walked in and out of the resort and saw that others weren't being asked to show proof that they were staying at the resort to enter. I'm all for safety and security but there are better ways to keep track of who is staying at the resort. Perhaps the Galleon can provide and require that guests wear bands that say "YES I'M STAYING HERE" to prevent the next black guest from feeling unwelcomed like I did. The third time I was asked if I was staying at the resort literally shook me to my core. Never before have I felt so racially profiled and targeted. In my 23 years, my blood has never boiled like it did on 6/18/2020. On this day I decided to hang out by the pool without the rest of my party who is white. I grabbed a lounger chair and was just starting to relax when this woman frantically approached me and loudly said "Are you staying here? What is your room number?" I was so taken aback and had no idea who she was or that she worked there. I said "Who are you and why are you asking me this?" She then said in a very rude way that she works here and needs to make sure that I'm staying at the resort because they have non-guests that try to come in all the time and use their facilities. At this point, all the other guests at the pool are looking our way. I'm feeling not only singled out but mortified that this woman caused a scene for no reason other than that I didn't "look" like the other guests. I told her my room number and she backed off but again said "I had to check because I thought you might not have been staying here." I was so upset and wanted to just cry. I started to pack my stuff up to leave but stayed for 5 minutes and saw two other groups enter the pool area without being spoken to at all. Seeing this made my heart rate rise so high that I had to leave and didn't even go into the pool at all. As I write this, I'm preparing to check out tomorrow and am upset that I let that woman have such a negative impact on my experience. Because of her, I didn't feel comfortable going back to the pool or really even enjoying myself for the remainder of my time here. It's a shame that this occurred, I'm sure it wasn't the first time and I truly hope that the Galleon Resort does something to change this type of behavior so that it will be the last time something like this occurs. No guest should ever have to go through what I went through. No guest should ever be made to feel like they don't belong. I did get ahold of the manager who was very apologetic which I appreciate but I don't think saying sorry is enough. Make a change....

While staying at the Galleon we encountered uninvited guests (a giant palm rat and cockroaches). We brought it to the attention of the front desk, maintenance brought in a big trap which caught the rodent, but it definitely had a negative affect on our group. The next day I discussed the situation with management, right off the bat he asked if we opened the french doors because that's how they come in. We're on vacation overlooking the marina with great weather, of course we opened the doors. We didn't see any sign that warned us of rats coming in! Anyway, he said "he would check to see what they could do" . The week went by without response, the last day we saw a couple of cockroaches scoot across the flow. At checkout we talked with management again and explained that it would have been nice to see some type of gesture to keep the customer happy. He took our info and said he would speak with "Tom" and then get back to us to see what the Galleon could do, again. I emailed the facility when we returned, and still no response other than the fact that they will make sure management gets the email. We were BEYOND cordial about the incident and were not looking for a free stay, just some type of gesture to make everyone feel better about spending the money on a facility that was below our expectations. If I were an owner, I would be upset with how they (do not) respond to their guests needs. Overall, the facility was lackluster and they are obviously dependent on their convenient location to keep them afloat - certainly not their customer service. They completely blew it / us off. I wish I would have read more reviews before making the decision to stay here, there are quite a few that discuss the lack of customer service. My advice to anyone taking the time to read this: there are other nicer places to stay that are just as close to downtown, if it cost more, it's still worth the extra to get good...

BEWARE! On January 19th 2019 around midnight police responded to a call at The Galleon in Key West Florida regarding illegal discrimination against a service animal and her owner. As we were was walking our trained and marked service animal, resort staff repeatedly informed us we were unable to walk our service dog across the resort property. When informing them this was an actual service animal (not emotional support), they still insisted it was not allowed on property. When we were forced to walk back across this property later that evening (as it is impossible to not get to our vessel without walking on this resort dock) we were again informed we were not permitted to walk the dog on resort property. We were NOT using their grounds for a bathroom for the service animal and they repeatedly accused us that we didn't have a bag. After informing them that we were simply stationed at the marina docks, and not using their property as a urinal, the security guard became very irate and police were called and a report was filed so as to have records of the incidents about the service dog illegal limitations. After police arrived and they informed management they had to let us pass due to federal law about service animals. The next morning the management staff again harrassed us regarding our service animal. Greg, senior management, asked if we had the dog at every point when walking off property and that because we had left the dog on the boat that someone was obviously not disabled. While becoming confrontational Greg was then approached by an unleashed and untrained dog who proceeded to urinate in front of him. This didn't cease his humiliating behavior towards us and our...