Hilton Garden Inn Key West / The Keys Collection — Hotel in Key West

I check in my first day and changed clothes and immediately went to the swimming pool. Found out that you have a $15 credit each day to use at the pool for either food or alcoholic beverages. But when I booked the room it was advertised that you got two free alcoholic beverages a day. So that had changed from the time I reserved the room until I checked in 2 weeks later. And they added the alcoholic beverage to my room and told me it would be adjusted off later. So I kept me a little notepad of what I used at the pool and expected to be reimbursed on. The next morning I woke up and I saw two black dots on the white sheets in the bed that I was sleeping on and then one of the black dots moved the first thing that came to mind were fleas. I jumped up look at my body did not see any bites from fleas or bed bugs or anything else but I happened to have a sticky note pad with me so I started to use my sticky note pad to put the adhesive side down on the bed to pick up anything that I know did not get in the bed when I got in the bed. My hair is completely White so all the dark hair belong to someone else or possibly an animal. I called the front desk and they said they would send management immediately but after 30 minutes nobody arrived so I packed all of my belongings put them in the bathroom and kept my important things in the safe. I went to the front desk those two young ladies said that I had not talked to them so I don't know where the main call center was so I had to start my story all over again they said no worries you can get a new room and a complimentary buffet breakfast. Their breakfast buffet is $16.95 everyday per person. So I ate a little breakfast and then you got a trolley ticket from the concierge if you want to go downtown towards Duval Street and the main streets of for the attractions. The front desk lady asked if I had a car where I could put my things in for the day while they cleaned my room I explained to her I just got the trolley Ticket to Ride the trolley because I did not rent a car. She said my room would be ready when I got back. When I got back to my room that night I had to explain the story all over again because there was a whole new set of staff and my key would not work for my room where my belongings were kept, so I explained the whole story again I was able to go into the room get my belongings go to a new room and then I had to take back the key to the first room. The refrigerator was missing one of its peg legs so it rocked the rest of the time I was there I didn't complain about that the first refrigerator did smell a fish someone must have left their dinner in the refrigerator and it was a very strong fish smell in the refrigerator. So for two more nights I went to the bar and did not get alcoholic beverages but I got dinner, which one was about $14 for a pizza and I think $13 for street tacos so now I was up to three room charges and they actually charged me the complimentary breakfast to my room for $16.95 even though it was supposed to be free. My second room was cleaner than the first so I was relatively satisfied, just perturbed after being out in the sun all day that I had to move to a new room and unpack all over again. I did pull the covers back on both beds and make sure they were perfectly clean. The first night in my second room I was standing in my bathing suit unpacking my suitcase with my do not disturb sign up when a man who did not work there walked into my room he startled me very badly I was covered up but the fact that his key worked for my room was very unsettling. If it had been staff, I went to the front desk and they made me a new set of keys again, but it made me uneasy for the rest of my visit. If I ever go back to Key West I will spend the extra couple hundred dollars to stay in a hotel or Airbnb downtown in Old Town well you're much closer to everything else. Overall the experience was okay and I love Key West I would just be more choosy...

So I will just give you a quick rundown of everything that happened during my stay here that gives it a one star rating. So on day one, I was while waiting on my connecting flight, I called the hotel and asked if they had any rooms available for early check in. The lady told me it was too early to be able to tell and to call back when I had landed in Key West and she would be able to give me a better idea. Once I landed in Key West, while I was waiting on my family to join, I called and I spoke with a different lady who said that they did have something available for me to check in. We get to the hotel, I try to check in and they say that they don’t have any rooms available so I don’t know if there was confusion I booked two queen beds they had single king beds available. We went to eat and they were able to get a room about three hours after we had already been there. It was prior to 4 o’clock check in however if you tell me that you have a room for me when I called I don’t see where the room goes or what happened that it became unavailable. The next day which was a Friday three rooms down from ours a baseball team checks in. So we were a corner room and then the next three rooms on our floor were team rooms. The parents were just as loud as the children, if not louder. They were yelling from the balcony down to the parking garage the kids were running up and down knocking on doors I tried to call the front desk about three times that day nobody answered the front desk. Being as we’re on vacation we wanted to do everything we could. I didn’t have time in that moment to go to the front desk. That Saturday we went to a pool party we came back our hotel door was wide open. Our room had been clean without request but what really bothered me about this was there on the website if you do not request a room to be clean housekeeping should not be going in your room and we had the no thank you sticker on the door as an extra precaution. So why there was anybody in our room I did not understand. Furthermore, they made our beds up with the same sheets that were already on my bed. They didn’t restock the toilet paper, our towels or our waters that we were supposed to get. So after this point I just called to the front desk again nobody answered me. I text the number that they text you from asking you how your stay is going, I called that number and it was a day later that Carla responded. At this point, I’m upset because our door was left open; we had cash in our room, electronics and unfortunately we are in an age that trafficking is running rampant. At this point I go to the front desk to speak to somebody there’s no manager they said he was at the sister property which is a Fairfield hotel which is owned by Marriott which leads me to believe that these are not true Hilton or Marriott properties but franchises. I am not against franchises but if you carry the Hilton name I expect Hilton service. The staff was stretched between both properties which leads me to believe that they are understaffing both properties which perfectly describes why the hallways are disgusting; guests leave trash on them it takes days to get it picked up. My family’s room while she’s in the restroom had a roach approach her it is not what I expect from Hilton at all. Now, I will say that the Restaurant staff was excellent they had great personalities! The food was good the bar drinks were good I got a ribeye from there it was excellent. However, the restaurant when you were in Key West is a very small part of your stay because there’s so much to go eat, do and see. If anything, I will do a day trip from Miami next time because other people that stayed in the area said that their stays were not much better. My cousin was reading the reviews after we had booked and they said that the front desk was not very responsive and the management was not the greatest either. Unfortunately, at that point rooms were $500/night everywhere and so...

Stay away from the hotel. If you have to stay here because you have no other choice, do not stay in the North tower. I travel frequently and have enjoyed stays at multiple Hilton hotels. This hotel is not up to any Hilton standards. If there was a way to give negative stars this place deserves that. On the first day of check in the young lady at the desk was not friendly at all. I noticed later that other guests received bottle water upon check in and we did not. I only noticed since I had to come back to the desk multiple times for many issues. We checked into rooms 358 and 359. In one room there was a strong smell of bleach as soon as we opened the door. I figured they had just cleaned the room. After a few minutes I took my shoes off and noticed my socks were soaking wet. I thought I had stepped into a small wet spot but after walking around the entire room it was clear that the entire carpet was wet as if someone had steam cleaned it but did not allow to dry. I was going to try to deal with it so as to not ruin our stay but then my sister called from the adjoining room to say that there was shattered glass on the floor and her daughter cut her leg. When we looked there were shards of glass all over the middle of the floor and a red questionable stain. My sister tried multiple times to get to the front desk via phone and was unsuccessful. We were getting ready to go eat dinner as it was already 8:30. I went to the desk, told the young lady who checked us in about the issues and she said a maintenance person would come. The maintenance guy showed up with a broom. We told him he needs a vacuum since its glass on carpet. He returned a few minutes later with a vacuum that would not turn on or work. It is now 9:00 PM and we have 2 small children that need to eat. He said he would come back. We waited about 15 minutes and he did not come back so we left. When we returned the glass was still present and the carpet was still wet. I went down to the front desk again and spoke with another young lady who was very lovely and said that she would tell her manager in the morning about the issues. Fast forward to the morning, August 1st and I talk again with front desk staff who have no idea what I am talking about. They tell us that we can switch rooms but the rooms will not be ready until after 11 am. So we decide to go in the pool for a few hours. At 2 pm we check again with the desk and rooms are still not ready. We are told someone will send us a text message. We go exploring since we are on vacay. We also had plans for a sunset cruise and dinner. I get a text at 8:30 PM that our rooms are finally ready, however we are already out to dinner since we made plans previously. Get back to hotel at around 10:30 and front desk manager tells us our rooms have been given away because it is past 7pm and housekeeping staff is gone. I tell him we did not receive any notifications until 8:30. After much back and forth he agrees to comp us the rooms for the night since we have to spend another night in a room with glass/carpet stains and another room with wet carpet. I ask for towels in addition to fixing the issues since we did not expect to be in the same rooms. He agrees. The gentleman they send up gives us towels and says goodnight. I call the front desk and the young lady that answers has no idea what I am talking about since its shift change and the man I was speaking with 20 minutes prior is now gone. I explain to yet another employee the issues. The same guy that bought the towels finally vacuums the room with glass but nothing is done about wet carpet. At this point we are exhausted and frustrated and go to bed. We talk in the morning with yet another employee and finally a loud industrial fan is sent to the room. We were still charged resort fees on the rights the rooms were comped and room fees for the other nights we stayed in unacceptable rooms. In addition the hotel grounds are dirty. Hangers are...