Hyatt Vacation Club at Windward Pointe — Hotel in Key West

I booked this resort using Travelocity as the price was unbeatable on ANY other platform incl direct. We booked this as a senior trip for our daughter & a group of friends. 3 adults/six 17 year olds/2 reservations. My friend had some trouble booking the same days as us so she called Travelocity: More on this below. LOCATION: This resort is literally behind the airport & it was really cool to see the planes take off & land. There are very few flights per day & from inside the condo you can barely hear anything. You can literally walk here from the airport however it is not central to any of the typical Key West tourist areas. There is no beach access at this property & you will need to rent a car if you dont drive here. You can walk to the Robert The Doll Haunted Experience (one block away). You can walk about 2 miles for beach access (Smathers). The seaweed is VERY BAD right now (june 14-20, 2025). CHECKING IN: We arrived on a Sat & our friends reservation started Sun. She attempted to book the same arrival mult times and even sat on hold with travelocity as the reservation would show available until time for payment & then it would disappear. With assistance, travelocity booked her a close hotel for Sat night and then gave her a Sun checkin. We tried again at checkin Sat evening to get her in the same hotel and the gentleman at the front desk said he had nothing available but would make note of what building we were in & that we were traveling together on seperate reservations. We were excited to see both condos on either side of us to be vacated Sun morning! We let our friends store their luggage in our room while awaiting their room & ran to get groceries for the week that we planned to share. When we returned, our friends condo was ready, 4 buildings away from us! We figured this was a mistake so we headed to the front desk to discuss. We were immediately met with resistance from the "manager" who walked out saying, "I've been working on this since 6am. There's nothing I can do". She immediately had an unpleasant demeanor. She stated there had been a computer update with Hyatt and each building is assigned an arrival day. She stated our building (4) was a Sat arrival and building (8) for a Sun arrival. We told her the condos on either side of us had checked out & the maids were already cleaning them. She stated she couldn't move any reservations & had been on hold with IT because of the new system. I asked if they had any manual way to checkin clients. She offered very little in the way of accommodating us continually stating she couldn't move rooms/reservations around. It was ONLY after I suggested we call Hyatt directly that she offered a $200 food/beverage credit at the pool. I told her I would be mentioning this as part of my review & she then offered to MOVE US after repeatedly stating she couldnt move anyone. She wanted us to move from building 4 to building 7. This move made no sense & I felt bad for having the maids have to clean a condo we had used for 24 hours only to be moved to use another one. The entire stay, June 14-20th, no one ever checked into the condos on either side of us & it was difficult to share food/meals for a week being 4 buildings apart. AMENITIES: each condo is appointed with a list of items down to the silverware count! Our oven never reached above Preheat & I didnt find pot holders until the last day. Each condo has a telescope and bldg 8 has a direct view of the ocean from the balcony & the landing strip from the front door. The hot tub wasn't working most of our trip. The pool chairs fill up quickly so if you plan a pool day, arrive early to secure a chair. There is an area to grill food near the pool & you need a keycard to ENTER & EXIT the pool area. On our last day, a woman fell playing beach volleyball and my husband, a doctor, ran over to assess her when she didnt get up & sent someone to call 911 for her dislocated knee. We provided her shade & water until the ambulance arrived. The sweet bartender brought my husband a drink on the house for helping the other guest. I'm not sure I would...

I booked this resort using Travelocity as the price was unbeatable on ANY other platform incl direct. We booked this as a senior trip for our daughter & a group of friends. 3 adults/six 17 year olds/2 reservations. My friend had some trouble booking the same days as us so she called Travelocity: More on this below. LOCATION: This resort is literally behind the airport & it was really cool to see the planes take off & land. There are very few flights per day & from inside the condo you can barely hear anything. You can literally walk here from the airport however it is not central to any of the typical Key West tourist areas. There is no beach access at this property & you will need to rent a car if you dont drive here. You can walk to the Robert The Doll Haunted Experience (one block away). You can walk about 2 miles for beach access (Smathers). The seaweed is VERY BAD right now (june 14-20, 2025). CHECKING IN: We arrived on a Sat & our friends reservation started Sun. She attempted to book the same arrival mult times and even sat on hold with travelocity as the reservation would show available until time for payment & then it would disappear. With assistance, travelocity booked her a close hotel for Sat night and then gave her a Sun checkin. We tried again at checkin Sat evening to get her in the same hotel and the gentleman at the front desk said he had nothing available but would make note of what building we were in & that we were traveling together on seperate reservations. We were excited to see both condos on either side of us to be vacated Sun morning! We let our friends store their luggage in our room while awaiting their room & ran to get groceries for the week that we planned to share. When we returned, our friends condo was ready, 4 buildings away from us! We figured this was a mistake so we headed to the front desk to discuss. We were immediately met with resistance from the "manager" who walked out saying, "I've been working on this since 6am. There's nothing I can do". She immediately had an unpleasant demeanor. She stated there had been a computer update with Hyatt and each building is assigned an arrival day. She stated our building (4) was a Sat arrival and building (8) for a Sun arrival. We told her the condos on either side of us had checked out & the maids were already cleaning them. She stated she couldn't move any reservations & had been on hold with IT because of the new system. I asked if they had any manual way to checkin clients. She offered very little in the way of accommodating us continually stating she couldn't move rooms/reservations around. It was ONLY after I suggested we call Hyatt directly that she offered a $200 food/beverage credit at the pool. I told her I would be mentioning this as part of my review & she then offered to MOVE US after repeatedly stating she couldnt move anyone. She wanted us to move from building 4 to building 7. This move made no sense & I felt bad for having the maids have to clean a condo we had used for 24 hours only to be moved to use another one. The entire stay, June 14-20th, no one ever checked into the condos on either side of us & it was difficult to share food/meals for a week being 4 buildings apart. AMENITIES: each condo is appointed with a list of items down to the silverware count! Our oven never reached above Preheat & I didnt find pot holders until the last day. Each condo has a telescope and bldg 8 has a direct view of the ocean from the balcony & the landing strip from the front door. The hot tub wasn't working most of our trip. The pool chairs fill up quickly so if you plan a pool day, arrive early to secure a chair. There is an area to grill food near the pool & you need a keycard to ENTER & EXIT the pool area. On our last day, a woman fell playing beach volleyball and my husband, a doctor, ran over to assess her when she didnt get up & sent someone to call 911 for her dislocated knee. We provided her shade & water until the ambulance arrived. The sweet bartender brought my husband a drink on the house for helping the...

During our stay at your Hyatt hotel, we encountered numerous issues that made our visit extremely disappointing. Prior to arrival, the hotel called to ask about our ETA, leading us to believe our room would be ready. We arrived around 2 p.m., only to be told it was not. While walking the grounds, we noticed many rooms with no staff working on them, which made us suspect early check-in simply wasn’t being offered. We ended up waiting until nearly 4 p.m. to check in—into a room that had not been serviced or cleaned.

The noise level throughout our stay was unacceptable. Loud parties took place in both the lanai and pool areas, with several intoxicated families yelling, screaming, and disturbing other guests—some right outside the office. Despite multiple complaints from guests, staff took no action. Cigarette and cigar smoke from nearby lanais drifted into ours at all hours, making it impossible to enjoy the space.

The condition of the unit itself was also concerning. The rooms appeared outdated and were infested with ants in both the kitchen and bedroom. The lanai furniture was falling apart, with worn, stained cushions. The dishwasher’s bottom rack was missing wheels and heavily rusted, creating an unsanitary environment. The refrigerator freezer had a hole, and both showerheads were corroded with rust and in need of replacement. The lack of a fitness room, which had been advertised, was another disappointment.

The location behind the hotel also added to the discomfort. The removal of trees has left the back of the property fully exposed to the airport, resulting in constant noise, visible aircraft, and strong fuel odors. Contrary to other reviews mentioning only 3–4 flights a day, we experienced more than 7–8 takeoffs daily, with fumes and noise making it unpleasant to be outside.

At the Monday meet-and-greet, the manager spent the entire time speaking to a single couple and left without engaging with other guests. As someone who is vegan and gluten-free, there were no food options I could enjoy—something simple like fresh fruit would have been appreciated. I had hoped to discuss our concerns with the manager, but the opportunity never came.

When I shared these issues with the front desk, my concerns were dismissed with the comment that I should have complained earlier. No manager was contacted, and it was clear the staff were indifferent and unwilling to address the problems.

Overall, the property is in urgent need of updates, better amenities, and stronger management oversight to ensure a comfortable and enjoyable...