Margaritaville Beach House Key West — Hotel in Key West

Background: My sister's 30 year old's birthday celebration. It was a family affair, ages ranging from 30-65. We went with our parents, uncle/aunt, and cousins and spouses. We were debating between an Air Bnb, or a hotel and we were almost going to book a hotel when we came across this gem. This resort is clean, exceptionally staffed and has tons of lounging space.

Location: Doesn't have direct beach access, but the beach is literally right across the street. You just walk over the street (which isn't too busy and you'll be on the steps up to the beach.

Resort: This place is living in the future. The morning of my flight to FL I get a text from the concierge at the hotel, giving me directions on what to do upon landing. They said to text them upon landing and once I get my bags and they will send out the resort bus to pick me up. The airport in Key West is crazy small so expect chaos but the bus picked me up within 10-15 mins, which was amazing and the ride to the resort is all of like 10 mins. During the rest of the stay we got texts informing us of random events going on at the resort, free popsicles and fresh fruit by the pool, etc. This system really takes the stress out of traveling and figuring how to get your vacation started. The bus also takes you into DT Key west, and the have a regular schedule where the shuttle will come pick you up and drop you off. If you miss the last one at 11pm, Ubers are readily available. We were greeted with welcome margaritas at check in, given a run down of the resort and then our rooms. The resort has some rooms inside and some outside, and stairs on all sides along with elevators. This resort has a great restaurant where we ate everyday for breakfast, and even had a lunch party upon arrival. There are tons of spaces to hang out with large groups. There is an area like a large tiki hut, with hanging strings lights, with tables and chairs for people to hang out, there's an area under the bar that has table tennis table, more seating, and is right next to the pool. In general, this resort is great for large groups. The pool is smaller than the pictures show but you can always find a seat. They provide beach towels for you but make sure you return them. Overall, I would 10000% stay here again. We had an amazing time.

Issues: After I checked in and was assigned my room - I noticed that there was construction across the way on one of the balconies. I waited a while (15mins or so) to see if there was a break at all in the noise and there wasn't. So I went downstairs and asked for another room (there was another lady working who isn't as helpful and isn't as welcoming) but I spoke to Scott and he was happy to move me to the to the other side of the hotel with a new room. The construction would have been everyday we were there 9am-5pm. Easy fix, and Scott was happy to help.

There was also an issue with billing at the restaurant the first day we all arrived. We had credits that were issued to us while booking our rooms $75 credit for 4 rooms, we had racked up a $400 charge at lunch with food and drinks for 10 people. We asked them to use up our credits and then charge our rooms with our respective charges and they were happy to do so. Something happened where the system reset and some rooms were charged twice, once we realized that we reached out to Scott who started immediately working on what happened. Eventually at check out we inquired about the charges and what the solution was and if we could speak with Scott (again the lady that isn't really helpful tried to say that the manager wasn't available or she was busy, that the charges are what they are etc) literally asked another person for the manger and she came right out. Mimi! She went through our rooms 1 by 1 and reconciled the issues for us and apologized after realizing that our rooms had in fact been overcharged and they owed us money back. She was kind, diligent and took ownership of the situation. Even with these issues, if i ever go back to Key West, this is where I...

This was sent to the corporate office 6/16/2024. My 34-wedding anniversary was on May 29, so I decided to take my wife to Key West with my sister and her partner and my aunt who just retired and wanted to go to Key West one more time. We booked under the weather is here promo on YOUR website. It was to include beach chairs and a cooler. 2 free drinks on arrival and check in at 4pm. I booked an ocean front suite for 5/27 - 5/31/2024. My sister booked a suit and my aunt booked a suite. Upon arrival, we started off on the wrong foot. Your staff wanted to argue and wanted ME to produce proof that there was in fact the promo we booked under that included the cooler and 2 chairs, very RUDE, and her body language was very RUDE!!!!. I don’t have it on the reservation because it only lists what you booked. So, I guess it’s a bait and switch that your resort tried to pull. Also, I would like to mention that I am a diamond member through Hilton with points and can stay at Hilton for free. However, I chose your resort because of my wife and Aunt. Then after being totally discussed in the way YOUR staff treated us on arrival and we had to wait for our rooms that were to be ready at 4pm, which were not. So now, no room yet, and no cooler and chairs. Then I get to my room and my view is construction, then beach. Don’t you think that should have been a notice to a guest prior to booking a higher rate room for ocean view? If I was aware of that, I would not have chosen that room. Could not enjoy the deck because of dust and noise and construction took place at night as well. My Aunt’s air was not working, we called the front desk and they stated they would send maintenance. 2 phone calls later and 2 hours after the call someone shows up. My sister had the same problem, only difference NO ONE EVER SHOWED UP. The next day my wife bumped into the manager and explained to him the issues. I walked up to the both of them and joined the conversation. He apologized of course and he proceeded to tell me and my wife that they stopped the chairs and coolers because teenagers were stealing them. Why didn’t your front desk staff know that? Might have been easy for them to explain that instead of making me out to sound like a liar and continue to repeat like a Parrot, do you have PROOF! After discussing that with the manager, at this point I was so aggravated, I never mentioned the room. He then told my wife and I that he would remove the resort fee from our charge and give us a fee breakfast for all 3 rooms. He also said he would have a bottle of wine brought to our room because it was our anniversary along with the breakfast voucher. Guess what? no breakfast voucher and no wine brought to the room. We had to stop at the front desk for a breakfast voucher which was not there either. They made one up and we went to breakfast. Still never received the wine. However, your shuttle and staff there were wonderful. This resort has the worst customer service of ANY hotel or resort I have been to. Their follow up game does not exist. You took my money and sold me a fraudulent bill of goods. If this is how you treat guests, I cannot even imagine how you treat staff. This is the most unacceptable experience for anyone to try to enjoy. I look forward to your response and how you feel this can be resolved. On 6/14/2024 i recieved this. It is upsetting to hear this is the impression we have left with you and we apologize. It is always our goal to create a memorable and personal experience for our guests, so your comments will be addressed. A leadership team member will reach out directly. Today is 6/25/2024, still not heard back from the corporate office. You shouldnt spend a PENNY with a compnay that doesnt care about customer service or bait and switch they perform. I promise i was not the only one upset. One by one as people checked in, they were upset. ZERO customer service skills and you can see its TOP down management. They are no different. No call, no other emails, and NO...

We rented this Hotel thinking it was the Margaritaville Key West, which we had visited in 2020 and 2019 and 2018 and we loved. We just went to the official Margaritaville website and booked, not only us, but our family and some friends who were coming from Georgia. When we arrived in Key West to our surprise we were in a completely different place, we thought they had an extra location because there is no Oficial Notice or something in Red saying something about a change of location or a new location on the Official Website, when we asked at the Front desk they told us that they had sold the previous Hotel and that this was the that they had now, also they said that a lot of customers coming thinking the same thing and they leave disappointed ☹️.To our surprise, we found dark hallways with dirty carpets, a broken bedroom door that made a loud sound when opened that woke up our baby, a dog barking non-stop in the front room, 2 poor quality towels for the bathroom and a really bad smelly sofa.

My husband and I decided to give the Hotel a chance and at least stay for one night, we went to the pool, which is the size of a residential pool, very small for a hotel of this size and price, there were more people than recommended from CDC

We waited almost an hour to be served and the server never came to us, my uncle had to go upstairs to place the order, we ordered 4 Bahama Mama's h chicken wings and fried calamari the bartender said that he didn't know how to make that drink, that he needed the recipe, and although he searched the recipe and he did it, we don't think that in Margaritaville where they charge 400-500 a night for a dirty room and without towels they don't know how to make a drink as well known as Bahama Mama. The two requested appetizers takes 48 minutes to arrive, counted by the clock.

We went to eat then and the food was very tasty and well made, very tasty, we had to get to dessert and we ordered a Guava Bread Pudding and after 20 minutes waiting the server told us that they didn't have any because it was Homemade, and we decided to order Ice Cream, well if decided to read this far, you have to know that they brought us the bill without asking for it 30 minutes after that and they had not brought us the ice creams, it took them 1 hour to bring us the ice creams, the server said that it was because the kitchen people work poorly and they forget the orders, what an excuse so unprofessional. Then another server came and told us that the Bread puddings are not homemade, they bring them frozen and that they only put them in the oven, what a horror and lack of ethics.

Upon returning to our room, we of course asked for more towels since there were only two and very small ones and two extra sheets and an extra pillow. At the concierge 10;45pm we had an answering machine and at the front desk a very rude and indisposed person answered that I had to go down to look for the sheet and the pillow that he had no one to send to take it to me, this in a hotel of 400-500 per evening. I got to the frontdesk and they supposedly gave me the pillow and a sheet, to my surprise when I got to the room they didn't give me sheets but 7 pillow cases 😒. At that moment we knew that our money had been stolen and that we had to leave immediately.

On Sunday morning my 13 year old daughter told me, Mommy, my legs are itchy and I found that they were full of bites, bed bugs! awful and lot of people with the same problem.

In the morning we request early checked out and found other Customers making the same complaint as us, that this was not the hotel that they rent, that they his gran-children were waiting for breakfast for 45 minutes to be attended to. Also doing early...