NYAH Key West — Hotel in Key West

I selected this location and had very positive interaction with the host prior to arrival . Upon arriving, staff was friendly, however, as time went on, they did not seem engaged at all and accommodating service requests fell on deaf ears. Floors were dirty and the water situation was out of control. There was virtually no hot water and every time the shower was attempted to be used, it normally ran for 15 seconds before the water completely cut off. Staff was notified, they stated it was fixed, and it was not. Even the faucet to the sink was broken and it was a chore to turn the sink on and off . My biggest complaint was the way this was handled by the host. While auto prompted for a review, I responded with complaints and concerns and out of courtesy did not post a review in the hopes that I could have a discussion with the host for partial compensation for inconvenience. Rather than a response, I received another request for a review . It wasn’t until I called the location and spoke to a very nice worker named Eric, explained my situation and my disappointment with the lack of communication from the host, that I then heard from the host not by phone call as I requested but through the Airbnb app. I explained to Eric the employee , prior to my being contacted by host, the that I wanted the host to call me so I could discuss my experience prior to posting a review that was unfavorable because I believe in small businesses. In a nutshell, the host reached out through the Airbnb app and instead of attempting to find a mutually agreeable solution, she stated she refunded me a minimal amount which equated to the resort fee. She accused me of violating Airbnb policy by threatening to give a poor review if I did not get a refund and I never stated to anyone I was going to post a negative review if I didn’t receive a refund. What I stated was that I did not feel the compensation that she offered me was reasonable. I was told that this was the best that she could do, however, in reality, when one one is paying between $400-$500 a night for a room , running water and clean floors should be a given. This was not the best she could do, it was the best she was WILLING to do and in my opinion it was taking advantage. The insinuation was made that I was not honest, and offering somebody something minimal just doesn’t cut it once someone has a poor experience. One also should not have to tell a representative of the agency that they are going to follow through with an accurate review if they are not contacted by the host. Beware of any property owned by this host. There is a significant lack of customer service. If someone tells you they have a bad experience at your property, your question should be how can we make this right, not to inform the guest how you handled it and then to blow off their feedback as decision made. Disappointing . The. Beds were fair and the amenities were fair . However this did not make up for the water situation as well as the poor customer service by the host...

Review

I wish I could leave a better review because this place was actually a nice spot. But, upon checkout day, I realized I forgot my expensive Apple AirPod headphones in the room about 2 hours after we checked out. Since Apple has new technology where you’re able to track the AirPods at their exact location, I could see they were still located at the hotel at that exact time. Knowing that it was before the next guest’s check in time, I called the hotel to let them know I left them to be see if their cleaning staff could turn them in. After telling me they didn’t find them, they put me on the phone with the “supervisor” who told me they weren’t there and no one had turned them in. He started to get very defensive with me, telling me “people forget things all the time, they’re probably in your bags”. But I knew exactly where they were in the room, and I had checked everything of mine just in case. I checked the “Find My” and tracked them to the hotel directly. I asked him if I could check the room, (since I know it was before the next check in) and he very abruptly said no, being very dismissive. He kept trying to get me off the phone, so then I went back to the hotel. When I got there, I continued to ask about them, to which the staff was dismissive.

That night, the tracking updated at an apartment complex a few miles away. Then, the next day they tracked back at the hotel again. I have screenshots of every updated location, too. So I called again and asked to speak to the supervisor. He answered in an angry tone saying “why do you want to speak to the supervisor?” Very rude. Who answers the phone that way to help a customer? I asked for his name, but he wouldn’t give it. He just transferred me to the manager of the hotel. The hotel manager, whose name is Mike, was less than helpful too. I explained to him how I’ve tracked the AirPods and need to know who cleaned or checked the hotel room. At this point they’re stolen goods and I will be filing a police report. He wouldn’t tell me, but said he would check with the staff again and call me back. I waited 2 days and he never called me back. Still, I’m tracking the AirPods to and from the hotel at specific times. So it’s clearly a staff member there. I can’t get an answer out of anyone so I’m assuming they’re just gone by now.

Horrible, horrible experience with this and with the staff. They were beyond rude and unhelpful. If you have anything valuable, make sure to hide or take it with you when you leave. They will say “no one turned it in”. Not even filing a police report seemed to phase them. Avoid staying here if you can. 0/10.

TL;DR: realized i left my AirPods in the room 2 hours after checkout, staff lied to me about having them even though I tracked them to the hotel. Next few days I tracked them to/from an apartment complex to the hotel. Manager and supervisor were very rude, dismissive, and didn’t help at all. Avoid staying here if you don’t want your...

NYAH = Not Your Average Hotel

The name does it justice and does spell everything bluntly for you.

It is located very close to the bars, clubs, shops and northern marina. It is about a 10 minute walk from all the action, which is one of the reasons I booked this hotel. Another reason for me picking this place was because I searched for a hotel with "parking". It was my first time in key west so I didn't know what to expect. I learned that their "parking" was for any marked spot in the street that didn't have a "resident" reserve sign painted onto the ground. So essentially if you're looking for parking you either have to drive around the area looking for one or the hotel can point you into the direction of the closest parking garage that you will have to pay.

My group arrived at this cozy location and checked in at the front desk which also has a bar by a friendly front desk staff. When we got to our room there was water on the floor from the refrigerator's freezer leaking. We told the front desk staff that we would need a fridge as we brought food with us, but we're informed there are no other rooms available but they can check with the manager tomorrow morning regarding being able to get moved. It wasn't until we told them that we would unfortunately have to cancel our future reservations because of our need for a fridge did they actually start to look for a replacement to for us. We got a new room with a working fridge and a toilet that worked below par. The tank needed extra time to fill with water so you would have to wait about 5 minutes before your next flush. So having a room with people to share 1 toilet made it difficult. Fortunately there are restrooms around the hotel so some people needed to leave the room to use the toilet. There were also places on the wall where hooks used to be but were ripped from the walls and the maintenance had yet to repair or replace them. Air conditioning was amazing. Each room also came with a cabinet where each guest can store their belongings and had towels and toiletries provided

The complimentary breakfast is what you pay for so no complaints there. Juice, hard boiled eggs, yogurt, pastries, and cereal. Don't leave your plate unattended as some of the chickens might hop onto your table and take a bite while you aren't looking. There is a complimentary Starbucks coffee machine in the lobby that is ready 24/7 for coffee, tea, or hot cocoa.

Would I go back? Possibly. Would I look at other hotels. Absolutely. Was it worth the price? Undoubtedly.

Environment: cozy, homey, quaint Staff: friendly, welcoming, easy to talk to Food: simple, good for coffee addicts, adequate Room for improvement: maintenance, helpfulness of...