Pier House Resort & Spa — Hotel in Key West

UPDATE: A manager did finally call me, and give me a free 2 day stay, to give them another chance i was very hesitant, but we went. the room we got this time was 100x better! and we actually enjoyed our stay! yes i would stay again!

Not sure where to start! we booked the pier house RESORT (so we thought) This was NOT a resort! we paid top dollar for a measly 1start at best motel! ALL the pictures on the website are deceiving! AC- font desk had amazingly AC, all the hallways to rooms are outdoors, so its HOT and no fans to move the stagnant HOT air while trying to get to your room. Room AC HORRIBLE! our room was at a steady 77 degrees OR HOTTER ALL 5 DAYS (it was set at 70-72) during our stay. we called for maintenance and basically was told there was nothing they could do, at one point HEAT was blowing from it (we didnt touch the thermostat when this happened) so we called maintenance again because we smelled the burning lint etc that you smell when you first turn on heat (which, again, we didnt do) couldnt sleep well because we were so hot! BEDS- HORRIBLE so worn out, i had to use a pillow to wedge my right side just to prevent me from falling out/rolling off because my side was sooo worn and at such a bad angle! again called maintenance- he said he would replace the bed while we were on our sunset cruise… but did not! ohh and the frame was even broken on the right side! SHOWER/SINK- NO COLD WATER. after being on the sun and getting a slight sunburn the last thing you want is a scolding hot shower! i wanted a cool shower for relief! that wasnt possible. even the sink water was hot! we called maintenance for this issue as well, again nothing he could do and did acknowledge that the water didnt get cool or cold at all. BALCONY- HOTTER THAN A SAUNA! we booked a garden view room because we love sitting outside in the evenings but this wasnt possible! we understand its hot out but that wasnt the problem, the problem was the AC motor/exhaust or what ever you want to call it, produced so much additional heat that it made it like 130 degrees or more on the balcony (IN THE SHADE/AT NIGHT) OVERALL ROOM/RESORT APPEARANCE- Aweful! paint pealing, stains, leaks, absolutely nothing like the pictures! we feel this place is extremely poor maintained. when i book a resort and pay the $$$$$ for a resort it should feel like a resort. STAFF- the bell guy! A+! he was great smiling attentive. concierge- not even a smile and never spoke to us. front desk smiled, nice checking in/out. Never offered us a discount even with the several maintenance calls and reminding them of ALL the issue we had during our stay. Pool/beach attendant-nice but acted as if we bothered him/and didnt want to be there, we are smokers and informed him that the cigarette disposal was over filled and needed to be emptied bc unlike others i didnt want to throw my cigarette butt on the ground next to it, he shrugged and brought me a plastic cup with sand. i left it next to the big ashtray they proflvided so others could use it. . bar staff, very pleasant and helpful BEACH/POOL- we didnt use the pool but the beach was great! they dont provide anything to float/snorkel, but we were offered to use the lost and found for those things or to go to CVS to buy some…. smh really?!?! over $500 a night and you cant provide a float/sanitized snorkel. the shower, was COOL!!! the ONLY PLACE THAT HAD COOL WATER for relief from the sun (because our room water was hot or scolding no matter the setting) I wish i took pictures of the peeling paint, thermostat, etc but i didnt as a matter of a fact I didnt take any pictures of the resort except for the beach…. usually i take tons but didnt want any of a run down motel.

the one PRO they have going for them, location THATS IT!! after calling maintenance several times, responding to the txt from them asking how our stay has been so far, and again reminding them at check out of our many issues, no refund was offered. nothing! we were SOO ready to go home after spending 5 nights in...

Me and the wife decided to celebrate my birthday in key west and found pier house resort on our hotel search and booked the ocean front suite in the beach house building. Our suite was beautiful and we absolutely loved the view. We loved the huge tvs in both rooms and the walk out balconies. Everything was perfect until when we came back from a day of exploring to step in water in our bedroom. The carpet was saturated by the end of the bed and area under the a/c unit. Upon inspection I discovered it was coming from the a/c unit in the bedroom and because of the extreme wind that was blowing that day (up to 40mph) it was some how blowing the leaking condensation into the room instead of outside. I called the front desk and explained what was happening and he sent down a maintenance guy. He came in and sucked the water up with a vacuum and called house keeping to lay down towels on the carpet. I was a bit taken back because while I was on the phone describing what happened I was not questioned on whether I wanted another room or compensation of some sort until I brought it up. Jason removed our resort fees and gave us free breakfast vouchers at the one Duval restaurant, and was willing to have us transfer rooms if we wanted. We were ok with the towels and decided to stay in the room, being it was our last night there.

We booked our last night at oceans key resort in another suite to experience a different resort. I often like to book at different resorts to experience what they have to offer. When we checked out of oceans key we drove back to pier house hoping to park there for a hour or so while we do parasailing with fury water sports. It was supposed to be the previous day but because it was windy it was moved until the next day. We were both under the impression we could park there being public parking in key west is few and far in between, and walk to our spot and come back. We are aware it’s for guests and not public parking, but being we were previous guests the nights before, and spent a good amount of money, an exception could be made and we could park there. We both noticed the lots were never full during our stay. When we parked and walked towards the entrance we were approached by Tom asking if we’re checking in. I said no we were off to do an attraction and he immediately interrupted and said “ok you have 10 minutes..” I said 10 minutes? I was about to explain our situation but he walked off into the lobby. I asked his name and he hesitated, then told me. We felt disrespected and were not treated professionally. We felt he was about to have us towed without even hearing our circumstance, nor did he care to listen.

Are previous guests not allowed parking if checked out, for a short amount of time? Again, I understand the hotel could fill up at any time, but if you see numerous spots open and available, and will be back to move in an hour or less, couldn’t an exception have made? We felt forced out of the lot and I only had 15 minutes to find public parking and check into my event. Luckily we did find a guy leaving off the street and got his spot, but if not we would’ve missed our event….

Over all I give the hotel 3.5 stars. We were happy with our suite, and besides the water on the floor, enjoyed the amenities. One duval was quite nice and the food was great. If Tom expressed better hospitality and didn’t treat me like I was Joe smo off the street trying to park in there a better rating would have been given. No one enforced the pool hours either as their were kids in there...

Just stayed here for the 3 day weekend, while attempting to celebrate our 25th wedding anniversary. || I should have known immediately at check-in, that things weren't going to be that great. At check-in; on 4/17/25, there were two clerks, and a third guy, who I'm guessing was a mgr of some sort. One clerk started our check-in on one computer, only to ask us to move to a 2nd computer to continue check-in, and then back to the original computer, over the course of some 15 minutes.. we were told that their system was new, and "we" were all gonna have to figure it out... Ok, got our credit card info taken, gave us our room keys, somewhat told us how to find our room in the maze of a resort, and sent us on our way.|| Got to our room; room 116. Oceanfront King. You expect a view if your room is given this title, and if you're paying these kind of rates. It did technically have an oceanfront view.. but, only if you're standing while on your balcony. If you're sitting down, you're looking at the backside of a bunch of bushes/shrubs, and can not see any of the water, boats, etc. Also, the balconies are not private, from room to room. You can see everybody else, and vice versa. The next day, we found out that the shower door doesn't stay shut while showering, so water ends up all over the floor. Unpleasant, to say the least. Room has a small fridge, but, no microwave. King bed, 2 small chairs, a closet. Nothing special about the room. At all. || The first night here, we went to the on-site bar. Was there for a while actually. Good drinks, and good bartender. But, as we left, one of the clerks from check-in stopped us, and requested that we immediately come back up to the lobby, because the "new system" hadn't taken our credit card info. After trying to have a good time at their bar, I was now inconvenienced and made to feel like we did something wrong somehow.. not a good 1st night. Should've been given SOMETHING for this inconvenience, a free drink, anything, but, no.|| The location here is what you're paying for. At the north end of Duval St. That, and their small beach. Thats all they have to offer that others may not have. The rooms aren't great. The view from our room wasn't great, unless you're standing the entire time. We laid out at the beach one afternoon. That was nice. Towels are provided. || Lastly, at check-out on 4/20, the elderly clerk took forever to get us a printed receipt. So long so, that another person showed up behind us and waited, they left, and then came back, and asked us if we were STILL WAITING, to which we said yes.|| Please be aware that between the resort fee, and about 4 or 5 additional taxes, another approx $600 ($200 × 3 nights) was added to our bill, for a total of $3,300 for a 3 night stay. Now, to some, this won't make them blink an eye, but, for others, it might be a game changer.|| Would I stay here again? Only if I found a better rate somehow, because this is NOT a $1000/night type of place.. and, if I got a room up higher with an actual view no matter if I stood or sat on my balcony, and if somehow, I could know that their computer system and desk clerks worked better/faster.||The photo is our view from room, WHILE STANDING UP. If you sat down, all you see is shrubbery, and your...