Sunrise Suites Resort - Key West Vacation Rentals by Vacasa — Hotel in Key West

This place is NOT worth what they are asking. We booked a two bedroom unit for our party of six. One look at the exterior of the building told us before we walked in that maintenance was lacking. Upon entry, it was obvious that the unit hadn't been updated in 20 years. The first thing we did upon entry was to flip on the AC and ceiling fan. The AC did work, I'll give them that, but the living room ceiling fan wobbled hopelessly on its support. We had to turn it off to reduce the risk of decapitation. Then we split and headed out to see the town. Fast forward to 4 am when I got up. I counted about 25 roaches as they scattered when I flicked on the kitchen light. I expected to see one or two; I mean come on.... it IS Florida, after all. But 25??? I managed to catch a couple in a glass. Next I had to wash the dishes for breakfast since I couldn't trust the cleanliness of the place. Then I tried the phone to call the front desk. Asking to have a working phone was too much, apparently. The phone didn't work. Next, I tried the toaster. Of course, it didn't work either. Then I tried calling the front desk on my cell phone. I thought any place would have someone there answering phones at the front desk 24/7. Nope. Not at Sunrise. You get a recording stating that the office doesn't open until 9 am, and please call back. Seriously? What kind of lousy, half-baked operation is this? When it got lighter out, we could further scrutinize the room. Old french fries could be found wedged between the seat and seat back on the four barstools in the room. I guess those were to feed the roaches. We'd had enough and decided to get out of there, lest we started to itch from all the nasty bugs infesting the place. We called again after 9 am, since that was the only way I was going to get a living , breathing carbon-based life form on the phone. Kelsey, the manager, asked me why I didn't call to complain earlier. I told her that, upon our initial entry, the only thing we found wrong was a faulty ceiling fan. She said there was an "emergency" number on the check-in paper we were given, and why didn't I call that number? Well, you call an "emergency" number for a water leak, or something seriously wrong, or for an injury sustained on the premises. You DON'T call an after hours "emergency" number for a wobbly ceiling fan. Then, after explaining about the broken phone, roaches, broken toaster, and other problems, she asked why we didn't call sooner about them. I couldn't believe this! You don't walk in to a place and try the phone and toaster at 4pm to see if either are working. You try the toaster at 6 am when you get up. Then, and ONLY then do you realize it's not working. And the roaches? They are NOCTURNAL for the most part. They like scurrying around in the darkness, right? So, naturally, we WOULDN'T see them until the morning. And when we did, we then tried calling the front desk again. No answer. We didn't consider a broken toaster, roaches and a broken phone to be emergencies, so, obviously we DIDN'T call the "emergency" line. We thought it would be inappropriate. Maybe had we done so, we'd be tying up the line for a REAL emergency phone call (i.e., someone slipping and falling down the steps, or a REAL emergency). So, Kelsey suggested we have a sit-down when we checked out, which we did. We explained that these rooms are dirty, things don't work in them, and that they are woefully inadequate and certainly NOT worth what we'd paid. She made no attempt to even suggest a partial refund. We were NOT seeking a free room; after all we had used the room. But, it certainly was NOT worth what we'd paid, so a partial refund was in order. Kelsey's response was, "Well, will you be returning to Key West in the future sometime?" She was intending to offer some sort of concession on a future visit to Sunrise. Well, if the resort had failed so miserably on THIS visit, how could we trust them on any future? When you pay $300+ on a room to sleep 6, you expect a certain level of cleanliness and customer service. Sunrise failed in every...

Do not rent room 306 from Margaret! My husband booked this as our anniversary get away and it was absolutely horrible. First she messaged my husband to tell him we couldn't check into the room at 4pm due to, she had a photographer there. All good. Then she messages him to say that, we no longer had covered packing available. When it states we was to have it.we arrived to dirty kitchen counters, dirty floors with someone else's human toe nails on the floor along with bugs, the toaster over was full of food crumbs, and loaded with oil, no kitchen wash clothes, 1 wash clothes in each bathroom, the bath towels smelled nasty, silverware still had food on them, the couch was broken, and 2 smoke alarms missing and the one in the living room beeping nonstop. When my husband called Margaret to let her know the couch was broken and it was dirty. She didn't know it was broken and she would take $60.00 off the cleaning fee. We wasn't looking for anything other than we didn't want her to think we broke the couch. Margaret stated that, they was helping a friend out and that's who's car was in our covered spot. What?? After we looked around more my husband called her back to let her about how dirty it really was. She was very rude and stated that, I knew you was going to be this type of a person, she wasn't going to have him call her every 30 minutes on something else wrong and that he needed to go through airbnb at this point and wouldn't talk to him. She calls him back 10 minutes later and my husband didn't pick up because she stated she wouldn't talk to him anymore. Margaret then sends him an email asking when we would be out. Are you kidding me. We just drove over 8 hours to get here, you have his money, and everything around us was booked up. Do not and I repeat, do not rent off of her. She is very rude and...

The guest bathroom has a leak under the cabinet sink and would leak into the floor. |We called and no one seemed to care. The cabinet in that same bathroom was coming rotting from the leak. |The furniture leaves little to be desired. It was ALL old and paint chipping. The kitchen area looked newer and probably had new cabinets and countertops so that was about the only plus to this condo. The kitchen isn’t well stocked. |Let’s not forget the roaches my husband killed on the kitchen counter and the ones I killed in the master bath!|The coffee pot had NO filter basket. The bedroom door drug so bad you couldn’t open and close it without a struggle. |The couch in the den, along with the mattresses in the bedrooms we’re completely worn out. |We also had an incident on Saturday night. We were all in bed and we heard what sounded like thunder but in reality it was someone running and then they banged real hard on our door bringing all 5 of us out of bed with one in the party trying to catch them. It’s probably a good thing he didn’t…|Soooo, I guess on a positive note, the view is of the airport and it was ok. The planes didn’t run at night and that was a positive.|We definitely wouldn’t stay in this condo again. |We did stay in this same building last year, with NO complaints. A totally different outcome than this year. I did a review last year and his was 5 stars!|If you stay here, then you can’t say you weren’t warned of the good, bad and ugly…mostly ugly! I do have pictures I took of the roaches and the bathroom cabinet that’s rotten.|Oh, and the TV’s are...