Sunset Key Cottages — Hotel in Key West

We are writing to express our deep disappointment and frustration with the numerous issues we encountered during our recent wedding at Sunset Key Cottages. As the bride and groom, we had high expectations for Sunset Key, but unfortunately, our experience fell far short of what we had envisioned. Throughout the planning process, we experienced a multitude of careless mistakes and oversights made by both the Opal Resort group sales team and event team. These errors not only impacted our experience but also affected our guests. We feel compelled to bring these issues to attention of future couples, so they think twice before booking their wedding with SSK. Prior to even signing the wedding contract, we had to advise of multiple mistakes within each document that was sent over to us. It seemed as though no effort was made in responding to emails which resulted in a disorganized and chaotic wedding planning process. Such a lack of attention to detail is unacceptable, especially when planning such an important day. Furthermore, we were shocked to discover that many of our guests were double and even triple charged for their rooming accommodations. This not only caused unnecessary stress and confusion but also reflected poorly on the professionalism and integrity of the SSK establishment. It is disheartening to think that our loved ones had to endure such financial inconvenience and discomfort due to the negligence of your staff. Not to mention during Christmas and New Years, where there was little staff available to reverse these overcharges. In addition to these major issues, there were several other instances where the wedding staff's lack of attention to detail was evident. For example, groceries ordered for two cottages were delivered incorrectly and charged to the wrong bills. SSK would not have made the updates on billing unless our guests brought it to their attention. Additionally, false information was given to guests regarding a credit that was provided by the Bride in Groom. “Use it in our gift shop or you will lose it”… when the purpose of the credit was to help our family and friends with their final bill. The last straw was receiving a “final final” bill a week after our wedding for the room they allegedly “forgot” to charge. We made final payment 2 weeks prior to wedding, and checked out of room with $0 balance. Somehow it was our fault that their staff forgot to add this charge to our banquet bill. After reviewing in detail our contract and agreeing to the payment, we were hit with a , surprise, DOUBLE CHARGE. Now we are over a month after our wedding we are still dealing with SSK. We could go on … Overall, our experience at SSK was marred by a series of careless mistakes and oversights made by their staff. We entrusted them with creating a memorable and flawless wedding experience, but unfortunately, our expectations were not met. (Please note: The day of staff, latitudes staff, our hired vendors, planner, photographer all brought light to our day and were a breath of fresh air. They helped make our day beautiful and one we will never forget.) We understand that organizing events can be challenging, but it is imperative that companies such as SSK prioritize attention to detail, effective communication, and staff training. We sincerely hope that SSK will take our feedback seriously and make the necessary improvements so that no other couple has to experience what we went through. From reaching out to other couples, we understand we are not the first to experience these issues. SSK is a beautiful venue, but until the staff is ready to handle large groups,...

This is a long review and if you read it all then I promise you will truly know what your getting in to. But when It's only my 1st full day and I already have to write a review it’s not going to look good. Wish I could say great about this very expensive trip. There are a lot of bad things bringing it down. There are definitely lots of corners cut. Very few utensils along with lamps not turning on are just 2 small things that add up to what ultimately is little value. The WiFi is really bad. I’m surprised I was able to access this webpage to review it in under 2 minutes. If you need to do lots of work while you're here and you need fast WiFi then probably reconsider. The “daily room service” is very poor. They come at the most inconvenient times and do not come daily. We told them we were taking a day trip so to try to do housekeeping between 8-5 but yet they come at 6:30 when we’re all back at our cottage preparing for dinner. Even after we called for room service they still didn’t come. The weather is amazing anytime between October-April. Best months are December, January and February. There is little beach and the “beach” that there is is very rocky and non enjoyable. The food they send you every night and morning is no where as good to the restaurants food. There are a lot of little things like very little coffee to non working toilets that make you re think the price again. Pool bar closes at 6:00 PM every day which forces you to go the the expensive restaurant for just a drink. The pool is nice but it does not get deep at all so if you think you can do laps think again. The ice maker is deficient and is very loud. Just today we left our pool stuff on a chair and they took it off and put it somewhere, didn’t tell us and we lost it. The staff here acts bothered to be there and is not helpful. The people act entitled and spoiled. This is starting to sound like a 1 star review but I put 2 here because the fact that you can’t get over the nice weather. The restaurant food is great. The service is the main questionable part. the staff here is not great. We couldn’t check in for an hour because we had to wait for our grandparents who had booked the trip and we needed confirmation. Even though they and us sent like 20 emails saying that we were all in a group we still had to wait a while for our grandparents to get here. Staff members overall could be nicer and easier to work with. For example I called to say that we hadn’t gotten “daily housekeeping” for 4 days and a woman said that it was probably our fault and she didn’t even apologize. It is probably still a good resort in key west-still, even all the negatives about it. But if you're on a budget or really mind small things then maybe reconsider. I don’t know, maybe these negatives only happened to me and maybe I’m just unlucky but definitely reconsider. Also it’s funny how the owner only responds to generally...

There is no doubt that the Sunset Key cottages is one of my favorite places to go. A few minutes on a ferry ride and you arrive at the most peaceful place surrounded by wonderful personnel that greets you with a smile. A special mention for Jassy who was waiting for us once we got off the ferry. The restaurant Latitudes: great ambiance but the food could be better. I am not saying it was bad but we ate dinner at another restaurant in Key West and that food was outstanding (can't mention the name here). But….I have to add: the key lime pie they have is OUT OF THIS WORLD!!! You must try it.

The cottage is very comfortable, but it needs an update. The bathroom had a tub/shower that did not work too well. The spout for the tub would move around (poorly secured to the wall) every time we used the diverter on it. It also did not divert the water 100% from the spout to the shower head. It was a cheap system in the first place. The enamel steel tub was patched up in a couple of places where it had chipped (picture attached). The correct way to fix chips is to resurface the entire tub, not do a patch work. The shower curtain should be updated to a glass enclosure.

We are in the plumbing fixture business so we notice these things immediately. My wife designs bathrooms and kitchens for large and small projects so we know when something is dated and needs a "face lift". While maintaining the shabby chic decor, the cottages need an update in the bathroom area. Maybe other guests would not notice these things, but we do.

The Nespresso coffee was of course excellent (we use that brand in our home), but the condiments were subpar (saccharine, sugar and cream in capsules). At the prices they charge (over $1,000/day) we expect not only refrigerated milk, but coconut milk, almond milk, every possible milk, stevia, splenda, etc. (I associate saccharin and cream in capsules with cheap motels off I-95). The bread they delivered the first morning was dry and not very good. The second day they delivered croissants and they were much better. They used to deliver these wonderful, warm muffins and different types of fresh bread. What happened to that? The lounge chairs around the pool also need to be updated. They are starting to look aged.

Tennis courts: pickle ball is all the rage now. Convert at least one tennis court into two pickle ball courts and you will get a lot of additional bookings. It's currently the fastest growing sport in the country.

Other than these suggestions, the place is wonderful, peaceful, friendly staff. Let's make it...