Outdoor pool, open 7:30 AM to 7:00 PM, free cabanas, sun loungers

Reviews of DoubleTree Resort by Hilton Grand Key - Key West

4 out of 5
DoubleTree Resort by Hilton Grand Key - Key West
3990 S Roosevelt Blvd, Key West, FL

Reviews

8.0

Very Good

Rating 10 - Excellent. 451 out of 1011 reviews" "
Rating 8 - Good. 250 out of 1011 reviews" "
Rating 6 - Okay. 145 out of 1011 reviews" "
Rating 4 - Poor. 91 out of 1011 reviews" "
Rating 2 - Terrible. 74 out of 1011 reviews" "

8.2/10

Cleanliness

8.4/10

Staff & service

7.8/10

Amenities

7.8/10

Property conditions & facilities

7.8/10

Eco-friendliness

Reviews

8/10 Good

Timothy

Business traveler
Liked: Cleanliness, staff & service
U
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 25, 2024
Thank you for the 4-star rating, Timothy!It's great your time at DoubleTree by Hilton Grand Key Resort-Key West was so pleasant! We strive for excellence so we look forward to hosting you again soon for an even better experience.Thanks again for the feedback!

8/10 Good

Aura

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We were so well welcomed by the staff even on a late check-in. We even received warm cookies! The room smelled like mold. The breakfast options were not the best - especially for the price. The concierge was very nice and helpful and we liked the fact we could rent a golf cart. The bar (open till 11 pm) was our favorite feature.
Stayed 2 nights in Mar 2024
Response from Customer Service on Mar 24, 2024
Aura, thank you for staying at DoubleTree by Hilton Grand Key Resort-Key West. It's great to hear you appreciated our welcoming team members and enjoyed our late-night bar. We also respect your feedback regarding room freshness and breakfast options, which offer us guidance for improvement. We are glad our concierge service and golf cart rental added to your experience. We hope to welcome you back during your next visit to Key West.

10/10 Excellent

Frank

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 22, 2024
Frank, thank you for your five-star rating of DoubleTree by Hilton Grand Key Resort-Key West! We're thrilled to know we succeeded in delivering a wonderful stay for you. We value your feedback and look forward to welcoming you back for another great experience.

6/10 Okay

Kristy

Traveled with partner
Liked: Staff & service
Typical double tree. Property is dated. Only one pool. Several times there were no towels at the pool. There was a person smoking cigarettes at the pool and the wait staff didn’t say anything to them. Property is far from Duval street where all the action is but the have a shuttle that leaves every hour from the hotel. Not sure I would stay here again.
Stayed 4 nights in Mar 2024
Response from Customer Service on Mar 21, 2024
Kristy, it's disheartening to hear that your experience was not up to par. We recognize your concerns around the pool area and we're consistently working on improving our facilities. We're sorry if there seemed to be some inconvenience with the poolside amenities. Additionally, we're glad you utilized our shuttle service for transport to Duval Street. We appreciate your feedback and we aspire to serve you more satisfactorily should you decide to stay with us in the future.

10/10 Excellent

Ibette

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean room, nice breakfast, every hour shouter to main center, plenty of free bottle of water. Very good
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 18, 2024
Ibette, it's delighting to see that your stay at DoubleTree by Hilton Grand Key Resort-Key West met your expectations. We're thrilled to hear you enjoyed the immaculate room, satisfying breakfast, convenient shuttle service and our effort to keep you hydrated with complimentary bottled water. Your positive feedback is much appreciated and will be shared with our team members. We look forward to welcoming you back for another enjoyable stay.

2/10 Terrible

Olga

Stayed 4 nights in Mar 2024
Response from Customer Service on Mar 17, 2024
We appreciate the feedback, Olga.It's unfortunate you had such challenges during your time with us. We regret that we couldn't provide you with a perfect experience. We do hope you give us another opportunity to demonstrate the high standard of service we're accustomed to providing.

8/10 Good

Janice

Traveled with family
Liked: Amenities, property conditions & facilities
The staff were all friendly and made us feel welcomed. The warm cookie on arrival and every day after that helped with that too. Getting around was easy with transportation coming and going to town every hour. The only meals we ate were breakfasts and they were not good. If the meals were good it would have been a perfect stay. Also one evening there was a political gathering across from the restaurant that was quite noisy. But they were gone at a reasonable time for those of us who go to bed early. Good job!
Stayed 7 nights in Feb 2024
Response from Customer Service on Mar 13, 2024
Janice, it's wonderful to hear you felt welcomed at DoubleTree by Hilton Grand Key Resort-Key West and enjoyed our customary warm cookies. We're also glad you found the transportation convenient. We apologize if the breakfast and unexpected noise from the nearby event didn't meet your expectations. Your feedback is crucial for our ongoing improvement and adjustments to enhance guest experience. We hope you'll visit us again for an even better stay.

10/10 Excellent

Mansour

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was very clean
Stayed 1 night in Mar 2024
Response from Customer Service on Mar 11, 2024
Mansour, it's wonderful to hear your room at DoubleTree by Hilton Grand Key Resort-Key West was spotless. We trust this contributed to an enjoyable stay and we're eager to welcome you back in the future.

10/10 Excellent

Dawn, Auburn

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I was so pleased with this DoubleTree. The hotel was clean inside and outside, and the staff was helpful and approachable. Their shuttle service to and from the airport and to the downtown area was an absolutely wonderful way to enjoy Key West without having to rent a car. The DoubleTree always has warm cookies and bottled water for their guests too. That is a wonderful treat anytime of the day or night. Their restaurant was fantastic. We enjoyed many meals right at our hotel including a wait staff that works very diligently to take care of their guests around the pool. Their pool was warm, clean, and such a relaxing place to spend the day. I would definitely stay here again!
Stayed 5 nights in Mar 2024
Response from Customer Service on Mar 11, 2024
Dawn, it's fantastic to see you had such an enjoyable stay at DoubleTree by Hilton Grand Key Resort-Key West. Our team will be happy to hear their efforts, particularly in maintaining our shuttle service, cookies and water, and our restaurant, contributed to a positive experience. We're glad you enjoyed the relaxation our heated, clean pool offers. We look forward to your return visit.

8/10 Good

Brian

Traveled with partner
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
The property is in need of updating. The pool area and outside bar are great. The staff are super helpful and friendly. Our room ac and fridge were pretty noisy and could not keep up with a temp setting at 74.
Stayed 3 nights in Mar 2024
Response from Customer Service on Mar 9, 2024
Brian, thank you for your feedback. It's wonderful you enjoyed our picturesque pool area and external bar at DoubleTree by Hilton Grand Key Resort-Key West. We're also glad you found our team members to be extremely supportive. However, we regret any inconvenience caused by the condition of the room amenities. Your comments will aid our ongoing commitment to improve and update our facilities. We hope to have the opportunity to welcome you back for an enhanced experience.

10/10 Excellent

Carrol

Liked: Cleanliness, staff & service, property conditions & facilities
The pool area was amazing. All the staff was friendly and helpful! Love this place! Going Back soon!
Stayed 6 nights in Feb 2024
Response from Customer Service on Mar 9, 2024
Carrol, it's great to know you found the pool area at DoubleTree by Hilton Grand Key Resort-Key West to be amazing. We're delighted that our team members were able to make your stay even more pleasant. Your love for our place makes us proud. We eagerly await your return. Safe travels until then!

10/10 Excellent

Jordan

Traveled with family
Liked: Amenities
This property was pretty cool and very family friendly which is what we liked and they also had a free shuttle to the restaurants & shops on Duval street which was awesome!!
Stayed 2 nights in Mar 2024
Response from Customer Service on Mar 4, 2024
Jordan, thank you for sharing your experience at the DoubleTree by Hilton Grand Key Resort-Key West. It's wonderful to hear that you appreciated our family-friendly atmosphere and convenient shuttle service to Duval street. We strive to offer services that make our guests' stay enjoyable and convenient. We hope to welcome you and your family back in the future.

4/10 Poor

Nathan

Disliked: Cleanliness, staff & service, property conditions & facilities
This hotel is dated with leaky faucets and mold growing in the bathroom. Also we were put in a room that should not even qualify as habitable directly on top of the laundry room. Close your eyes and pretend a helicopter and a washing machine are mating. For 6 hours straight. So much for rest. The TV system was straight out of a super 8 motel. There was a pool with a bar where no outside alcohol is permitted. If you are ok with overpaying for beers you don’t like then this is your spot. 0 Craft beer choices. The people were friendly however that’s my expectation. Waste of 500 bucks and Expedia was very very little help in getting a refund so basically I dropped half a grand to stay at a Super 8 and slept for like 4 hours. Go up the road 3 minutes to the Hampton if there is available rooms. Night and day difference and you get to free drinks and free breakfast.
Stayed 1 night in Feb 2024
Response from Customer Service on Mar 1, 2024
Nathan, thank you for your review. We actually wanted to message you and let you know that our hotel got approved for a major renovation taking place this July-November 2024., We look forward to seeing you after the remodel.

2/10 Terrible

Alireza

Business traveler, Traveled with family
Disliked: Amenities, property conditions & facilities
Rooms are not to the standard Saw a cockroach by the sink and carpets were damp
Stayed 3 nights in Feb 2024
Response from Customer Service on Feb 20, 2024
Alireza, your recent experience is not indicative of the high standard we continually strive for. We do have renovations planned to start this July that will be addressing your concerns. As for the damp carpet, we did recently deep clean the carpets. We appreciate your feedback and hope to have an opportunity to serve you better in the future.

2/10 Terrible

Alan

Traveled with partner
Disliked: Amenities, property conditions & facilities
Smoking going on anywhere outside, even at poolside bar. Room smelled like smoke from smoking areas below it. Dressers drawers old and loose wouldn’t close. No water pressure in shower. Rude at check in counter
Stayed 4 nights in Feb 2024
Response from Customer Service on Feb 16, 2024
Alan, thank you for your feedback! We are going under renovation June 2024 and expect to be completed by November 2024 (we will not shut down - the renovations will be done by floors), so please do come back again for a refreshed experience. All smoking areas are allocated per Hilton.

10/10 Excellent

Bruce D.

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly staff. Rooms are clean and comfortable
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 15, 2024
Bruce, thank you for your positive feedback about DoubleTree by Hilton Grand Key Resort-Key West. We're delighted that you appreciated our hospitable team members and the comfort and cleanliness of our rooms. Your comments are highly valued and we hope to have the pleasure of welcoming you again soon.

4/10 Poor

Carnie

Disliked: Staff & service
Expensive for the quality. But I guess thats key west.
Stayed 2 nights in Feb 2024
Response from Customer Service on Feb 14, 2024
Carnie, we regret to hear that your expectations were not entirely met during your recent stay. Value and guest satisfaction are our priorities and we're continually making improvements to enhance our offerings. We certainly hope we could provide a more satisfying experience in the future.

10/10 Excellent

Stacy

Traveled with partner
Amazing staff and went out of our way to make our stay wonderful
Stayed 5 nights in Feb 2024
Response from Customer Service on Feb 13, 2024
Stacy, it's fantastic to hear that you found the team at DoubleTree by Hilton Grand Key Resort-Key West to be amazing! We are thrilled to know they stepped above and beyond to make your stay memorable. We hope to welcome you back for another outstanding experience.

10/10 Excellent

Ellen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Feb 2024
Response from Customer Service on Feb 13, 2024
Thanks for the perfect rating, Ellen!We aim to please and your praise lets us know we're doing our job! We look forward to sharing another amazing experience with you soon at DoubleTree by Hilton Grand Key Resort-Key West.

10/10 Excellent

Jack

Stayed 2 nights in Jan 2024
Response from Customer Service on Mar 20, 2024
Jack, thank you for taking the time to rate DoubleTree by Hilton Grand Key Resort-Key West. We're thrilled to see you had a five-star experience and look forward to welcoming you back on your next trip to Key West. Safe travels!

10/10 Excellent

JoAnn

Liked: Cleanliness, staff & service, property conditions & facilities
Loved the facility and the staff were great. The furniture could use updating. Place in general was dated. Needs some updating and it would be perfect.
Stayed 4 nights in Jan 2024
Response from Customer Service on Feb 9, 2024
JoAnn, we're thrilled to hear you enjoyed your stay at the DoubleTree by Hilton Grand Key Resort-Key West and appreciated our team members. We take note of your feedback about modernizing some aspects of our property. It's valuable insights like yours that enable us to continuously improve and enhance our guests' experiences. Looking forward to welcoming you back in the future.

6/10 Okay

Gissette

Disliked: Property conditions & facilities
simple updates could go a long way. the last place i want to set down my clean clothes to have available after taking a shower is on the toilet. and its impossible to finish feeling clean when im standing in a puddle as im getting dressed. a carpet and small vanity in the bathroom would have made it easier to get myself ready in private as im sharing the room with other people. aside from the fact there was a hole in the bathroom door that was visible from the outside......
Stayed 1 night in Feb 2024
Response from Customer Service on Feb 7, 2024
Gissette, we appreciate your feedback. It's clear that certain aspects of the room did not meet your expectations, notably the bathroom conditions and the need for spaces to store personal items. We strive to offer a comfortable and efficient environment for all of our guests. As for the bathroom door issue, it's certainly not representative of the experience we wish to provide. We are always working on maintaining and improving our facilities, and your comments help us in that process. Thank you for sharing your thoughts.

10/10 Excellent

guy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Customer Service on Feb 2, 2024
Guy, it's wonderful to hear that your recent stay at DoubleTree by Hilton Grand Key Resort-Key West was up to your satisfaction. We truly appreciate your great rating and we hope you'll choose to stay with us again on your next visit to Key West.

10/10 Excellent

Daniel

Liked: Cleanliness, staff & service, property conditions & facilities
Great!
Stayed 1 night in Jan 2024
Response from Customer Service on Jan 31, 2024
Daniel, it's wonderful to hear that you enjoyed your stay at the DoubleTree by Hilton Grand Key Resort-Key West. It's always pleasing when our guests have a memorable experience and we greatly appreciate your feedback. It would be a delight to welcome you back in the future.

6/10 Okay

Patricia

Stayed 1 night in Jan 2024
Response from Customer Service on Mar 20, 2024
Patricia, it seems your experience with us was average,aligning with the 3-star rating. We'd love to get more details about your stay to ensure we address any potential areas of improvement. We value your feedback and hope you'll consider visiting us again for a chance at a 5-star experience.

10/10 Excellent

SANDRA, MIAMI

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hot breakfast which we usually don’t have was excellent, especially due to cold weather… & I can’t say enough about the cookies ! It was a great 🎄holiday
Stayed 4 nights in Dec 2023
Response from Customer Service on Jan 24, 2024
Sandra, we're thrilled that you enjoyed your stay at DoubleTree by Hilton Grand Key Resort-Key West. It's wonderful that our breakfast variety added warmth to your mornings and our cookies made your experience even more delightful! Our team hopes it made your holiday season special. We can't wait to welcome you back for an equally memorable visit in the future.

8/10 Good

Albert

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Shower was handicap and water flowed into whole bathroom floor making it slippery it had no rubber splash guard.
Stayed 4 nights in Jan 2024
Response from Customer Service on Jan 18, 2024
Albert, we appreciate your feedback but you exactly booked this room type, we pulled up your reservation, you booked the handicap room type.

8/10 Good

Jung Ran

Stayed 2 nights in Jan 2024
Response from Customer Service on Feb 5, 2024
Jung, it's wonderful to hear you enjoyed your time at DoubleTree by Hilton Grand Key Resort-Key West. We truly appreciate your high rating on Expedia and hope that we can serve you again in the future. Your satisfaction is our greatest measure of success!

10/10 Excellent

Ramprasad

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was clean and I loved the balcony. The staff were friendly and helped with any questions that we had. The hourly shuttle to and from the hotel to town helped a lot with getting around. Additionally, we didn't have to pay extra to park.
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Ramprasad, it's heartening to know that your stay at DoubleTree by Hilton Grand Key Resort-Key West was pleasurable. We're glad the cleanliness of your room and the balcony added to your comfort. Our team members are always available to assist guests, and it's great to hear that their friendly nature and quick help made your experience better. The convenience of our hourly shuttle and complimentary parking are offered to ensure our guests are cared for in all aspects. Thank you for sharing your insightful feedback. We're looking forward to welcoming you back soon.

10/10 Excellent

Barbara

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Perfect location for our trip.
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Barbara, it's wonderful to hear that DoubleTree by Hilton Grand Key Resort-Key West served as the perfect base for your trip. We're pleased that the location was ideal for you. We hope to welcome you back soon.

10/10 Excellent

Sherry

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The transportation to Duval St. Close to walking areas.
Stayed 7 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Sherry, it's wonderful to hear that you appreciated the convenient transportation to Duval St. and proximity to walking areas during your stay at DoubleTree by Hilton Grand Key Resort-Key West. We hope to welcome you back soon!

2/10 Terrible

Pawel

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was dirty massive gaps in doors you can hear everything everyone was complaining about it even the elevator lights didn't work.. not one person I met in hallway was happy to be there
Stayed 3 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Pawel, we regret to hear about the issues you encountered during your stay. Ensuring our guests' comfort and satisfaction is important to us and should never be compromised. Any perceived shortcomings surrounding cleanliness, noise pollution, and maintenance concerns are taken very seriously. Our team members strive to maintain a high standard of upkeep and it's unfortunate this wasn't reflected during your visit. We're committed to improving upon these aspects. We thank you for sharing your experience and we hope for another opportunity to provide a better experience.

4/10 Poor

Lashel

Traveled with partner
Liked: Staff & service, property conditions & facilities
Disliked: Amenities
The bathroom had a roach crawling around that I had to kill. The closet didn't have a door. There was no microwave in the room. The amount I paid the balcony had no space. It felt like a tiny rectangle. The TV was a basic TV where it didn't have where you can watch movies such as Netflix nor a connection to be able to share your screen. The neighbors had a dog that would not stop barking. The staff was very friendly and respectful overall.
Stayed 2 nights in Jan 2024
Response from Customer Service on Jan 13, 2024
Lashel, we're sorry to learn about your recent experience. It's unfortunate that you encountered some issues ranging from unwelcome bathroom companions to the lack of certain amenities in your room. We're also sorry that the balcony space and technology offerings fell short of your expectations. We've noted your feedback about the noise from a neighboring pet as well. On a more positive note, we're glad to hear that our team members were both welcoming and respectful. We truly strive for elevated guest experiences and hope to demonstrate this should you decide to lodge with us again in the future.

10/10 Excellent

Lana

Stayed 5 nights in Dec 2023
Response from Customer Service on Jan 22, 2024
Thank you for taking the time to leave this wonderful rating, Lana! We hope to see you again soon at DoubleTree by Hilton Grand Key Resort-Key West so we can share yet another amazing experience!

10/10 Excellent

Chun, Princeton Junction

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Nov 2023
Response from Customer Service on Jan 13, 2024
Thanks, Chun! It's outstanding your time at DoubleTree by Hilton Grand Key Resort-Key West was fantastic. We can't wait until your next visit!

6/10 Okay

BAIJU

Traveled with family and small children, Traveled with family
Liked: Staff & service
Stayed 2 nights in Dec 2023
Response from Customer Service on Dec 30, 2023
Thank you for sharing your feedback, Baiju.We strive to share an enjoyable experience with all of our guests. We hope to host you again soon so we can share a more memorable visit with you.

6/10 Okay

Frank

Business traveler, Traveled with partner
Disliked: Staff & service
Stayed 4 nights in Dec 2023
Response from Customer Service on Dec 30, 2023
We appreciate you leaving your feedback with us, Frank.While we're glad you enjoyed your stay, we regret that your visit was anything less than ideal. We look forward to sharing a more enjoyable experience with you soon.

10/10 Excellent

Alana

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Customer Service on Dec 27, 2023
Thanks for the perfect rating, Alana!We're pleased to hear that you have fully enjoyed your stay at DoubleTree by Hilton Grand Key Resort-Key West, as we strive to create a full service experience for our guests. We can't wait to see you again soon!

8/10 Good

Burak

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It’s a little bit far to Keywest central which have food&drink and shopping. However, they have shuttle every hour to the central and every hour 20 mins to the hotel. The way is around 20 mins.
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 26, 2023
Burak, thank you for your feedback. We're thrilled that you took advantage of our hourly shuttle service. At DoubleTree by Hilton Grand Key Resort-Key West, our priority is to ensure our guests can conveniently explore all Key West has to offer. Your comments provide valuable insights and we appreciate your time in sharing your experience. We hope to see you return in the future!

10/10 Excellent

Suhasini

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Shuttle
Stayed 3 nights in Dec 2023
Response from Customer Service on Dec 26, 2023
Suhasini, thank you for highlighting one of the convenient services DoubleTree by Hilton Grand Key Resort-Key West provides. Our complimentary shuttle service is indeed a popular feature among our guests. We are thrilled to hear you enjoyed it and we are looking forward to welcoming you back soon!

10/10 Excellent

Abhinay

Stayed 1 night in Dec 2023
Response from Customer Service on Dec 26, 2023
Abhinay, it's delightful to read of your positive experience at DoubleTree by Hilton Grand Key Resort-Key West. We always aim to create a memorable stay for our guests, and we're thrilled we lived up to your expectations. Looking forward to welcoming you back on your next visit.

10/10 Excellent

Dana

Traveled with partner
Liked: Amenities
Stayed 3 nights in Nov 2023
Response from Customer Service on Dec 23, 2023
Dana, it's fantastic to know you had a great experience at the DoubleTree by Hilton Grand Key Resort-Key West. We sincerely appreciate your 5-star rating and hope the next time you're in Key West, we'll be your top choice. Thank you for sharing your review.

10/10 Excellent

Sydney T

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Michelle at the front desk Bravin from Kenya and Atila from Hungary in the restaurant were above and beyond friendly and welcoming. They all had amazing positive attitudes and made it fun to stay. Great vibes and did their jobs well!!! Loved those three!! All people in the hotel industry should take their example!!
Stayed 7 nights in Dec 2023
Response from Customer Service on Dec 22, 2023
Sydney, thank you for sharing your wonderful experience at DoubleTree by Hilton Grand Key Resort-Key West. We're thrilled to hear that Michelle, Bravin, and Atila exceeded your expectations with their kindness and warmth. Remembering notable team members like them truly contributes to our mission of providing outstanding service. We'll share your stellar review with them and it'll undoubtedly make their day. It's reviews like yours that inspire our team to continue delivering great vibes and top-notch service. We look forward to providing another remarkable experience on your next visit!

6/10 Okay

Verified traveler

Disliked: Cleanliness, property conditions & facilities
Hotel had roaches. Moved rooms still roaches.
Stayed 5 nights in Dec 2023
Response from Customer Service on Dec 21, 2023
We appreciate your feedback with the rating. We continually aim to enhance our guests' stay and your input is valued. We hope to welcome you again in the future.

2/10 Terrible

Harold

Traveled with family
Disliked: Cleanliness, property conditions & facilities, room comfort
Key west trip
This hotel looks nice on the outside but inside its old and in bad shape. Our ac didn't work and they couldn't fix it nor provide a another room. The bathroom shower didn't drain and had rust all around the outside of the tub. The carpet looked old and dirty. The hotel and a weird smell about it also. The staff was friendly but would not refund our night only the resort fee. So we paid $292.00 for a room with a non working ac and a rusty tub that would not drain. We had booked 3 nights but decided to leave after the first night. Very disappointed in this hotel.
Stayed 3 nights in Dec 2023
Response from Customer Service on Dec 21, 2023
Harold, we appreciate your feedback. We are scheduled for a complete total hotel renovation/remodel June-Nov 2024. Excited to welcome you back for a refreshed experience.

4/10 Poor

Jeff

Stayed 4 nights in Dec 2023
Response from Customer Service on Jan 13, 2024
We appreciate the feedback, Jeff.We're disappointed your time with us was less than ideal. We do hope you give us another opportunity to share a more positive experience with you soon.

10/10 Excellent

Sabrina

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great helpful staff. Very clean. We would stay here again.
Stayed 3 nights in Dec 2023
Response from Customer Service on Dec 19, 2023
Sabrina, thank you for acknowledging the exceptional cleanliness and the usefulness of our team members at DoubleTree by Hilton Grand Key Resort-Key West. We're thrilled to know that you'll choose us for your future visits.

2/10 Terrible

Xiaonian, Toronto

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
The hotel is poorly maintained and not worth the price. The safe has no battery, fire alarm extremely loud and no announcement, the room is old and looks like the hall way got flooded
Stayed 1 night in Dec 2023
Response from Customer Service on Dec 18, 2023
Xiaonian, we regret to hear that your stay didn't match your expectations. Apologies for any mishaps with the in-room amenities and noise disturbances. We strive to maintain our property to a high standard and continuously make improvements where necessary. We encourage all guests to connect with us promptly if any issues arise so we can promptly rectify them. We hope to have the opportunity to restore your faith in the future.

10/10 Excellent

Kenneth W

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Customer Service on Dec 17, 2023
Kenneth, it's wonderful to see your perfect rating of DoubleTree by Hilton Grand Key Resort-Key West. We're glad to know that your stay with us was satisfactory on all accounts. Thank you for choosing us, and we hope to have you with us again in the future.

6/10 Okay

KATHLEEN

Stayed 1 night in Dec 2023
Response from Customer Service on Jan 13, 2024
Kathleen, thank you for taking the time to rate your stay. We note that there's room for improvement based on your rating and welcome any additional feedback you might have. It's through feedback like yours that we can identify areas to better serve our guests. Looking forward to welcoming you back to provide a more enjoyable experience.