Ratings based on 2,054 Verified Reviews

4.1 out of 5
82% of guests recommend
4.3 Room cleanliness
4.1 Service & staff
4.2 Room comfort
4.1 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler

Perfect

Posted Oct 16, 2017
It was everything I was looking for. I had an excellent stay.
Comment from Hotel Management
Oct 16, 2017 by Customer Service, Hotel Management
Thanks, Anonymous! It's outstanding your time with us was stellar. We can't wait until your next visit! Have a spectacular day!
3 out of 5
by A verified traveler from florida

Nice location

Posted Aug 21, 2017
Old building, needs fresh paint , for 5 star resort did not have better furniture, like in the pool, the cushion were old and you can tell that they were not clean for next morning, needs more staff for attention to public.
Comment from Hotel Management
Aug 22, 2017 by Customer Service, Hotel Management
Thank you for sharing your feedback, Andrea. We're disappointed to hear you were unsatisfied with your stay. We strive to provide our guests with a wonderful experience from beginning to end so it's great you enjoyed our prime location. Please know your feedback regarding our services and furnishings will be addressed with the appropriate members of our team so we may improve for the future. We hope you'll give us another opportunity to provide you with the quality experience we're truly capable of sharing with our guests. Thank you again for the feedback.
1 out of 5
by A verified traveler from Boca Raton FL

Stay away

Posted Aug 18, 2017
I had my worst hotel experience. I travel all over the world and I have not had roaches in the bed ever! I messages the Waldorf and they were going to contact me and they have not done so yet. I will stay away from them and hilton....
Comment from Hotel Management
Aug 20, 2017 by Customer Service, Hotel Management
Thank you for sharing your feedback, David. We're very disappointed to hear you're dissatisfied with your stay. Providing our guests with a great experience is very important to us. We truly value your feedback and we'll address it with the appropriate members of our team so we may improve for the future. Could you please share with us your contact information so that we can further discuss this situation? We hope you'll give us another opportunity to provide you with the quality experience​ we pride ourselves in providing. Thank you again for taking the time to share your feedback.
1 out of 5
by A verified traveler

Do not recommend staying at the Reach Hotel.

Posted Aug 1, 2017
Pros: absolutely nothing
Cons: Hotel Management
Booked an ocean front king for the first weekend of July. Night Manager tried to force us to stay in room 303 which is next to giant airducts that were so loud you couldn't hear inside the room and the walls shook. When we complained he tried to force us to take a 2nd floor handicap room overlooking the pool. We objected and booked a room at another Waldorf facility Casa Marina. The same night manager charged us $ 400+ dollars for one night's stay which we challenged with AMEX. The Waldorf/Hilton people apologized but did not remove the room charge, so they wanted us to pay for not only Casa Marina, but for the night we didn't stay at the Reach. The Reach Hotel and Hilton should be ashamed to have management in place that would allow such actions.
Comment from Hotel Management
Aug 3, 2017 by Customer Service, Hotel Management
Dear Guest, we appreciate your feedback. It's unfortunate your stay in our hotel was less than ideal.  We're disappointed you had such challenges with our management team and that we couldn't assist you in every way.  Your experience is not on par with the high-caliber service we're capable of providing so we'll be sure to discuss your review and feedback moving forward. Thank you again for the valuable feedback.  We do hope to see you again soon so we can share a more positive experience with you.
1 out of 5
by Ted

No air!

Posted Jul 20, 2017 on Hotels
The air conditioner went out. We were without air for over 3 hours then they decided to relocate us so this took half our day.
Comment from Hotel Management
Jul 27, 2017
We appreciate the feedback, Ted. It's unfortunate you had such challenges during your stay with us.  We're disheartened our temperature control system didn't meet your expectations.  We hold ourselves to a higher standard so we'll address your concerns with our team moving forward. We hope you allow us the chance to host you again soon for a more positive experience.
3 out of 5
Recommended
for Everyone
by A verified traveler from new jersey

Great place except Aircondition

Posted Jul 18, 2017
Loved hotel except on last night of our stay Aircondition broke in Hotel and had to be relocated to another hotel at midnight kind of put a damper on the last night of our stay
Comment from Hotel Management
Jul 31, 2017 by Customer Service, Hotel Management
We appreciate the feedback, John. We're disappointed your time with us was less than ideal. We care deeply about the comfort of our guests so we regret the inconvenience you faced due to our temperature control system in your room. We'll be sure to address your concerns with the appropriate members of our team moving forward. We do hope you give us another opportunity to share a more positive experience with you soon.
4 out of 5
by Dawna

Overall, lovely!

Posted Jul 16, 2017 on Hotels
Overall, it was fantastic! Many people say this is not up to the standards of a Waldorf Astoria. I think you have to consider location. It is Key West not New York City or Beverly Hills. The room was beautiful and well appointed. The labyrinth to the rooms is a little odd in that you see the parking, laundry collection, etc. Some decorative screening would serve to mask this. We booked an ocean view with balcony and I think we had one of the best. We arrived 3 hours from check in and we waited every minute of that 3 hours to get our room. We brought groceries and were told they would store them. When the bellman brought our luggage our groceries were not there. They were left in the lobby where we left them unrefrigerated. They comped us breakfast at their sister hotel which was lovely and a good compensation. We had THE BEST poolside cocktail server, Katie. There were not enough umbrellas for all guests at the pool. A little snag where a couple "reclaimed" their umbrella after leaving and coming back. Not long after we were able to get another but in the meantime the manager came to offer us one of their cabanas for our "trouble". Because we found an umbrella we declined the offer but it was well handled. We spent A LOT of time at the pool. This is a family friendly hotel so don't book here if you don't like kids in the pool and running around. Drinks are over 10.00 each. We brought snacks and drinks from our room and bought drinks as well to balance out.
Comment from Hotel Management
Jul 27, 2017
Dawna, we appreciate your feedback!  We regret to hear about the inconveniences you experienced during your stay. However, we're thrilled that our team could assist you in any way to ensure they resolved the issues! It's wonderful that you overall had an enjoyable time while staying with us. We hope to welcome you back again soon! Have a great day!
5 out of 5
by Alyssa

Posted Jul 13, 2017 on Hotels
Comment from Hotel Management
Jul 28, 2017
Dear Guest, Thanks for the perfect rating! 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. Have a wonderful day!
3 out of 5
by A verified traveler

Disappointed....

Posted Jul 12, 2017 on Hotels
I was really disappointed with my stay at the reach. The room was not that of a upscale hotel or resort. The shower was old and dingy, there were chips in the furniture and to top it off we found a dirty pair of underwear in our room (gross). The valet service was also very slow. I tried calling the valet station prior to leaving the room but I could never get anyone to pick up. The pool and beach area was nice so that was a plus but overall I was disappointed with this hotel.
3 out of 5
by A verified traveler

Posted Jul 5, 2017 on Hotels
The room not very clean and clean service did not do a good job of cleaning the room each day. They left a dirty sponge in the bathroom and never picked up a plastic bag that was on the floor. The sheets had dried blood on them which is extremely gross and should be thrown in the garbage. The shower backed up all it needed was draino if the maid actually did her job you would know this. I could take these complaints to the news because of how unsanitary these things are and BIG disappointment for the Hilton and the name Waldorf Astoria - thought it would have been as nice as the website said it was. Again huge disappointment.