Casa Marina Key West, Curio Collection by Hilton

Reviews

• JL

  John Lang

  2 days ago
  2.0
  At check-in we discovered we accidentally used a 3rd party for our reservation. We then learned the suite we booked was not the room Casa Marina could provide. The room we were provided was one of the worst hotel rooms we have ever stayed in. Hilton could easily block the arrange.ent with these 3rd party booking sites but chooses not to. At a minimum The Casa Marina could have notified us. The Front Desk would not offer another room. We then asked if we could upgrade for our second night. The Front Desk never contacted us. We had to return for the 3rd time to the front desk after seeing our room available online. When we got to the front desk the room was not available. I have canceled my Hilton Honors account. There are too many options and Hilton I have to believe is doing so well the customer is no longer important. The Hotel and grounds were beautiful.
• NM

  Never too late to Make new mistakes

  6 days ago
  4.0
  I agree with many of the comments i have read. Elevators are down. Food is expensive, i believe a glass of champagne is $50. I asked for a ceramic coffee cup for my room and was told to buy one in the gift shop? or I could buy a cup of coffee in the restaurant to get a ceramic mug. The service is spotty. some people are engaged and loving the customers. Some not so much. I requested my umbrella get shifted to provide some shade and an officious supervisor told me that accommodating me risked the umbrella may blow away if the wind picked up. All in all this is not Hilton standards of service. It seems unorganized maybe? The valet at the door should be taking charge. greeting & guiding guests to/from the hotel. The private parties take precedence all over the property- The beach is great. housekeeping has been eager to please. Lots of upselling for chairs/ umbrellas at the beach and cAbanas at the pool. Love our view from the room, love the beach. I would come back. The hotel does need to improve their customer service.
• SR

  stephane raynaud

  Jan 5, 2026
  2.0
  Well, read this review with the mindset of someone who paid $1,400 for one night and not as someone redeeming Hilton points, which I can only assume is the majority of people there. At this price, I expect luxury, nothing less. Arrival was perfect, the place actually looked really lovely. But then, we get to the room to realize there is a wedding happening in the middle of the hotel (right in the middle of the property). That's the first mistake from management: please, when someone books a room with you and hopes to enjoy a pleasant, luxurious beach atmosphere, and you have a big event planned, email your guest in advance. Hear me right, there is nothing wrong with hosting a wedding, but you need to let people know their stay will be affected before they come! I would definitely have cancelled if I had known. The music until 10:30 pm was definitely not what I expected in terms of atmosphere. Second, at 5 pm, I wanted to have a beer and an ice cream for one of my kids. I tried to get a table, but the staff clearly told us that all the tables were being set for dinner and that it was "easier for them" this way (again, remember that I paid $1,400 for this!). After inquiring about how I could accept this level of service, they reluctantly agreed to give us a table to which no one attended until I reached out for a server, who brought a dessert menu with no ice cream, forgot entirely about the beer I ordered, and somehow disappeared… We left frustrated and a little bit dumbfounded by such poor attention to customers. I have NEVER seen this anywhere else, especially at this price. Finally, another puzzle for me is who on their right mind put a truck in front of a beach-facing room, ruining the room's best feature (see picture)? When I went to the concierge to inquire about the wedding, I initially thought the truck was part of the wedding, but no! It's there permanently. I laughed (well… cried) internally. While such a truck is sometimes regarded as "cool" in the US, it's actually a reproduction of a vintage French working truck… So I ended up paying for a fantastic view of the beach, massively hindered by a 70s Joe the Plumber working truck… with great 'wedding' music (shake it! Shake it!)… The next morning was much nicer, but the 1st-day experience made us avoid any interaction with the staff there. So, here is my take: If you get in there for free with points, that's a great reward and great location. If you seek a luxury hotel that knows how to cater to luxury guests, this hotel is definitely not it. And get room 108 only if you prefer looking at vintage French Trucks more than looking at a beach. I won't come back.
• TT

  Tara Trenney

  Dec 29, 2025
  5.0
  My family and I (5 of us, 3 young children) just got back from a stay at the Casa Marina over Christmas and I can't say enough wonderful things about our stay! The hotel was beautifully decorated for Christmas, with trees and lights everywhere. The nice gentlemen who checked us in were great-they gave my 2 daughters stuffed animals as we checked in, along with the sheet to find all the elves on the property. We arrived early, before 10a, so our room was not ready but they had no problem storing our luggage for us and letting us use the facility amenities before accessing our rooms. We went to the Family Pool (which, if you are traveling with children, is so nice to not have to worry about if your kids doing cannonballs into the pool are disturbing those on an adult vacation who are looking for some peace and quiet-they would be at the Adult Pool). The wait staff at the pool were friendly and timely with our order. The front desk called when our room was ready (early) and accommodated our request to have adjoining rooms with my in-laws no problem. The activities director, Ayla, was fantastic and had a schedule of fun activities for our older 2 children throughout the days. They showed Christmas movies on a big projector each night on the turfed area of the lawn (also awesome for my son to play soccer on throughout the day). The beach was beautiful, well maintained! The hotel is a close 10. minute walk to lower Duval street. We had an absolutely amazing stay in Key West at the Casa Marina! My kids want to go back every year for Christmas! Thanks for such a memorable trip!
• RJ

  Rihanna Jan

  Dec 26, 2025
  1.0
  We are beyond disappointed with how Casa Marina Resort handled a very serious situation. Not only was the incident itself unacceptable, but the complete lack of follow-up made it even worse. While we were at the beach by the resort, we briefly stepped away to watch the sunset. During that time, a staff member/attendant took our personal bags and threw them away without our consent. When we returned, our belongings were gone. The items in the bag were worth over $400, and they were simply trashed as if they meant nothing. We immediately asked staff for help and were told a report would be written. We followed the proper steps, expecting at the very least a call or email from a manager. To this day, we have received no communication whatsoever no apology, no explanation, no accountability. The way this situation was handled shows a complete lack of professionalism, care, and respect for guests. Losing personal belongings is one thing, but being ignored afterward is unacceptable. We were actually visiting Casa Marina because we were considering it as a potential wedding venue in the coming months. After this experience, that is completely out of the question. We will never return and will absolutely be informing our friends and family of how poorly we were treated. This was a deeply frustrating and disappointing experience, and Casa Marina should seriously reconsider how their staff handles guest belongings and how management responds when serious issues arise.

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