DoubleTree Resort by Hilton Hotel Grand Key - Key West

Reviews

• JD

  Jason Drum

  Jan 1, 2026
  1.0
  1 elevator, very slow. 1 elevator out of order. Hot tub- no jets, broken timer? Doesn’t work. Pool area. All drains clogged on pool deck and water over drains in outdoor restrooms entire stay. Shuttle service-they tried. Spent $100 on Ubers to back to hotel several times because shuttles were full. Beach- no complimentary beach chairs, sold out. Beach shuttle- they tried at least. Charged for parking, did not have a vehicle at resort. Had to get refunded after charged. 4 night stay=$4000. Horribly over priced. Rooms were sub par. Room was serviced 2 times, no service day 3 and check out day 4. Shower/toilet/bathroom was cramped and horrible layout. Patio door heavy and extremely difficult to lock. Prepaid breakfast- you get the Buffet. They have a menu and made to order is cheaper than Buffett but you can’t have that. Also waited 10-15mins every morning except one for a table. When you pay $864/night plus tax you have a certain expectation. Resort was clean and was well staffed. Would have given 5 stars if it was $150-$200/night with breakfast, but it’s not.
• MS

  Minnah Shergill

  Dec 27, 2025
  5.0
  Great place to stay, we did not get breakfast option to keep it simple and budget friendly. Pool was decent with a hot bath pool on other side. Rooms were clean, modern, and maintained. Kids had fun. Shuttle service was great and very frequent (added shuttle schedule). But it fills fast and they add extra shuttles depending on volume. Complimentary coffee was available in lobby till noonish. They did host a complimentary meet and greet with Santa plus fresh cookies and hot cocoa.❤️🙌 Not a walking distance to village, so get the shuttle 😁 Staff were awesome and responsive. Internet was a bummer though. 5G barely worked, and wifi was weak.
• KL

  Kath Leen

  Dec 24, 2025
  1.0
  My review is for a Resort Pass experience. Super upsetting that I paid for a cabana for the day, but was told I wasn't allowed to order directly from the pool bar/restaurant. I was told by the bartender working on 12/23/25 that I wasn't allowed to purchase food or beverages and instead had to wait for the poolside service. By the time I got my first drink I had been at the resort for more than an hour and 30 minutes. THIS IS PREPOSTEROUS. I had no issue with getting up and getting my own food and drink - they had one guy, and he was clearly not just working the pool area. But I WAS NOT ALLOWED. The bartender said they only accept room numbers for payment. Resort Pass says that food and drink are available for purchase from the pool bar and restaurant. I guess that means only if you want to wait in excess of 90 minutes of your arrival to be allowed to get anything. If you do a lot of Resort Passes like I do, skip this one. Not worth it. I left early. A guest asked me if I was local and what I was up to (because I was leaving with a beach bag on the shuttle). I told her about Resort Pass and what happened and she said, "that's absolutely ridiculous!". Told her I couldn't agree more. If you're in Key West with a day to kill, try Ocean's Edge! Absolutely fabulous.
• PM

  Paul Mullen

  Dec 23, 2025
  3.0
  Stayed 12/13 through 12/20/2025. Nice establishment. Everything was fine until Wednesday. Stopped at front desk to have housekeeping refill conditioner at their convenience. Not done, found 2 extra soap bars instead on Thursday. Friday no housekeeping to room. I was gone from 10:30 AM until 3:15 PM. Bar service at Tiki Hut was terrific, as was the dinning experience at the Tiki Hut and on site restaurant. Nice selection of food from menu. Pool Nice and enjoyable, staff takes great care of pool area. Free shuttle to and from airport, on demand, about 5 minutes, as well as a shuttle to Duval St, leaves hotel on the hour, until around 11PM, travel time about 20-30 minutes, depenfing on traffic. Drops you off about 2 blocks from Duval St, near Mallory Square, pick up same location. Shuttle's fee's are in the resort charge.
• VA

  Veronica Azucena

  Dec 21, 2025
  1.0
  I’ve never witnessed behavior like this from a hotel employee, let alone a front desk manager. A guest was already approached by security and told to turn the music down which he complied with. Literally 15 minutes later, the front desk manager stormed over, yelling and cursing at the guest, escalating a situation that had already been handled. There was absolutely no reason for the aggression, the foul language, or the confrontational attitude. This was not de-escalation this was intimidation. Guests should never be spoken to this way, especially by someone in a management position who is supposed to represent the hotel professionally. If this is the standard of leadership and guest relations here, I would strongly reconsider staying at this property. Completely unacceptable. ********** RESPONSE TO OWNER********* How dare you dismiss my experience and imply that I am not a credible or trusted guest. To state that this incident did not occur when it very clearly happened to us! is not only insulting, it is deeply hurtful and infuriating. What has been completely overlooked is that after the incident, multiple guests independently approached us to express that the behavior we witnessed was unacceptable. A group of mothers who were present with their young children during a late swim shared that they found the music pleasant and genuinely believed it was part of the hotel’s atmosphere. Their reaction stood in stark contrast to how the situation was handled. To have my experience flatly denied, my character questioned, and my complaint treated as though it were fabricated is unacceptable. The manner in which this situation has been dismissed raises serious concerns for me, including whether implicit bias or race played a role both in the original interaction and in how my complaint has since been trivialized. That is not a conclusion I reach lightly, but your response leaves no room for any other interpretation. At this point, it is clear my complaint is not being taken seriously and is instead being treated as a joke. As a result, I will be escalating this matter to Hilton Corporate. This response does not reflect the professionalism, accountability, or respect that a Hilton property claims to uphold.

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