The Reach Key West, Curio Collection by Hilton

Reviews

• GS

  Gregg S

  Jan 2, 2026
  1.0
  The reach key west was absolutely awful. This should sum it up: “4/5 star prices, and 2/3 star quality”. DO NOT BELIEVE THE POSITIVE REVIEWS, THIS PLACE IS HORRIBLE. Look how many 1 star reviews there are!! Believe them!!! As a “Curio collection” Hilton, this hotel did not live up to expectations in any way. Worst Curio we have ever stayed at by far. Most of it feels very worn down and not well kept. Overall the hotel was busy, I think this hotel must be a huge money maker for Hilton, as the prices are HIGH and the quality is below mid level. The poor experience started at arrival- no “welcome to the Reach key west” from the valet, no offer to help with bags, no offer of a bottle of water. When you’re paying $1500/ night I believe this is reasonable to expect. Then onto our room- the toilet didn’t flush properly, the handle in the shower/ tub literally fell off, (it actually fell off!!!! That has never happened to me at a hotel before!!) and the phone in our room didn’t work. (We asked to have the phone fixed twice and it didn’t get fixed either time) Not what you wood expect for $1500/ night. (They did fix the toilet and kind of fixed the shower handle, it was still loose, and almost guaranteed to fall off sometime very soon) And walking around barefoot in our room, our feet turned BLACK on the bottom!!! When is the last times these floors were cleaned?? Service at the restaurant was slow (and it wasn’t even very busy). Food was OK. The valet parking was VERY expensive - $50/ night. As a reference point, earlier this week the Ritz Carlton in Naples charged $40/ night. The ice machine on the second floor is broken, we let the front desk know that it was broken, they said that they knew, and that they were waiting for a part to come in… perhaps put a sign on it? That says it’s broken and where to find another ice machine? Seems pretty common sense to me. The staff were not particularly friendly or helpful. They weren’t horrible, again just not what you would expect at the these prices. I would never stay here again. If you have already booked this place, do yourself a favor and cancel. (If possible I would have rated rooms and service 0 stars) Signed, a most disappointed Hilton Diamond member.
• VF

  Vic Farinas

  Dec 28, 2025
  4.0
  Interesting layout for a hotel. Valet parking is expensive. The rooms don’t do much to block the outside door slamming if you have loud neighbors. It’s a good value compared to other boutique locations but it’s not cheap. Key west during the holidays is busy and pricing is in line with everything else key west. Overall it’s a decent stay but not one of Curio’s best locations. As far as what you can get in Key West it’s among the best in this price range. Keep your expectations in line with the prices, you’re not paying 2-3k per night so you’re not getting flawless. Overall great value.
• MR

  Melissa Resch

  Dec 25, 2025
  1.0
  Disappointed. Dirty. Outdated. Avoid. This is not representative of the Hilton Brand. Paris Hilton would never. Negatives: -Room 207 is loud. It’s next to the alley where the hotel gets deliveries so you get to wake up to loud trucks & backup alarms. It’s a dead end road with a view of the ocean so there’s a steady stream of people turning around after viewing the ocean. -The balcony smells like old grease. It’s directly above the grease trap for the restaurant. -The “ocean view” is looking through power lines and the alley. -The coffee maker didn’t work. I let the front desk know and their response was the outlet wasn’t working and they didn’t have time to fix it. They told me to just move the coffee maker to a new outlet. Not apologetic at all. -The curtains don’t fully block out the streetlights and sun. The curtain is full of holes, ripped and hanging down. -The room is not clean. The floor is dirty and covered in sand. -The toilet leaks and runs. There are gross brown spots around the toilet and wall. -The sink drips. -There is a moldy stench in the bathroom and there is visible water damage. -The towels are like sandpaper. -The ice machine does not work on the 2nd floor. I had to go up a floor for ice. One of the elevators is out of service. -There are extra fees and nothing is included. -The value and level of service do not equal the cost. -The “private beach” is not private. We wanted to reserve a day bed ($200 daily), but there were non-guests camped out directly next to the day beds. -Some staff were rude. Positives: -The beach is beautiful. -Good location. -The room is located near the stairs. The one working elevator is extremely slow. -Some staff were polite. The valet and beach attendant were helpful and outgoing.
• PB

  Preston Bessire

  Dec 23, 2025
  5.0
  My wife and I stayed at The Reach Key West, Curio Collection by Hilton from Thursday, December 18 through Sunday, December 21, and this was one of the most well-run resort stays we’ve had in Key West. Before arriving, I reached out with specific questions about room placement, balcony size, sunrise versus sunset views, and the overall layout of the property. Every question was answered clearly and promptly—often within a day—and without vague or canned responses. That upfront transparency made planning easy and set realistic expectations before we even arrived. We arrived around 1:00 PM and walked into a quiet, organized lobby with no wait. Check-in was efficient but not rushed. The front desk team explained our American Express benefits clearly and printed out how the daily $36 credit ($18 per day) would be applied. Having that in writing eliminated any uncertainty and showed thoughtful attention to detail. Several team members stood out for very specific reasons: Ronald – Front Desk Manager Ronald was consistently present and engaged throughout our stay. He followed up on pre-arrival communication, ensured details were handled correctly at check-in, and remained visible on property afterward. Nothing felt overlooked, and his leadership was evident in how smoothly the front desk operated. Abby – Media Consultant Abby personally reached out while we were on property to check in and make sure everything was going well. It didn’t feel scripted or promotional—it felt genuine. That kind of personal follow-through leaves a lasting impression. Cassie – Concierge & Excursion Coordinator Cassie assisted us quickly during check-in without slowing the process down. She provided clear guidance, answered questions efficiently, and respected that guests are often eager to get settled. Bell Services Team The bell staff went beyond helping with luggage by showing us the fastest route to our room using the pool-level elevators. Given the older layout of the property, this advice saved us time every day and made moving around the resort much easier. Dining – Four Marlins Oceanfront Dining We ate at Four Marlins multiple times, starting the first night, and the quality was consistently strong. This is not a typical hotel restaurant. Eve – Restaurant Host Eve was often the first person we interacted with when entering the restaurant. She greeted guests calmly and warmly, even during busy periods, managed wait times clearly, and treated everyone with patience and respect. Her demeanor set the tone for the entire dining experience. Jeremy – Server Jeremy was attentive, personable, and detail-oriented. I have food allergies, and he took the time to understand them, communicate clearly with the kitchen, and confirm everything before it came out—all while keeping the experience relaxed and enjoyable. Lisa – Breakfast Service Lisa frequently served us during breakfast and was consistently attentive without hovering. She kept drinks filled, checked in at the right moments, and shared helpful insight about the property when asked. Because of the staff and overall consistency, we chose to eat at the Four Marlins multiple times instead of going elsewhere. After trying Key lime pie at several popular spots around the island, we both agreed the best one we had was at the hotel. We later learned it’s award-winning, which made complete sense. The tequila pie was also excellent. Our oceanfront room with a larger balcony was well worth it. Sunset views were beautiful, but sunrise was the highlight. The pier makes it incredibly easy to watch sunrise, and we noticed locals arriving specifically for that view. The room stayed cool and comfortable, the bed and pillows were supportive, and everything functioned properly. The bathroom was smaller, but clean, modern, and well lit—understandable for an older property. Overall, this is a well-managed resort with a team that clearly cares about execution, not just appearances. A sincere thank you to Ronald, Abby, Cassie, Eve, Jeremy, and Lisa for making our stay memorable for the right reasons.
• RR

  Renata

  Dec 19, 2025
  1.0
  I was very disappointed with my stay, especially given the price point and the expectations that come with a Curio-branded property. From the moment I arrived, I felt judged and not believed. Staff initially questioned whether I had a reservation, and then suggested I had booked third party, and overall treated me with suspicion rather than professionalism. As a side note there was a nice man at the front desk who was friendly and trying to make it better so then I felt like it was going a good stay. Security was present in the office and lingering in a way that felt unnecessary and uncomfortable, which only added to the feeling of being intimidated rather than welcomed. In the morning when I was about to get showered, the most basic issue occurred: the shower did not work. The handle actually fell off, leaving me without running water to take a shower. For a hotel at this price, having a functioning shower is non-negotiable. When I raised this with the manager, I expected empathy or at least an apology. Instead, he turned the situation around and implied that I was harassing staff or being difficult almost like a 'Karen'. He was unapologetic and dismissive, and the only solution offered was to move me to another room — which wasn’t helpful given my schedule because I had to leave. What was most concerning was how normal he seemed to think this issue was, as if non-working water was acceptable that is just insane to me. He was not understanding that my stay wasn't the greatest and I was trying to reason with him. After that interaction, I chose to leave through a different exit because the situation had become so uncomfortable. Unfortunately, I encountered the same manager again at the the elevator, greeting guests (which I kind of expected considering I was being kind of harassed at this point) as I watched him below me which felt unnecessary and further added to the discomfort, like he was sending me off with sarcasm. And of course security again in the lobby. It was like they were bored and decided to pick on me for complaining. Even at the restaurant, my experience was off. I tried to give polite, constructive feedback about slow service, but the manager immediately asked for my room number, which made me feel like I was being documented rather than listened to. Overall, the lack of empathy, the intimidating tone, and the failure to resolve a very basic room issue made this stay extremely unpleasant. I’ve honestly received far better service at lower-priced Hilton properties. When you pay this much, you expect professionalism, respect, and at the very least, working water.

Frequently Asked Questions About The Reach Key West, Curio Collection by Hilton