The Reach Key West, Curio Collection by Hilton

Reviews

• PT

  Prabhu Thomas

  2 days ago
  1.0
  The reason for the 1star. First off we stayed at the oceanview king room. Every night after 10 or 11pm the A/C kept shutting off and it was hot. We stayed there 3 nights I thought it would get better by the 2nd night. It didn't. We should have mentioned this right away. Then we ordered a coconut cream burger from four Marlins restaurant they gave me that in a plate to take upstairs to the room and we payed with my credit card right away. Once we checked out I noticed this charge and I asked them what it was and the guy at the check in area told me they would have to investigate with restaurant before they can give the money back and he can't do anything about at the time of check out. Then someone from the hotel reached out and I told them about this and their answer was we are still going to charge you the money until I can prove that I payed for that bill from the restaurant. To me that is ridiculous especially when you pay $1600 for 3 days then for them TO ACCUSE YOU OF NOT PAYING FOR THE DESERT. THAT MAKES NO SENSE BECAUSE WE HAD ALREADY PAID FOR IT. I TOLD THEM THEY KEEP THE $32. THIS IS NOT HOW A HOTEL LIKE THIS SHOULD BE BAHAVING TOWARDS THEIR CUSTOMERS. WILL NOT RECOMMENDED THIS HOTEL AND THE PEOPLE ARE RUDE OVER SOMETHING SMALL. WORST EXPERIENCE. THANK YOU FOR NOTHING.
• BK

  brooke kerce

  4 days ago
  1.0
  I have two different experiences here at the reach, both of them awful. One of them for my WEDDING. May 24th 2024, we had our wedding reception dinner at the four marlins restaurant. Most of the guests waited over an hour and a half for their food. The kitchen or server somehow messed up everyone’s order for fish as chicken, so they were all served the wrong dish and then had to wait a very long time for their correct order, and the servers/management did not seem to care at all. I am sure my mother took care of it, but if you plan on having a special event like a dinner after you get married, don’t come here!!!!!!! There is more to this story. The first week of October 2025, I was sent on a work trip and work booked me this hotel. (Based on previous bad service at my WEDDING, I didn’t want to come back but here I was) The front desk associate, Sophia was nice at first, but I guess she lied to me to just make me go away and not be her problem anymore. The hotel reserved a $1000 hold on my debit card, I was only privy to a $300 charge for a resort fee that was listed in the booking, I was completely unaware of a $200 per night soft hold. Once I realized this hold on my account, I asked Sophia if we could reverse it and get it put onto the company card instead. We signed the credit card acknowledgement form and it was sent to the VP of the company I work for. Later that night, Sophia said she received the acknowledgement and everything was taken care of. (That was a lie I guess or they just rip people off) The hold was never removed from my account, Sophia said she reversed it on Monday Sept. 29, come Monday Oct 6th, a whole week later, the charge was still on my account, so I called the resort. The resort said it was my bank not releasing it, I called Wells Fargo, they said that the company never released it. So I called the resort back again, I spoke with Foster who was the most condescending, rude, and unhelpful hotel associate I have ever spoken with. While explaining the situation, all foster would tell me is that it is put back immediately upon checkout. I re-explained that it should have been put back on Monday based off what Sophia told me, he told me that I am not understanding and said “let me tell you how a hotel works, okay, when you stay at a hotel, there is going to be a soft hold on your account for incidentals, then it gets returned to your account once you leave.” As if I did not understand what a soft hold is, or that I don’t know “how hotels work” I then told foster that I do in fact know how hotels work, I’ve stayed in many hotels across the country, many different Hiltons at that, and that he does not need to speak to me like I am stupid. I tried to explain for a third time that even if I had the charge reversed at checkout, it was still past 48 hours since I checked out, and the $337 resort fee should have been taken from the Company card that Sophia said she collected. I made a claim with my bank account to get these charges reversed, and then I made a call to Jethrow, the hotel manager, to clarify whether or not the company card was charged an additional $337 resort fee. I never received a call or email back about this. The hotel itself is beautiful, but the staff working there 👎🏼👎🏼👎🏼👎🏼👎🏼 On top of all of this, during the 1 week stay, two of these nights we had a weird experience with the bartenders, one night the male bartender was so mad bc “nothing was stocked” that he broke a bottle while making a drink because he was slamming bottles so hard. The next night, I was greeted by the red headed bartender with “what do you want”. She was also pissed that “nothing was stocked” so after spending thousands, we want a drink by the bar and look at the water, just to be greeted rudely and then listen to an angry bartender??? Yikes. Not a vibe. Nothing better than spending thousands of dollars to be spoken to like you’re a problem and listen to bottles being broken because everyone is angry!! Not a vibe! Don’t ever stay here!!!!
• AK

  Al Kaufman

  Nov 17, 2025
  1.0
  We had a terrible experience with this hotel. We could not get housekeeping to clean our room. We would request housekeeping at 9:00 am and return at 4:00 pm to a dirty room. This happened over a 4 night stay. My wife had to request fresh towels, coffee, soap, toilet paper and for someone to come up and empty the garbage daily. Mind you we were paying $763/night for our room!!! In addition, they billed me for Valet Parking that I never used. I am disputing this charge and requesting a refund for my stay.
• CH

  Crispin Hodges

  Nov 15, 2025
  1.0
  An awful experience at The Reach. We booked for a quiet weekend as part of our honeymoon having travelled from London to Key West, and when we checked in were informed that a room with a king size bed was unavailable but might be on Saturday. What they did not advise at any point was that on Saturday there would be an incredibly loud wedding party right outside our room with a very loud band until 10pm with no warning, no courtesy, no advice this would be happening. We have had lovely experiences in Miami, lovely experiences in all restaurants and excursions throughout Florida but the experience of The Reach by Hilton has been nothing short of appalling. The manager didn’t even care and just said “we will remove the resort fee”. The noise levels have been recorded by my wife to share on social media. Suffice to say Key west is glorious, and the people in key west are delightful but the Reach is a disgrace. There is no courtesy to inform guests about loud wedding music parties outside their room so if you wish to enjoy Key west the safest option is to avoid The Reach 100%. So many other delightful places with real customer service. Just avoid The Reach.
• VK

  vaibhav kothari

  Nov 10, 2025
  4.0
  I stayed here for 2 nights and the property is very good. I had a issue a with cleaning but they helped with that. The breakfast is truly amazing, It is expensive and wish it could be comparable to other resorts. The parking is also very expensive. I was lucky to get free street parking next to hotel but 50 per day for parking is too much. Lot of other resorts have free or much better pricing. But i would recommend this to anyone.

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