The Reach Key West, Curio Collection by Hilton

We enjoyed dinner at the resort one evening, and it was a highlight of our stay. Everything was exceptional—from the cocktails and entrées to the delicious key lime pie. The food, atmosphere, and service made for a wonderful dining experience.

Unfortunately, our stay did not meet expectations. The resort felt quite dated and in need of refurbishment. The pool area was smaller and less inviting than anticipated, with limited sun loungers and no poolside bar, which was disappointing for a resort-style property. We had booked and paid extra for a King Ocean View Apartment; however, the room primarily overlooked the pool, with only a small glimpse of the ocean visible in the distance. While the staff kindly upgraded us to a more appealing room, it still faced the pool with the ocean only in the background rather than offering the ocean view we had expected. The check-in experience was also frustrating. After waiting in line at reception for around 20 minutes, we were informed that our room would not be ready until the standard 4:00 pm check-in time, despite having already paid for early check-in. Overall, the property did not provide the experience or value we were expecting based on the description and room category booked. We booked through Booking.com, and when we raised our concerns about the room allocation, staff advised that there have been ongoing discrepancies between the room descriptions and images displayed on Booking.com and the rooms guests ultimately receive. This was disappointing, as the accommodation provided did not align with our expectations based on the listing we booked. One additional consideration for future guests is that the resort is quite spread out, and depending on your room location, you may have a considerable walk to reach your accommodation. We would recommend packing as lightly as possible, as luggage carts were limited during our stay and assistance with transporting bags to and from rooms was not always readily available.

Location, the pool and the beach, rooms were ni w inside

Our ocean view...not the pictured view that I wanted for the extra cost

The property was wonderful. So relaxing and staff was so helpful and accommodating. Restaurant downstairs was great too. I loved everything about The Reach.

N/a

Me gustó la ubicación y muy limpia la habitación

La piscina no estaba muy limpia

We had an amazing stay. Tom Gilpin at guest services was super helpful. He made our stay so pleasant & Koke, the security officer was eager to help and got us on the shuttle to Casa Marina. Everybody at this place was super helpful and we couldn’t have asked for a better honeymoon!

Great experience! Laray was great in the gift shop!

Very friendly staff, amazing breakfast, good cocktails, clean, nice pool, beautiful beach, stunning location

My recent stay at The Reach Hotel in Key West was one of the most disappointing hotel experiences I've had, especially considering the premium rates, the Hilton branding, and our loyalty to Hilton as Hilton Grand Vacations members. From the moment we arrived, things went downhill. We booked and paid for an Ocean Front Suite, only to be told at check-in that we were being given a standard king room instead. There was little effort made to resolve the situation, leaving us feeling misled and frustrated before our vacation even began. The condition of the property was unacceptable. During our entire stay, there were two separate areas of vomit on the property that were never cleaned up. Seeing the same mess day after day was both disgusting and indicative of a serious lack of attention to cleanliness and guest experience. The room itself was far below expectations. The shower tile had visible mold, the bathroom floor tile was covered in scuff marks, and the shower door would not close properly and was extremely difficult to open and shut. The towels looked like they had been in service for years—old, dingy, rough, and certainly not what you'd expect from a resort charging luxury prices. To make matters worse, the hotel manager questioned our honesty regarding a bar charge that was not ours. Rather than approaching the issue with professionalism and customer service, we felt as though we were being accused of attempting to avoid legitimate charges. It was an uncomfortable and unnecessary interaction that left us feeling disrespected as paying guests. The pricing practices only added insult to injury. The hotel seems determined to squeeze every possible dollar from its guests, charging $50 per night for parking and an additional $60 per day resort fee. Considering the poor condition of the property, cleanliness issues, and lackluster service, these fees feel excessive and unjustified. What is perhaps most disappointing is that we are Hilton Grand Vacations members who have invested significant time, money, and trust in the Hilton brand. Experiences like this cause us to seriously question the value of that relationship. If this stay is representative of the standards Hilton is willing to accept at one of its flagship Key West properties, we will be seriously considering whether to continue our Hilton Grand Vacations membership in the future. The Reach markets itself as an upscale beachfront resort, but our experience fell far short of that promise. Between the room issues, cleanliness concerns, questionable customer service, and relentless extra fees, this property did not deliver the quality, service, or value one would expect from a Hilton hotel. We left feeling disappointed, frustrated, and far from valued as loyal Hilton customers. I would not stay here again and would strongly encourage prospective guests to look at other options in Key West.