The Reach Key West, Curio Collection by Hilton

Gorgeous location on the water with palm lined grounds. Rooms have been refreshed and the balconies are a bonus. Staff is lovely. Can'tunderstand negative reviews here.

Nothing

Location was good.

Restaurant was poor value. Service at the bar and drinks were poor. None of the lines for housekeeping, front desk or room service were answered. An email I received stated that masks were required. This was not true. This may have been true during the pandemic but to tell guests this now is careless and shoddy. Towels at the pool were unavailable after about 4pm but this is the time of day when I like to go.

The Reach is Casa Marina's sister resort. A smaller more intimate vibe than the grandiose Henry Flagler original. We booked last minute for a celebration of life and left with conflicting feelings. I'll start with the negative and end with the positive. The negative began with small things. No recognition of Diamond Hilton Honors upon arrival, which after working for their largest competitor for 5 years, is honestly a very simple way to place a bad taste amongst first impressions. NOT a huge deal on my end but many others might disagree with me on this. We were given a very small intro of the resort with limited information while the couple next to us was given a well rounded explanation of amenities, things to do, etc. by a different employee. Again not a huge issue FOR ME, just something to point out when a hotel is charging $400-$500 a night maybe some front desk training on arrival experience might increase the fanfare. One elevator was out the whole weekend being fully booked for a wedding which caused quite the delay. Stairs are located throughout the property so was thankful for that. The towels were itchy and very hard. We found a few stains on our duvet cover. And noticed a few construction faults along the staircases making me sometimes question how structural sound they were. Okay, so just some things, the reason why a star two review you may ask? Billing and departure experience. I explained all the above to the first desk attendant and was given a "sorry." No empathy. No explanation. No thank you for letting us know. Just handed my bill and told sorry for not meeting my expectations. SO here comes the kicker, I noticed on our bill that we were charged wildly different room rates for our two night stay. $575 and $415. The app clearly stated $415 per night. The second desk attendant tried convincing me that the $575 for the Saturday was the price WITH tax included and the $415 was the base price. Well, being a previous front desk attendant I pointed out the $575 was listed and then underneath was all the taxes for that $575 rate just like the $415. Wildly different taxes since it was a percentage of the total room rate. After much back and forth, and some frustration, he finally agreed I was right. If I didn't closely check my bill and have taken pictures of the GUARENTEED room rate on hand, I couldn't imagine trying this endeavor over email or phone. Honestly, it was quite deceitful and staff should be trained to immediately recognize room rate inconsistencies. I NEVER book third party for this reason, and book directly with Hilton which guarantees your room rate. I had the email confirmation and the screen shot from the app and STILL was told twice that the $575 was correct. All in all, it was corrected and for our troubles were waived the resort fee. Honestly, I can't stress how difficult it was IN PERSON to get this corrected yet alone couldn't imagine doing this over the phone/email. CHECK YOUR RATES! Screenshots, emails, and NEVER BOOK THIRD PARTY. Advice to the hotel, for $500/night please train your front desk staff better! SO yes the ending put quite a terrible taste in my mouth what would've been a 4 star star turned to 2. The good. So aside from all of the above, the room was well appointed with a nice refresh and modern aesthetics. The balcony had a partial view of the ocean which in all honesty was lovely and unexpected surprise. Being fully booked, never felt overly crowded. The pool was nice and the beach was a lovely surprise for a destination with ironically such little beach access. The complete access to Casa Marina was a huge plus as we enjoyed the amenities there. The history, architecture, and staff were great from the time we spent at Casa Marina. Our huge delight was the amazing bar tender at The Canary Room, Eugene was a stand out excellent example of Hilton hospitality! All in all, I would probably stay at Casa Marina but not The Reach next time I'm in Key West.

Had a great stay, will be coming back. Susan at the reception was very helpful. The room was clean and comfortable. The pool and beach staff always made sure we had everything we needed. Being able to use the facilities at the sister property was a plus.

Beautiful resort and fabulous, friendly employees. We had a great time!

The postcard location by the beach and the comfortable beds

The common areas like the hallways and elevator could be cleaner

When I checked in, I was offered an “upgraded room for $850” - not $850 PLUS the booked rate of $650. Learned after checked out and received my folio by email that I was charged $1500/night . Called and spoke with assistant manager who said he would investigate and get back with me in 48 hours. Crickets. Two weeks later I disputed on my credit card and got call from another staff member. Informed her that asst manager ghosted me. She promised she would investigate and contact me. She ghosted me too. My dispute has been denied but no one will communicate with me. I have been an Honors member for 10+ years with no disputes. Customer attention at this property gets an F-. Looks like I will find a new loyalty partner.

We found a laid back high end hotel on the beach with the whitest sand we've ever seen. The Reach is fantastic.

My wife and I love staying at The Reach. The location is excellent and the staff are professional and friendly. The tasty options at Four Marlins simplify dining decisions so no need to head downtown to fight the crowds. We had a minor issue with our receipt that Manager Ronald rectified quickly. Cannot wait to return next April!