Casa Marina Resort & Beach Club, Waldorf Astoria

As you see from attached. We were placed in some old part of the building that Waldorf must have (all I can think of) purchased old Motel and just did a bolt on to the Original Waldorf. Don't get me wrong, I am sure the Original part maybe nice (doubt it but not as bad as the bolt on), which I can see from other customer Pic’s. but this is not what they gave me. And what's worse is all the linen and towel, that is used for rooms is kept outside. It is a true shame this resort is earns less then 1-star rating on my behalf. I have stayed at lots of Hilton properties and this I must say is the far worst and for what they charge $$$$. The "luxury" Brand as Hilton calls it is "NOT” has completely deteriorated. The room was just appalling. There was a dirty, stained towel on the floor, the furniture was FULL of nicks. There was dust/visible mold. The prices they charge merit the rooms be in pristine condition, especially carrying the Waldorf logo. And me talking to both Snr. Front Desk management Melisa is the worst (lied on many occasions and I called her out). Ana is also same. Melisa was the one checked me in, and said I booked King. I said no, there must be some mistake, I booked two beds. and I am sure this is when she changed me and also, I strongly believe she racially profiled and put me in the worst room initially 409 and I had to call her. After two attempts she moved us to 421 not any better, but at least the shower worked here. As I recall Hilton has inspections and so my question how does this so called "Luxury" brand pass the inspection. I hope Corporate looks at this review and fire Anna and GM. These people are not doing their job. Two days we had no Housekeeping they come knocking on the door 8:30am. People are on Vacation; this is not business Hotel. And after that they never come back. Hope someone can seriously look at this Hotel from overall prospective and awaiting some positive response and comp. Mr. John Trovato as Managing Director of both the historic Casa Marina Resort and The Reach, in Key West, Florida. You need to really think about your management. Also, Taj Bhandal - Complex Director of Front Office needs to check on employees like Melisa (who are really great at zero customer service and off course the untruth they speak). Read less

We have had reservations to stay at this hotel two times. Last summer we were initially placed in the “west wing”. Immediately upon arrival, the room was filthy. The floor was so dirty that when I used a white washcloth to wipe up some spilled water, the washcloth became black. My husband took the washcloth to the front desk and complained about the unsatisfactory condition of the room. We were placed in a room in the main building. The room was old but much better. The cleanliness was somewhat improved and we enjoyed the remainder of our stay. We made a 2nd reservation at the Casa Marina Waldorf for July 2019. We made the reservation several months in advance and made a specific request with a hotel manager that we did not want to be in the “west wing” but wanted a room in the main building. My husband is a Hilton Honors Lifetime Diamond member. This status is only earned after staying in Hilton hotels over 1000 nights. That means my husband has stayed over 1000 nights in a Hilton brand hotel. It also means he has a specific profile and has earned the right to be treated with the utmost level of customer service at a Hilton property. Regardless, we were placed in a handicapped accessible room (not needed) next to the elevator and across from the ice machine. So, a reservation made months in advance by a Hilton Honors lifetime diamond member who is a return customer, is given one of the worst possible rooms in the main building. When we complained about the room we were given no workable solution by the hotel manager. The reception clerk basically walked away, the manager never spoke to us, and the young man who tried to help resolve the situation was unable to provide us with an acceptable room. We had to leave the property. NOT THE WAY TO START A KEY WEST VACATION! BOTTOM LINE: THIS HOTEL IS DIRTY WITH TERRIBLE MANAGEMENT AND CUSTOMER SERVICE!! THE WEST WING SHOULD BE BULLDOZED! If you still want to try it, insist on the main building and insist to not be in a handicapped room next to the elevator and ice machine. Then call multiple times to confirm your requests are being honored. If you get there and have a problem, the managers don’t have the professionalism to come out of their office and talk to you, probably because they have so many issues. In the hour in which we stood at the check in desk trying to have our issues resolved, multiple guests came down to complain about the condition of their rooms. This hotel should not be called a Waldorf unless they change their cleanliness and improve their customer service. The Hampton Inn in Port St Lucie, Fl where we stayed the first night of our trip (while in transit) was cleaner than the Casa Marina Waldorf. Read less

From what I am told, there is new ownership of this hotel. In my opinion, it is certainly not for the better. Beautiful looking hotel from the outside but with the exception of the pool, that is it on the good side. My suite room was dark and small with the only view to the street. They style of the furnishings in the room were from the 60's or early 70's and had not been replaced since then. Furnishings were old and visibly beat up. Room in general was terrible. These days, hotels offer coffee in the lobby or at a common place for free as much as you want. Not here, $14 for a pot of coffee - are you kidding me? When asked why no free coffee the response was, "We are the Waldorf Astoria" said with a certain amount of snobbery. Wifi was not working when I called the front desk on Friday afternoon. Explanation was "they worked on it today and the contractor went home." Tried again Saturday afternoon, same explanation and will not be fixed today. Looks to me like this place is only concerned with $$ IN but not willing to provide the services of a high class hotel. Will never stay here again. Read less

Terrible experience so far. We were greeted yesterday by a rude check in person, brunette female. We called ahead before booking and were told that the beaches were swimable. They clearly are not useable with all the seaweed. The smell of sulfur is so repulsive that we are planning to leave the Resort for the day. We wanted to spend the day by the pool. This morning we were told that my son would eat for free as 12 and under. The manager was covering for hostess. Waiter told us that it's not true. $32 for a buffet is offensive imo but besides the point. Talked with front desk person about options. He went to talk with the Manager, Ana Medrano, in back. Ana would not even bother to take the time to come to talk with us. Staff is indifferent at best. Look for other options. This is not what we were expecting at this price point and from a Waldorf Astoria. Read less

Hotel is a great location and large beautiful property. Unfortunately the beach and ocean were useless due to the South winds blowing up extreme seaweed and odor to go with it. Very disappointing but not the fault of the hotel. However, zero mention of it prior to or during check in. The adult pool is in need a major repairs as the tile is crumbling around the entire pool. Not what you would expect from a "Waldorf Astoria". We reserved oceanfront balcony and got a room that oversaw the water sport area with the jet skis, not a great view. No hotel transfer provided, nor a shuttle to and from downtown. Carpet in hallway of our room was pulling up and in need of replacement and concrete on the building fascia was crumbling and also needs repairs. Read less