Casa Marina Resort & Beach Club, Waldorf Astoria

We stayed at this hotel for a week 8-14 September, with family friends. On arrival they asked for $700 deposit on a card per room we said we would only authorise our card for the resort fee which he agreed so a total of $90 per day for two rooms, when my husband checked his card a few days later we saw over $3500 pending on the card we called the company and they said that only the hotel would be able to put this on the card however the hotel blamed our card company. The card company were going to refer it to the fraud dept so the receptionist asked to speak with them and these pending transaction miraculously disappeared from the card!! Bad start to the week! The bedrooms were tired and dirty and shabby , rotten bathroom door , dirty sticky marks on furniture and main door, dust in corners, mould in shower and very bad smell from drain . I posted in their fb page and they requested I pm them which I did, they thanked me and said they would refer to relevant dept still waiting for a response. Day two maintenance came in as there was a leak in the room below. Day 3 drain in shower blocked leaving foul smelling water in shower tray. Rooms often not made up till late even 6.30 one evening. Some days we didn’t get bottled water in the room. Dirty dishes left in hallway for two days! The beach needed raking and cleaning but it never happened, the sea is not for swimming in. Food trays left around the pool encouraged the sea birds and chickens to scrap over left overs. Pool attendants were nice coming round with popsicles and iced towels. On the 13th a large number of motorbikes turned up, they had a convention and pretty much took over the whole place but nobody was told until a letter was slipped under the door that day informing us of the pool being used for their party. Some of them were very noisy at 2.30 am in the hallway,one even started a bike up in the car park under the room window at 3am!! No problem with people enjoying life but maybe consideration to others would be nice. This could be a lovely hotel but it needs a lot of work to make it even a 4star Key west is lovely but stay somewhere else. Please don’t suggest that you could make a better impression next time as there most definatly will never be a “next time” at your hotel. Read less

We just got back from a weekend trip and were definitely underwhelmed. There was no mention of a cartel motorcycle club gathering before we got there. It was very loud and disruptive. The hotel allowed them to blare obnoxious music all day on Saturday and also allowed them to reserve the entire family pool in advance. They also had all of the cabanas as well as the cabanas in the adult pool. We were notified of this gathering upon check in with a letter. They even had their motorcycles parked just outside the pool area by the pool bar. This was not just a few guests. They completely overtook the hotel. The manager’s response to other reviews is really downplaying how bad it actually was. I definitely did not sign up to stay at a biker bar. Aside from that, there was no WiFi in our room the first night and they still charged $40 dollars a day for it. When I mentioned the charge, they took $20 off. So, we paid $20 for no WiFi. Not a big deal, just annoying. The rooms are very outdated and rundown. Ours had an odd mildew smell. This hotel is in desperate need of a renovation. The lobby and adult pool area are nice, but needs some love for the price you pay. Nice bar staff and pool servers. I would not stay here again. Very overpriced and not worth the money. Read less

Hey Hilton — it would have been nice to know when I booked my room (and paid full price), that there was going to be a “cartel baggers” motorcycle convention here. It would have been nice to know that the “family pool” was going to be reserved all day on Saturday for this group, and that nobody else was going to be able to enjoy it (outside of the cartel baggers members). It would have been nice to know that their members would spill over to the “adults only” pool, and nobody could enjoy that pool either. It would have been nice to know that your valet parking (your only parking), was going to be significantly backed up, and that your hotel staff was going to be so overwhelmed, that we would have to ask for a coffee pot for our room, 3 times over a 10 hour period, before we actually got one. It would have been nice to know that the casa marina was going to allow them to play their music so loud, that you could hear it blasting on the beach. We would have booked a different hotel, but I guess that’s why you didn’t let us know. I guess my wife was right after all - from here on out it’ll be Marriott rewards hotels and resorts, and Margaritavilles for us! Read less

I, being someone who never writes reviews, feel compelled to do so after my very recent stay at the Casa Marina Waldorf Astoria in Key West, Florida. I will begin this review by stating that my time in Key West with my husband was amazing, as this is not a review to deter anyone from visiting this place. That being said, I will start with the good aspects of my stay at this facility – the food is 4.0 to 4.5; very good cuisine. The service by the hotel front desk, particularly with the front desk attendant, Gethro, was very pleasant. We always came back to a clean room and on the service side of things, cannot really find fault. Lastly, for reference, our stay was seven days. All of the above being stated, our trip took a very interesting turn upon arrival. To state that this hotel is 4 star in status is being, to be blunt, very generous. The rooms are dated, rust has settled in and there has been little update to the rooms – for the record, we stayed in a King suite with an Ocean view. I can only imagine that the terrace outside our room is what would constitute this being considered a ‘suite’ as the square footage of the actual room most certainly does not. We ventured out to the Keys on the last day of our vacation and upon return to the hotel, we were ‘greeted’ by a very large group of ‘motorcycle enthusiasts’ who commandeered the entire hotel. We walked up to our room, after making our way through the lobby area, passing by motorcycles parked in the lobby and pool area (as there was not enough room in the parking lot to even find a spot for our rental car due to the amount of motorcycles). As we get to our room, there is a drink spilled outside of our room, left behind. We find a note slid under the door to inform us that a large organization will be hosting an event and that we, the other hotel guests, are welcome to join in. Let me be very clear in where I find fault with this hotel and their handling of such a situation. My husband and I booked our hotel stay a week prior, which tells you that there is ample time for the hotel to have provided us with enough advance notice of such an event taking place and providing us with the ability to have made other accommodation arrangements if we chose. Instead, they decide to discretely slide a note under our door the day this large group of guests arrives. I have no problem and take no offense in anyone’s right to enjoy their vacation in a large or small group; but when you take away your customer’s ability to make an informed decision on how they wish to spend their vacation time and inhibit the quality of their stay at your, ‘4-star accommodation’, you are completely disregarding your other guests experience and what this may do to the quality their vacation. Upon our departure and check-out, we reviewed our bill and I happened to notice that among the mass of people, again commandeering the lobby area, there were security guards, standing off to the side behind the front desks. This told me everything I needed to know; so instead of asking for a manager and having that be my lasting memory of Key West, my husband and I went for a very nice breakfast at nearby restaurant. However, as I stated at the beginning, I being someone who never leaves reviews, felt compelled to do so as I have never had such a horrible taste left in my mouth during a stay as I did with this hotel. Take from this what you want, but at least you were given advance notice, unlike me. Read less

This will be our first and last time staying here. The rooms are extremely subpar for the cost. I've stayed in hotels that were a fraction of the price that were much cleaner and much nicer. Our bathroom permanently smelled like a foot because there is either no ventilation, or not enough. Our towels and swim suits were never able to dry because it was so damp in our bathroom all of thr time. Generally, our room was grimy. The staff are also very hit or miss; a few were nice, but most were indifferent at best. You are nickel and dimed at every turn and you are never presented with lower cost or no cost alternatives. For example, they make it seem like valet and their parking lot are the only option, when there is free street parking. It costs $35/day to park in their lot, plus tip. Additionally, the resort'. beach is rocky and the water is murky - its not water you want to get into barefoot, or at all. That was less of a concern for us, coming from lake country, but it might be a turn off if you're looking for a beach experience at a resort. On our last night, a biker meet up started their stay at the resort and the staff had zero control over these guests. Screaming, partying, extremely loud music all night. They completely took over the family pool and blasted their music on speaker phone or bluetooth speakers in public places. These guests treated the resort like their own personal Duval Street and staff did nothing to stop them. We called management several times and nothing was done about it. They made our last night on the island extremely stressful and we got almost no sleep. Not a great way to end vacation. There are definitely far better places to stay on the island - this location does not live up to the name, and it was not money well spent. Look elsewhere. Read less