We'd have loved to start a 5/5 review with "it's pricey, but...", instead we're writing this: we don't mind splurging on hotels, so we booked our deluxe oceanfront room two months in advance on the hotel's website, at a total cost north of USD 1'500 for one night. The room itself was recently renovated and in good condition, minibar well stocked (plus 20% service charge and tax, of course), yet with only one window, a bit dark. We were placed on the floor directly at pool level, with parts of our ocean view obstructed by the wall of the hotel's restaurant. When we mentioned this, the reply was "you should have asked for a high floor when making the reservation." Well, thanks, that's why we mentioned it was a special occasion to celebrate and had some e-mails going back and forth in advance. Don't get us wrong, we didn't expect a free upgrade, but certainly not the room in this category that nobody really wants.
Still, at USD 600–700 per night, this would be a perfectly fine Key West waterfront hotel, given the view. However, at more than USD 1'500, it's a lot about perceived value - and there it fell short. A "great that you're celebrating your special occasion with us, here are a couple of drink vouchers while you enjoy the sunset" or some other gesture would have gone a long way, instead of a standard check-in procedure. The service was overall 4*, the property shows its age in places, and the room assignment felt random for a guest who booked well ahead at rack rate. Out of curiosity, we checked their website: plenty of room categories were listed as available that night (and with higher categories at lower rates).
On the bright side: breakfast was good, and the bar staff were super friendly and genuinely welcoming. Those small things stood out - which, in a way, only highlights how much the overall experience fell short at this price point.
