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.
