The Reach Key West, Curio Collection by Hilton

I just returned from a weekend at The Reach, and the only positive part of our stay was Ricardo and the Valet team—they were incredible and deserve a raise. Unfortunately, everything else missed the mark. Our group of nine booked Queen Double Rooms months ago, yet at check‑in we were told we’d be switched to King rooms with sleeper sofas. Half of my guests ended up sleeping on uncomfortable couches. We were given a $50 per‑guest credit, but it couldn’t be refunded to AMX and had to be used on property. Breakfast was another unpleasant experience. Staff refused to put tables together, got rude when a chair was moved, and then told the rest of our group to leave or find another table while placing “reserved” signs all around us. Even other hotel guests noticed how over‑the‑top it was and offered us chairs. At the beach, the concierge refused to put beach chairs together but offered lounge beds at $200 a piece. I’ve stayed at Casa Marina every year for 15 years and was excited to try The Reach, but this was a major disappointment. Thankfully it was a short trip. I’ll be sharing this with my AMX elite representative. Again, Ricardo and the Valet team were the only ones who made us feel welcome.

If you have flexibility, book the Casa Marina, the sister hotel a block away, with better upkeep and an adults-only pool option. The Reach is where you end up when it's sold out. The property itself is merely okay. Beach-front hotels age hard and this one shows it: chipped paint, rust spots, a shower where water pooled several inches deep because the floor sloped away from the drain. Nothing catastrophic, just the cumulative impression of a property that skimps on maintenance. Most of the staff was pleasant and helpful. The reason I'm writing this review, though, is what happened at checkout. A few days before arrival I was corresponding with a coordinator about a potential welcome amenity. We hadn't finalized anything, and circumstances on travel day made it inappropriate, so I cancelled and received written confirmation. At checkout, there was a charge of over $230 for that amenity on my bill. I flagged it immediately. The checkout agent brought over Kaylee Williams, apparently the manager on duty, who said the charge couldn't be adjusted until kitchen staff arrived later. She assured me she would handle it, and even gave me her email and phone number. It was not handled. Five emails, two phone calls, and three weeks later, I have not heard back from her. Book Casa Marina.

Fine, we waited for our room to be prepared as we arrived early. Had lunch at bar which was good. Waited another 3 hours only to be sent to a room with someone's hair on shower wall...filthy and inoperable tv remote...phone not attached to anything and we're in a handicap room that we did not request. Had to go to desk (phone inoperable and they disconnected me when I called on cell) to complain. Still waiting for the engineer to come with remote, etc. Whole place needs attention. All Manager could offer was 'I'm sorry'. Engineer just came to explain we should only use hand held shower to avoid the flood in bathroom. We are not handicapped. Avoid this hotel.

We had an excellent experience at The Reach in Key West by Hilton. There was a room mixup and we got booked at The Reach and should’ve been at their sister property. Connor helped get us situated and was very helpful understanding and listened to our concerns, he went above beyond. He worked with his manager Ronald as well who also helped fix the situation and make our stay amazing. This property is beautiful. It doesn’t have the huge entryway or lobby, but the beach and amenities are gorgeous and much more low-key than their sister property. Asheka was also very friendly at the front desk. We would stay here again!

Asheka She is by far the sweetest, kindest most attentive front desk agent I have ever interacted with. She listened to our concerns and quickly addressed them. I have never been shown such kindness. Highly recommend staying at this property solely for the views, location and kind employees.