The Reach Key West, Curio Collection by Hilton

Lovely staff, nice facilities but stay was spoiled by unavailability of room service, broken elevator, & no one to help with baggage at checkout. I unfortunately got sick on my 3rd day, was quite dizzy & just wanted tea & toast. After speaking briefly with a live restaurant person, I was put on hold for 8 minutes. When I hung up & tried again I got an answering machine connected to both The Reach and its sister hotel. The corridors are outside and the weather had turned windy & colder but I managed to get down to the restaurant by holding the railings & walking very slowly to the elevator, across the pool patio and into the restaurant. I did receive a heartfelt apology from staff. That night or the next day, that elevator broke down, so to get food & beverages, I had to walk much further, about 10 minutes on the twisting outdoor corridors & rooftop, to the lobby elevator. The close elevator stayed broken for the remainder of my stay. I do realize it was New Year’s weekend and I’m sure it was difficult to get repair people. I thankfully received a late checkout, anticipating there would be less of a demand for help with my bags, but no. I called, then had to text and after waiting 15 minutes for a reply, again I headed out for the long walk with my bags on the outside corridor - not easy since I was weak and still sick. Again, staff members were all very pleasant, especially those at breakfast. Happy hour food at the outside bar was not great but the bartenders worked hard and were very nice. Busy holiday time but it’s a shame that the service I received at this upscale resort didn’t measure up to the facilities or pleasantness of the staff.

I’m so disappointed, I brought my husband , I had been many many years ago, I thought I chose one of the best rooms, however if that was the best at $900. A night, then I can’t imagine what a lesser room rate accommodations would look like, pictures to follow. Valet Ricky was most welcoming, we thought we were off to a good start. One elevator out, no biggie, walked to the room, the floor to your rooms is outside , no worries, the walk way looks like a dirty NYC street, filth, debris, glass dental floss, all stayed on the floor for over 24 hours, no one touched them, a power wash, a coat of paint, a broom, anything to say you care. Dead plants , broken furniture, and the room, chipped & really dirt furniture, bathroom mold , just dirty. The whole hotel could use a ton of TLC, it’s a great property , just a shame the management doesn’t see the issues. We left a day early, a gross room , kills the entire vibe. Here is a tip, room 4401 this is the room, it has a beautiful view, but it’s not worth the money.

Amazing stay! Great place, great staff, great location. We were celebrating our Anniversary (I thought I shared a review, but didn't see it listed). Can't say enough about the room, the beach and location. (only wish they had kayaks to rent on the beach... we had to walk to another resort). We will be back! (shout outs to Annie, Kayla and Cassy!)

A smaller beautiful beachfront resort near Duvall street and close to its larger upscale sister hotel the Casa Marina Resort . The hotel lobby is small and average but the concierge and staff are great . The Four Marlins Restaurant has beautiful views and great food. The $50 resort fee pays for lunch and can be used at Casa Marina resort as well . The hotels are connected by a 1 block walk behind the beach that separates them .

this is my third time staying at the reach. the rooms are always clean, with ample amenities available (plenty of towels, shampoo, conditioner, body wash) & the fitness center was a big selling point for me as well. what made me want to review this stay was the excellent customer service i experienced when encountering an issue. my original room had a resort view which meant i knew to expect some noise from the pool and courtyard area. however, the first two nights of my stay i encountered a guest noise issue that eventually escalated into a complaint. no one expects silence visiting key west, but this was outside the bounds of acceptability. when i called the front desk to notify them of the issue, security was dispatched both nights and eventually the issue was resolved. i also asked to have my room moved as it became apparent this issue would probably extend beyond my stay, and the front desk was extremely accommodating. my room was moved the next day and someone even helped me carry my luggage to the new room. i am impressed with the responsiveness of the hotel and management and greatly appreciate them going above and beyond to address my problem. five stars for customer service!