Marquesa Hotel

Lovely hotel in mid KW. Service is outstanding and while slightly more expensive than other hotels, is worth it. The namesake restaurant is very good as well and right next door.

Great stay and great staff. Close to everything but quiet.

The Marquesa is a true five-star experience. We were upgraded to a beautiful suite, and the bed was incredibly comfortable. Every member of the staff was friendly, welcoming, and genuinely helpful. The pools are peaceful and relaxing; it feels like staying at a private spa. The location is perfect: quiet and secluded, yet right in the middle of everything Key West has to offer. We absolutely loved our stay and will be back.

⭐ 1 STAR — ABSOLUTELY INEXCUSABLE. CHECK YOUR BANK ACCOUNT IF YOU STAY HERE. We traveled to Key West as part of a group of TEN COUPLES — 20 PEOPLE TOTAL — who chose the Marquesa Hotel for our trip. Twenty people stayed at this hotel, spent money at this property, patronized their café and brought a substantial amount of business into this establishment. And THIS is how our business was handled. What started as a screwed-up reservation has turned into a complete financial nightmare. When we checked in, their credit card machines were DOWN. Their solution was to HANDWRITE everyone's credit/debit card information. Then our reservation was somehow switched into SOMEONE ELSE'S NAME and had rooms associated with it that WE DID NOT AUTHORIZE. We have the confirmation email documenting the reservation, the name and the room we were actually supposed to have. Then we were erroneously charged MORE THAN $1,100 for an additional room. That charge caused our bank account to go NEGATIVE BY MORE THAN $600. But unbelievably, IT DIDN'T STOP THERE. After we had already LEFT THE HOTEL, we discovered they attempted to charge that $1,100+ amount TWO MORE TIMES. TWO MORE ATTEMPTS AFTER WE LEFT. At that point, we had no choice but to CLOSE OUR DEBIT CARD. Now we're being told it will take approximately 10–12 DAYS to receive another card. In the meantime, we're left dealing with the fallout. Every utility, subscription, app, monthly bill and automatic payment connected to that card now has to be changed because of a problem WE DID NOT CREATE. And somehow, this STILL isn't the entire story. We paid for a Junior Suite that was supposed to include a $50-PER-DAY credit at the Marquesa Café. They screwed that up too. We were charged for breakfast AND the tip instead of receiving the credit that was included with our room. WE had to sit down, itemize the charges, identify the errors and make the hotel correct them. Let's recap what an "upscale" hotel experience looked like for us: • Ten couples — 20 PEOPLE — brought their business to this hotel. • Card machines weren't functioning at check-in. • Guests' credit/debit card information was HANDWRITTEN. • Our reservation was switched into someone else's name. • Rooms were associated with our reservation that WE DID NOT AUTHORIZE. • An erroneous $1,100+ charge hit our account. • Our account went MORE THAN $600 NEGATIVE. • The hotel then attempted the $1,100+ charge TWO MORE TIMES AFTER WE LEFT. • Our Junior Suite café credits were incorrectly handled. • WE had to audit the charges and get them corrected. • We were forced to CLOSE OUR DEBIT CARD. • We're now waiting 10–12 days for a replacement. • We now have to update every automatic payment associated with that card. THIS IS NOT A MINOR CUSTOMER-SERVICE COMPLAINT. This involves our MONEY and the handling of our PAYMENT INFORMATION. We weren't one random couple walking through the door. We were part of a group of 20 people who specifically chose this property, stayed here, ate here and spent our money here. You would think a business would appreciate 20 people choosing to patronize their establishment. Instead, THIS is the level of care and competence we received. And here's the part that perfectly sums up this entire experience: I'M WRITING THIS REVIEW RIGHT NOW BECAUSE THE HOTEL'S AUTOMATED SYSTEM JUST TEXTED ME ASKING FOR A REVIEW. The message started: "Hey Billy..." MY NAME IS BEN ROBERTS. NOT BILLY. After our reservation was already associated with the WRONG NAME, after all the room and billing problems, after the $1,100+ charge and TWO MORE attempted charges after checkout, their own system STILL DOESN'T EVEN HAVE MY NAME RIGHT. You almost couldn't make this up. They literally asked the WRONG PERSON'S NAME to leave them a review about an experience where one of the biggest problems was THEIR SYSTEM HAVING THE WRONG PERSON'S NAME. Well, Marquesa Hotel — you asked for the review. HERE IT IS. A Key West vacation should not end with your bank account overdrawn by hundreds of dollars, your debit card canceled, your automatic payments disrupted, and you continuing to watch your account because a hotel is attempting $1,100+ charges after you've already left the property. We have documentation of our reservation, the charges/attempted charges, and now the text message addressing me as "Billy." If you choose to stay at the Marquesa Hotel, my advice is simple: CHECK YOUR RESERVATION. CHECK THE NAME ON YOUR RESERVATION. CHECK YOUR RECEIPT. CHECK YOUR BANK ACCOUNT. AND KEEP CHECKING IT AFTER YOU LEAVE. For the prices this hotel charges and the image it portrays, this entire situation is absolutely embarrassing. We are disputing the unauthorized charges with our bank. Customers should not have to discover and correct billing problems themselves by repeatedly checking their accounts after leaving a hotel. PISS-POOR MANAGEMENT OF OUR RESERVATION AND BILLING FROM BEGINNING TO END. And apparently, according to their own system, I'm "Billy." My name is BEN ROBERTS. One star is more than this experience deserves.

Hotel is located centrally to Duval Street - easy to walk to town and anywhere else you might want to get to. There is no reason to have a car as a cheep and easy taxi will get you from the airport to the hotel. Road had some noise, but not enough to bother us. Hotel was in great condition. Overall, we had a wonderful experience.