The Reach Key West, Curio Collection by Hilton

Molly was the best help ever. She is a security guard at the hotel and was genuinely concerned about our experience

So I am a Hilton Diamond Member and decided to use my annual free night at The Reach in Key West. I knew we would be arriving in Key West early, so I contacted the Hotel via messaging in the Hilton App and asked about potentially checking in early. I got a very cold response from the hotel staff and they said we cannot confirm anything until we are there. So, I get to the hotel around 1pm and of course they don’t anything available early and then they also inform me that they don’t have any type of room upgrade either. Disappointing! So as I am sitting there with my wife waiting for them to get our room ready, I look into that hotel’s availability and find a number of rooms that could have been an upgrade for us. Started to call Hilton Diamond Customer Care, but about 3pm they said our room was ready. We proceeded to the room to discover that it has two beds that were each about 4 feet wide. What hotel even has a bed this small. And who wants to spend their anniversary in a room with these beds? I called the front desk, they said that’s the room I booked and I informed them that in order to use my free night the Hilton staff has to book the room. I informed them at the time I was booking the room that my wife and I were celebrating our anniversary. This was some kind of joke. The hotel later had some room upgrades but I was exhausted dealing with the mess these guys had already made of our anniversary. I was very upset with the lack of efforts made by the hotel staff, and very upset with Hilton’s in general.

Loved the reach! Beachfront property with heated pool. Gorgeous pier and hammocks, lawn games. Plenty of beach seating and right next to their delicious restaurant and bar (which made a killer white sangria!). Room was spacious and clean, and I loved the special touches like the pretty blue tile in the bathroom and the shutters on the windows, which added a lot of charm. Really cute market/coffee shop on the property. Very friendly and accommodating staff who fit us in when travel plans changed. Easy walk to restaurants and bars. Would recommend this spot to anyone! Great place to vacation and be taken care of.

5 stars for cost. 2 stars for quality. Multiple requests to get a second luggage rack-- took a day to get it. Ocean view room looks mostly at parked cars down below. Almost no water pressure in bathroom sink.

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.