Perfect Key West Oasis! If you're looking for the best spot in Key West, this is it. We just stayed at Pier House Resort & Spa and it was the highlight of our trip. The Room: Super clean, quiet, and spacious. Even though you're seconds away from the Duval Street madness, the room felt like a peaceful sanctuary. The Vibes: You have to check out the Chart Room bar inside the resort. It's tiny, historic, and full of that "Old Key West" character you just can't fake. The Location: Unbeatable. You're right on the water at the top of Duval. We walked everywhere, but having a Tesla charger on-site was a huge win for our car. The Service: Friendly and attentive staff across the board. Pro Tip: It's the perfect blend of luxury and local history. 10/10 would stay again! read more

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This is a review of the customer service and not the property as we didn't make it due to the winter storm back in January which caused our flights to get canceled. My wife and I planned a trip down and up the Keys in January as I was to start chemo and radiation on February 5th. On the 4th we received an email from American that our flight from PHX to MIA was canceled. We immediately reached out to each hotel, car and activity group that we planned. Each activity group understood and refunded us. The car company penalized us for 1 day but refunded the other 7 days. The hotel in Islamorada and Key Largo both refunded us with the Islamorada charging us for one night but it was better than nothing. We didn't mess with the one in MIA because it was a cheap hotel and wasn't worth the hassle. The Pier House first asked us for proof of the cancellation which I forwarded the email that I received from American. Heard nothing back. Reached out again asking for a refund or that we'd even be willing to rebook in May once my treatment was over and a few weeks to heal up. Finally we heard back that they were denying the refund and wouldn't accommodate our request to reschedule "because your non-refundable hotel did not qualify for modification nor refund exception.". While I understand it was non-refundable, a level of understanding should have been given as this was beyond our control and we were willing to reschedule. Needless to say, that cost me nearly $2500 so I assure you that I won't be booking with them again. I just want to pass along the compassion that this hotel management has and I'd personally recommend looking at a different property. read more

I appreciate that Pier House ultimately took the time to resolve my issue. While the situation was frustrating at first, they followed through and made things right. Especially Yvonne the Executive Assistant. Thank you for addressing my concerns and restoring my confidence in your customer service. read more

I have very mixed feelings about this place. The good: The hotel is very conveniently located in Key West. You can walk out the front door and already be on Duval Street, near Mallory Square, etc. The hotel is attractive enough. Jako is wonderful! The bad: our room leaked pretty badly from rain our first night there. I called the front desk at 12:30am and they said they didn't have anyone there to help. The only solution was to change rooms; after traveling 12+ hours all day, having already been unpacked, and it being the literal middle of the night, this was not an option. I went down to the front desk the next morning and again told them of the situation from the night before. Their only offer was to switch rooms - which wouldn't have helped us given that the rain had ended. I asked if something else could be done for us (ie. a discount on our room, etc) and was told the manager would call me. The manager never did. We received texts from the hotel throughout out stay. I texted the hotel to let them know we never heard from the manager and sent over photos from our room. No response. I thought I'd have another opportunity to bring this to their attention when we checked out on our final day, but the front desk attendant didn't care to ask how our stay was. I'm truly shocked that after spending $2,200 for four nights that we were cared for so little. This place doesn't care about its customers. read more

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Room was the worst on the property #172 right next to the laundry facilities Can't sleep late maids coming for supplies all morning Half the TV channels didn't work Poor maintenance on the shower Hallways open to the street and no security cameras Ice machine by room also made noise all night Noisy air conditioning Delivery trucks going the the laundry area at 6:30 That room wasn't worth what I had to pay for it, it should have been $200 a nite not $500 a nite read more

This place is really more of an upscale Motel - my husband and I booked this 'luxury resort' through Expedia. Expedia did their best to try and get us a resort credit to no avail - the Pier House General Manager wouldn't extend that credit. We booked this for our 25th wedding anniversary and made sure when I spoke with the hotel prior that they were aware of that. Upon arrival we were not greeted at the door - we were clearly struggling with our bags and could see the Front Desk from the door and no one even held the door open - strike one - how is this luxury? Secondly, no one helped us get to our room - we were given a map (after I asked for one) of the property and had a lot of trouble finding our room. At one point my husband had me wait and he went and walked around until he found it and then came back for me - we paid it forward to another couple going through the same a few days later and helped them find their room - this is NOT a luxury experience, but the prices they charge sure reflect that. The room itself was NOT luxurious. The pictures on their site are very misleading - now that I've stayed there they are on my Facebook algorithm and what they show is NOT what you get. Half of the outlets in the room do not work (we stayed in 2 different rooms and both had the same issue), the iron broke, there was no room service even though their website says there is, there is chipped paint, the bedframes are in disrepair, the balcony has tons of rusting, there are no bathtubs, just showers, the exhaust fans in both rooms were LOUD and squeaky. The refrigerator was supposed to be 'stocked' with water - no - 2 bottles. When I asked about this I was told that I could have 2 more our first night but that was it and they would charge us if we wanted more than that. We were also told there would be 'gourmet' coffee in our room - Green Mountain Coffee is not gourmet - adequate yes, gourmet? No. At least there was coffee service each morning that you could walk to - it would be a nice touch to offer non-dairy creamer like Almond milk and how about Decaf as well? We were told we would have a beautiful view off our patio...um, okay it looks across a garden which is framed by a main pathway that everyone uses to get back and forth to their beach and restaurant - while people smoke cigarettes and cigars wherever they please and no one says or does a thing to correct this. There is garbage and cigarette and cigar butts on the beach as well as main pathways. Other guests are loud in common areas like the beach and pool and the walls in the guest rooms aren't thick enough and you can hear people in adjacent rooms. If you are looking for peace and quiet this is NOT the place to stay. When I finally said something on our second night there we were 'upgraded' to a 3rd floor room with an ocean view (which we were supposed to get in the first place)...cue the rusty awning and chipped paint. That first night in our second room there was a dog in the room next to us whining and crying for hours - this broke my and my husband's hearts.- obviously the owners had left him alone - I contacted the front desk and they called the room phone / we could hear it ringing - obviously the owners weren't there! I should have known that this property wouldn't offer excellent service when I called to ask a few questions the week before our arrival when my questions were met with irritation and not friendliness. Unless things are cleaned up kept up better and the policies are actually enforced we will not return and would certainly not recommend this place to anyone. We left feeling cheated out of our 25th anniversary celebration - this was the first real vacation we had ever taken in 25 years and had spent a lot of money that left us feeling a lot of buyer's remorse. read more

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Good.: location ! Can walk to all the main attractions on Duvall street. Hotel has a small beach with lounge chairs etc. Restaurant is has a hood variety of good/drink specials. Cons: some of the front desk staff has an attitude, rooms older/beds hard and not comfy. Claims to be pet friendly but no place for dogs to pee! read more

Our Vow Renewal couldn't have been more perfect! Thank you to Carolyn and staff! My dream of a beautiful private beach vow renewal came true. Everyone was so accommodating and the set up was perfect! But the best part is the stunning view! Key West as always been my favorite place, and we have stayed at Pier house so many times! Always amazing!! Thank you again for the most PERFECT DAY! read more

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**Update** Once again, the Pier House did not fail to WOW us. My son was treated exceptionally well, making this a concrete tradition for him on his birthday. We were greeted with a nice surprise upon arrival (I won't say exactly how) but now I am spoiled forever! Thank you Pier House, One Duval restaurant, and the Three Palms Beach Bar where the fish tacos are awesome! I didn't get a picture of the cake this time, because it was devoured almost immediately. read more

The beds were so rock hard,m, barely slept. Maybe add a memory foam topper? Our room was off the Atrium, row of open shutters above our closet, the shutter let light into our room and the Atrium was loud. Room#288. Wish our room had a wall there. The room needed to be painted. We were also on the street side, so we heard all the delivery trucks from 5am every morning. Maybe add sound panels? The pool loungers are really comfortable. Nice pool and beach. Loved the live music at the beach bar. We had good food at the cafe there too. read more

Spectacular hotel. Smack dab in the middle of everything in Key West. Friendly staff and amazing views. Rooms are clean a d quiet. Definitely recommend. read more

Pier House Resort & Spa - View from room 803 - Hotels Near Me - Key West, Florida

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A kind and caring staff! The rooms are beautiful ~ Every amenity needed! Worth the splurge to stay here, plus you're right on Duval street! read more

Absolutely Awful Stay - Stay Away! This was our first time staying here and it will definitely be our last. We had originally hoped to make this hotel part of our annual trip, but after this experience, we wouldn't recommend it to anyone. The nightmare started with the shower not draining -- we were left standing in inches of dirty water. Then the toilet stopped flushing and started rising. Completely unacceptable. When we called the front desk for help, we were moved to another room -- after 10 p.m. -- which was extremely inconvenient after a long day of travel. The next morning, we dealt with an incredibly rude front desk staff member who acted as if we were the problem for even bringing up the issues. To top it off, we were told we'd be charged an additional $65, with no real explanation, despite all the hassle we'd gone through. When stating that the room issues- the front desk said the fee would be waved. However, they still charged it to our credit card without a signature or ok for it. We were told the night desk staff would contact the manager and "make it right." That never happened. When we asked to speak to the manager at checkout, we were told he was "in a meeting." We left our contact info and were assured he'd reach out. Days later -- still nothing. No call, no email, no apology. Completely unprofessional and a total disappointment. Save your money and go literally anywhere else. read more

Pier House Resort & Spa - Shower issues - Hotels Near Me - Key West, Florida

My partner wanted a room with an ocean so he picked Pier House Resort & Spa. It was a great room with a beautiful ocean view, but with taxes and other room charges coming to around $900 a night it ought to have a good view. But like most pricey places in Key West there is little that goes with it. Sure, you get a common area pool, a bar, maybe a restaurant, but as with Pier House, no one to assist you with your baggage, no concierge, and don't expect any flowers or chocolates on your pillow at night. Pier House Resort & Spa is very well maintained, and totally spotlessly clean, but beginning to show its age. It has a nice pool, a good beach bar, and a couple of restaurants, One of the restaurants., One Duval has a magnificent view of the gulf and offers really good food. The Beach Bar closes at 7 pm at which time One Duval opens. I like Pier House but I really think it is way overpriced for what you get. But then, Key West is one of those places where normal prices and services simply don't apply. read more

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This place was amazing. The food was so fabulous. The service was perfect. And you can't beat the view. We loved everything. read more

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We stay once or twice each year, this year did not disappoint. From check-in to check-out, everything was great! The location is within walking distance to so much. All staff was kind and professional. Our room was clean and modern with daily housekeeping. Thank you, see you next year! read more

Pier House Resort & Spa - Key West sunset. - Hotels Near Me - Key West, Florida

We had a pretty good experience at the Pier House, but it was quite expensive and the service was adequate at best. The front desk staff members, on multiple occasions, were not the most enthusiastic or friendly. Since there were 4 of us, we reserved the 2 bedroom suite with balconies, which included two floors and a combined living room/eating area. (My friend called it the "McDaddy Suite"!) For nearly, $1,300 a night, I would agree. What was really unexpected, especially in the time of COVID, was the "resort fees and sales taxes" which amounted to over $200/night!!!! There was no maid service which we really didn't mind, but you could request towels and coffee, etc. which were brought to your door. (Shouldn't the "resort fee" at $46/might reflect the diminished service?) The eating area had a small sink, a refrigerator and an ice maker (quite nice). However, there were no eating utensils or plates (not even plastic or paper) in the cupboards; the cupboards (and there were plenty of them) were bare. Charging an expensive resort fee for minimal service is not appreciated. We enjoyed the private balcony on the second level, which was spacious for all four of us. We requested lounge chair covers from the beach area for our balcony chairs and were told they were not supposed to bring them up to the rooms (resort fee?!!), but the gentleman brought us up some anyway which was nice. It's a beautiful location and the property is well maintained. However, for the price and the minimal service, it was not a complete "McDaddy" experience. read more

Our stay at The Pier House in Key West was far from what we expected. From the moment we walked into the 60's decor front lobby, we were met with disappointment. The public bathrooms in the hall were rusted, dirty, and lacked basic necessities like soap and toilet paper. The rude staff at check-in set the tone for our entire stay. The lady at the front desk, whose initials were DB, made it clear that she didn't want us there. We were traveling with elderly parents and young children and had requested rooms in the same building. We were told that if they had them, they would have accommodated us, but our parents were placed in a building with no elevator. Their room was dark, had dirty walls, and the closet had chunks of wood missing. The shower did not drain, causing numerous issues. Our garden room the first night had no AC because the freon was out, and nothing could be done about it. We also had ants and other bugs in the room due to gaps at the bottom of the garden doors. The garden view we paid extra for was a view of the parking lot, an extra shed, and the building next door with its water tanks. The pictures online were very different from what the rooms actually were. This outdated resort with rude staff has us questioning the authenticity of the 5-star reviews. For the price we paid, we expected much more. The Pier House desperately needs to update its facilities and hire new front desk staff. read more

the worst room I've ever been in. view is a bush and the room is dark. this is awful. Checking out tomorrow instead of staying five days.

This place is very pretty. I wouldn't stay here unless I got a waterview room though. It's just not worth it. The service at the tiki bar was quick and friendly. The (very small) beach was pretty and made for great photo ops. The thing I didn't like was the design of it. The hotel room doors open outside to an inside/outside corridor. It made it difficult for the birds to figure out where was in and where was out and numerous ones flew into the windows. I rescued more than one with my sunhat and carried it outside. read more

Pier House Resort & Spa - Hotels Near Me - Key West, Florida

Our check in time was 4 pm, we arrived early in hopes they could give us a room so we could change as we had an ocean adventure planned that day. We were told to change in the pool restroom and they would text us when the room was ready. We got the text at 4:30 pm. We were out at sea and did not return to physically check into the room until about 8:30 pm. After getting showered and ready for bed we noticed the sheets had a brown stain (I hope it was chocolate because the thought of almost lying down on poop or dried blood is disturbing). When I contacted front desk I was told that housekeeping was gone for the day and someone would bring me clean sheets so that I could change the sheets. Fast forward to the middle of the night, I wake up and when my feet hit the floor they are greeted by a puddle of water. I turn on the flash light to my phone and notice there is a puddle of water bedside with a trail of water leading to the mini split AC unit that is in the room. I was so upset the brown stuff on the sheets and now the AC dripping into the room was definitely not what I would expect from staying at any hotel let alone one that is over $600 a night!!!!! Was very displeased with my stay and choice in hotel. The location is AMAZING and the bathroom in the room was very nice, but if I had to redo this weekend getaway I would pick another hotel. read more

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Will not be back. Overrated. So many better places to stay in Keywest. Small beach. Overpriced.

Service was good. Food over priced for what you received. I would recommend going somewhere else.

First time staying here. After viewing several reviews, we decided to give it a try. As soon as we arrived, you could tell this was a dated property. Ok, it's old. Our room was ready at 4pm, no problem. The walk to our building which was overlooking the beach was nice with tropical plants. Now to the room . Dated , paint peeling, bed frame was (look at pics ), damage to closet door. This was all within the first 5 minutes of entering. We used the rain shower and when we were finished we found the. Bathroom floor was flooded with water. Evidently the glass shower door doesn't seal and lets water flow out! I've had better rooms at the Holiday Inn. Save your money and stay somewhere else. read more

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Oh boy, where do I begin? My room (603) did not have hot water however, we did not discover this until we unpacked late at night on the first night we stayed. There were three of us and two small dogs, and of course, all of the stuff that go along with that. I notified the front desk and they said they would send a maintenance guy out who looked at it and said that was the best it was going to get. They offered to move me to a lesser room than I had late that night or I could wait until the next day for the same type of room. I ended up declining because I thought we were just suffer through the cold showers instead of pack up all of our stuff late at night and move to a different room or even the next morning. Sadly, though this was not the only disappointment and inconvenience, we experienced while staying here. Several staff members were not very pleasant and some were actually quite rude. For example, the pool towel attendant who I tipped $10 both days just to set up our chairs with covers and give us towels told me one of the days that he could not move an umbrella to cover our chairs and block the sun because it was too heavy and that if he did that for me, he would have to do it for everyone. Wait, isn't that his job? Anyway, I ended up easily moving the umbrella myself. I guess $20 worth of tips was not enough. I also asked him for three extra towels, one of the days, and he completely ignored me and never brought us the towels. The only good customer service I really got was from the pool. Waiters, Housekeeper's, and the Bellman. Overall conditions of the hotel : It has severely been neglected over the years and is in need of basic maintenance. Quite honestly, it looks like a dump. Not at all a luxury hotel/resort. You will, however fine beautiful BUT MISSLEADING photos on their website. Perhaps these were taken years ago? Here are the photos that I took of our room 603. in conclusion, I spoke to management about the hot water issue, moving to another room, as well as the pool attendant... The only apology/compensation I was offered was to extend my check out one hour (which I did not use) and they offered to waive the resort fees which totaled $100. So instead of paying $1000 a night I paid $950 a night... Mind you for one of the worst hotel experiences I've ever had. I've had better experiences at Lowe's and hotels, like Fairfield inns, Hyatts, Courtyard, Marriott, etc. none of which called them selves resorts in charge $1000 a night. It was clear to me that the staff (especially management) when given the opportunity to make reasonable compensation, for their shortcomings ...actually did not care. I am a business owner, and when I make a mistake with my clients, I own it, I apologize, and I do everything I can to make them happy. If you were going to pretend to be a luxury hotel in charge luxury prices then the least you can do is follow through and behave in that manner. read more

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My review is for the Spa only: Needed a pedicure after lots of walking and swimming this week in KW and this happened to be the only place of 5 spas that had availability when I called/visited downtown this morning. I was able to get in after about a 10 minute wait in their beautiful relaxation room. I had the Spa Pedicure which included a sugar scrub and a citrus massage oil. The pedicure was relaxing and I had my naIls repainted. It was a quality pedicure but it was around $100 after tip. Pricey but I guess that's Key West. You win some, you lose some. read more

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What's happened to this place?? It's gone downhill fast. Shabby and in disrepair.. beach towel nazi so unfriendly and not helpful. There was sand on floor and in beds in room upon check in, and fan switch didn't work. What's up Pier House? Get it together. The beach is still great, but this place needs some sprucing and better management. Glad to see turtles again though... read more

I am amazed that with the exorbitant prices that this hotel charges that they don't even have room service. Unacceptable a total let down read more

Pier House Resort & Spa - Room - Hotels Near Me - Key West, Florida

The food here was really good! I got lobster sliders and they were delicious! However, the communication between the spa and the restaurant was lacking. The spa let us know we could order food and sit on the beach area but one of the servers actually kicked us off completely. We ended up at the restaurant thankfully we got a different server and she was a gem. We apologized for intruding on the beach and she even said we could have sat there and ordered food still. Thankfully, she was our server and was an absolute gem but you can easily tell who cares about customer service and who doesn't. read more

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Yes! Yes! Yes! We hated the hotel we booked at first. Next day gound this hotel at the end of Duval street. Near marina. Has its own little beach area and a nice pool. Bar service was available. Rooms comfortable, not humid, balcony room, clean, showers amazing! Its expensive! We paid over $700 per day. Well worth the upgrade to have a decent stay and rest easily! We will stay here or with hotels next to it for sure. They had some beautiful suites overlooking the water. read more

Pier House Resort & Spa - Hotels Near Me - Key West, Florida

Excellent stay at The Pier House. Great room, very clean. Loved the private beach. Such beautiful views. Restaurant is the perfect spot for brunch or dinner with a view. Loved my stay here. read more

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The $75 Sunday Brunch I don't miss each trip to KW. Sit outside great water view. Unlimited Bloody Marys and mimosa included. Unlimited varities of small plates. AAA Service. read more

Not worth the money at all! We stayed 3 nights. $833 a night after all the fees. I have never spent that much but decided to splurge and was so disappointed. I figured I would have some kind of nice view. Pros, staff was nice when we checked in, everything is in walking distance. Cons. So many. I've stayed at way nicer hotels for less than half the price. Got into the room and sat on the bed, squeek! Ladies down tuned and every turn a squeek from the old wood. The front desk said they could move us to another building with no elevator. No thanks. There was a room conditioner that kept turning off so wouldn't get under a certain temp and it was hot, fan in the room barely turned so was it was pointless, dirty bathroom floor, shower curtain way to short so water kept getting on the floor with every shower, nasty shower head that needs to be cleaned, bright lights right outside our window that were coming through wooden dirty blinds. Half the windows had curtains the other half ac with shutters. They need curtains, then cut them shorter to fit where the ac is. Doors all slammed loud each time somebody left their room like a motel. Can't you make them soft closing? Stairs were so gross. At least paint them and make them look nice. I just didn't expect the condition of the hotel to looks like this. As I checked out, the younger girl never asked how it was so I told her we had a bad experience. No, I'm sorry or anything. She just said did you tell anybody I said yes about the bed and they said they fixed it while we were gone but it was still the same and needs to be replaced. Okay all done. She could care less didn't even say anything else. I sent an email so let's see if anybody responds. read more

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Would love to leave my experience with them but I never received a return call to speak with an ON SITE person about the various rooms. I left emails and messages with Yvonne but never received the courtesy of a return call or email. I wanted to speak with a person ON SITE and NOT a reservations clerk who actually knows the layout of this resort. I waited one day and then proceeded to book with another resort. They have demonstrated to me that they do not care about willing customers to reserve a room at their hotel. That is sad as they lost 3079.93. Onward to Southernmost Lemere and Dewey hose. read more

This "resort" is more like a glorified Holiday Inn. I could not wait to leave. The best parts were the location and the nail technician in the spa. I agree with other reviews that the photos are misleading. I knew there was a chance it wouldn't be as nice as pictured, so not totally surprised, but hoped for the best. The room and common spaces were clean, just not as luxurious as the photos. The bed was uncomfortable and the room was dank. The air conditioner was old, produced low quality, moldy air which led to bad allergies. Even so, I was willing to deal and spent a lot of time outside at the pool. Most of the staff were great, but some made you feel like your requests were major inconveniences. My husband ended up getting food poisoning. This plus the extreme heat highlighted the importance of a good hotel room. When things go wrong, having a space you feel comfortable in is really important. You shouldn't feel like you want to avoid your room. If you're on the fence about this hotel, I'd recommend staying somewhere else. read more

Where do I start, to begin checking into the hotel the 2 woman at the front desk had poor unpleasant attitudes for arriving at the hotel and paying 2k a night I was just expecting a much more spectacular welcome. We stayed next door at Hyatt centric only 6 months prior and this hotel was absolutely remarkable and an amazing experience from beginning to end we were greeted with champagne and given 4 drink coupons at the bar. We're given the keys to our room and we arrive to our room and it's just not the room we booked. We booked a 2 bedroom suite and on the website there's only 1 room like this on the property we were given a 2 bedroom suite but just nothing like the one we booked this one was much smaller not facing the ocean like it was suppose to only had one balcony when it was suppose to have 3 we went all out for my moms birthday by booking something resulting in 4,300 for 2 night! We were only expecting the best and sadly that's not what it was. I went to front desk to talk about this becuase this just isn't right I wouldn't have booked this room for the price that we paid I spoke with the manager heather she gave me 4 breakfast coupons to cover breakfast for the inconvenience and she waived the resort fee. Heather also said she would cancel our reservation and return all of our money I was thinking to myself where are we suppose to go? We had just spent almost 12 hours traveling we were exhausted. I just took it for what it was and we sadly had to accept it for what it was. Day goes by we're trying to enjoy our evening in the keys going back to hotel this night I go to shower and the shower is just filthy there's long hair all over the shower like it had not been cleaned after seeing this I didn't want to shower I felt like i needed to clean it. After this I begin to inspect the entire 2 bedroom suite head to toe I mean the sanitation levels here were just not even close to a motel 6 level I would say it was just as clean as a cheap motel. So I take a shower becuase I am feeling dirty from traveling the last 24 hours. I then go to jump into the bed and I feel in the comforter wrapped In my fingers hair I turn the flash on my Phone on and I see this long nasty grey hair wrapped around my fingers at the point I've had the last of it. I call the front desk they said there's nothing they could do I said can you bring me clean sheets and they said no housekeeper wasn't there anymore it was about midnight at the point. I go the next morning to speak to heather she comped us one entire night and send housekeeping up to clean and change the sheets which was great. Coming back for the 2nd night bathroom wasn't even touched. Same hair that was there the night before still there. This is just so unacceptable. I haven't been able to speak with heather because she was off the next day and it's now been 5 days I've called multiple times and haven't heard back from anyone. This was just beyond disappointing and unacceptable in every way. I wouldn't recommend this place to anymore even the ground of the property and the amenities are not that nice. Skip this overpriced dirty place. Do you wanna read it? read more

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Total 5-Star experience thanks to Michelle Weeks. Ducked into town for Devon's birthday party. After we booked at Pier House the birthday girl decided to choose La Concha as birthday HQ. At that point, we had already chose and paid for lodging at Pier House. Fortunately both hotels are part of the same brand. So McLovin and I got to Key West a day early and checked into our room. We are both seasoned and veteran travelers. I've stayed at this property many times over the years. But when we checked into our room it was hot, and the door to the patio / balcony was wide open. The temperature in the room was in the high 80's. Whatever, maybe these are COVID things? We stuck it out for 24 hours but the room never cooled off more than a few degrees. Bear in mind this place is a spa / resort on the water and comes with "resort" and premium pricing. So we tracked down Michelle, and she made everything right. Can't say enough good things about her. Consummate professional. She got us to the right room and everything was amazing. Michelle, if you ever decided to leave hospitality, I have a spot waiting for you at Amplification, Inc. Good stuff, thanks for being awesome! Cabeza OUT! read more

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The grounds are very pretty but The only thing I can really attest to is the most magnificent Key lime colada the world has ever known. I absolutely lucked into The poolside bar looking for a place to view the sunset. Luckily, I came across the best drink I've ever had in my life. I will probably fly back just for this drink. read more

Pier House Resort & Spa - Pier House Key Lime Colada - Hotels Near Me - Key West, Florida

I write this a few weeks after our stay. My goal is fairness, but there must be a limit to what these places can get away with. This is true especially given the extraordinary rates, during a time when "desperate" people want to vacation in the U.S., and when Covid "rules" continue to give hotels the excuse to offer much less than they did previously. We paid close to 1,000 a night for a modestly appointed room, with virtually no amenities. I asked for a shower cap 4 times, but never received one. There is a beach of sorts, albeit surrounded by seaweed. Although no fault of the hotel, the water was rough; many boats and watercraft run along the shoreline, fairly close. The beach bar has an efficient, unfriendly staff. After a week of our big tips and generously buying our friends' cocktails, the bartender, with whom we were most familiar, could not even serve my husband a Coke without a significant charge. The food at the outdoor bar is expensive and poor (we did not eat in the restaurant). The music each day varied from good to awful, and the singers' hours were limited to only a few. Even given this subpar, in need of painting. overpriced accommodation, I would say the location at the Mallory Square end of Duval is good, and our room had a view of water. But the coup de grace of our disappointment came when we asked for a changing room. (We had checked out at the required time, but had a few hours until the flight, so went to the pool.) The front desk receptionist said they did have any changing facility, and that we would have to use thr bathroom by the pool (photos of the dirty bathroom - the case our entire stay - attached). The front desk receptionist was unbelievably ill-suited for her position. When I called from home the next day to see if they had a lost and found (oh yeah, I left clothes in the bathroom), the girl said she could only see what was on top of a "found" bag of clothes. When I joked that the bag was not diseased, she said, and I'm paraphrasing now, "You will address me with respect!" and we were disconnected. My advise: stay somewhere else. This place leaves MUCH to be desired!! read more

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Dilapidated facilities, felt like a scam. I laugh at "resort and spa" in the name - these accommodations were nowhere near worth what they charge. I did some digging, the hotel was recently bought out by a corporate company that also owns hotels near airports and random middle of the country spots. I feel it's probably a big money vacuum undergoing major changes. The corporate company on LinkedIn keeps having all these "welcome to the team" posts... MANY new faces to the company. Maybe these people aren't corporate ghouls but I am not hopeful after what I experienced and with what they're charging... Just to spitball a few issues - lighting fixtures falling off walls and dim (vanity light) - TV was old and pixelated just weird quality - AC in the room was basically decor. It did not work to whatever you set it at. Had a mind of its own. - phone didn't work in my room - room flooded after a 10 min rainstorm. It clearly had previous flood damage in walls/ceiling from probably inadequately installed and/or OLD and not maintained doors/windows. I probably breathed in mold all weekend and did not know it. Maintenance came by to assess the damage and said himself to me and my boyfriend "yeah I've been here 20 years" "management does nothing" "happens - it rained" They sent one young lady to clean up this HUGE problem. My boyfriend and I spent an hour cleaning up for them with her; she made the bed, we dried, wiped and rang out towels - pointing out the hazard of this. Also, the curtains soaked, I recommended they get taken down and washed - I did not feel comfortable taking them down as there was flooding from the ceiling. Maybe ceiling was soft with water bubble? I was afraid of causing damage -- she did not touch them as there was a language barrier perhaps... unclear if they did anything about that later... - other room they placed us in after flood was "nicer" however it was surface level nice ... felt like a landlord special. Looking deeper it also had water damage on doors/ walls/ windows. Also had new issues: was slow to achieve hot water, elevator didn't work for 5+ hours, toilet seat looked like a second hand toilet seat they found in someone's trash. It had a weird layer of grit and film on it. Service in general: we ate dinner there one night. The food was actually ok but not to discredit this that's actually a low standard in key west for me because I got vicious food poisoning here in key west at another facility the day after. Otherwise we felt rushed out of the restaurant. We didn't get to eat the dessert there for example. The waitress asked "if I wanted the dessert to go" before we even got to finish our one and only drink - just weird behavior. Another weird service issue: during our swift scurry out of the flooded room one so we could get on with our day and trip, I left behind a sweatshirt and 2 other clothing items in a drawer. I realized late that night around 11pm. My boyfriend called the front desk and they said they would call us back once they discussed with their manager if they can go get it for us... they never did call us back but claimed they did after my boyfriend reached back out after one hour asking if they got an answer. (I am genuinely going to assume the phones don't work - not surprising) My boyfriend then went downstairs at no request and the front desk said it's too late to perform such an ask. The night manager then got involved and said she would use a master key and enter the room with him after some pleading as we were leaving in the morning and had no desire to deal with this place's chaos any more. Low and behold my items were not there.... Mind you I walked out of the room with house keeping after we cleaned the room with her. Who went back in the room? I assume someone took them. 1+1=2. Manager stated "they must be in lost and found with house keeping" but she followed up with she did not have key to that. Again, You're the manager... why do you not have access to that but you have a master key to all rooms? Bizarre. Even if the items ARE there .... why did they not alert us sooner? Why did they wait for ME to reach out about my items? Next day we get my items. They were in that strange room swiped by some house keeper who did not come forward with my items. Bizarre behavior by all staff truly. In the end, my boyfriend and I spent ~ 3800 dollars to stay here for my birthday weekend, not including the flight. We stayed pleasant, management didn't hear a peep out of us until the very last night 24 hours where we felt like we were being PUNK'd. It was off season, not too busy. No reason for the weird quality of service. Pity the fools. Don't be us. Yes, the manager?owner tried to make nice and took money off the stay (haven't seen this actual check yet - I'm sure it will get lost in the mail) and honestly it's STILL too much money for this dump. I'm still annoyed - actually disgusted with how people can do this to others. read more

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