The Reach Key West, Curio Collection by Hilton

I’m very sorry to say that the stay was abysmal. First, it took us 25+ minutes to get checked in just to get physical key cards. Supervisor Annie tried for 20 minutes to get our two rooms closer together but finally gave up so we were on opposite ends of the hotel. That's fine. Things happen. The rooms themselves and even the outside of the resort, however, are in a state of disrepair. Our first room had two broken USB ports. That’s not too bad. Again, things happen. We understand small hiccups. No stay is perfect. However, there were so many physical issues with the outside of the hotel and the insides of the rooms that it was appalling. A few examples: rust and discoloration everywhere outside, poor water drainage (there were standing puddles even before it rained) our rug was ripped, and small amenities were overlooked. The coffee machine was filthy and there were only decaf Kcups available in our room, and the shower didn’t have any conditioner. Not that the bottle was empty…the middle bottle where the conditioner should be wasn’t there at all. It looked ripped off of the wall. We called housekeeping to get some hair conditioner and they originally wanted to send engineering to our room thinking our air conditioner wasn’t working. I explained their misunderstanding and finally got hair conditioner. The toilet even wobbled like it would fall over if you moved too much. Meanwhile, in the other, their balcony sliding door barely slides. That’s fine. More secure that way, right? I’m being only partly tongue in cheek. Well, evidently the plumbing was hooked up backwards in that room for the shower because the shower was extremely cold unless you moved the lever almost all the way to cold. Then, it was scalding hot. Needless to say my parents were forced to take cold showers. They also had no hair dryer and it took multiple calls to get one and about 45 minutes. The text system that was touted when checking in was an abject failure. I finally walked them over ours so they didn’t have to wait any longer. Also, while the weather isn’t anything anyone could control there was a downpour at about 7pm and there was a waterfall of rain inside the building right past the main lobby flowing right into the elevator shafts. There was a major structural leak in the glass skylight in that section. No wonder only one of the elevators was in working order. Holy cow. I can recall only a couple experiences in a Hilton in the last 10 years of traveling extensively for work that came close to the terrible stay this turned out to be. I’ve stayed at better simple Hampton Inns in rural areas while working and travelling. To call this establishment a resort is tantamount to calling my two grape vines at home a vineyard. I’m beyond disappointed. I brought along my parents for this single night excursion as a treat and I’ve never been more embarrassed. This property, The Reach, is in really bad shape. The level of customer care was as poor as the facility itself. I had this email written up before we left since I knew I wouldn’t be able to send it until I returned home, and I’m afraid I have to tack on this last part because of how the valet process was when trying to leave. You have valet service only but the system in place is severely flawed. I texted the number as per the instructions on the valet ticket, and although I received a prompt text back, there was a disconnect between whoever answered the text and the valet assistant himself. We ended up waiting 35+ minutes for our vehicle (the ticket says to expect 10 minutes) because whoever answered the text didn’t relay to the valet that we wanted our car. After over a half hour I finally went over and asked what the hold up was. He said, “oh. No one told me. I’ll go now.” Another 10 minute wait later and we could finally get away. Unreal. Hilton should honestly be professionally embarrassed by association. This is only what would fit in this review too. It’s not all. Wow. Read less

We are here now for first trip to key west. We are Hilton Diamond members. Do not recommend it unless you lower your expectations. It is very dated. Both Elevators are out. In room coffee maker doesn’t work. Key card is touchy. Toilet doesn’t fill quickly unless you remove the tank cover and jiggle the handle. Pool is small and crowded with a bunch of kids. Beach is so so-don’t expect to have a large area of sand, it’s key west after all. Food at four marlins was pricey compared to quality. Just not happy with this hotel. 45 dollars/day to park. Staff is friendly , however. This is a 2 star motel for sure . This should be designated as a budget hotel . Read less

Great location and despite sub-par accommodations we had a blast in Key West. Not what we expect from Hilton at all. The elevators were out of service our entire stay and air conditioners in room did work but couldn’t keep room temp below 72 degrees. Beach area was very dirty with algae and seaweed. Staff very nice as usual for Hilton properties. Highly recommend this area of KW to stay but would look elsewhere for accommodations. Read less

Our wedding day was nothing short of magical, despite the severe weather leading up to our big moment. Charlie and I, T.A., couldn't have asked for a more dedicated and professional team to ensure our day was perfect. The venue staff, led by the wonderful Leslie, went above and beyond to keep us informed and prepared with several alternative plans in case the weather interfered with our gazebo wedding. The expertise and seamless coordination between our wedding planner, Brittany from Simply You Weddings, and the venue staff were evident throughout the entire process. It was clear they had worked together before, which made everything run smoothly. Against all odds, the sun made a dramatic appearance at 3:23 PM, a beautiful coincidence given that our wedding date was March 23. The gazebo, located at the end of a boardwalk and featuring classic clear blue Caribbean colors, provided a breathtaking backdrop for our ceremony. One of the highlights was our stunning sand sculpture, crafted by the talented artists from Just Sand and Water. The sculpture was a huge hit on social media, capturing our vision perfectly. The artist even matched the graphic elements from our wedding invitations without us asking, a touch that made the day even more special. Following the ceremony at the picturesque gazebo, we moved to the rooftop Caribe Terris for a delightful cocktail hour. Our guests were treated to champagne and a selection of elevated hors d'oeuvres, including Charred Watermelon, Greek Skewers, Key West Conch Fritters, and Mini Crab Cakes. Chef was incredibly accommodating during our tasting, making modifications to the Red Snapper that delighted our guests, many of whom had never tried it before. To ensure smooth service, we hired an extra bartender, and the team was exceptional, bringing drinks to us as we mingled with our guests. The dinner in the ballroom was beautifully decorated, seamlessly blending our handmade lanterns with the venue's elegant decor. The venue also generously offered a 10% discount for our guests' accommodations. The only hiccup was with the mandatory in-house lighting and sound team. Unfortunately, they charged us for setup and breakdown of carnival lights, even though they remained up for our entire stay. They had the lights up when there was no wedding during our initial visit or food tasting, making the charges even more frustrating. They also damaged our custom star lanterns by using scotch tape to attach them to their lights and charged an exorbitant fee for a brief use of a TV. Despite this, the overall experience was overwhelmingly positive. On a brighter note, there were zero audio hiccups, and the team worked seamlessly with our wedding band, The Leafy Greens Band, a talented husband and wife duo. Three months on, our family and friends are still raving about our wedding. We couldn't have been happier with Simply You Weddings, who we chose for their ease of communication and LGBTQ+ representation on their website. Brittany expertly navigated the weather-related challenges, ensuring our day was as perfect as we dreamed. Our flowers, arranged by the talented team at Foraged Living, exceeded all our expectations. The beauty of the arrangements added a special touch to our celebration. Filda Konec Photography captured every picturesque moment, and we couldn't be happier with the stunning photographs that tell the story of our day. A huge thank you to the creatives and the planners. We couldn't have had this day without you. Our advice to future couples? Trust your creatives, give them the freedom to work their magic, and step back. You'll be amazed by the wonderful surprises that unfold on your special day. Read less