The Reach Key West, Curio Collection by Hilton

We had a great time. The staff was excellent. Enjoyed the beach and the bar, drinks were expensive but not out of line with the rest of Key West. Our room was great. Yes at least one elevator was being worked on most of the time we were there but it wasn't an issue for us. Check in and Check out were very efficent. We had a late flight and the gave us a little extra time before check out. All in All we would happily return and stay again Read less

The reason I chose this hotel was because it was right on the beach, had ocean views, and a restaurant. Although we didn't have to leave the hotel, there were great restaurants on both Simonton and Duval Street's. We had ocean view rooms and got a free upgrade to a ocean view suite, which was a nice bonus! There was a problem with one of the elevators but didn't cause any delays. We ate and enjoyed several meals at the hotel restaurant including brunch. We were a party of eight and everyone was able to get something that they liked. And happy hour was 4 to 5:30 with half priced appetizers and drinks. We ate at Louis Backyard, across from Jimmy Buffet's house which was a short walk from the hotel. The Reach had a really great staff: Jose, Lisa, Stephanie, Robert, Klara, Kimberly, and Jackie. We also enjoyed the guitar players during the afternoon. The one downside is that two of our four rooms 330 and 530 did not have a separate door to the bathroom. We had to close the bedroom and living room doors for any privacy. You need to add a pocket door. We found this very upsetting the first time we used the bathroom. We believe that is the same for 230 and 430. Read less

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