DoubleTree by Hilton Grand Key Resort in Key West, FL

Day 1 Check in went well. Very informative. Professional. Got to the room. Smaller than pictures show. But pleased that the balcony was larger than the ones around us. Still, a bedroom for 4 but balcony chairs for 2. In fact, everything about the hotel is structured around the premise that only 2 will be occupying the room advertised for 4. Two water bottles, towels for 2 people, 2 chairs on the patio, 2 drink glasses, 2 coffee pods. Room for 4 but only one luggage rack. Table between 2 queen beds but no bedside tables for the other 2 sides. We had 3 in our reservation. Which guest is going to go without? Then tried to adjust the thermostat. It was 60 degrees in Key West and, anticipating temps into the 50s overnight, we wanted to have heat in the room. After trying to program it for 5 minutes and only getting AC modes, I went to the front desk only to find out there is no heat in the hotel. We are Senior Citizens. And there are no heat options. Unacceptable! Went to the Palm Restaurant. Advice- don’t go. Only went because had Hilton credits to use but the prices are outrageous. Service is mediocre at best. Prices are extremely high compared to the food received. Again, mediocre taste. We were charged full price for a coffee refill. And, even worse, the staff kept using a door to the outside that did not close on its own and let the cold air into the already cold room. No consideration from the staff. Note: Patrons of the restaurant were all wearing coats while eating. That’s how cold it was in the room. On the positive side, showers are hot. Day 2 Woke up the next morning to the sound of someone sneezing in the next room. Then came the conversations, hearing every word because the walls are so thin. When talking to someone at breakfast, he also complained of the walls being thin. There were a lot of choices on the breakfast menu but when the food came, I was not sure what those hard rocks were on my plate. Colored white, orange and black, I assume it was an attempt at breakfast potatoes, but who eats black potatoes? The day got better as we spent time away from the hotel. But they did come through when we needed to plug in our rented golf cart. All in all, I would not choose to stay at this hotel again.

3/5 experience so called remodeled but still dated . Non stop nickel diming with the resort fees . Non smoking 🚭but everyone was smoking 🚬and vaping 420 outside my room

This hotel is near the airport and offers free shuttles to and from the airport. It is not walking distance to Old Town and all the sights, but they offer an hourly free shuttle to and from the heart of Old Town until 11 p.m. daily. If the line was long, they quickly dispatched a second shuttle within a couple of minutes so no one ever had to wait long at either end. The property is a tropical oasis. It is a short walk to the waterfront sea wall walkway along South Roosevelt. The grounds are lush. The pool and outdoor bar complex and beautiful and relaxing. With the exception of only one of the shuttle drivers, service was consistently excellent. The concierge originally from Canada, with the blue eyeglasses frames, is first rate and friendly. The rooms are comfortable and include a mini-fridge, a nice sitting/reading chair, and a desk area. The only reason I did not give five starts is because one of the two elevators was out of service during most of my stay and I had a maintenance issue in my room, which was promptly fixed. Other than that, I have no complaints. In fact, when I return to Key West, I will be staying again at this property. It is a no-brainer.

To be clear in this review I typically stay at higher end hotels so maybe my expectations are unrealistic. However, some basic customer service expectations are not. Keywest is a great place and one has many options at different price points. One could do a lot better. 3300 for 5 nights. I had originally booked at a much higher end hotel which incidentally was 300 cheaper for the week. But I switched because my friends were staying here. I’m a Hilton Diamond member so justified it with the potential upgrades and perks I would get. Positives: Staff very friendly. Pool and outside area nice. Free shuttle hourly downtown and to airport. Breakfast decent. Free coffee in lobby. Rooms clean and not bad in terms of comfort and cleanliness although tiny. Negatives: way far from downtown Keywest. Although the staff are friendly not very efficient or competent. Let start with breakfast. Had to ask for milk 3 times for my coffee. Bill charged me for 2 breakfast instead of one. And getting a single refill on a cup took several efforts. Front desk. I had booked a room with a balcony which was extra. Two types of balconies, one more spacious. Mind literally the width of the chair. See photo. You can face the pool or parking lot. I asked for an upgrade. I was told one would be available the next day but then not for all of my remaining 4 nites. I checked again in the morning. One would be available in 2 nights then for my remaining 2 nights. I mentioned that I’m not sure what is going on in my room with the overhead fan and light but it went off three times during the night. I figured out on the remote eventually how to shut it off but when it happened the second time I called the front desk to try to see how to make it stop. Good luck getting the front desk. I spoke to them about this issue when I was trying to get the upgrade and they made no explanation, offered any help. I guess Hilton doesn’t teach its employees to apologize and see what can be done. I’ve certainly had worse experiences but so not worth the cost of this place

The hotel itself was great, but you better check your bill before you leave. All of us were charged a parking fee and tax although none of us had a car! We were also charged for poolside lunch and drinks and we never even went out by the pool. All were taken off the charge, but what a hassle. If you don't check, you could be paying way more than you need to. They should not be allowed to add a parking fee for every guest!