La Concha Key West in Key West, FL

On 8/27/2024 I booked a hotel room on line for the LaConcha Hotel in Key West for Friday 10/11/2024 check in and 10/13/2024 checkout. The charge appeared on my credit card HOTELS LACONCHAKEY. We had a step in shower with a 4 to 5 inch rise to step into the shower with a glass door. I took a shower Saturday morning and noticed a large amount of water on the bathroom floor that wasn't absorbed by the towel on the floor outside the shower door. I placed another towel down to soak up that water. Noticed the water was going under the seal of the door to leak into the bathroom so I positioned a towel under the door to catch the water before it would go into the bathroom floor. On Saturday night we got back to the hotel and informed the front desk of the shower issues. The lady at the front desk was very receptive and empathetic to our issue and took notes of what we said. She told us she was not a supervisor and would have to give the supervisor her notes in the morning because there wasn't a supervisor there that night. I woke up Sunday morning and took a shower to go to church. Put another towel under the shower door and 2 on the floor. The shower drain was now clogged and filling up in the shower as was the water already leaking onto the bathroom floor. With the water filling up in the shower I had to cut my shower short due to the water almost coming up to the ledge of the door which would have leaked more water onto the bathroom floor and causing more damage. I went to church and after church as we entered the hotel we went to the front desk to ask for a late check out and the young man said he was looking for us to talk to us because he got the notes from the lady from the night before with the shower problems. We told him it was worse this morning with the drain being clogged and it was leaking still under the door. He was very empathetic and apologetic and said we are going to comp you your room, the only charges you will have is what you spent in the gift shop and charged to the room. We thanked him, he kept apologizing for the shower issue and said I'm sorry we didn't change your room, we thanked him again and appreciated it. The concierge guy was there and witnessed the whole conversation. The front desk guy said we could have a late checkout until noon. We brought our luggage down and checked out, he gave me a receipt for the $8.60 for the seltzer I bought in the gift shop and said there is no room charge. The concierge was there again and he took our bags to the side room for us. Around noon we got our bags, left the hotel and drove home. I waited until 10/28/2024 for my credit card to be reimbursed and since it hadn't I called 1-866-314-1330, the number next to the charge on my credit card statement and inquired on when my card would be credited since the hotel rep said they were comping the room. At this time is when I realized there was a 3rd party company that the hotel used to who I booked the room with. I called the hotel and spoke with Joclyn. I explained the whole situation to her. Joclyn said let me call you back as soon as my supervisor gets back, Joclyn never called back. I called and left messages for Joclyn to call me back 3 times, I never heard back from her. I forwarded her all emails from the 3rd party, Hotels In America. On 11/5 I called the hotel again and asked for a supervisor since Joclyn ignored my calls and emails, I spoke to Brittany on 11/5. I explained the whole situation again and asked her to get the emails from Joclyn, Brittany said she sees that the hotel was paid by Hotels In America and asked me the name of the person at checkout and to describe him. Brittany said she would reach back out to me within 48 hours, I never heard back from her. I called the hotel on 11/11 and Joclyn answered the phone, once I told her who it was, she hung up on me. So I called the hotel right back and spoke to McKinley and explained the situation again, gave a description of the employee who checked me out that day and she said that the hotel rep at checkout shouldn't have said he was going to comp my room, only a supervisor could do that. I told her I don't know his name or title but that's what he told us at check out and gave me a receipt showing no room charge, just the charge for $8.60. I asked McKinley for the General Managers name and that I wanted to speak to them, she said they are not available and gave me the email for Tiffany Scott but I did not contact her. Joclyn's last email to me when I told her I was going to report this to the BBB, her reply, Good Luck With That. So I did and LaConcha ignored the BBB also.

I almost never leave reviews but the service made me make one today. There was an African American gentleman with dreads and earrings working at the front desk with a horrible attitude. I watched him treat a couple next to me awfully. And when I tried to put in a simple housekeeping request, I was met with a sigh and rolling of the eyes, etc. I Can’t say I’ve ever seen a worst attitude and work ethic from a front desk employee than I did today at this hotel. I want to mention the rest of the employees I encountered were very polite.

I went to Perla with some friends the other night. It was a wonderful experience. The restaurant has been remodeled. It is very spacious and modern. The food was delicious. We had several appetizers and entrees. Everything was fresh, tasty and very large portions. The Pilar drinks were amazing! Can’t wait to go back.

I stayed at La concha for 1 night and everyone was so accommodating. The Bellman staff was awesome and the check-in went smoothly. I also really liked the decor and design of the room I stayed in and the common areas. I truly felt comfortable throughout my entire stay. The location was also perfect. Thank you La Concha.

Beautiful facility and must commend the very attentive wait staff - Geraldine, Krichelle and Gigi at breakfast and Milana at dinner time- and delicious meals. It is centrally located and walking distance to everything. Highly recommend this hotel.