We recently booked a stay here through Amex Fine Hotels + Resorts (FHR), expecting a premium experience. Instead, we faced non-stop operational breakdowns, safety hazards, and terrible communication. 1. Infrastructure & Room Issues: Right after check-in, the room Wi-Fi failed, making the TV completely unusable. A tech admitted ongoing hotel construction was knocking out the network. Because of the extreme summer heat, we were stuck in our room from 3 PM to 9 PM with zero entertainment. The issue repeated the next day with no fix. Additionally, our balcony door lock was broken upon arrival and had to be replaced by maintenance. 2. Emergency First Aid Failure: With the TV down, I took my family to the pool, where my young daughter cut her toe and was heavily bleeding. I called the front desk urgently for a bandage. They promised room service would bring it immediately. After waiting 20 minutes with a bleeding child, I received a text stating room service was unavailable and I had to walk across the property to get it myself. Delaying emergency care due to poor communication . 3. Hazardous Shuttle Service: On 6/23, we took the 6 PM hotel shuttle to downtown Key West. The driver said the main bus broke down, so they used a backup vehicle with no working air conditioning. It felt like a hot furnace for the entire 15-minute drive. Shockingly, for our 9:25 PM return, they picked us up in the exact same overheated bus. 4. Amex Billing Errors: At check-in, staff explicitly confirmed that our $100 property credit and $60 daily breakfast credits covered taxes and gratuities. At checkout, they went back on their word, line-itemed those taxes/tips, and billed them to my card. They also left off our Day 2 breakfast credit entirely. I logged a dispute and was promised a manager callback within 24 hours. It has been three days, and the hotel has gone completely silent. For a luxury brand, the lack of maintenance, safety protocols, and basic service recovery is shocking. I am still waiting for management to fix my bill.

I brought my partner here for a short 2-night getaway, and we both enjoyed the calm and relaxed atmosphere. It’s not overly fancy, but it’s comfortable and peaceful, which is exactly what we were looking for. The staff were polite and made sure we were settled in properly. We didn’t have to deal with noise or disturbances, which made the stay more enjoyable. It’s a good option if you just want a simple and quiet place to spend time together.

I rarely leave negative reviews, but this stay was frustrating from start to finish. After checking out, I never received my hotel folio or receipt by email. I called to request it and spent nearly 20 minutes on the phone while the reservations agent struggled to locate my reservation, despite me spelling my name multiple times. She ultimately said she couldn’t send the receipt herself and would email another department to do it. I also had to spell my email address multiple times. I never received anything. I called again days later to request my receipt and was left on hold for over 10 minutes without any resolution. It is unbelievable how difficult it is to obtain something as basic as a hotel bill after your stay. Unfortunately, the service during my stay wasn’t much better. One morning I ordered breakfast and coffee, but the espresso machine had broken and no one knew how to fix it, so espresso drinks weren’t available for the entire weekend. I then waited nearly an hour for my breakfast because the kitchen was experiencing delays. Overall, it felt like the hotel was still learning how to operate. Basic guest services—from preparing food in a reasonable amount of time to answering the phone and providing a receipt after checkout—shouldn’t be this difficult. I expected a much more organized and professional experience.

Went to bayzos pub inside resort. Made reservations. Probably should do that since it's very small. Such a beautiful place in general and the pub reminded me of being in an English pub. Entertainment on Friday nights. During our meal there was singer who engaged the crowd and made it really fun. Not a lot of food options and is pricey. The food was very good. Cocktails were excellent. When we were done eating we moved our seating to comfy side chairs with cocktail table. We then walked around the resort only to discover another restaurant to try. Gorgeous decor with historical elements.

I only stayed here for one night while passing through, but the experience was smooth from start to finish. Check-in didn’t take long, and the staff were welcoming even though I arrived a bit late. The room was prepared and clean, which I appreciated after a long day of travel. The environment is quiet, which made it easy to rest before continuing my trip the next morning