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Disappointed Dear [Hotel Management/Guest Relations Team], I am writing to formally express my significant concerns regarding a recent stay at your establishment. While I wish to acknowledge the commendable professionalism and courtesy extended by one of your check-in staff members during our arrival, the overall experience was unfortunately overshadowed by two distinct issues that I believe warrant your immediate attention and thorough investigation. Firstly, during the check-in process, my husband, who was traveling on a business trip as military personnel, encountered an unforeseen difficulty. Having misplaced his physical identification, he presented a clear photographic image of his ID and sought guidance from your staff regarding alternative verification procedures. Regrettably, a different staff member, whose cultural background is not relevant to the complaint, responded in a manner that he perceived as unhelpful and distinctly rude when attempting to address his situation. When this matter was escalated to a manager, the conversation was, to our dismay, abruptly concluded with an insistence on the absolute requirement of a physical ID. While we fully comprehend the importance of identity verification, it is our understanding that many hospitality establishments are equipped to verify a guest's identity through alternative, robust methods, such as photographic evidence combined with cross-referenced personal details, particularly when a guest is actively on official duty and has genuinely lost their physical document. This inflexible stance caused considerable inconvenience and ultimately necessitated direct contact with your corporate office, leading to the cancellation and subsequent rebooking of our original reservation. The treatment received during this process was unprofessional and caused unnecessary stress and delay, particularly for someone traveling on essential business. Secondly, the room requires maintenance , toilet seat I might add had chipped off residue on it as if it was run over by a car — paint residue on the slide door of the bathroom , a nose plaster was sticking on the floor next to the bin in the bathroom. Cleanliness should be a top priority… Thirdly, upon reviewing our itemized bill, I discovered an unfamiliar charge labeled "Island outreach contribution." This specific charge was neither disclosed to us during the booking process nor mentioned at any point during check-in, and we certainly did not provide consent for any such contribution. While I am aware that many hotels include standard destination or resort fees, the introduction of this particular charge, without prior notification or explanation, is highly concerning. I respectfully request a clear and comprehensive explanation for this "Island outreach contribution," its justification, and clarification on why it was not transparently communicated to us before being applied to our bill. We hold high expectations for professionalism and transparency, and these incidents fell short of what we anticipate from a reputable establishment. We sincerely hope you will conduct a thorough investigation into these matters. We anticipate a prompt response addressing the unwarranted charge and would appreciate a review of your check-in procedures and staff conduct to prevent similar regrettable situations for future guests.

Thank you Mimi for taking such good care of us My girlfriends and I came over to Key West the week before fantasy fest and we checked into the Hilton Gardens, the Keys collection and we were greeted by Mimi. What a great person she is …..she is happy & fun, efficient, knowledgeable about the stay and the places to go and the trolleys and what to do and she was just out of this world!!!! Mimi treated us like we were three queens…… there was not one question or concern that she did not take care of with a smile _. We thank you so much Mimi we will be back to Hilton Garden Inn, the Keys collection the next time we’re in Key West…. thank you so much for the excellent service….You deserve a raise girl.____

“Exceptional stay with friendly staff" The staff was welcoming and efficient, answered all my questions and provided us with glass of champagne when we checked in.