Hilton Garden Inn Key West / The Keys Collection

Money grab hotel - Awful Awful experience all around. Security deposit is not a security deposit by the way. I paid $00 for it and they sent $100 back. Didn't tell me that. Security was rude and mean. Can't bring your own drinks to the pool.

I would stay here again! My stay at the hotel was exceptional, largely due to the outstanding service provided by the staff. From the moment I arrived, the team was warm, welcoming, and attentive, ensuring all my needs were met with genuine care and professionalism.

Rick's Birthday 2025 ! Very relaxing... it rained so we stay at hotel alot. It was peaceful we'll be be back next year for sure. Needed the rest badly.

Would Not Recommend. Here is my week experience 8/5-8/12: multiple occasions of false and inconvenient information, excuses rather than solutions, and unhygienic parts around the room. 1. Initially was given a room without the number of beds I booked/paid for, which was immediately corrected. 2. Every bottle provided (hand soap, body lotion, shampoo, conditioner, and shower gel) appear half used and have not been wiped clean of dust or dripped product (pictures for reference). There was a wipe-able brown stain on the toilet handle and hair on the shower door on arrival. 3. Prior to our arrival, I was told there was an airport shuttle when there in fact is not one. 4. I was unable to have my dirty clothes laundered on 8/11 due to early pick up, although I had the laundry bag dropped at the front desk before 8AM as the service form says. 5. The woman concierge had a poor attitude and was outwardly frustrated with booking details when I asked/confirmed about receiving the printed 20% discount on bike rentals for two. 6. Was told by 3 different front desk members that the pool offered by a sister property closed at 11pm. I spoke with the manager on duty this morning, 8/11, about my concerns regarding the incorrect information and inability to now have my clothes laundered due to leaving the hotel tomorrow . I was presented with an apology which then was followed by excuses. In regards to the airport shuttle, I was told "I don't know who you spoke with and there is a shuttle to Old Town." In regards to the laundry service, I was told it is coordinated with a third party who picked up early this morning, 8/11. I was told they will ensure the third party follows the times that are promised to guests, although, I feel this should already be happening and not be followed through on account of my loss. Terry, the concierge lead, made up for the woman's attitude, as he was fantastic to speak with! At the end of the manager and my conversation, I was given a $40 account credit to be used at the pool bar or lobby convenience shop "due to me paying for everything up front and there not being a way to charge me less." This offering was not a solution to anything we discussed as nothing we spoke about was financial. Additionally, I was unaware that I did not need to pay the entirety up front, as that was how I thought I booked this stay. I must say my expectations coming to Hilton were not high, rather neutral and unassuming, but at this point I do feel displeased with the overall experience and service received.

Misleading photo(s) The picture of the pool is very misleading. it's much smaller and dated. However, the lobby area is very nice. The rooms are below average at best.