Hilton Garden Inn Key West / The Keys Collection

Excellent customer service The customer experience was almost without comparison. We were treated as one would expect at a high-end hotel, but of course this was much better value. Kudos to management for what appears to be a superior attitude from every staff member with whom we interacted. Well done.

Very nice The front desk staff were very helpful and accommodating. The breakfast buffet was very good and the room was clean and spacious. The shuttle to and from Old Town was on time. I would definitely stay here again.

Disappointing Stay with Multiple Issues and Poor Communication Unfortunately, our stay at this hotel came with several frustrating issues that significantly impacted our experience. Digital Key Failure: Upon arrival, the digital key through the Hilton app didn’t work, requiring us to go to the front desk for physical keys. Safety Concern: When we entered our room, we noticed the safety lock was broken, and it appeared as though the door had been kicked in. We immediately called the front desk to report it and request a room change. Initially, we were told to come to the lobby to switch rooms. However, once there, we were informed that the hotel was sold out and a room change wasn’t possible. Instead, they sent an engineer to fix the lock. Only after the repair — and as we were leaving the hotel — were we offered a room change, which was too late and would’ve further delayed our plans. Shuttle Delay: We used the shuttle service to downtown Key West. The return shuttle was over 50 minutes late, and we were left waiting with at least 20 other guests. We called the front desk twice and only received one answer. The delay was incredibly frustrating and poorly managed. Towel Shortage: There were not enough towels in the room, which was an inconvenience. Room Key Issues (Again): On the second day, our keys stopped working. We explained to the front desk that the red light on the door suggested a dead battery, but they simply handed us new keys and sent a staff member to “show us how to use them.” Unsurprisingly, the new keys didn’t work either due to the dead battery. Another call to engineering was needed, causing yet another delay in our plans. Misleading Photos: Lastly, the hotel photos were a bit misleading. We hadn’t realized the rooms were motel-style with outdoor entry, which was not what we expected. On a positive note, the lobby was clean and well-kept, and the buffet breakfast was decent. Unfortunately, the combination of safety concerns, poor communication, maintenance issues, and long delays made this a disappointing stay. We hope the management addresses these concerns for future guests.

It was a hotel, that’s it. Don’t expect more. Lounge staff found as many reasons to say “no” as possible. We’re out of toilet paper, could you get some from the back? No, someone will be up in a half hour. Could I get a ticket for the complimentary bus service? No, it’s full. Etc. Also why would the (usually complimentary AT EVERY OTHER Hilton) breakfast be $18 a head?!

Honeymoon road trip Booked a two night stay here as part of our honeymoon. We had previously stayed here a few years ago and much prefer to the Waldorf. Was checked in by Ncumisa who was a breath of fresh air very friendly and professional. Got upgraded to a suite which was great as our daughter was staying with us. Great location very well kept and clean. We will definitely be back again when we have the funds to visit America again. Great job garden inn.