Hilton Garden Inn Key West / The Keys Collection

Negatives: The front desk staff are useless and Cleary have no idea about customer service ! They gave us keys 3 times for the room which did not work and then came along themselves and could not open the door then told us it not their fault and they will call maintenance . I then called for the manager who was equally defensive and rude. Not once did they apologise about this to us, they were to obsessed with justifying their service fails. Check in took 4 attempts and 1 hour... Faulty Towers

Negatives: Breakfast food quality and service

Negatives: This was my wife and I ,25 th Anniversary we Stayed at the Hilton Garden inn Key West The Keys Collection. We stayed at the Hilton before and expected what you would from the Hiltons the best . This was not the case. First when we booked it stated you would receive round trip transportation to and from the airport. When I asked about this I was told that was not true .. cabs and Ubers ran from 150.00 to $211.00 . It was cheaper to rent a car. I was advised this in writing , also two complimentary bottles of water and two alcoholic or non alcoholic drinks daily .they did provided you with two bottles of water drink of water, but they gave you a $15 credit to use at the bar instead of just letting you go up and order ,That was it a $15 credit to be shared by both people ,beers cost seven dollars and mixed drinks were 12 dollars. The room was nice but the bed was terrible,it was a old mattress with springs on one side it sagged . We addressed this with a Manager who offered to put a mattress top on the bed . We accepted that as a solution but the cover never came. We asked for a few times during our stay and it never came. Also I payed over 200 dollars per night and The Hiltons charged me to park in their hotel lot I was staying at , I am also a Hilton Honors member. The maid service was of the poorest quality I have ever seen ,it appeared to me to be just laziness or people just didnt care to do a good job. I was told on arrival , maid service has to be requested everyday or you can request for your whole stay I did this . I would also call desk services in the morning and request maid service , My wife and I would come back 5//6 at night after our day out . and when we would return to the hotel, we would find that a room was not cleaned. I will call the front desk. They would say they would send somebody to do it immediately.

Negatives: The extra fees. You're charged a $15.00 per day parking fee. If you don't tell the restaurant staff you're a guest, they will charge you for breakfast. The staff didn't ask us if we were guests. They let us get our food then presented us with a bill. You're given a $15.00/per day meal credit, if you don't use it, you lose it. On checkout I told the staff that about the mix up with the meal credit, being that I paid out of my pocket for breakfast, by the way was included in the booking of the room. They refused to credit me the bill towards my room. For what I paid for my stay for 2 nights.......it's worth it the money at all. I've always stayed at the Marriott, except this time. Trust me, I've learned my lesson. The room....was mediocre. It looks like they took over an old motel and made minor upgrades. For example, the bathroom door wasn't a regular door. It was barn type sliding door. The furniture was very dated. The lighting was not bright. The room felt dull. So if you're going to stay at the Hilton, don't have high expectations.

Negatives: Not sure why the room we reserved weeks in advanced was not ready at 6:45 pm, but the staff provided us with another room very comfortable.

Negatives: Nothing

Negatives: No elevator and we were on the 4th floor and no housekeeping and breakfast was minimal and too pricey for what was offered

Negatives: When we arrived, we were told our room had been canceled. I received no notification that my room been canceled and they claimed it was because my card was declined. My card should not even been charged until I checked in at 8:30 like I had requested.

Negatives: I like to the property

Negatives: Guest service Need improvement