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Our reservation through Booking was for two rooms with King size and Gulf view, one for two adults and a child and the other one for two adults.We chose the hotel, and specifically those rooms because they were in the main building, with easy accessibility for senior people with limited mobility, easy communication between the rooms, pool and breakfast, and the sunset viewing the ocean when we arrived. During those two hours I think she was more time inside that room than at the front desk. During the time that we spent at the lobby (around 2 hours), we had the chance to share brief impressions with other guests at the hotel, some of which were clearly shocked and astonished by the employees attitude, or frustrated with her continuous trips to the room by the front desk, leaving the reception empty. From the first moment, the employee´s attitude was unbelievably aggressive and she appeared to be in an extremely agitated state of mind. It was then when the employee (Lee on her badge), came out from the room next to the front desk. We arrived around 6 p.m.There was nobody at the front desk, so after waiting for a while, we called the hotel by phone. I would stay away and surely don’t book it via !! You might end up facing the same nightmare…… Also the hotel does not look like in pictures at all so not worth the price, the reception was quite sad and poorly decorated for Christmas. What a nightmare! Totally unbelievable and wouldn’t expect this from a reputable hotel, such situation did not even ever happened in a hostel to me! In the end, they offered a similar facility from the Group which was satisfactory. She changed versions 10 times in a few minutes. Hannah would also lie to us saying that the hotel was fully booked for both of the nights we were staying in Key West while the system, and her colleague were confirming the opposite. At one point she left and locked herself up in the back office arguing she would not help us anymore because she was fed up with us - it was hilarious! We were lucky as her colleague at reception was much more reasonable, informative and helpful. It took a good hour to make her realise of how nonsense this was. The manager who ‘welcomed’ us, Hannah, was zero apologetic, about it, very rude and pushy throughout to get us to accept to a worst facility nearby (for the same rate!). We booked our stay via and once we arrived for check-in, they didn’t have our reservation in their system and were fully booked for the night. Horrible experience and incredibly rude staff.
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