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Home  >  Hilton • Hilton HHonors • Hotel Reviews  >  A Tale of Two Waldorf-Astoria Hotels
HiltonHilton HHonorsHotel Reviews

A Tale of Two Waldorf-Astoria Hotels

Kyle Stewart Posted onJune 17, 2018September 15, 2021 20 Comments
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We tried a pair of Waldorf-Astoria Key West properties and the two couldn’t have been more different. One had great grounds but terrible rooms, the other excellent rooms but none of the history. It was the most bizarre tale of two Waldorfs and they were just a five-minute walk apart. 


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Casa Marina Hotel – Key West, FL

I have never been so excited by a hotel lobby to be so very let down by the hotel room. In a previous post I commented on how late we had to wait to be checked in. Then the room that we received still hadn’t been cleaned, was not up to standard for the brand and certainly not worth the amount we paid in points nor had we paid cash.

I had compared it to a Holiday Inn, but that room wasn’t fair to Holiday Inns. They may not have the Salvatore Ferragamo shower gels but I have never stepped into an outright dirty one and that includes a cinder block nightmare in Strongsville, OH. It wasn’t great but at least it was clean.

It’s such a terrible disappointment and we actually debated the decision for more than 20 minutes while we waited for our things to arrive from the Bell service. We looked at other area properties including the nearby The Reach, another Waldorf-Astoria under the same management group.

The hotel food was excellent, they gave us a $75 credit while we waited for the room to be prepared. And while we enjoyed the food and beverage credit and it was a thoughtful gesture from the property to accommodate us while we waited for the room to be prepared, we had a long drive in and just wanted to take a shower. In a clean room.

Samplings from our $75 credit
Samplings from our $75 credit
Samplings from our $75 credit
Samplings from our $75 credit

It was also a piss-poor experience for a Diamond. In order to be a Hilton Diamond, you have to spend a lot of time in their properties and I have. I know that lesser properties have done far better for fewer points or dollars per night. The reason that Waldorf-Astoria, Ritz-Carlton, St. Regis and Park Hyatt hotels can charge so much for their rooms is that the experience is exemplary.

Casa Marina left an awful lot to be desired. The hotel built by Henry Flagler in 1920, Casa Marina captures a period of United States history and is part of the National Trust for Historic Hotels of America, but its rooms leave a lot to be desired. The Trust of Historic Preservation may call the hotel a landmark, but the guest rooms are more like a relic.

Casa Marina, a Waldorf-Astoria resort
Casa Marina, a Waldorf-Astoria resort

Service Intervention

My wife and I determined that even if we weren’t paying a dime for the stay out of pocket (we cashed in 80,000 points per night) we weren’t staying in that room. I started back to the front desk after waiting about 20 minutes in the room for our things to arrive. About halfway back to the front desk, I found the Bell staff bringing our luggage cart to our room. I stopped him on the way and told him we wouldn’t be staying. Ricky was alarmed but friendly and remained professional. He didn’t let it phase him, though I probably told him something he didn’t hear very often – that we were leaving before he could even deliver the bags due to the condition of the room. That being said, he didn’t act entirely surprised either, so what does that say?

I returned to the desk where my original agent was checking in another guest. She quickly looked at me and asked if I was there to return the keys (she believed she had given us two pairs though she hadn’t). I explained that no, we would instead be checking out in a polite but direct tone. She smiled nervously and returned to the guests in front of her, I waited for another agent to check us out and issue the refund.

I had waited about five minutes by the time Taj, an Assistant Manager had approached me from behind the desk.  He asked if I had been helped and I said no, told him the issue and he took it on to solve our issue. As the two Waldorf-Astoria properties are just a block or two away and share the same management team, he could access their system and called over to The Reach to hold a room for us. He wanted to show me the room before committing us to the switch which I really appreciated.

Once we agreed, he had us book a new room at The Reach (he opened award space up for us) and then indicated he would refund the unused room at Casa Marina Key West a Waldorf-Astoria.

The Reach

The Reach, a Waldorf-Astoria hotel was unimpressive in the lobby but saved it all for the guest rooms. Spacious rooms, tall ceilings, and welcoming staff were part of the difference. It’s not that Casa Marina’s staff wasn’t pleasant, they were, but they couldn’t clean a very basic room in seven hours including at least one hour where management would have highlighted that the room needed attention. They couldn’t call us back when the room was purportedly ready, despite the generous credit at the restaurant.

The Reach’s staff (which may be cross-utilized at Casa Marina) were helpful and delivered. The room was spotless, everyone was on their game. We were given a junior suite that had both ocean views from the balcony and views of the oceanfront pool.

Here’s the room:

Living room space for days at The Reach
Living room space for days at The Reach
How that chair was supposed to look, now without theft guards.
How that chair was supposed to look, now without theft guards.
A lovely bed
A lovely bed
A view of the balcony
A view of the balcony
Balcony
Balcony
Balcony view
Balcony view
Bed, TV, bathroom from balcony
Bed, TV, bathroom from balcony
TV at The Reach was 60", almost double that of Casa Marina
TV at The Reach was 60″, almost double that of Casa Marina
Spacious, clean bathroom
Spacious, clean bathroom
Nothing in the toilet, recently cleaned
Nothing in the toilet, recently cleaned
Same Salvatore Ferragamo toiletries
Same Salvatore Ferragamo toiletries

Here’s the rest of the grounds:

Our room from the exterior, 4th floor corner.
Our room from the exterior, 4th floor corner.
Soft, white sand beaches at The Reach
Soft, white-sand beaches at The Reach
Huge, beach-style chess board
Huge, beach-style chess board

Breakfast at The Reach

As they do not offer a policy-compliant Continental Breakfast, Diamonds are permitted to order up to $15/person/day from the menu at Spencer’s restaurant. Below is a menu and some breakfast samplings. The portions are Tapas-style so my daughter’s order of scrambled eggs and sausage was the largest portion at the table and cost $12. The contents I will include for two adults and one four-year-old exceeded the allowance by 50% before tax and tip.

Spencer's Menu
Spencer’s Menu Sunday brunch menu
My daughter's breakfast ordered a la carte was the largest.
My daughter’s breakfast ordered a la carte was the largest.
Nutella french toast, banana slices demonstrate size.
Nutella french toast, banana slices demonstrate size.
Half a slice of avocado toast (full serving)
Half a slice of avocado toast (full serving)
Yogurt parfait
Yogurt parfait
Lobster salad roll
Lobster salad roll

This Room in That Architecture

Without changing the size of the rooms, just the updated features and cleanliness of The Reach in the storied architecture of Casa Marina would substantially support higher rates at Casa. It wouldn’t be hard to improve either. Adding some luxury to the bathroom, some design on the walls, a headboard maybe?

The Reach’s facilities were ok, but it seemed to be a boutique hotel similar to the Southernmost properties (a local chain that spans several buildings over several blocks) that border the hotel. It reminded my wife and me of the type of property we would have stayed in when we lived in Europe before we got into the hotel loyalty game. The lobby was disappointing, downright basic. It could have been any hotel and nothing about it was reminiscent of a Waldorf-Astoria.

Casa Marina, however, was quintessential Waldorf-Astoria material. The Reach was built in 1985 while Casa Marina pre-dates World War II and was constructed to give upscale guests of the Overseas Railway a place to stay in Key West. Stunning and opulent in a classic Key West, pre-Hemingway style, Casa Marina’s grounds are exactly where you would want to place a Waldorf. Just with the rooms, updates, and cleanliness of The Reach.

It’s a classic case of this room in that hotel.

In The End The One, I’d Return To Was…

The facilities at the Casa Marina coupled with the history of the property and a certain je ne sais quoi that makes it a Waldorf-Astoria makes it really hard to deny. But I don’t sleep in the lobby, I don’t shower in the pool.

Both properties had plenty of sun, sun alone, however, was not enough to make up the difference at Casa Marina. They both were very close to Duval Street, both offered beach access so guests could slip their toes in the sand or participate in water sports. They share access to the Spa Al Mare.

I think I should note that both hotel checkout policies are in compliance with a strict Waldorf-Astoria Honors exemption of a hard checkout at 11AM for most guests, 12 noon for Diamonds. They were entirely inflexible on this amenity which for all other Hilton properties is up to 4PM for Diamond guests. If a hotel is truly sold out then I don’t expect them to accommodate a late checkout. I was told by management this was the case. But within 30 minutes from checkout they were still selling all room types and it’s clear they simply didn’t want to accommodate my late departure.

I’ll have to ask Alanis Morissette if it’s ironic, coincidental or exploitative that I was unable to checkin within three hours of standard checkin time, but had to beg and plead for a one-hour extension on my checkout.

In the end, it has to be The Reach. The room was excellent even if it wasn’t as stately as the Casa Marina and that’s where my family lived, we played Monopoly, we watched TV and I wrote this post. While Casa Marina is one to be favored by the Instagram celebrities like my daughter, I just can’t get behind what amounted to a worse experience than I have had at most Holiday Inns. In defense of Holiday Inn properties, I can’t remember the last one I was in that had a dead bug visible or an unflushed toilet, let alone the clear stains and security straps to a throw pillow.

Casa Marina begs for Instagrammers to snap around the property
Casa Marina begs for Instagrammers to snap around the property
Space to play monopoly
Space to play monopoly

No, it’s The Reach all day. Make the same choice for yourself if you’re visiting the Southernmost point in the Continental US.

Have you ever seen such a stark contrast between properties of the same brand in the same market? Are there other examples of this? What do you think about the two properties?

Previous Article I Challenge You To Identify This Hotel Brand
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About Author

Kyle Stewart

Kyle is a freelance travel writer with contributions to Time, the Washington Post, MSNBC, Yahoo!, Reuters, Huffington Post, MapHappy, Live And Lets Fly and many other media outlets. He is also co-founder of Scottandthomas.com, a travel agency that delivers "Travel Personalized." He focuses on using miles and points to provide a premium experience for his wife and daughter. Email: sherpa@thetripsherpa.com

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20 Comments

  1. MHA Ithaca Reply
    June 17, 2018 at 12:23 pm

    WOW. This looks like a room I’d be happy to stay in anywhere, and that first one… WOW. I don’t blame you for saying “Thanks, but no thanks.” Have to say, I respect the way the assistant manager took over and made new arrangements for you.

  2. MHA Reply
    June 17, 2018 at 12:23 pm

    WOW. This looks like a room I’d be happy to stay in anywhere, and that first one… WOW. I don’t blame you for saying “Thanks, but no thanks.” Have to say, I respect the way the assistant manager took over and made new arrangements for you.

    • Kyle Stewart Reply
      June 17, 2018 at 12:38 pm

      Agreed, I think Taj was an exceptional asset for the properties in this case.

  3. Taj Bhandal Reply
    June 17, 2018 at 1:25 pm

    It was a pleasure assisting you and your family. Thank you for the honest and thoughtful feedback. I have already shared it with our senior management. I am glad you had a relaxing weekend trip with your family. If your travels every bring you back to Key West, I hope to welcome you again to The Reach Resort.

    • Kyle Stewart Reply
      June 18, 2018 at 10:09 am

      Thanks Taj, I think the commenters have reflected that your ability to move us to the other resort shows strong management.

  4. JoeMart Reply
    June 17, 2018 at 2:28 pm

    I’m glad to read you recognize Lucy as the star of the blog. Key West is one of those destinations where staying at a B&B maximizes the visit. I stay at an independent property in old Town. I arrive at a room stocked with my favorite drinks. Front desk arranges priority seating at Camille’s for breakfast and Seven Fish for dinner.

    • Kyle Stewart Reply
      June 18, 2018 at 10:10 am

      She’s for sure the star of the blog. Feel free to share the name of the B&B if you like.

  5. Tennen Reply
    June 17, 2018 at 4:32 pm

    To be honest, neither the rooms at the first W-A nor the ones at the Reach W-A look particularly appealing. They both seem rather bland and boring, but at least the latter’s rooms look spacious with the sofa.

    The breakfast allowance is really skimpy; you’re SOL if you want anything resembling a typical breakfast size… or if you want something to drink other than tap water! I’m not sure if it’s better or worse than having an “upcharge” from continental to a full buffet that some HH properties like to do. :-\

    Glad that you enjoyed (somewhat) your trip, but I’m not sure I’d go out of my way to stay at either hotel, especially with their high prices (in either points or cash).

    Also, the correct word is “faze” when describing the service interaction you had with the bell person. 😉

    • Kyle Stewart Reply
      June 18, 2018 at 10:12 am

      I agree, neither of them look particularly impressive, the website oversells and under delivers. But everything in Key West is a little different than the mainland and some allowances are made. The location and the amenities are a key factor but for us, the room has to at least be serviceable or even just… serviced.

      Will correct the word shortly.

  6. Brendan Reply
    June 17, 2018 at 9:58 pm

    Stayed at the Casa Marina back in 2010 and your description is on point. The grounds, pool and the fact that it has a beach (beach being a strong word, but certainly more than most of Key West) were and likely still are all selling points, but the rooms were a disappointment. They were out-dated, not very clean, and the room door only closed correctly half the time (maybe humidity, maybe poor maintenance, probably a combination of both)…and housekeeping didn’t always close it completely, so our room was basically open.

    • Kyle Stewart Reply
      June 18, 2018 at 10:13 am

      Just not a lot of effort there. I think if the hotel had been branded a Hilton, or even a Conrad, some of these things could be excused in exchange for the beautiful surroundings. But for a Waldorf-Astoria, charging max rate per night, it’s unacceptable.

  7. Mattt Reply
    June 18, 2018 at 8:36 am

    Can you do a post on how leaving a property mid-stay works? I was under the impression that once you check in, you’re kind of captive but that doesn’t seem to be the case at all.

    I’m writing this from the Ritz Beijing. While it’s fine, it’s definitely not what I want from a hotel in Asia when the PH is just down the road. Would like to move out early.

    • Kyle Stewart Reply
      June 18, 2018 at 10:18 am

      Status helps. It helps a lot. I would recommend going through the hotel first as opposed to through phone support, that has caused us more problems than they’ve helped in our experience. But most managers don’t want to hold you in a property against your will. If you tell them you’re having an unpleasant stay, go through what is making it unpleasant and that you would rather leave and refund the points for your remaining stay – most will oblige.

      I may do that post though…

  8. Drew Reply
    June 18, 2018 at 8:40 am

    One aspect of Casa Marina which you missed because you didn’t stay overnight is how incredibly noisy the rooms can get because of the amount of hardwood flooring and the age of the building. I was aware of this in advance, contacted the hotel in advance, and was given a comparatively quiet room on the top floor as a result (as you experienced, the management at C-M is top notch), but it was clear that this is a chronic issue for the property.

    And as you rightly said, it’s too bad, because the setting and location are spectacular, and the hotel has a really rich history. One thing that’s particularly nice in addition to the views, etc., is that you are within walking distance of Duval Street but far enough away from the drunken madness, esp. on holiday weekends.

    • Kyle Stewart Reply
      June 18, 2018 at 10:15 am

      Drew, I agree that staying the night might have demonstrated some of the noise, though with the steam coming out of our ears it would have been hard to hear anything I suspect.

      The location for both properties was excellent for our family situation. I am sure some would rather walk right out of their doorstep and onto the Duval St. party but we enjoyed the quiet aspect and being close enough to walk or hop on a pedi-cab to get to the action but leaving it there when we go home.

  9. Noelle Balnicki Reply
    June 23, 2018 at 3:07 pm

    Hi,
    Your article really hit home.
    I also had a terrible experience at Casa Marina in November 2016. I was traveling with a bunch of family members and we had multiple rooms. I specifically reserved the rooms in the main building where check-in is. They did not accommodate this request and the rooms they put us in were dirty. Housekeeping left my room open after they cleaned it and I had to file a report which nobody took seriously. It was a beyond horrible experience and it’s not a true “Waldorf” property. Seems like nothing has changed in two years. The grounds are not worth the room situation. Such a shame!

    • Kyle Stewart Reply
      June 23, 2018 at 5:34 pm

      I have seen nothing but disappointed guests and I am unsure why they allow the hotel to continue to sell rooms under the Waldorf-Astoria flag. Corporate has to step in and do something about the rooms offered there (Luxury Hotels Group I believe owns the pair of them). Service is great on the front end, but report after report has come in that housekeeping is particularly bad, which accompanies the roadside motel feel of the rooms.

  10. Matt Buchanan Reply
    July 16, 2019 at 9:25 pm

    I am staying at the Casa Marina in Key West and can say we would not return either. There is no way this is the standard for Waldorf much less a Hampton Inn, I too am a diamond member but we are happy to be in key west, however we would not stay here again due to the outdated feel of the place.

  11. Streeter Holden Reply
    March 6, 2020 at 8:00 pm

    We agree completely. It’s a terrible hotel.

  12. Tom V Reply
    November 15, 2020 at 12:11 am

    Just checked in and wish we had found this blog before deciding on Casa Marina over The Reach. Looks like nothing has changed with respect to the rooms.

    We have stayed in the Waldorf-Astoria collection in Edinburgh, Scotland and Versailles, France, which are on another level compared to Casa Marina.

    I must say that the Ritz Carlton collection is still a notch above. We’ve stayed at the one in Bachelors Gulch, CO and were quite impressed.

    Stayed in the Grand Hyatt Vail a few weeks ago and that was also much nicer.

    I do think I will contact Hilton’s corporate office.

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