TripAdvisor traveler ratingbased on 2992 reviews
Combining distinctive island flavor with a fun atmosphere, this hotel provides colorful suites featuring a separate bedroom, living room, dressing area and wet bar. Dive into the unique free-form pool, marvel at the elegant cascading waterfall and relax after long days in the Florida sunshine.
LocationKey West - Off Beach
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General policies & fine print
Hotel requires a credit/debit card authorization or cash deposit upon check-in for incidentals; this will place a hold on your funds.
Individuals attending a convention cannot book this property for their stay. If found attending a convention, guests may be subject to higher room rates upon arrival.
Hotel Spring Break Policy:
This hotel cannot guarantee a spring-break-free environment.
Room taxes are included in vacation price.
Minimum night stay restrictions may apply.
Reservation changes may not be permitted unless authorized by the hotel.
Resort Fee – Mandatory hotel-imposed fees are charged and collected by the hotel either at check-in or check-out.
Hotel Mandatory hotel imposed resort fee inclusions:
• Shuttle service to Downtown from 8:30 am – 12:00 am (times subject to change)
• Unlimited local and 1-800 telephone calls
• Lobby refreshments, including virgin Mojitos and fresh-baked cookies in the afternoon
• Bottled water replenished daily (based on usage)
• In-room umbrella for use during rain
• Bathrobe in all guest rooms
• Pool towels for all watersports adventures as needed
• Poolside refreshments daily, including fresh-blended fruit smoothies, popsicles, and iced cool towels
• Free children's menu options at Coral Crab Café for kids 5 and under (one free meal per paying adult)
• An assortment of Key West coupons
The above list may not be comprehensive. Mandatory hotel-imposed fees may not include tax and are subject to change. The hotel can provide current fee and inclusions when you check-in.
Hotel Spring Break Policy - A credit card imprint or $100.00 per night, cash deposit, is required upon check-in. (Subject to change without notice.)
Minimum Age Restriction: - A minimum of 21 years of age is required for check in year-round.
For groups only, there is a $8.00 per person roundtrip baggage charge, included in vacation price. (Subject to change without notice.)
Ratings & reviews
TripAdvisor traveler rating2992 reviews
Poor management and customer service
I have attempted to reach the resort post stay on several dates between March 6 and March 13 (please note these calls were place prior to the COVID 19 pandemic in the United States and prior to Florida being identified as a state requiring action). I have been told that managers do not have voice mail and that all messages are forwarded and returned at staff discretion. I cannot express to you how unsatisfactory I found my stay at the Sheraton Suites Key West. As both a guest and a Bonvoy member, I found that the service I received was beyond unsatisfactory and substandard on many levels. My room had three beautiful windows, all screenless, that did not close and were open over 2 1/2 feet to a terrace. Despite the safety concern of someone being able to step right into the room from a outdoor service egress, staff would not come and close the stuck windows. As a result my entire suite, bedding and personal belongs were flooded during a torrential overnight storm (despite 3 evening requests for maintenance). The next day an industrial fan was placed in my room after coming to the front desk 3 more times. The fan, used to dry paint in a large room, was large, noisy and blew dust throughout the room. Later when I spoke to staff about the room being wet, noisy and dirty I was told that there was nothing that could be done about the room "NOT MEETING MY EXPECTATIONS". It's as though the hotel management assumed my expectations for being in a clean, dry room without an industrial paint fan running 24/7 and windows that closed were too high. I am sure my expectations are in alignment with the Sheraton corporation and the loyalty program. In truth, the hotel would have never been able to reserve that room for another guest with a wet wall, floors, bedding and a large, dirty industrial fan in the center of the suite swirling dust. However, staff would not permit me to move. When I (6 hours) later indicated that staying in the room was no longer an option for me, I was told that I needed to move myself because staff was busy doing other things. These issues come on top of a poor check in experience (all other guests checking in with or after me being given drink coupons since rooms were not ready, having luggage taken directly to their rooms when readied and being contacted by front desk to let them know their room was available). I received no support other than a luggage hold at check in. When I returned at 4, I was told my room wasn't ready "but we'll be sure to call you!". By 5 pm I was told "sorry, your room was ready at 2 ~ we forgot to call and your luggage is in storage, let us get it for you" . Those more minor insults on top of the egregious condition of the room leave me no desire to return. I was appalled that management staff found my feedback and expectations as my problem. I was encouraged by staff to "be sure to give them a try in the future". Really? I stay in a hotel approximately 20 -26 times per year. I am pretty easy going regarding just looking for a clean, safe place to sleep. The only reason they got a star at ALL was the kitchen, wait, and meeting staff. They were amazing, kind, attentive individuals who worked with my staff of 10 to make sure our meetings went off with out a hitch. This hotel is not a good representative of the Sheraton brand or Bonvoy loyalty program.
Gorgeous room with a fabulous view but the best was the staff. I particularly thank Tiffany at the front desk. What a gracious and knowledgeable hostess. Our room was beyond expectations, the housekeeping staff was efficient and attentive. I have been to larger hotels but do not recall a better or more accommodating staff. Tiffany, our sincere thanks for helping these “city folk” have a real beach experience. We look forward to returning.
Best customer service
I was bummed to hear that bars were closing due to COVID-19 the day I arrived in Key West, but Tiffany had some great suggestions of things to do that I really enjoyed. This was my 3rd time in Key West and to be honest, it was really nice to see a different side of the island. She really made my stay special and I WILL be back to stay here again!
good place to stay
We booked two rooms both with balconies facing the pool area (third floor). The rooms were nice. Only complaint was that when I booked, it said it accommodated 5 people. We have three kids and two adults in the room- there was a king bed and a pullout, where was the 5th person supposed to sleep? Otherwise, clean and enjoyable facility - directly across the street from the beach, nice pool and eating with an outdoor area overlooking the pool. I loved the white rocking chairs on our balcony and front entrance. We used the free shuttle to town and back to the hotel multiple times. It was a great, reliable service. Overall, I would recommend this hotel.
The workers made the trip
Despite shuttle cancel and the coronavirus definitely Kyley,Tiffany,Chairman, Jayson and Agatha made our trip great!!!! Will definitely be coming back! Been there one time before and it was great as well another big shout out to Kyley!