DoubleTree Resort by Hilton Grand Key Key West

Nice place on the less busy side of Key West. A shuttle will take you all over the island, which is nice for not having to drive and park in the busy area (parking is EXPENSIVE). Friendly staff, clean room, nice pool area. Shower was small and the water is extremely soft, which is the only con that I encountered with this hotel. They are renovating at this time, but this wasn't loud and didn't affect our stay at all.

First of all, Google maps shows free parking but actually they charged $21.50 per night. I recommend to change the information. This is the only thing I haven’t expected. Also, They gave me a $36 hilton credit but did not mentioned the detail when I was check in. I used it at night for drinks then I could not use that remained credit next morning. Every staff is friendly and kindly. This hotel is under construction for renew. I did not feel uncomfortable sounds. No big problem. They have a pool area, and we can use it anytime. It helped us to playing water with sons. The room gave us the weird smell like a toilet air fresher. Room it self is nice. Hotel location also nice. Totally, I satisfied to this hotel. I will recommend to my friends visiting Key West.

We stayed 6/30 to 7/3 and it was a nightmare. We were not informed ahead of time that the hotel was under major construction. There was constant jackhammering during the day, the pool bar was closed, and no poolside service was available—contrary to advertised amenities. Our bathroom was filthy with dirt and the tub was sticky. Most concerning, we had no running water for two nights, which is unacceptable and probably a health code violation. On July 3 at 12:30 AM, my husband went to the front desk to ask about the water and request toilet paper (not replenished by housekeeping). The front desk attendant was slurring her words, yelling, and appeared intoxicated—completely inappropriate and unprofessional. He was too shaken up to get her name but I hope the date and timestamp can identify this woman who should not be working in customer service. In addition, my husband sustained a minor injury from an exposed area tied to the construction. This is completely unacceptable and raises serious safety concerns. We had stayed at this property two years ago and had a great experience, which is why we returned—and invited a friend from Los Angeles to join us. Sadly, all of us left disappointed. We attempted to contact hotel management multiple times during our stay and received no response. We are requesting a full refund and prompt resolution. EDIT TO ADD BECAUSE THE MANAGER BELOW IS LYING… We absolutely did raise our concerns during our stay—multiple times. We called the front desk three separate times, left messages for the GM , Michael Knowles(whose name and number we were given), and even spoke with the front desk in person. To say that there was no communication until after check-out is simply not true. The hotel was dirty, under heavy construction (which we were never informed about ahead of time), and had no running water on two nights. The front desk staff was rude and completely unhelpful — one employee even appeared to be intoxicated when we asked for assistance late at night. This stay was a complete disaster, especially compared to our visit two years ago, which was lovely — which is why we recommended it to a friend flying in from L.A., and now we’re embarrassed we did. He had an equally poor experience. The entire staff needs serious customer service training, and management needs to take accountability instead of posting misleading replies to honest reviews. We will not be returning — and we’ll be sharing this experience with Hilton corporate and Priceline, where the reservation was made.