Guest User
February 18, 2024
We’re currently at the hotel. It’s after 1am, our cottage is 78 degrees inside, and we have been trying for 2 hours to get maintenance to help fix the air conditioning with no luck. After many delays, we’ve now been told there are no maintenance people on property, and there is no way to reach a maintenance person by phone for help. How can this be for a hotel charging $3500 a night? My overall assessment of this hotel is that they have a good location, but lack everything else that makes a luxury hotel special and worthy of high end visitors— customer service, amenities, activities and attention to detail are completely unacceptable. As well, the food at the restaurant is mediocre at best and the service is atrocious. Daily management of the hotel and customer interaction seems to be left almost entirely to temporary workers and those on J1 visas. The “concierge” staff, while well meaning and polite, has little knowledge of the locality or the sort of assistance that customers expect of concierge desks at high end hotels. The house phone is answered by the staff at the Opal affiliated hotel on Key West, who seem to know very little about the Sunset Key property, and on two occasions provided our group completely incorrect information. There are essentially no activities offered other than access to a tennis court and the pool. There are no water activities, canoes, kayaks, bicycles or games. None of what customers have come to expect of high end hotels. There is no visible service at the pool, and no one comes around to offer refreshments or food at the chaise lounges. As the former chairman of Aman Hotels and Resorts, I have a good understanding of what it takes to offer a first class luxury hotel experience. While I obviously did not expect Sunset Key to be an Aman type of experience, I did expect it to at least be on par with a Four Seasons or Ritz. Suffice it to say, it doesn’t come close to those brands. For it to get to that level, Sunset Key would have to professionalize management, and put some real emphasis on customer service, anttention to detail and dining. For now, I think visitors to the area would be well served to save a lot of money and stay at one of the nice properties Key West.