Casa Marina Key West, Curio Collection By Hilton

“Beautiful Public Areas, Disgusting Mold, Bird Waste, Dilapidated Amenities Elsewhere”

This is a message I sent to Joshua Aviles upon my return that went unanswered. Mr. Aviles reached out to me prior to my visiting to ensure I would have a great stay, but apparently didn't have time to even respond or advise anyone at Hilton of my displeasure. A few weeks gone by with no response, s… more

This is a message I sent to Joshua Aviles upon my return that went unanswered. Mr. Aviles reached out to me prior to my visiting to ensure I would have a great stay, but apparently didn't have time to even respond or advise anyone at Hilton of my displeasure. A few weeks gone by with no response, so Hilton and everyone else can read it here. Hello Josh…I appreciate the email before I arrived, but I didn’t need or want anything special so I didn’t ask. However, having stayed there several times- at least ten times in the past several years- I have to say I was disappointed on so many levels. First, being a Diamond member for so many years, I find it hard to believe there were no room upgrades without an upcharge, but whatever, I’ve become accustomed to that bogus benefit policy that used to actually exist but doesn’t really any more. What I was most upset about was the lack of class this place has accepted. Once you get past the beautiful common areas, and you go over to that building we stayed in to the north, you realize that management and Hilton don’t really care about the prestige of the place. The elevators are horrible- slow, smelly, and disgusting. On the fourth floor, where we stayed, when you exit the elevator, clearly birds roost and lay their waste all over the floor. What would it take to install some spikes above? Or better yet, how about sending someone to clean the bird waste on even a weekly basis? It’s so disgusting. And then our room, nothing special at all, but it would be nice to have the glass at the balcony cleaned, and even better, how about dumping some bleach down it so you don’t have to be distracted by looking at all the mold while trying to look out at the ocean view? Lastly, my wife and I were appalled that the adult pool was overrun by a group of people who clearly were not staying at the resort. Did they just crash and no one asked to see their credentials? Or did you guys just take a money grab from one of the cruise ships in town that day? These people stood in the pool for hours, never got out to go to the bathroom, played latin music from their personal speaker, and drank from their personal coolers out of red cups. So gross, so classless, and yet no one from the resort staff or management noticed this or did anything about it? It’s a disgrace that such a beautiful resort has turned into a filthy, classless ‘joint’ like so many others in Key West, yet has the audacity to charge like a 5 start, upscale resort??? As a Diamond member and someone who has stayed there so many times over so many years, I’m really so disappointed. I hope you share this email with the Hotel and Hilton management and something is done about this. I would really like to stay there again, but only after I can receive confirmation that I won’t see any of the above ever again if I come back. It’s really not too much to ask.

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