Pier House Resort & Spa

“Exceptional Resort”

I can't think of just one thing that was better than another, everything was exceptional. We try to come to Key West multiple times each year. This was our first time at Pier House, it will now be our first choice every time. Thank you Chuck for the exemplary check in.

“Relaxing and convenient”

Lovely property. Convenient location. Wonderful restaurant and amazing beach area. We had a fabulous two bedroom suite which was ideal for me and my sister who were traveling with our dad. I appreciated the availability of floats to relax in the water.

“Very cute and lush”

This is a very cute property with lush gardens encompassing the resort. Nice and intimate with the bar, restaurant and beach nestled together. Location is awesome. My only complaint is that I found the staff very unfriendly with the exception of the restaurant staff who were all very nice. I would … more

This is a very cute property with lush gardens encompassing the resort. Nice and intimate with the bar, restaurant and beach nestled together. Location is awesome. My only complaint is that I found the staff very unfriendly with the exception of the restaurant staff who were all very nice. I would return.

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“Disappointing Pier House”

We arrived on 09/16/2024 at the Pier House Resort in Key West excited and looking forward to our five (5) night stay. We had visited Key West many times over the years, but never stayed at a hotel / resort touted as being a “luxury” destination in the Keys. Our high expectations unfortunately laste… more

We arrived on 09/16/2024 at the Pier House Resort in Key West excited and looking forward to our five (5) night stay. We had visited Key West many times over the years, but never stayed at a hotel / resort touted as being a “luxury” destination in the Keys. Our high expectations unfortunately lasted only a few hours when we first went to The Beach Bar. There was only one other customer at the bar, with whom the bartender was having a private conversation. The bartender continued her conversation for several minutes before finally coming to take our order, served us and quickly returned to her conversation with the person seated near the bar service entrance. After that we had no engagement from the bartender, she never asked if we wanted to order anything else, so we asked for our check and left. Secondary, we went back to our room to find out that in 2024 at a hotel that claims to be a luxury hotel the only television channels available in our room were analog. The quality of the television picture was very blurry like trying to see when you need prescription glasses. The tiles on the stairs leading to rooms are cracked or missing, the mirror in our bathroom had chips and our porch furniture should have been in the Monroe County Dump! Next …… The real issue with our stay started the second night. After returning from an exhausting, hot, fun day in Key West we returned to our room and our electronic room key did not work. We went to the front desk and reported the issue. The desk representative checked our key, told us the key was good and stated a technician would be sent to our room. The technician got us into our room, served the door lock and left. All’s good, at least until the next afternoon when the electronic key would again not open our room door. We go back to the front desk and ask for the manager. Chuck was the manager, with whom we talked, and he was very professional. He listened to us express our frustration with the service at The Beach Bar on our first night and now not being able to access our room for the second time. He called the service technician and walked to our room with us. He tried our keys, which did not work and confirmed we were correct . When the technician arrived Chuck told them that this was the second time we had this issue and to change the lock if needed. All was well until the next night when again our electronic key would not work for the third (3) time in five (5) nights. Not acceptable for a luxury hotel / resort. Our guess is that whomever has Room 422 in the future will continue to not have their door key work and be going to the front desk. There is something wrong about the Pier House Hotel / Resort. Our guess is that the land the property sits on has become so valuable that a decision is being made or has been made to invest the $’s to upgrade the Pier House or just take as much money out of the hotel as possible while spending as little as possible until the future plans for the property are put into motion. Just our thought! FYI, I emailed the Pier House several times prior to posting our review to give them a chance to review it and respond and waited multiple days after Helene passed and Key West was ok. Unfortunately, never a response.

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