The Capitana Key West

This was a spectacular hotel! The service was top notch. Clean rooms! Seems to be all rooms had a view. Very nice pool and hot tub area! The beach was quite nice as well. A bar for beverages and lunch! Breakfast did have quite a selection as well. Overall very happy with this choice and will definitely be back. Thank you.
Apr 4th, 2024

Mar 31st, 2024

So glad we found this gem! Everything about our stay was perfect. Our room was nice and modern, comfortable, and clean. The pool was amazing with plenty of lounge chairs and the water temp was perfect. We ordered food and drinks poolside from McKee's Tiki Bar, all of which was very good. The grounds are absolutely beautiful and very well maintained. Each and every staff member we encountered were friendly and helpful. The free breakfast was a nice touch as most resorts in the area do not include this. We will most definitely be staying here the next time we are in Key West.
Mar 29th, 2024

The hotel is beautiful and setting is nice. The rooms were well furnished and cozy. However, the customer service was abysmal from start to finish. We are not overly picky guests, but for the price we paid for 2 nights (over $2,000), you would expect far more. Our problems were numerous with the front desk staff, who were incredibly cold, unfriendly, and unhelpfully. (the only nice staff was an Indian lady who did try to help us). Basically, from the moment we walked in, no one said hello or welcomed us. We called in advance and specifically asked about the room layout, as we had children and a five month old baby with us. We were told our room would be two levels, but were given a single level (disability) access room instead. We asked to change our room the second night and they told us it was possible. However, after we packed up ALL our stuff and put it in the lobby, we were told later that the change wasn't possible and had to move back in. What a waste of time on our limited family vacation. Secondly, that same day, we came back to find our room not cleaned (there was no do not disturb sign out, etc.) and we called THREE times to have the room cleaned, but no one ever came. We also asked for a crib in our room, and had to request it again as it was not there. Lastly, another issue was the breakfast. For a hotel of this price and supposed luxury, you would expect more than a basic continental breakfast. But the real issue was the appalling reliance on single-use plastics. We were pretty shocked that all of the plates and utensils were all plastic and thrown away with each guest! We will be coming back to Key West but not staying at this hotel again. I am very disappointed as we had read the high reviews and really did enjoy the setting and the pool, but the customer service and the quality of services was just so lacking for the price we paid.
Mar 29th, 2024

Let me start by saying that this a beautiful location. This locations issues lie with their customer service. The woman at the front desk said that having ants in your room was "A Florida thing." I live in Florida. While you may have ants in your home occasionally, I have never had ants at an hotel anywhere in Florida. At this hotel you have the issue where the person who should be in charge with the best customer service skills is mopping floors. I do not care about the single use plastic, that has nothing to do with the criteria rooms, service, or location. It should not be used to rate this hotel. My view and the location was great. They just need to take some time to training in customer service. It has made me go back and train my entire team in customer service.
Mar 28th, 2024