Marquesa Hotel, Key West

EXTREMELY rude man whose name starts with D, answered my phone call as to why I was charged 50% of the total cost of my stay SEVEN MONTHS before my arrival. He rudely informed me what I did wrong, accused me of not knowing the policy(when it was NEVER stated to me)... not having my phone number, information, etc. I booked through Orbitz, and he had the audacity to say to me, "well, if you would have booked directly through us, this wouldn't have been a problem." Um, am I missing something? If you don't wish to go through a third party, then don't, but do not blame me for your ineptitude. Informing your customers of your policies, whether it is through Orbitz or yourself, is YOUR responsibility. I lived and worked in Key West for years, have recommended the hotel AND the restaurant countless times, and cannot believe the vile way I was treated. I was booking the room to stay for a week, during which I was to have my wedding. Sorry to say that the Marquesa hotel has already left a nasty taste in my mouth about the entire experience. I will bring my business to a more capable establishment, and be sure to NEVER recommend this hotel to anyone again.

Excellent hotel, friendly staff , quiet and peaceful settings in the patio and pools area, we stay in a junior suite it was perfect, nice decoration clean, close to the city center.For sure a please to stay and enjoy.

They do not care if you have been a loyal customer for 14 years. There are no incentives to stay with them over and over again. Not even a bottle of wine after all this time! All they ask you when you check in is "have you stayed with us before?" DUH, yes! Two maybe three times a year! Check you records!!!! SHAME ON YOU MARQUESA. We've referred so many people to you. NEVER again! The last time we stayed with you was in 10/07 and your hotel had resorted to catering to a loud, obnoxious wedding party, who dominated both pool! Upon complaining about the constant noise, the cell phone usage by the pool and in public areas, the cigarette butts all over the pool deck, there was NO resolve. We were told by the night staff that two (2) other couples had complained and left. We always went to your hotel to relax, not to have to fight with PWT! Moreover, your Jr. suite up near the house is NOT worth the price. VERY poor design. Our complaints went unheard. And you, The Marquesa, don't care about your clients. You are obnoxious, pretentious, and unaccommodating. We have been great guests and have never created a problem or demanded much attention. We know you will not miss us because heck, you don't even recognize us as repeat customers! MARQUESA DOES NOT CARE ABOUT YOU, because they will fill you room up with some other poor unsuspecting person. I recommend others to check around. The Marquesa IS NOT worth the money they want. You do not get much for your value. If you want quiet and serenity. This place has gone downhill over the years! NEVER EVER AGAIN!

Boy, what an experience to forget! We adore Key West but our experience at the Marquesa can only be described as a comedy of errors, a real episode of Fawlty Towers and trust me, if you’re looking for service (I mean ANY service!), look elsewhere! We paid around $3750 for a 10 night stay and ended up with our own little piece of Nazi Germany! Here are the raw facts: 1. Arrived at 3:00am after a nightmare 28 hour journey from London. The best welcome the Night Manager could muster was “I thought you weren’t coming”! 2. Awoke at 11 that morning and called for a coffee. “The machine has been shut down – you can go get a coffee somewhere 2 blocks away”! This is a hotel which "offers 24 hour room service"! 3. I take my laptop to the office for safekeeping (they said I could). The guy looks at me like I’m mad and asks me why I should want to leave it with them and what the problem is with leaving it in the room! 4. The next morning – at 6:45am – the phone rings, wakes us up – and it’s a wrong number – a call meant for our next door neighbour! When we ask the Night Manager why he’d put the call through to us (by mistake), he starts shouting…..”If the caller asks for Room xxx, that’s what they’re going to get”! When asked what name the caller asked for, he says “they didn’t, they just asked for the room number”. Is there any decent hotel in the world which will put through a call just asking for a room number and not a resident name – and at 6.45am?? 5. That evening, we ask the same Night Manager for a takeout menu. He asks, aggressively “What do you want, the whole book?” and then does an about face and tells us there’s only one company which delivers after 11pm anyway! 6. We’ve had enough – enough of being polite and getting short shrift so we ask to speak to the owner – she’s very sympathetic, agrees with everything we say, apologises profusely and assures us that “things will change”. They don’t. They get worse! 7. We have a private sundeck. It gets messy – tea/coffee cups, plates etc. on the table from room service. Housekeeping staff walk past the deck all day long and ignores it. When I complain to the Housekeeping Supervisor, she tells me she didn’t want to disturb us (??) and then I hear that management are unhappy that I even mentioned it! So, you get room service and you clear it up yourself – 8 hours later - and you’re paying $350+ per night?!! 8. We have aircon in the room but if we dare have the door open (to go in and out of the room), staff appear instantaneously (hiding behind a bush?) and tell us to close the door! On 3 separate occasions when the door is open and we’ve switched the aircon off (we should have to do this?), we go to turn it back on again and find that it’s been switched off in the boiler room!! 3 times this happens and each time they deny having switched it off, only for us to then see a member of staff sneak into the boiler room and, hey presto, it comes back on! 9. We ask to see the owner again. No show! We’re now 8-9 days in and nobody has ever said “Hi”, “Welcome”, “Is everything OK?”. 10. Checkout - we ask to pay the bill. The owner is there. When I try to talk to her, the Manager comes out, stands in front of her, hands on hips and tells me she doesn’t want to talk to me!! She starts crying – very professional – and he reluctantly offers me $50 dollars against a $3750 bill, for 11 days of aggravation! The property is pretty and clean although our $290 plus tax per night Deluxe room wasn’t exactly spacious but boy, do you want to be treated like this? The hotel is always full (so they don’t care) and it’s quite clear that the snooty, stuffy, rude staff “come first” and paying guests come a very poor second. Great, great shame.

This is a hotel with a bed and breakfast feel that treats you like a home guest from the moment you arrive, without being obtrusive. My wife is a clean freak after watching to many Oprah shows and this was one of the cleanest and well kept properties that we have ever stayed. The room was very nice and the interior pool area contains the old Key West charm with fabulous lanscaping and decor. This is a superior place to relax. We preferred being 4-5 blocks from all of the noise and traffic so the location was ideal. This property is a very short stroll from any of the places you would want to visit.

Fantastic! Service, rooms, atmosphere, food, all top notch. Only wish it was closer to the pier :0)