I didn't have a good experience here. The property itself is very nice, with a beautiful white sand beach and it's only a 7-minute boat ride away from Key West, which is a nice bonus. However, the main issue is the inconsistent staff and the lack of comprehensive training.
For instance, when my card was rejected, someone called me and left a voicemail. When I called back, nobody at the hotel knew who that person was, and I was put on hold for about 5 minutes. Eventually, I had to call the manager who was able to solve the issue.
Another incident occurred when we wanted to have dinner one evening, but the kitchen was about to close in 15 minutes. The hostess simply ignored us, so we had to call the manager in order to place our order.
Furthermore, the service at the pool was not friendly enough for a hotel that claims to be 5-star.
Lastly, when we were checking out, the staff members who were supposed to assist with our bags were not properly trained and lacked friendliness.
If this hotel had a price range of $300-$500 per night, it would be considered nice, but given the price we paid, I expected perfection.
The only exceptional service we received came from an island ambassador named Jas. I wish all the staff members were like him.