Ratings based on 978 Verified Reviews
3.9 Room cleanliness
3.9 Service & staff
3.9 Room comfort
3.8 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 21 Nov 2024
Comment from Hotel Management
22 Nov 2024 by Customer Service, Hotel Management
Edgar, thank you for choosing to stay with us at Hilton Garden Inn Key West / The Keys Collection. We’re delighted to see your positive rating and hope to welcome you back in the future.
by A verified traveler
Posted 21 Nov 2024
It’s so noisy from road traffic. The pool area was nice, but the road traffic was so loud, it wasn’t enjoyable at all. Front desk person at check in couldn’t even recommend a dining place on the water to recommend. Didn’t like the dark stairwell near the busy street. It’s an older motel that’s been renovated.
Comment from Hotel Management
22 Nov 2024 by Gladys, Hotel Management
Dear Diane,Thank you for taking the time to share your experience with us. We’re glad you appreciated our pool area, but we’re sorry to hear that road traffic noise impacted your enjoyment. We understand how important a peaceful atmosphere is and will review ways to enhance the guest experience in this regard.We also regret that our front desk team wasn’t able to provide dining recommendations that met your expectations. We will ensure our team is better prepared to offer helpful suggestions. Additionally, your concerns about the stairwell lighting and overall ambiance have been noted, and we’ll explore improvements to address these issues.Your feedback is invaluable, and we hope to have the chance to provide you with a better stay in the future.Warm regards,
by A verified traveler
Posted 20 Nov 2024
Comment from Hotel Management
20 Nov 2024 by Gladys, Hotel Management
Dear Cheryl,Thank you for your feedback. We’re sorry to hear that your experience didn’t fully meet your expectations. If there’s anything specific you’d like to share about how we can improve, we’d love to hear from you. Your input helps us provide a better experience for all our guests.We hope you’ll consider giving us another chance in the future.Warm regards
by A verified traveler from Seeley Lake
Posted 20 Nov 2024
The room could use a little updating of the decor etc. There was no closet or place to hang anything up. It had been modified for handicapped. The outside walls and doors looked dirty or needed paint. Staff was very nice and helpful.
Comment from Hotel Management
20 Nov 2024 by Customer Service, Hotel Management
Dianne, thank you for providing your feedback. We are pleased to hear that our team members were helpful during your stay. Meanwhile, your comments about the room and exterior will be taken into consideration. We're looking forward to welcoming you again at Hilton Garden Inn Key West / The Keys Collection.
by A verified traveler
Posted 19 Nov 2024
Didn’t feel like a Hilton more like a really chap motel
Comment from Hotel Management
21 Nov 2024 by Customer Service, Hotel Management
Joey, thank you for sharing your thoughts. It's disappointing that your experience did not meet expectations. Rest assured, the team strives to provide a great stay for all guests. Your feedback is valued and will be considered for future improvements.
by A verified traveler
Posted 18 Nov 2024
Clean and easy in and out.
Comment from Hotel Management
18 Nov 2024 by Gladys, Hotel Management
Dear Elissa,Thank you for your kind feedback! We're glad you found our property clean and appreciated the ease of your experience. We look forward to welcoming you back for another seamless stay!Warm regards,
by A verified traveler
Posted 17 Nov 2024
The free shuttle (included in "resort fee") was very convenient. Front desk people were very friendly and helpful. Nice free laundry for guests. Great housekeeping service.
Comment from Hotel Management
18 Nov 2024 by Customer Service, Hotel Management
Susan, it's great to know you had a pleasant stay at Hilton Garden Inn Key West / The Keys Collection. Our team members are delighted that you appreciated the shuttle service, guest laundry, and the attentiveness of our colleagues. We're looking forward to welcoming you back.
by A verified traveler
Posted 13 Nov 2024
Staff was fine, but this is clearly an older property that had some upgrades made maybe 10 years ago. Bathroom was not clean. Mobile signal was poor in my room as well. Lots of noise from the main road that the hotel faces. Would not recommend this Hilton property, so seek others.
Comment from Hotel Management
14 Nov 2024 by Customer Service, Hotel Management
Ken, thank you for sharing your feedback. Your comments about the condition of the room and connectivity have been noted. The team consistently works to maintain a comfortable setting and appreciates insights to improve areas that may need attention. Your perspective regarding the location noise is also important to us, and adjustments will be looked into.
by A verified traveler
Posted 13 Nov 2024
Comment from Hotel Management
14 Nov 2024 by Customer Service, Hotel Management
Sally, thank you for staying with us at Hilton Garden Inn Key West / The Keys Collection. We're thrilled you enjoyed your stay and hope to welcome you back soon!
by A verified traveler from Cocoa
Posted 9 Nov 2024
Not what I expect from a Hilton.
Three ice machines and elevator closest to the room where broken the entire stay. Front desk did bring some ice to the room but nothing got fixed.
The working elevator smell like rotting fish.
Comment from Hotel Management
10 Nov 2024 by Customer Service, Hotel Management
Lee, thank you for your feedback. It’s unfortunate that some amenities did not meet expectations during your visit. The team strives to address concerns promptly, and any necessary improvements will be looked into. Your remarks are appreciated, and the aim is always to provide a better experience.
