Southernmost Beach Resort, Key West FL

Balcony room with no chairs at any room

No offer of shuttle to our building, told to walk, then shuttle passes us as we get to our building

Ask for upgrade and told all booked up, clearly not the case as we walked around

Asked for a extra pillow on arrival, still haven’t received after 4 days

Overall appearance of the upkeep to the hotel poor, trash left on steps, overflowing trash cans by beach from wedding two days ago, handrail cable broken by water access

No mention of activities for resort, no guided info of resort just there’s your building

Ice machine not working on our floor nor has it been as it smelled bad and dry

Construction ongoing with no warning from front desk or website

We were HIGHLY disappointed to find that our partial balcony view room came with no balcony chairs. We specifically booked this room, and spent a significant amount of MORE money, for the balcony, to sit and enjoy the beautiful view. I contacted the front desk and was told due to the construction they ordered chairs and they were not here yet. This is unacceptable. We should have been notified BEFORE we booked / confirmed our stay that this would be the case. We were offered to have the “resort fee” waived, which is probably a measly 5% of our total bill, and nothing else to make our stay more enjoyable.  Even more so that there really was no “amenities” offered, there was no live music by the pool or any of the other activities promised.

We were also disappointed to find the bar closest to our room (sand bar) closed, one of the 3 pools also closed, construction everywhere with drywall dust everywhere even in our room.  There were random walls up, ropes closing off access to the route to our room, and random wires hanging from the air conditioner in our room.

Another reason we booked was because of the beach, which was absolutely disgusting. I understand this is the season for sea weed, but there was obviously no efforts made to clean up or remove this seaweed.

We were SO looking forward to our stay at this beautiful and highly recommended resort, but after our experience, I highly doubt we will ever be back.

Reservations made 9 months in advanced for room w view and balcony. Upon calling to confirm the reservations 3 months in advance i found out i wasn't getting a room w view. They asked me if i wanted to upgrade- i said yes to the room w view. They emailed me the request and i send it in as soon as i got it- also asked for a bottle of champagne to celebrate our 25th anniversary. Upon arrival we were put in a room with a view of a dumpster all week long- the resort was under a major construction- which we were never told about and had i known i would have postponed my trip- i also had friends flying in to stay there too. So not only did we have a room with a lovely view of the dumpster, the balcony didn't even have seats on it to sit outside on the balcony to enjoy the tropical air. Plus- never got our bottle of champagne either. Half way through the week our air conditioner cause a huge puddle in our room. The room was nothing special. For $2,800 you would think you would have an exciting looking room with a decent view. Nope. No 3 pools to use- only 2. To get tothe beach you could not walk safely through the resort as advertised- you have to walk out the block and down the road. Prices were high. Menu's were sparse. Staff was very friendly and apologetic- but they don't make set the bar. The massage therapist through the resort was excellent and professional with clean facilities. Don't think we would go back.

Good Day,
I gave you all Zero's for this survey for the following reasons:

1.) Cost. This cost for this hotel was exorbitant especially considering the service and amenities provided, and the hotel was under construction which definitely interfered with our stay. If this room was $250.00 per night we would not even be writing this review.but for $750.00 per night there are expectations.

2.) Customer Service: When we checked in the customer service was aloof and dis-interested. We did not have clear instructions on where reception was so we drove around until we found the temporary check in; due to construction. Once checked in we were told our room was in one of the houses located on the beach. This is a very large resort and we were not told which house to go to, nor were we told where our room was. We were not offered any help to get our luggage from reception to the rooms which was about a 10 minute walk. Once we found we found the Lemar and Dewey houses we still had no idea which one was ours or where our room was. We found housekeeping outside and finally found our room and drug our luggage up two flights of stairs.

3.) Cleanliness: The room was slightly clean when we arrived. We found a roach in the bathroom and three snack wrappers; two next to the tub and one next to the bed. Meaning, our room was not really cleaned. Due to Covid restrictions, I'm assuming, we were only offered towel service every day and actual room cleaning every third day. We received clean towels everyday but the dirty towels were never taken away. After four days of beach and pool towels we just through the pile outside the door along with all of our trash that was only emptied once during our six night stay. Our bed was made twice but there was no vacuum or other cleaning done as we had a pile of sand next to the sink from day two. All of the cleaning supplies for housekeeping, trash, etc.were kept in the hallway and never put up. Again, for $750.00/night we would expect this to be clean. The hallways, etc. I don't think have ever been vacuumed.

4.) Pool Bar: The beer was not cold. Very sad.we had our beer put on ice.

5.) Partial Ocean View Room: Our room was partial ocean view. Unfortunately the partial obstruction was the back of the southern most beach café and the smell was really bad. Again, for $750.00 per night we just expected something else.

On a positive note the service and food at the southern most beach cafe' was amazing. The entire staff was excellent, friendly and the food was good at all meals. WE DEFININTELY WANT TO PASS PRAISE TO THE FOLKS WORKING THERE!

We were a party of 4 and were disappointed from the time we arrived. We were unaware of the renovations taking place and had a difficult time even finding the lobby to check in. There were no signs and we found it by chance. Our check-in experience was uneventful but the couple we were with was not treated kindly at all. We were put in one of the newly renovated rooms, which was nice. However, we had to walk around the block, dragging along our bags, in the heat and humidity to get to our room.which we struggled to find. Again, no signage. We walked around awhile before we finally found someone that looked like they were employed by the resort. We asked for directions to our room. He stopped long enough to point us in the right direction but went on his way without offering to help at all. We lugged our bags up the stairs to our room (of course there is no elevator). The balcony door did not lock. I reported it multiple times to the front desk and was told each time that maintenance would fix it - never happened. The door to our room did not shut properly, it required an extra pull. Each time maid service was in our room, the door was not closed securely, and we could just push it open when we arrived back to our room. This happened daily, which meant our room was accessible to anyone from the front or back of the room. We did not feel particularly safe during our stay and were very careful not to leave valuables in our room.
Our friends had a much worse experience. They changed rooms three times because of different issues.
We chose this resort because an acquaintance had stayed there on several occasions and was pleased with their stay. We were in Key West to celebrate my husbands' 60th birthday. His first time in the Keys. Fortunately, we enjoyed our time in Key West despite the poor accommodations.
There were so many opportunities for the staff to make things better but instead we were given excuses that "the hotel is under renovations" rather than apologizing for the issues because of the renovations.
Customer service is not the priority of this resort.
There are so many more things I could list but that is enough to get a feel for what one might expect at this resort.

Front desk clerk wasn't interested in my check in
. She overcharged me $300 a night for incidentals but its supposed to be 100 a night. I stayed one night.now 5 days later I am still not refunded

This hotel is nice but they were remodeling while we were there. I wish we would have been told. Noise and building materials were in plain sight. Due to COVID-19 they don't fix up your room daily but they are supposed to take out the garbage and replace towels as needed. Neither happened until we asked and then the laundry and garbage bags were placed right outside our room door all day long. The room door did not lock correctly unless you really slammed the door. The maintenance worker entered our room while i was half dressed, without knocking. The food and drinks were just ok. I was expecting more for the price (labor day weekend rate).

Beautiful resort! Awesome staff! Kinda expensive but extremely worth the extra hundred or 2 that you would spend elsewhere. Wonderful overall experience in the keys and this resort played a nice part in having such a magnificent time

I'm writing this to you because of how I am so upset regarding my stay at your Southernmost beach resort in Key west. Let me start. I called your reservations and booked 3 rooms for me, my husband and 7 adult children for Aug 2, through August 6,2021 Monday till friday. We arrived on Monday August 2, we were put into our rooms unfortunately the hotel put us in 3 king size beds
rooms so I kept going to the front desk to see if they could move us into a room where there were two double beds or air mattresses it was not until 4: 00 am that was kids rooms were switched we wasted a whole day for the front desk to switch us, that was so upsetting! The hotel was under construction the walk way to my room had hoses across the walk way with no caution or signs it was unsafe I tripped over the hose I so upset because I would have never booked this hotel if I knew there was construction going on. I was worried about the safety of me and my family. I spent close to 8,000.00 for 4 nights I feel I was taken advantage of because I did not get what I paid for. I work very hard and the money does not come easy. Please can you refund my money I am so disappointed in how me and my family were treated.
Rooms were dirty and smelled of mold, there was mold all in shower, I killed roach in shower. Just nasty!
This place was a health hazard. Please can you refund me for the terrible experience I had with your hotel. Your time and concern is greatly appreciated.
Very Best
Lisa Flacco

Thank goodness for other hotels that took us in after they CANCELLED OUR RESERVATION THE NIGHT BEFORE WE ARRIVED without letting us, delta vacations, or my travel agent know! Thankfully The Reach hotel and resort took us in and provided us a room and amazing customer service! Never book anything with the southernmost hotel again! The Reach hotel is amazing!

We booked this resort at the beginning of the year while not knowing that it was going to be under significant repair when we visited in September. Our room was much smaller than pictured and had a double, not king size bed. When asked to upgrade or move to the room that we had booked, they said it wasn’t possible.

Our room was in terrible shape. The headboard actually fell off of the frame and I had to reattach it and then hand tighten the remaining pieces. Our shower door didn’t seal and flooded the bathroom each time we showered. The paint is chipping everywhere and our patio door didn’t close completely.

For over $1000.00/night, I assumed better quality. Based on the recent reviews, I see that I am not alone. I would not recommend staying here until they finish renovations and catch up on their obviously neglected upkeep.

In a time of Corona, this resort is going out of its way to accommodate guests, while social distancing. So many Bars closed in Key West but making to-go drinks available. Super great rates for Florida residents plus a added bonus of health care worker discount. 5 stars for a 5 star room Ocean front. Beautiful!

Best place to stargaze in KEYWEST Florida! Go to the end of the pier and get your gaze on before that opportunity too is taken

EXCELLENT, vacation…. Could not have ask for a better place to celebrate my nieces 50th birthday, have got to give a shout out to Beth that checked us in, from the moment I checked in she made a point of making sure we had everything we needed, Jen the GM, treated us like we were family, every time she saw us, she made a point of stopping to chat for a moment, then the biggest shout out to AnnMarie our server at the pool, she is a special gem…working in the blazing heat, she was always smiling, never letting our drinks go dry and with her Irish lilt talking to her was a delight in and of itself…THEN THERE IS MICHAEL! The proprietor, what an incredible person, his smile is so infectious and when he is giving us or anyone a tour of the house, his knowledge of the history and the joy & love for the property is written all over his face. I was a travel director and have been in thousands of properties over the years and I got to say The Southernmost House in one of my most favorite

This place is a total crock. I booked an Ocean Front King Suite months in advance. At 7: 33pm, 1.5 days before my arrival, I received an email stating that due to ongoing construction my room would not be available and that we had been reassigned to an Ocean View room. I did not book and pay for an Ocean Front room because I was willing to stay in an Ocean View room. I called and spoke with someone who told me that she was only paid to call and tell people they had been reassigned and was not in charge, but that the Hotel Director would call me the next morning. I called the next morning and was informed the person I spoke with was the reservation manager. I further learned that the Hotel Director was out for the next month at least and was promised a manager would call me. I was also told the construction had started in July and was planned to continue through October. It is inexcusable that this place waited until less than 2 days before my trip to let me know about the construction and unavailability of the room. Apparently, based on other reviews on trip advisor, they have been using this bait and switch tactic for months now. Seems like illegal false advertising to me. Do not book here. They are dishonest, sneaky and full of it. I would not stay here if it was free. Do yourself a favor and book elsewhere, where you have a chance of getting what you pay for and not scammed with a bait and switch.

Honestly, I wasn’t even going to bother, but after reading most of these reviews this resort should consider just shutting down and taking peoples money till you get your act together. It’s a sin that you’ve taken our money, ruined our vacations and totally irritated all these families. I do t even know where to begin with the 3 rooms we had booked months ago for our family trip Ritz Carleton prices for rooms not worth 100$ per night! Dirty rooms, items left from previous occupants, no elevators, disgusting beach, old pools with a temp of about 109 degrees and bars and restaurants closed on some days. Just shut down till you get your act together

Super gross, smelly “beach. ” Seaweed everywhere; and no one tending to the beach area. Nowhere to sit, despite paying for reserved chairs. I am so mad I paid money to spend a day here. Never again. Drinks were ok. Food was ok. Really unhappy with the facility