The Reach, A Waldorf Astoria Resort

Disappointed! I checked in to the Reach hotel on Friday June 1st and having paid over $1000 for just two night (I appreciate it was a busy Friday & Saturday night) I was given what must have been the worst room available. Small dark and overlooking a dumpster, definitely not worth the money. I called the front desk and spoke with EJ, he was not at all understanding or apologetic and informed me that had I booked directly through the hotel he would have changed the room but as I booked through a third party I had to have that room or pay for an upgrade. I was so upset having travelled from London for our 10yeae wedding anniversary it was a disappointing start to the trip. We did pay $67 extra for two nights in a much better room as the first one was awful. I don’t think we should have had to pay, as the first room was really bad. it’s wrong to receive a lesser service for booking through Hotels.com or Expedia etc, as I paid a lot of money for The Reach hotel - to be made to feel it was my fault for booking through a 3rd party was unacceptable and manner in which EJ dealt with my complaint was upsetting. We did enjoy the new room and facilities at Casa Marina. Upon check out, Taj was at the front desk. He came across rude, didn’t acknowledge me, say hello or look up. I said excuse me I’d like to check out please and he replied “room number” “shall I charge the card on file”. Not how was your stay. Photo shows the view $499 a night room (key west view).

Place was nice . Needs some updates. People were nice. Could have better pricing on drinks and small essentials around the complex. I Am already there and spending money. Also the prices should be the same with your sister facility, Casa Marina. Cost me less for drink at that location.

A nice hotel, but disappointing for a Waldorf.

We spent too much for a mediocre room! The towels were frayed and there was water damage in the bathroom. Maintenance left a cover off a huge hole outside our room and the noise was ridiculous. It was a generator or air condition unit. The people that work at the hotel were wonderful except for the manager that didn’t seem to care about the problems.

The hotel was average. Expected more out of a Waldorf property