La Concha Key West in Key West, FL

The Good: Location location if you want to be on Duval. The best, comfiest bed and pillows. Nicely decorated, pretty hotel. Convenient bar and coffee shop opens to Duval Street. Friendly, quick housekeeping staff present. Helpful concierge. The Bad: it will be noisy on Duval so plan accordingly (ear plugs, sound machine). We had a bum across the street playing the trumpet for 2 nights, and all he knew was Amazing Grace. Front desk staff/check-in was slow, and there was always a line at the desk. The glass shower door was loud and scary when opening/closing. The pool needed cleaned. There was a huge water dispenser by front desk, it was infused with citrus fruits and it was refreshing and delicious, but by every afternoon/evening there would be no plastic cups and we had to go ask at the bar. Again, front desk seemed aloof. Needs some small touches tended to and staff needs to be trained on greeting, smiling, welcoming their guests. Little touches would go a long way to improve things.

What. A. Treat. If the location of this hotel isn’t enough…….being greeted by Denay at the front desk at our arrival and each and every time we were in her sight, made our stay outstanding! She is a sparkling gem and the best first impression a hotel could hope for. She’s kind and warm, she’s knowledgeable and funny. We felt like royalty. Denay knows how to WOW her guests. She remembered our names after check in and used them throughout our stay. I hope she is nominated and wins employee of the year. She certainly deserves it. We came to this same hotel last year, while it was under construction. We couldn’t use or even see the pool area. The lobby bar was only big enough to seat five people. Boy oh boy is that all different now! The pool area is comfortable and relaxing. The bartender on Tuesday (the 25th - an older guy with light hair) was terrific! He made great Bloody Mary’s and was so interesting to talk to! We enjoyed our time every day on all three decks. So beautifully decorated too! The lobby is GORGEOUS. What a transformation. Worth the wait. And what a surprise that the same bartender was in the lobby bar on Wednesday! A great stay…..great location…..comfortable bed…..and Denay! We’ll be back!

Awful. This got good reviews on here and it was terrible. 1. WiFi didn't work 2. Renovation was crap. There was a broken tile in our bathroom and only one sink when there was plenty of room for 2 sinks. 3. Noisy room. You hear everything in the halls and the room next door. 4. The elevator! Slow as molasses as there is only 1 and it makes a ton of noise. Our room was by the elevator and we heard it all night. 5. Pool area was a mess. Went there in the evening and they hadn't cleaned up a bunch of debris and in the morning the same debris was still there. 6. Staff was unfirendly and unhelpful. But of course they always had their hands out. What a disappointment, don't bother.

I had high hopes after the rehab, but its worse than ever now. We have been staying at this hotel for many years. Its a great location right on Duval and was a decent experience multiple times over the years. Then the place was sold and is managed by The Marriott Autograph Collection. It was rehabbed partially and looks nice but closer inspection shows cost cutting measures that are ridiculous like not replacing the ancient hydraulic elevators and having no heat in the building, Our room was so cold it was unbearable. Turns out, being near the air conditioner at the end of the hall blasting full blast made creating refrigerator like conditions inside the room. Finally, we moved rooms and the temp was bearable. Don’t stay in this hotel on chilly nights, particularly do not accept a room at the end of any hall. It’s terribly cold! Next, watch your bill closely. They appear to be deliberately creating confusing fees & presentation of such costs in an unclear manner. My bill required multiple views to understand what was being charged and i witnessed over 10 guests checking out who all had “issues” with their bills. Just awful! The management is terrible, the staff not trained, despite being operated by supposed high end firm. Avoid!

On 8/27/2024 I booked a hotel room on line for the LaConcha Hotel in Key West for Friday 10/11/2024 check in and 10/13/2024 checkout. The charge appeared on my credit card HOTELS LACONCHAKEY. We had a step in shower with a 4 to 5 inch rise to step into the shower with a glass door. I took a shower Saturday morning and noticed a large amount of water on the bathroom floor that wasn't absorbed by the towel on the floor outside the shower door. I placed another towel down to soak up that water. Noticed the water was going under the seal of the door to leak into the bathroom so I positioned a towel under the door to catch the water before it would go into the bathroom floor. On Saturday night we got back to the hotel and informed the front desk of the shower issues. The lady at the front desk was very receptive and empathetic to our issue and took notes of what we said. She told us she was not a supervisor and would have to give the supervisor her notes in the morning because there wasn't a supervisor there that night. I woke up Sunday morning and took a shower to go to church. Put another towel under the shower door and 2 on the floor. The shower drain was now clogged and filling up in the shower as was the water already leaking onto the bathroom floor. With the water filling up in the shower I had to cut my shower short due to the water almost coming up to the ledge of the door which would have leaked more water onto the bathroom floor and causing more damage. I went to church and after church as we entered the hotel we went to the front desk to ask for a late check out and the young man said he was looking for us to talk to us because he got the notes from the lady from the night before with the shower problems. We told him it was worse this morning with the drain being clogged and it was leaking still under the door. He was very empathetic and apologetic and said we are going to comp you your room, the only charges you will have is what you spent in the gift shop and charged to the room. We thanked him, he kept apologizing for the shower issue and said I'm sorry we didn't change your room, we thanked him again and appreciated it. The concierge guy was there and witnessed the whole conversation. The front desk guy said we could have a late checkout until noon. We brought our luggage down and checked out, he gave me a receipt for the $8.60 for the seltzer I bought in the gift shop and said there is no room charge. The concierge was there again and he took our bags to the side room for us. Around noon we got our bags, left the hotel and drove home. I waited until 10/28/2024 for my credit card to be reimbursed and since it hadn't I called 1-866-314-1330, the number next to the charge on my credit card statement and inquired on when my card would be credited since the hotel rep said they were comping the room. At this time is when I realized there was a 3rd party company that the hotel used to who I booked the room with. I called the hotel and spoke with Joclyn. I explained the whole situation to her. Joclyn said let me call you back as soon as my supervisor gets back, Joclyn never called back. I called and left messages for Joclyn to call me back 3 times, I never heard back from her. I forwarded her all emails from the 3rd party, Hotels In America. On 11/5 I called the hotel again and asked for a supervisor since Joclyn ignored my calls and emails, I spoke to Brittany on 11/5. I explained the whole situation again and asked her to get the emails from Joclyn, Brittany said she sees that the hotel was paid by Hotels In America and asked me the name of the person at checkout and to describe him. Brittany said she would reach back out to me within 48 hours, I never heard back from her. I called the hotel on 11/11 and Joclyn answered the phone, once I told her who it was, she hung up on me. So I called the hotel right back and spoke to McKinley and explained the situation again, gave a description of the employee who checked me out that day and she said that the hotel rep at checkout shouldn't have said he was going to comp my room, only a supervisor could do that. I told her I don't know his name or title but that's what he told us at check out and gave me a receipt showing no room charge, just the charge for $8.60. I asked McKinley for the General Managers name and that I wanted to speak to them, she said they are not available and gave me the email for Tiffany Scott but I did not contact her. Joclyn's last email to me when I told her I was going to report this to the BBB, her reply, Good Luck With That. So I did and LaConcha ignored the BBB also.