![]() ![]() ![]() The view could be beautiful, but there are giant cruise ships parked right outside the hotel every day, so you can’t see anything. The one bathroom in the pool area was filthy. Pool area is very small and in poor repair. Mildew smell everywhere, leaking ceilings spotted in multiple locations during a rain storm. Another bright spot in our stay was Bistro 245, the hotel restaurant where the drinks and food were consistently excellent. What allows them to get away with this is the location, which is outstanding in terms walking distance to the many wonderful activities in Key West. The disinterested response by the Opal staff just made our perceptions worse- they had three different opportunities to address this, and they didn't. And I wouldn't be writing this review if we hadn't paid extra for an upgraded room that really wasn't. Other comparable hotels we've stayed at work much harder to make things right for their guests- that's part of how they develop a reputation to support their pricing. In summary, this hotel charges high room rates but the amenities and care for guests do not match them based on past experiences we've had at similarly-priced hotels. It seemed as if the Opal staff have been trained to give this empty scripted response, which suggests we are not the only ones who have experienced this situation. The front desk response was: "we are an active cruise ship port". My spouse explained our disappointment with the room versus our expectations. When we checked out at departure, the front desk staff member asked how our stay was. We did so, but never heard any followup at all. A while later we received a text from the Opal acknowledging we were dissatisfied with our stay and asking us to describe our concerns in more detail. a hollow offering given that the booking package we already paid for included breakfast. As we were disengaging from the conversation with the concierge, he offered a free breakfast. So, somehow we were supposed to connect all the dots on our own and realize when we booked an extra-cost oceanfront room that there could be cruise ships obstructing the view all day? Hmmm. When we politely described our disappointment to the concierge it was returned with a blank stare followed by his statement that "it is well documented on internet sites that this is an active cruise ship port". OK, at hotels in this price range that hold themselves out to provide a "luxe" type of experience, there is generally a willingness by the staff at such establishments to make acceptable adjustments for the guests if there is dissatisfaction expressed. This was disappointing and we wondered why were paying an upcharge for this room that really didn't deliver on what the booking description implied. During this period the water view from our room was blotted out by an iron ship hull and passenger decks (I've attached pictures taken from our room from day 2 and 3 of our stay for reference). For the three full days of our stay, in fact there were large cruise ships parked in front of our room for the vast majority of the daylight hours (approximately 8AM to 5PM). In addition to magnificent views, you'll be pampered with a luxe king bed, a private balcony or patio, and modern furnishings." For an upcharge that added several hundred dollars to the total cost of our stay, we were expecting a good view of the Key West harbor and water. The description on the Opal website reads: "If waking up and winding down on Key West's iconic oceanfront is your idea of paradise, consider staying in one of our King Oceanfront Rooms. We booked one of Opal's "King Oceanfront" rooms for a visit to Key West in November 2023. Summary: Be aware of somewhat deceptive booking practices at this hotel and staff who will do nothing about it. Royalton Splash Riviera Cancun, An Autograph Collection All-Inclusive Resort.Finest Punta Cana By The Excellence Collection All Inclusive.Hotels near Hodges University Naples, FL.Hotels near Florida Keys Community College.Hotels near Fury Water Adventures Key West.Hotels near Key West Art Center & Gallery.Hotels near Key West Museum of Art & History at the Custom House.Curio Collection by Hilton Hotels in Key West.Autograph Collection Hotels in Key West.InterContinental (IHG) Hotels in Key West.
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