Here is the good, bad, and ugly... The good: beautiful location in Old Town, private beach was wonderful. Room was good size, clean, with a nice view. Layout was very good. Walking distance to many interesting places. Do rent a golf cart to ride around the island. The bad: Service was bad to terrible for our entire 6 day stay. I could give many examples, but will give just one. Bought a day bed for the day on the beach. Bed was not as pictured, got there after our appointed time and still there was no one there to set up the umbrellas, give us towels etc, and after i went and discussed with the front desk, the person they sent was visibly grumpy. Restaurant was 1.5x the cost of going out with the food and drinks just average. You will pay for the convenience. I advise going off resort to eat and drink, such good food awaits. The ugly: For the 6 days, seemed like 90% of the staff were either unfriendly or visibly grumpy. When one pays for a "Curio Collection" experience one expects the staff to at least act like they want to be there and perhsps act friendly once in a while. I am a Hilton Gold member with 300,000+ points accumulated. I expect more from a Hilton.

I didn't stay, just used a day pass and I'm happy I didn't pay all that money to stay. The beach is beautiful, what I saw of the grounds was great. Service and staff were good - someone who was staying brought a boom box, and like all people who do that they thought everybody else was enjoying their music, we were not. Staff politely asked them to put it away. Food was not the best (my sandwich got soggy right away), specially considering the prices. Also, drinks with or without alcohol cost the same which I don't understand. Day pass is worth it, just bring your own food and drinks.

I just returned from a weekend at The Reach, and the only positive part of our stay was Ricardo and the Valet team—they were incredible and deserve a raise. Unfortunately, everything else missed the mark. Our group of nine booked Queen Double Rooms months ago, yet at check?in we were told we’d be switched to King rooms with sleeper sofas. Half of my guests ended up sleeping on uncomfortable couches. We were given a $50 per?guest credit, but it couldn’t be refunded to AMX and had to be used on property. Breakfast was another unpleasant experience. Staff refused to put tables together, got rude when a chair was moved, and then told the rest of our group to leave or find another table while placing “reserved” signs all around us. Even other hotel guests noticed how over?the?top it was and offered us chairs. At the beach, the concierge refused to put beach chairs together but offered lounge beds at $200 a piece. I’ve stayed at Casa Marina every year for 15 years and was excited to try The Reach, but this was a major disappointment. Thankfully it was a short trip. I’ll be sharing this with my AMX elite representative. Again, Ricardo and the Valet team were the only ones who made us feel welcome.

If you have flexibility, book the Casa Marina, the sister hotel a block away, with better upkeep and an adults-only pool option. The Reach is where you end up when it's sold out. The property itself is merely okay. Beach-front hotels age hard and this one shows it: chipped paint, rust spots, a shower where water pooled several inches deep because the floor sloped away from the drain. Nothing catastrophic, just the cumulative impression of a property that skimps on maintenance. Most of the staff was pleasant and helpful. The reason I'm writing this review, though, is what happened at checkout. A few days before arrival I was corresponding with a coordinator about a potential welcome amenity. We hadn't finalized anything, and circumstances on travel day made it inappropriate, so I cancelled and received written confirmation. At checkout, there was a charge of over $230 for that amenity on my bill. I flagged it immediately. The checkout agent brought over Kaylee Williams, apparently the manager on duty, who said the charge couldn't be adjusted until kitchen staff arrived later. She assured me she would handle it, and even gave me her email and phone number. It was not handled. Five emails, two phone calls, and three weeks later, I have not heard back from her. Book Casa Marina.

Luxury facilities and price, low cost feel charging for amenities. Beautiful hotel and rooms… but very disappointing charging, considering the price you have paid for your room. No breakfast included, $50 per day for parking (so their parking lot is empty), $175 (!!!) for a day on the seaside beds (chairs are included in the price)… you feel like you do when you fly low cost and they start charging you for stuff… but you paid for luxury travel (1,000 + a night). Hopefully more clients concur and they revise their policies.

Great location. Rooms are small but well done. Restaurant & bar excellent. Beachfront, but very few views available from rooms. Who cares though, go outside! Valet parking, food & bar service on the beach. Close to Duval & the southernmost buoy

We came here from North Carolina for my husband's 40th. Let me tell you, absolutely the best trip ever! This hotel is a gem! The staff are amazing and so helpful. Everyone is so kind. We did experience some issues but it was from Expedia not the hotel directly. This hotel did their best to accommodate and fix a mistake that was not even their's. The restaurant is fabulous! You truly do not even need to leave if you do not want to. The restaurant at night, it is a whole vibe on itself!

BEST, BEST, BEST place to stay on Key West! Some of the treasures, who work there.... Annie/Kayla (checked us in) and amazing concierge, Cassy. We celebrated our Anniversary and we were not disappointed. We will ALWAYS stay here. GREAT location (esp the beach... I ONLY wish they had Kayaks available), great rooms and WONDERFUL Staff!!

The reach key west was absolutely awful. This should sum it up: “4/5 star prices, and 2/3 star quality”. DO NOT BELIEVE THE POSITIVE REVIEWS, THIS PLACE IS HORRIBLE. Look how many 1 star reviews there are!! Believe them!!! As a “Curio collection” Hilton, this hotel did not live up to expectations in any way. Worst Curio we have ever stayed at by far. Most of it feels very worn down and not well kept. Overall the hotel was busy, I think this hotel must be a huge money maker for Hilton, as the prices are HIGH and the quality is below mid level. The poor experience started at arrival- no “welcome to the Reach key west” from the valet, no offer to help with bags, no offer of a bottle of water. When you’re paying $1500/ night I believe this is reasonable to expect. Then onto our room- the toilet didn’t flush properly, the handle in the shower/ tub literally fell off, (it actually fell off!!!! That has never happened to me at a hotel before!!) and the phone in our room didn’t work. (We asked to have the phone fixed twice and it didn’t get fixed either time) Not what you wood expect for $1500/ night. (They did fix the toilet and kind of fixed the shower handle, it was still loose, and almost guaranteed to fall off sometime very soon) And walking around barefoot in our room, our feet turned BLACK on the bottom!!! When is the last times these floors were cleaned?? Service at the restaurant was slow (and it wasn’t even very busy). Food was OK. The valet parking was VERY expensive - $50/ night. As a reference point, earlier this week the Ritz Carlton in Naples charged $40/ night. The ice machine on the second floor is broken, we let the front desk know that it was broken, they said that they knew, and that they were waiting for a part to come in… perhaps put a sign on it? That says it’s broken and where to find another ice machine? Seems pretty common sense to me. The staff were not particularly friendly or helpful. They weren’t horrible, again just not what you would expect at the these prices. I would never stay here again. If you have already booked this place, do yourself a favor and cancel. (If possible I would have rated rooms and service 0 stars) Signed, a most disappointed Hilton Diamond member.

We truly enjoyed our stay at The Reach. We enjoyed the clean beach with minimal traffic. We even rented day beds one day. The staff was extremely friendly and attentive, and the rooms were clean and well-maintained. The location was perfect. Away from the chaos of Duval Street for quiet, but also close enough that we could walk to everything. I would plan to stay here again when in Key West.