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La Concha Hotel & Spa

    La Concha Hotel & Spa
 in Key West
    La Concha Hotel & Spa
 in Key West


TripAdvisor Traveler Rating:
1486 Reviews
Latest TripAdvisor Reviews

  • Good location, mediocre rooms, terrible service

    by 32aimeer on 2020-04-13 07:25 am

    I normally would not write a review like this but am disappointed at the way my reservation was handled by staff from the very start. I prepaid for 2 rooms in November for a trip scheduled in March. When I landed at the Key West airport and was waiting for my bags/taxi I received a call from the hotel asking me why my credit card was not running (I had since gotten a new credit card). I was caught off guard and asked them why they were running my credit card if I already pre-paid in full for the rooms. She didn't have a good answer for me. I was pretty upset they were planning to run my card again without my consent and that they were so inpatient and couldn't just wait for me to arrive to figure it out. Upon arrival I was told that the accounting department had refunded my card the day before so they needed to re-charge my card. I did not see any refund in my account and I wanted a better explanation as to why this was happening so I spoke to a manager.
    I still did not get a good explanation as to why they refunded me and why they had to now re-charge my card. The manage then said he was able to do something in the back end of the system to wipe away the refund and I would not see any new activity in my credit card statement. Great! I was satisfied and thanked him for his help. Fast forward to a week after my trip and I check my credit card statement. The hotel did end up refunding me but they refunded me $257 LESS THAN WHAT I ORIGINALLY PAID. And then they re-charged my card for the FULL AMOUNT i paid in November. Completely unacceptable!!! I'm missing $257 from them. I don't know why they even refunded me in the first place but this seems sneaky and something is wrong. To top it off I called the hotel to speak to a manager about the situation and the guy I spoke to was extremely rude and told me to call back a different day because there was no manager on duty. I have since sent an email and continued to call and have not been able to reach anyone.
    The hotel is in a great location if you want to be walkable and right on Duval St. which is why they are priced so high but the rooms are nothing special and very dark. I was barely in the room so it wasn't something I cared about and knew that when booking.

  • Gone badly downhill, wonât be returning while under current management

    by GX_AGB on 2020-03-01 09:45 am

    I wrote a 5 star review after first visit in 2016 and have been back twice since, both stays were a disaster (I naively thought the first bad experience was a one off, sadly it wasn't).

    Both bookings we experienced booking errors, unclean rooms and indifferent customer service from management (the rest of staff were mostly good to deal with).

    I raised issues verbally and in writing during and after both stays with the General Manager and just got fobbed off with cut and paste responses that left me with an opinion that the GM didn't care or listened and I eventually gave up.

    2 stars for location and most of the staff. O stars for management indifference.

    Owner Response
    Thank you for your candid review. We apologize that your recent stay did not meet expectations. We appreciate your comments and will share these with our management team so that we can continue to improve our services. We do hope to have the opportunity to welcome you back in the future, so that we can provide a better experience.

    Mike R, General Manager at Crowne Plaza Key West La Concha, responded to this review

  • Generally good but relies too much on location and name.

    by JCONNO007 on 2020-02-28 04:31 pm

    A high-end hotel in the heart of Key West. Key selling point is location. Nice if somewhat small roof top pool but very crowded, like much of Key West. Check in was slow and cumbersome but staff generally friendly.

    Room interior and standard good, though it should be as not a budget option! A/C gave off strange stale air smell and needed a service I think.

    $45 to park overnight at the hotel seems steep given the high room rates but, again, due to location they can get away with it!

    Owner Response
    Sincerely a great honest review! Thank you! Yes our hotel is good, but her main attraction is the amazing, did I mention amazing location and her rich history. You have to Google the La Concha Hotel & Spa. Being in a major destination the price for accommodations can and does surprise people...surprisingly? Again sincerely thank you! I hope people will read your comments and understand our hotel and Key West better.

    Mike R, General Manager at Crowne Plaza Key West La Concha, responded to this review

  • couple getaway

    by Explorer752059 on 2020-02-26 11:00 am

    very nice and clean and close to everything you don't need a car only a chicken and waffles was amazing...and we received free drink tickets...when we return we will stay here again.

  • Misinformation from staff

    by F1036KSjackier on 2020-02-24 02:30 pm

    We made our reservations by phone. We reserved 2 king rooms and 1 double with an early check in. We arrived to find 1 king and 2 doubles and no early check in. Staff insisted it was our fault we made the wrong request. They were not interested at all in rectifying the situation. Throughout our visit we consistently got wrong information or different answers from different staff to our questions. When we checked out our charges were all applied to each others credit cards. I wasn't billed at all for the main charges just the $129 taxes, twice. Have tried repeatedly to call to tell them to bill correctly but get hung up on or put on hold for long periods. So far my stay has not been billed correctly and I can't talk to them to fix.

    Owner Response
    I'm very sorry to hear of your frustration. We are required to honor any "guaranteed" reservation and the terms of that reservation. Request are based on availability at time of arrival. Early check-ins are never guaranteed. Please in the future request to speak with the Manager On Duty. I assure you they will do everything they can to assist you and will be clear on what you can and cannot except.

    Mike R, General Manager at Crowne Plaza Key West La Concha, responded to this review


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