The Pier House Resort & Spa

We are just beginning our stay at the pier house but we could not be more disappointed this far. The long lines and poor service at the front desk were an ominous hint at the experience ahead. The lobby is clean but feels more like a Comfort Inn than an authentic key west inn. The woman at the front desk greeted us with, «Can someone help these people!!!» and seemed to make a joke of the fact that our room wouldn’t be ready until after 3:30 pm because they have «many guests and many rooms». Finally, we got our room but the upgraded «garden view» room had a view of nothing but the giant cinderblock wall of the adjacent building.
Next time I think we will find a hotel that is more eager to welcome and accommodate guests.

OK. I paid $ 500 a night for 2 rooms for 2 nights. Here we go.
1. The overnight parking charge was way too high.
2. There was NO room service!
3. The lobby is small and claustrophobic.
4. I was in the «Spa’ building. There was no elevator so I had to drag my suitcase
up a huge flight of stairs. (I’m fit but no youngster!)
5. I looked all over the building for an ice machine with no luck. I called the front desk and
asked where is was and they told me there was one in a building across the parking lot!
It was 11 at night and I was already ready for bed. No one offered to bring me ice. (see
above comment re no room service!!)

Overall a terribly disappointing experience. Never ever ever again. I recommend that you stay at the bigger new hotels. Cheaper and much better service and amenities. (I heard from other
people I ran into in town.)
Stay away. Total ripoff!!!

Booked the spa junior spa and loved it. Pretty good value in comparison to all the other hotels (we paid $ 400 a night and Westin was charging $ 850 a night for the same time). The location is prime and not in the middle of the craziness of duvel street, but close walk to it.
The spa building definitely looked newer and better than the main building. Jacuzzi and steam room are included with the stay.
The private beach is very small but we barely spent any time there.

Just spent 4 nights at this hotel, and I have to say I had really high hopes, but it just didn’t measure up. To start, the elevator was out of order the entire time we were there, which isn’t a big deal except when carrying heavy bags up. Our room (#281) was directly above the Chart House bar, which apparently is a pretty popular place with the drunks and the smokers. The smoke drifted right up and into our room, and the constant loud conversations (and last night, 1 am vomiting, that was a treat) made it very unpleasant to have the lanai door open. In fact, the entire place is very loud. The constant rolling cart and slamming doors don’t make for a relaxing stay.
Good points: the staff, especially at the Beach Bar, were great. The drinks and food (especially breakfast) were good. But we won’t be back.

Have been visiting the Pier House since the 70’s, often with parents. What used to be a heavenly respite from the zaniness of Key West has become an average place to stay with average personnel, food and below average clientele… at exceedingly high prices
There is very little attempt to do anything more than the absolute minimum of insuring a good experience.
Checking in was unpleasant and $ 425 clean and spacious room was on the main drag with noise all night and early am with truck delivery. In room fridge empty.
Food is adequate and in pretty setting.
Swim out to the floating dock only to find it filthy and covered in bird droppings.
No late checkout and overall C– rating
It’s time to lower the prices due to change in cache or bring someone in who understands and cares about customer service. Or maybe just time for me to move on to a place that appreciates luxury business and return customers.
A. Mahr
Washington DC

The signature facial was so amazing and so relaxing, especially since I was sick, when it was over, I felt so much better. I received a complimentary Mimosa prior to the facial and the entire staff was so friendly and just a pleasure.
The resort itself is like paradise. The staff is so pleasant and accommodating and the rooms are just amazing, we were actually upgraded half way into our stay. I’ve stayed here years ago and will be back again this year. Highly recommend the Pier House Resort right on Duval Street.

What a wonderful 5 night stay at Peir House. We booked the traditional room and when we checked in I told the staff I needed an ADA room. No questions, they gave me an upgrade ADA room since no traditionals were available. Our room was #414 and I have 2 suggestions for that room that many pertain to others. There was no chair to sit in and relax. Just a desk chair. Second, there is no shelf /​furniture space in the bathroom for any medical equipment to sit. There is only the sink area and there is only a single sink with very little room for your items. Each bathroom should be equipped with an additional table/​bookcase for storage.
The staff was some of the nicest yet, the food was wonderful. I can’t say anything negative about our stay…

The hotel had the most unfriendly staff from check in those working on the property. Their website is vague in relation to dog policy. Upon check in we were told they only accept dogs under 20 pounds but would exception at the ridiculous cost of 95 $ per dog per night.
The rooms are motel quality not resort. Save your money & stay at a more friendly resort.

My husband and I stayed here for 5 days for our honeymoon. At first glance, we were delighted, the grounds are beautiful and the location is great in relation to the activities we wanted to do. The staff was friendly and Ashley accommodated us with early check in, no complaints there.
However, we were disappointed to find that our room was smaller than we had expected, and pretty standard as compared to other, lesser starred hotels. Basic amenities, like coffee in the lobby etc were not available. Additionally, the hotel offers a «shuttle» (5 person electric car) that drives up and down Duval for guests. While the drivers are great, don’t rely on that to get anywhere, only one runs at a time and the front desk is rather unhelpful with contacting them or knowing when they will arrive or leave at any given time. We mostly just walked. We also feel that we should warn about a fee that was swept under the rug if not hidden– they DO charge for parking ($ 20 a night plus tax) which NO ONE informed us upon check in or otherwise. We had NOT expected this from a pricey hotel with a spacious private parking lot, and were upset to see it appear on our bill, we had a rental car and would CERTAINLY have returned it if we had known, saving us the rental cost as well as the parking fees! When we confronted the front desk about it, the customer service was just as anger inducing. Ashley was who we talked with, she was dismissive, and evasive offering no solutions, explanations etc. Additionally when we stated that no one had informed us of this charge, she tried to pass it off, saying that whomever checked us in would have told us. When I pointed out that in fact /​she/​had, she said nothing, no apology or explanation for the $ 100+ extra charges we had unknowingly incurred. We are extremely disappointed and in fact angry about this situation which remains unresolved– a really unfortunate way to end our honeymoon.
In summary, Key West is great but expensive. If you’re planning to visit, you can definitely find a place to stay with more value for your money. (Many of the bed and breakfasts offer complimentary parking, breakfast, AND cocktail hour for, the SAME prices or less, we know because we checked.)

Always clean, friendly staff, and the rooms are spacious. Had a great visit here twice now, both times in a garden room (with a small balcony outside). Will stay here again on my next visit to Key West for sure. My only qualm is the $ 22 parking/​night. Spending $ 140+ per night should justify free parking in my opinion.

What a disappointment! If my stay wasn’t prepaid then I would be checking out today. I just expected so much more from this property.
Where to begin: Back patio cushions are dirty. Landscaping on patio isn’t well maintained and dead leaves need to be picked up. The lamp electrocuted me when turning it on and we had to unplug. Loud humidifier in room that keeps you up. And even louder ice machine right outside our door. Bathroom floor is dirty. And lighting fixtures are dirty and dusty. Saying the buttons on the phone are filthy would be an understatement.
About to head out to the beach and hoping its a better experience out there. On a positive note the young lady, dionne, that checked me in late last night was amazing! Service has been impeccable.
Ended up at the pool. Bar staff is great but hot tub doesn’t work! And the tables are filthy by the pool. Why am I not surprised! Saving grace of this visit has been the service!

I loved everything about Key West. I would visit again. The hotel was nice too, but not a fan on sharing the back porch area with stranger/​hotel room neighbors. Also, I think it would be a good idea to keep a broom handy in the rooms. Each time throughout the day, when we got back to our room from the beach; we left a sandy trail on the hotel room floor and couldn’t avoid stepping on the sand since we couldn’t sweep it away. The H20 bath products supplied in the rooms are awesome though!

Beautiful hotel, just needs more mirrors in the rooms. The staff is super friendly & helpful (like everyone in Key west). I have no major or minor complaints. I really enjoyed my stay here.

Pros:
1) Complimentary coffee at the beach bar in the morning
2) Complimentary shuttle every 30 mins or so between sister hotels including La Concha (midpoint of Duval St) and Southernmost House (south end of Duval St). If you plan to go to see the famous southernmost point, you can take this shuttle. Also, Pier House guests can use the pool at Southernmost House.
3) Free bottled water in the refrigerator in the gym.
4) Location! Location! Location!
5) Manmade Beach! Manmade Beach! Manmade Beach!
Cons:
When my husband and I checked in, the sulky/​eye-​rolling reception staff did not tell us any of these complimentary services. I found out about these amazing free stuff after 1) I purchased several morning coffees at the Starbuck across the street and after 2) I walked 30 mins to the southernmost point in the 90 degree & 70% humidity and after 3) I purchased bottled water at CVS several times.
Why do they want to keep these secret?

Stayed here for a week while down in Key west for a little workcation. Having my family with me, I wanted a nice place close to everything, and with a nice area to hang out while I was off working.
The pier house fit those needs well. Location was great, a close walk to lots of fun and good restaurants. Check out The Porch if you are looking for something delicious tobdrink, just a few blocks walk.
The hotel had a nice key west feel and the room I had was good. The view wasnt spectacular but I didn’t mind as it was quiet, which was nice with the kid in tow. Clean room, only issue I saw was the shower head was kinda ghetto’ly installed. Room 174 in case they want to look into it. Just something I noticed each day as I stared up at it. Everything else was so nicely finished. But that looked as if it was rushed or fixed and not completed.
The pool and the beach is where we spent most of our time when not out exploring the island. Spectacular little beach area. The kids loved it. And the pool/​hot tub was nice too.
Staff across the board was super freindly. Always asking if anything was needed or offering a hand. The front desk staff was accommodating and from what I saw of others complaints, each was handled appropriately.
Overall pleased with my stay here, will defintely look to come back on my next trip.

First the good. Pier House is nestled right into the end of Duval Street, but far enough away that the crowds aren’t annoying. We parked the car on our arrival and were within walking distance to everything we wanted to do on the island. The location is right next to all the water excursions and bike rentals /​trolley tours, etc. Our room was nice, comfy bed, very clean. The best part was the private beach. I’m pretty sure no other hotels in the area have a private beach and that’s why my wife wanted to stay here. However, there were only about a half dozen umbrellas available and I saw a lot of people really upset that they couldn’t get an umbrella (and the sun was HOT during July here).
Two things about this place that ruined it for me. First, the interior of the hotel is «open air» until you get into your actual room and ALWAYS smelled like cigarette smoke. Disgusting. It’s bad enough that people smoke at the outside restaurants but this was too much.
Second, the best the on premise restaurants could do for a vegan food option was a vegetable panini. 12 bucks from some sliced vegetables on toasted bread, seriously? I’d expect a little more creativity from an establishment of this caliber.
If we were to come back, I might suggest to my wife looking somewhere else.

I don’t generally even bother to review places I had a horrible experience at, but this place and the management needs to be scorned!!!
First of all the photos online show all the rooms to be beach or ocean front LIE!
I booked a room with this in mind… when I checked in I was shocked… I spoke to the management and was told all the ocean front rooms are sold out… call back in the morning. well when I called in the morning the manager was a COMPLETE JERK! YOU have to pay more for those rooms and we don’t have any!!!
So nice of them to send me a few complimentary drink coupons!!!
I tried to book a room at another hotel and they were all sold out so I stayed with a nice parking lot view listening to the contractors work outside.
The room was dirty and the hotel lacked up keep!
My experience was TERRIBLE at this motel called a resort!
There are many places to stay in Key West!

My wife and I just finished our 5-​night stay at Pier House. We were celebrating our honeymoon. I hope I can begin to capture our positive experience.
ENVIRONMENT: This is exactly the type of location I was trying to find. We stayed in the Dockside Suites and had what they call an infinity balcony. It offered us a phenomenal view of the sun setting over the Gulf of Mexico, not to mention the water in general. Our room was absolutely clean and had a great sitting room, furniture on the balcony, and comfy bed. The hallway outside our room was even air conditioned. I can’t tell you how refreshing that was after a hot day on the beach. I highly recommend room 810.
OCEAN/​POOL: The pool was very nice, but the best by far was the private beach access. It was perfect. Lay out on some chairs, have a drink, and be in the sand and the ocean.
STAFF: We had great interactions with the staff. Specifically, our best interaction was with our beach/​pool attendant Tereza. She was cheerful and beyond helpful with our drink orders. She made our stay even more enjoyable.
FOOD: Easily our best meal at the resort was at the Harbour View Café. We also had a great breakfast delivered by room service.
Want to relax and rejuvenate yourself? Stay here.

Centrally located. Great service. Comfortable beds and great sheets. Not really a party hotel but I don’t think that’s what u’re looking for if you’re staying here. Beach area is private and the staff there is very accommodating.

We stayed here for 1 of our 4 nights in Key West and in hindsight, I wish we would have stayed here all 4. Key West is all about location and Pier House is right smack dab in the best spot around.
This a fancy schmancy resort with all the spa stuff. I didn’t do that. The only person that was rubbing on my fat rolls was my ladyfriend. TMI… I know sorry. Anywho… The Pier House has a nice small private beach, restaurant and outdoor tiki bar over looking said beach, and pool. The only bad thing is they bring in all the lawn chairs at sundown. I was wanting to relax by the water and enjoy a cocktail without getting sand in my ass. Dah well.
The layout of the place is strange as it felt like a maze of buildings and hallways. The room itself is nice with a big comfy bed. The reason you are here (if not for the spa) though is location, location, location!!! Located at the edge of Duvall, 2 blocks from Mallory Square and on the water.