Pines & Palms Resort

We had a good stay at this beautiful, clean resort until the last two days. We needed to do laundry, so we asked the office for a laundromat recommendation. They told us to use the resort’s coin machines, which cost $4, but neither worked properly. Our clothes came out dirty and wet. We tried drying them in the room overnight, but they were still damp and dirty the next day. We scrambled to find a laundromat and spent half the day, then the whole next morning until checkout at noon, getting laundry done before our flight the following day. We explained what happened to staff. They apologized but said there was nothing they could do. They didn’t even offer to refund the quarters from the broken machines, let alone compensate us for losing most of our last two days. If anything goes wrong, they won’t help you out. A couple other things weren’t great. The pool bartender gave us a double we hadn’t asked for and tried to charge us for it. The resort quietly advertises a military discount on its website but wouldn’t honor it when we asked afterward, saying it was because we booked through a third party. They should still be able to offer the discount they advertise. It felt hollow. We’d hoped to bring the whole family back for years, but now we’re unsure. I’d be happy to remove this review if they made a major effort to compensate us for those last two nights, the $4 for the broken laundry, and what felt like a scam at the pool bar.

The best part of the stay was Anna at the front desk. My daughter and I had a terrible flight, and our luggage was lost for three days. By the time I checked in at P and P, I was done. Anna let me vent, poured me a glass of champagne, and had me smiling and laughing when I really needed it. I felt so much better leaving her office. What a great addition to the staff. If you stay here, take a few minutes to talk with Anna. It’ll make your trip. I’ve been visiting Islamorada for years and usually stay in an ABNB, but sometimes I try a resort for a short visit. I loved Pines and Palms. It’s perfectly placed for my favorite restaurants and shops, the bungalow was comfortable and detached from the others, and the grounds were well maintained. It was quiet, and the view was wonderful.

We had such a wonderful time here and would definitely return. The bungalows were clean, beautiful, and very well equipped. The whole resort has a gorgeous atmosphere right by the beach, and the amenities were great. You can rent SUPs and kayaks or enjoy a cocktail by the lovely pool. It made our trip to Florida unforgettable. Highly recommended!

We left a full day early and went back to Miami after finding bugs in our room. On the second night, there was a huge cockroach or water bug in the kitchen. We called the after-hours number around 10 p.m. and got no response at all. We ended up stuffing paper towels into the cabinet cracks ourselves. A few hours later I pulled back the covers and found another roach in our bed. I screamed and ran outside. Completely unacceptable. At the front desk the next morning, the woman smirked and suggested the after-hours staff might have been asleep. That was their excuse. We were told the General Manager would call Tuesday morning, but she never did. I called twice and was told to email her instead. No accountability or professionalism. My husband and I fly down from Maryland every year, and this was by far our worst experience. We checked in Saturday morning and paid to upgrade to an oceanfront room. We’d prepaid for the whole stay, and everything looked beautiful at first. The first night was fine, then it all went downhill. We work hard for our yearly vacation and expect basic cleanliness and respect. Instead, we got bugs, rude service, and no follow-up. Save your money and frustration. Do not stay here.