Heron House - Adult Only

We were only here for one night and got in around 10 p.m. The place felt cozy and welcoming. They left an envelope with the room and parking information and the key, which made arriving late easy. My partner accidentally burned a small part of the duvet when the iron slipped off the board onto the bed. We told reception at checkout. The staff were kind, understanding, and professional, reassured us that accidents happen, and didn't charge us. That empathy and customer service made us feel respected and comfortable, and left a very positive impression. We really appreciated their kindness and would highly recommend staying here.

We've stayed at Heron House for the fourth or fifth year in a row during Valentine's week, but this visit was a real disappointment. The location and overall appearance are great, yet the stay fell well below what we'd come to expect. The room could have been cleaner, hot water was scarce, and the shower handles didn't work properly. The shower rod sat too far inside the tub, making the plastic curtain cling to you while showering, which felt unsanitary. The biggest problem was the bed setup. There was only a fitted sheet and a comforter, no top sheet. We noticed when getting ready for bed and assumed housekeeping had missed it, since our earlier stays always had one. Nobody was available at the front desk in person or by phone, so my husband had to take an Uber to a local Ross to buy sheets. The next morning, we told the desk manager. He said the hotel no longer provides top sheets because the new owner doesn't believe in them, calling them a “European thing.” We said we preferred having one as customers. He said many guests had asked for them, but the owner got tired of the requests and threw all the top sheets away. Our requests to speak with the owner or another manager were both denied. On the way back from breakfast, we saw several rooms with open doors and unmade beds that clearly had top sheets. A neighbor sitting outside told us his room had first been without one, but his wife requested it and the hotel provided one. That inconsistency and lack of transparency were frustrating. When we told the desk manager we wouldn't return, he just shrugged, as if he didn't care. There was no offer to fix the problem, which was disappointing. After so many previous visits, we expected better. We hope management reconsiders its approach to guest comfort and customer service for future visitors.

We stayed here one night after coming to Key West a day early, before moving on to our other resort. We loved the place. The pool area was nice, breakfast was delicious, and the lady serving it was wonderful.

The staff were our favorite part. Everyone was friendly, pleasant, and made a point of acknowledging us. You could tell they were genuinely happy we were there, including the orange house kitty. Our room was spotless and comfortable, and the breakfast had a good selection. We liked the sitting area, where there was plenty of seating and we got to mingle with other guests. We drove over from Fort Myers and arrived after the front desk had left, but the check-in instructions were clear and we found our room easily. We usually come down for my birthday week. This was our first stay here, and we'll absolutely book again. Thanks to our new friends for a wonderful birthday getaway.