Hyatt Sunset Harbor Resort

My boyfriend and I had a really uncomfortable experience with this company. We paid a $50 deposit for a presentation they said would be shorter than it actually was. During the presentation, they became offensive and basically accused us of lying. It felt shady and unprofessional right away, and whenever we asked about getting our deposit back, they changed the subject. They were also assessing whether we qualified for their very pricey subscription program. When they learned my boyfriend was retired, they acted like he couldn't earn over “100 k” a year, again making it seem as if they thought we were lying. They didn't listen properly when we shared information about ourselves, even though they were trying to sell us something and we were doing them a favor by hearing them out. They eventually chose not to continue the presentation, after we'd spent about an hour being patronized and, I feel, racially profiled because my boyfriend is also black. They said they'd refund the $50 deposit, but three weeks later we still hadn't received it. This was the most unprofessional and disrespectful environment I've ever been in. Find better employees, and don't waste your time with this.

The construction beside our room made daytime noisy, with drills, banging, loud conversations, and what sounded like an argument between a worker and a boss or owner. The bigger problem was the billing. My card was charged far more than the reservation amount, and staff never gave me an itemized explanation when I asked. At checkout they said the computer was down and promised to email the receipt, but nothing arrived. When I followed up with my reservation number, they said they couldn't find a reservation at all. Staff seemed scarce during our stay. I wouldn't come back for that reason alone, even though there are plenty of cute hotels nearby.

The hot tub being closed was a letdown. Still, this felt more like staying in an apartment than a hotel room, and our particular unit had excellent views. It's also well placed for getting to the Key West attractions.

Our room was ready at 5:40 pm and was clean. It connected to another room, though, so noise from the neighbors carried through easily. The concierge was friendly and suggested a couple of places we enjoyed. We only stayed one night, but there was also a list of activities for people staying longer. We chose this place to be downtown for sunset, and the garage across the street offered convenient parking for $40 a night.