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luxworldtraveler2023
Miami, Florida

Lots of potential but still many issues to work on

3.0 of 5 bubblesReviewed 3 weeks ago
This resort has a lot of potential and despite its small size, I find it to be charming. Rooms feature incredibly comfortable beds, modern showers with luxurious amenities, and fantastic overall decor with impeccable attention to detail. On the negative side, the staff is poorly trained... they don't seem to understand the differences between room types, take very long times to answer basic questions about your reservation, and the restaurant staff in particular need drastically better training from the chefs to the servers (imagine being delivered an omelette with nothing else on the plate, not even a small garnish, and having to remind your servers at least four times to bring you water). Management should really consider hiring luxury consultants to train the hotel's staff as they are clueless when it comes to delivering acceptable levels of customer service, let alone high quality service. Also, the hotel is clearly still undergoing construction and this should be better communicated to the guests.
Date of stay: December 2024
Trip type: Travelled with friends
3.0 of 5 bubblesValue
5.0 of 5 bubblesRooms
5.0 of 5 bubblesLocation
4.0 of 5 bubblesCleanliness
2.0 of 5 bubblesService
5.0 of 5 bubblesSleep Quality
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This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this review
Responded 3 weeks ago
Thank you for your feedback. We’re glad you enjoyed the charm of the resort and found the rooms comfortable, but we’re really sorry to hear about the service issues you experienced. Your points about staff training and communication regarding construction are helpful, and we’ll make sure this is addressed right away. We appreciate your honesty and hope we can give you a much better experience if we have the opportunity to regain your trust for a future stay.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
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All reviews hyatt place lighthouse grill key west light house free breakfast the breakfast area clean hotel mile bridge front desk staff would definitely stay here again great place to stay turtle hospital sombrero beach marathon key family vacation nice pool fish
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Reviewed 4 weeks ago

2nd stay....nice rooms, check in not until 4 pm. Don't try to get anyone to help you. they are on their cell phones or hiding. Don't try to have breakfast there, go out. They know how to charge but not provide any service. a manager and an employee were having a heated discussion out in our hallway and we had to ask them to get lost, take it someplace else.

Room tip: find another place to stay
Date of stay: December 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Patrick S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this reviewResponded 4 weeks ago


Thank you for sharing your feedback. We're truly sorry to hear about the poor service you experienced during your stay. The situation you described with staff communication and the hallway incident is unacceptable, and we apologize for the lack of professionalism you encountered. This is not the level of service we strive to provide. We also understand your frustration with the breakfast experience and the overall lack of assistance from our team. Your comments have been shared with management to ensure that these issues are addressed and improvements are made moving forward. We appreciate your feedback and hope we can provide a much better experience should you choose to visit us again.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 weeks ago

I cannot believe I redeemed 80K points per night to stay at this "Resort". Where to begin?
1. How about the inability to get a hold of anyone? I tried calling the operator, front desk, you name it from my room, and nobody ever answered.

2. Room issues...The reason I had to keep calling is because my air conditioning wasn't working and my hot water wasn't working. I also went up to the front desk at least 3 times to ask them to send someone to assist and nobody ever came.

3. I had to request cleaning for my room even though I didn't have the do not disturb sign on. I also relayed this to the front desk, but ended up having to find the cleaning ladies every morning to ask them to clean my room. When they did, they did not take my towels that were on the floor and instead hung them back up, they did not leave toilet paper or replace the tissues even though both were clearly at the end.

4. Food: The restaurant food that I had except for on NYE was terrible, including their bread pudding dessert which was rock hard when I got it. I also woke up the next day sick with some sort of stomach bug that I can only relate to what I ate the night before at the restaurant.

5. I was told by the HILTON desk when booking this reservation that all fees were included, but I was hit with room taxes and resort fees. What on earth were the resort fees for anyway? There is literally NOTHING at this resort, and if there was, not one person gave me a pamphlet, or even told me about what was included in the resort fee. But I digress...I tried reaching the hotel multiple times after I left to review the charges on my bill and again, nobody answered! You call Hilton direct and they say to call the resort, but since that's not working, I had to resort to writing a review, which I would have never done, even through overall this place was NOT worth the money. I could have redeemed points for a lot less down the road at the Hampton Inn and likely would have received better service.

All in all, I'm grateful I had things planned ever day, otherwise I would be using the one towel they provided in the one heated pool and ordered DoorDash for meals, which I would have done, except I needed to use the food and beverage credits.

TERRIBLE experience...I should have booked at the sister property which is a Marriott hotel, but thought this hotel was a little more upscale.

Room tip: Make sure you ask for all the amenities when you check in. We booked a lot of excursions that could have been booked thru the hotel.
Date of stay: December 2024
  • Trip type: Travelled solo
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank Arpana H
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this reviewResponded 4 weeks ago

Thank you for taking the time to share your experience. We are deeply disappointed to learn about the challenges you faced during your stay, from the lack of responsiveness to the room and dining issues you described. This is far from the level of service and comfort we aim to provide, and we sincerely apologize for the frustrations you encountered. The concerns regarding the air conditioning, housekeeping, and miscommunication about fees are especially troubling, and we take them very seriously. We value your feedback and will be addressing these matters with our team to ensure improvements are made. Your experience does not reflect our standards, and we hope you’ll consider giving us another chance in the future to provide the exceptional stay you deserve.

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Reviewed 4 weeks ago via mobile

It seems Hilton and the hotel is still working out many issues on hot water, staff training, welcoming guests. Newly renovated. “Spa” is not yet available.

Our family of 4 stayed for 6 nights in 2 rooms. Nice rooms and showers, but both rooms had barely tepid water for showers for the first 2 nights (up to New Years Eve). It got moderately warmer the next day, but never hot. We also heard other guests complain of cold showers and “not hot enough.”

We were given very little information on check-in, and when we inquired about amenities or New Years Eve events, we were told there were no amenities and nothing special going on for NYE. So we were surprised when we came back to the hotel for NYE, there was music, dancing and a party going on (open to all). *sigh* The front desk needs better information and training. We (and other guests) were not told how to get pool towels (ask at front desk). Front desk did not tell us about the complimentary cocktail (I read about it online and asked them).

We chose this resort because we thought there might be amenities and activities given that it has 4 pools. To clarify, 2 pools (the nicer pool by the restaurant and lighthouse is not heated; the pool close to the guest rooms is heated, but often taken over by kids) are at Faro Blanco Hilton. The other 2 pools are at the “Sister Resort” Faro Blanco Marriott, a 5 min walk. Your Hilton key doesn’t work there, but theoretically you are allowed to use the 2 pools at the Marriott. Faro Blanco Marriott has some activities (yoga in the AM on weekends only), movie nights, etc. (unlike Faro Blanco Hilton). Not sure if we could have participated in these. Front desk of the Hilton mentioned nothing about any of these offerings, just that we could use their pools. We did use the lounge & games at the Marriott.

Room tip: Rooms do not have a water view at all. Best you can do is a pool view. Check out amenities at sister resort Faro Blanco Marriott.
Date of stay: December 2024
Trip type: Travelled with family
Thank SuzyK9999
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this reviewResponded 4 weeks ago


Thank you for sharing your experience. We’re delighted to hear you enjoyed the comfort of our newly renovated rooms but are sorry to learn certain aspects of your visit didn’t meet expectations.

We aim to provide a smooth and enjoyable stay, and it’s clear we fell short in a few areas. Challenges with hot water and communication around amenities and events during your visit are not the standard we want to deliver.

Your feedback is invaluable as we work to enhance staff training and ensure every guest feels informed and cared for throughout their stay. We appreciate your input and hope you’ll give us another opportunity to welcome you back and deliver a more seamless experience.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 weeks ago

This hurts to write but we had a miserable experience here and it was mostly based on the decision to dine at the restaurant onsite. The resort is beautiful and the staff is really helpful... the pools were good, the bar was hoppin. But the restaurant? oh my...
So it started when we checked in and went to the bar - we ordered salt and vinegar fries for a quick snack with our boat drinks. Well... bartender came back, hey sorry we are out of the seasonings for the fries - no can do - did not offer us just the fries so we thought okay no fries - we ordered something else and it was good. We sat outside enjoyed the beautiful weather and sat by a fire pit until we got hungry at 8 PM or so.... we came inside got a table and ordered two appetizers and three entrees. We were told they didnt have two of the entrees so the gals panicked and got salad (bad move - more on that in a minute) After 20 minutes - 20! - the waiter came back and said they didnt have one of the appetizes we ordered (chips and dip) but the other appetizer would be right out. after 30 more minutes - 30! - the entrees came but no appetizer... we ate a very disappointing meal - we went back to the room to watch college football and fell asleep soon after - until my daughter woke up in intense stomach pain and starting puking her guts up. shortly after my wife woke up and experienced the same stomach pain and she began vomiting. throughout the night the girls went back and forth in teh bathroom getting sick. It was quite the night for me! the only thing all day we had that was shared by the two of them and not me - the salad! They got food poisoning from the salad - after all the food the kitchen DID NOT have it was a shame what they did have was rancid and full of bacteria. We loved the resort but we checked out and left early as the girls just wanted to go home - they were sick, they were dehydrated and they were exhausted.... we would have loved the circumstances to be different but alas - nothing can overcome that bad experience. Two people sick from the same salad!

Date of stay: December 2024
  • Trip type: Travelled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Sean D
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this reviewResponded 4 weeks ago

Thank you for your detailed feedback. We are deeply sorry to hear about your dining experience and the illness your family endured, which is unacceptable and far from the standard we aim to provide. Please know that we take this matter very seriously, and we are conducting a thorough investigation with our restaurant team to address your concerns and ensure all food safety protocols are upheld.

Your experience is not reflective of the level of care and service we strive to deliver to every guest. We understand how upsetting this must have been, and we regret that it overshadowed your stay.

We truly appreciate your kind words about the resort’s facilities and staff, and we hope you’ll give us another opportunity in the future to provide the exceptional experience you deserve. Should you wish to discuss this further, we welcome you to reach out directly.

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Reviewed 24 December 2024

Stumbled upon this hotel last minute after my other place accidentally double booked me and I was left without a room. After frantically searching for hotels I came across this one and believe it all happened for a reason because the staff was extremely welcoming helpful and kind and the rooms actually had more accommodations than my previous booking. Will be back for sure

Date of stay: November 2024
Trip type: Travelled solo
Thank Zayit B
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kiley Platt, Guest Services / Front Office at Faro Blanco Resort & Yacht Club Marathon, Curio By Hilton, responded to this reviewResponded 25 December 2024

Thank you for sharing your experience! While it’s unfortunate how your trip started, we’re so glad you found us. It’s great to hear that our team made you feel welcome and that the accommodations exceeded your expectations. We can’t wait to have you back the next time you’re in the Keys!

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