Fairfield Inn and Suites by Marriott Key West at The Keys Collection

Customer Ratings & Reviews

TripAdvisor Traveler Rating

2215 reviews

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  Absolutely the worst experience - Hotel is litterally falling apart - INJURIES

  What a train wreck. I should have been worried when they called me 4 times to verify my time of arrival, after I had called earlier that day and spoke with two different people about... Our arrival. Large language barrier. No biggie with that, we worked around that. But, then it got worse. I had already paid for the room via my booking, when I arrived at a late hour, the lady checking me in didn't speak English well and to be honest, I'm not real sure what language she was speaking (not Spanish as I know that well). She told me she had to charge a hold to my card for incidentals, okay. No problem. Yet .. she charged me 6 times. For random amounts ($890, $635, over and over, etc). Please note I had already paid my stay in full, two days before. When I told her my card was charged the wrong amount, repeatedly, she said oh we will fix it tomorrow, just go ahead because I can't check you in right now. She was also the only person on staff. Uh. Okay. It was late, so we went to sleep. 8 am .. a man who doesn't knock etc. opens the room..we're all asleep. Says oh sh** and left. Housekeeping didn't know we were there. Why? Because she hadn't checked us in.... Go to the bathroom before going downstairs and y'all. The entire bathroom door fell apart (it's a barn door mind you, no privacy). Okay... Go downstairs, tell the manager. He apologizes a lot, said he would refund the resort fees but still has to charge me incidental fees (okay... I get that). He gives me a print out of allllll the bajillion charges. Neat. We go exploring, come back and our room is moved. Why you may ask? Oh the very little privacy bathroom door fell apart. Okay...Move room. Okay, that works. By the way the entire hotel is under construction, the whole thing, tile being done everywhere you walk with random cones and tile spacers all over the ground, elevators not working (this is important later), etc. So first room, the bathroom door completely fell apart. Next room, same as the first, but nothing not working. Yet. We go explore for our second day (we had booked a 4 day stay), come back, I walk over to look out the window at the beach (AC is right there.) AND THE ENTIRE AC COVER FALLS OFF ON MY FOOT! Remember how I said earlier the elevators not working was important? Yeah. It's cuz I was in a horrific accident last year (while pregnant) and had a total knee replacement and double wrist replacement. I'm under a year post op, so stairs and I are not friends yet. Did I mention our second room was on the FIFTH floor? And the elevators werent working.... And I have a baby to carry also. Nevermind the fact that a gentleman got stuck IN the elevator when we were there and since the call button was disabled... He was only heard when we were walking by and he was BANGING. At this point, my husband is like that's it. We're out. I don't care about the extra days, this is UNSAFE. So we pack up for our 9 hour drive back home. Two days early. Due to safety. He informs the manager we're leaving, (checking out) and why. The manager states again he will refund the resort fees and move our room. Okay, but no thank you. You already charged me inaccurately 6 times and the place is literally falling apart at the seams! He then says he can't refund the stay because we booked with a vendor (Expedia). At that point I wasn't even looking for that. I just wanted OUT. The vendor was not able to get a hold of the manager after calling 3 times to discuss the issues. So. Expedia calls me back and they say they will try to secure a refund due to all the trouble. Again, not really concerned about that, I just want the hold fixed and the funds I was charged (bank) for the inaccurate charges to be taken care of (two bank cards, the lady kept saying it was declined. YEAH BECAUSE YOU WERE CHARGING 2-3X what I already paid!) and most of all, very concerned for the safety of the patrons! What a horrible experience. We're continuing our vacation in another part of Florida due to this (thank goodness we're natives). Save yourself the trouble and the potential injury!

  Jun 03, 2025
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  This Key West Hotel is a must …

  UK visitors to the very special place that is Key West. Lovely hotel on outskirts of town, about 15 mins, depending on traffic. Travelled from Miami after spending time in Boston, New York and Washington DC for some R&R. Very clean and bright hotel with attentive and knowledgeable reception team. Free shuttle bus to central Key West a bonus and runs regularly back and forth. Starbucks adjoins hotel with further places to eat close by. Stunning views across the water on the opposite side of the road as well with a proper pedestrian crossing just outside the hotel frontage

  Jun 01, 2025
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  Great place to stay.

  The room was immaculate and such a nice size. The staff was very helpful. The reservation specialist Anna couldn't have been more accommodating. We will definitely be staying there again. Thanks to Anna and the rest of the hotel staff. Cheryl &Danny Mos

  May 25, 2025
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  Under refurb

  It was an Only Ok place to stay - and not very convenient to downtown - as we booked through our Holiday company - we were treated "as a 3rd party" booking and as a result felt badly treated. got the furthest room on site - long walk to Main hotel, etc etc So not happy with the place - sorry

  May 23, 2025
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  Older Motel. Refurbished. Priced too High

  Clearly an old motel fixed up and promoted as refurbished. Firstly, let me say, I had a reasonable stay here but there are some shortcomings: They charge a resort fee of $50.00. If it wasn't for the free shuttle into old key west, it would not be worth it. We had to work hard to obtain the other benefits such as the free drink. Never got the free gift that was mentioned. We had to wait to get a room, like many other guests that day, but somebody going around on a golf cart (cant remember their name) took the time to call the front desk & found out our room was ready. Waiter at the pool bar seemed to have his favorite customers as I waited and waited and more than one guest was served ahead of me. I walked away. They refurbished the rooms, but whoever they used to lay floor tile should be fired. Tiles were cracked and broken in various places. A trip hazard for some. Biggest safety issue I noticed was the outdoor metal stairs to 2nd level which are rusted, to a level raising concerns. How they passed inspection I will never understand. Now 2 months later I am dealing with an extra charge on my credit card and I cannot get hold of anyone. Their website says they are closed for reservations (in the slow season)

  May 20, 2025