Kameron Anderson

Review of Cheeca Lodge & Spa

We've stayed here 3 times in the past couple of ye...

We've stayed here 3 times in the past couple of years and up until this trip it was the best place to stay on the Keys. We understand that Irma was a disaster but opening rooms that aren't finished is unacceptable for any hotel chain, especially a 4 star hotel that boosts about being luxurious. There was absolutely no warning on their website that they were still repairing from Irma. Just that they were adding their new beachside pool. It would be great information to display for your customers. When we first arrived the staff greeted us kindly as we went to check in. Once we checked in the person running the front desk was so monotone and didn't explain any part of the lodge or the amenities as expected when you check into a hotel. When we got to our room we noticed that the rain showerhead wasn't even in our shower and when turned it on it just had a stream of water come out of the ceiling. We asked to get this fixed, they came looked at it, told us they would go talk to someone about fixing it and never came back. Very disappointing because that is one of the reasons we chose the room that we did. There was no Wi-Fi or phone or room service which is still advertised everywhere throughout the hotel and we were never informed about the lack of service. It wouldn't have been such a bad experience if the staff didn't talk their way out of fixing the issues at hand. When we brought the shower up again to the staff she said she'd look into it but it wouldn't do US much good. If you can't provide all the services and amenities that you advertise you shouldn't be opening. Very bad business model. And we weren't the only guests with issues. Other guest at the bar told us they didn't have hot water in their room. Another informed us that a room had their light switched plastered over and stuck on a while back. We really loved this place but the sour taste of this visit has made it very off putting. We were planning to stay their Sunday and Monday night when we got back from the dry Tortugas but it looks like we will be staying else where.