Big Torch Key Mountain Holidays

I was told this is vip access room by Expedia i didn’t get any vip special. Expedia said my break fast included in during checkout but Expedia didn’t pass on to hotel that information so was charged by hotel. It is Expedia mis representation than hotel

Horrible checkin / checkout... Would never stay there again...Double charged me entire stay and still fighting to get someone to refund 2nd one that is so clearly a duplicate for same stay....

Dear Ms. Valentin, I’d like to formally, in writing express my gratitude and sincere appreciation for the courteous and elegant treatment that my love Rakela and I received this past weekend at your two hotels. A water pipe breaking and shutting down your hotel on a World Cup Internationally fully booked weekend is as bad as it gets in hospitality. In spite of this challenging moment I’d like to thank five of your employees that I dealt with in no certain order. Solange- front desk receptionist moved us quickly in the system and stayed present, caring, classy, professional and attentive - she moved us and without us asking helped us with some of the finances of the room due to missing a birthday celebration. She also followed up with a call the next day to check on us. A tall thin Caribbean Man / very handsome slightly graying bell man who alerted us to the challenges and pre warned us to to start packing and move quickly given the gravity of the situation. Very serious and great demeanor in handling the movement of belongings. Sophia- the Sunday front desk executive who graciously obliged us with a late checkout situation - even though the mounting challenges of the prior days seemed to only cascade and continue to be challenging. She never flinched or hesitated even while the guests close by were expressing their displeasure with that situation. Neisha Valentin- an outstanding leader of her team in the face of massive adversity. She made it all happen for us and

awesome

Dear Ms. Valentin, I’d like to formally, in writing express my gratitude and sincere appreciation for the courteous and elegant treatment that my love Rakela and I received this past weekend at your two hotels. A water pipe breaking and shutting down your hotel on a World Cup Internationally fully booked weekend is as bad as it gets in hospitality. In spite of this challenging moment I’d like to thank five of your employees that I dealt with in no certain order. Solange- front desk receptionist moved us quickly in the system and stayed present, caring, classy, professional and attentive - she moved us and without us asking helped us with some of the finances of the room due to missing a birthday celebration. She also followed up with a call the next day to check on us. A tall thin Caribbean Man / very handsome slightly graying bell man who alerted us to the challenges and pre warned us to to start packing and move quickly given the gravity of the situation. Very serious and great demeanor in handling the movement of belongings. Sophia- the Sunday front desk executive who graciously obliged us with a late checkout situation - even though the mounting challenges of the prior days seemed to only cascade and continue to be challenging. She never flinched or hesitated even while the guests close by were expressing their displeasure with that situation. Neisha Valentin- an outstanding leader of her team in the face of massive adversity. She made it all happen for us and

Horrible checkin / checkout... Would never stay there again...Double charged me entire stay and still fighting to get someone to refund 2nd one that is so clearly a duplicate for same stay....

awesome

Great location and amazing staff. Hotel is nice and well maintained in a great spot, close to everything within walking distance. All the staff were amazing and helpful (shout out to Andy)! It was nice that beach chairs were included in our stay but I wish the umbrellas were included. $27+ charge for umbrellas seemed unreasonable. For sure I’ll be back 🙌

awesome

The staff were super cordial and attentive, so were the cleaning crew. We got a free upgrade to our room, which was awesome and a great surprise for our vacation! I just wish they gave free water bottles instead of the ones filled in the glass bottles, they kind of smelled funky. Also I couldn’t get the balcony door open on my room. Other than that, the hotel was really nice and had great amenities. The rooms were super clean and I loved the Aesop soap. I would definitely come back!