Oceans Edge Key West

The hotel atmosphere and facilities were overall very pleasing. The hotel shuttle bus to Key West downtown runs every hour, and there were various additional facilities such as kayaking, paddling, bicycle activities, and yoga classes, which was nice. The activity staff were all friendly, so the kids had a great time doing the activities. The swimming pool and children's playground were also great. The atmosphere of the restaurant and bar in the hotel and the price were good. The staff were also very friendly. However, the check-in was very late because it was the peak season of Christmas. However, I was very upset by the attitude of the front desk staff. I tried to understand that the check-in was late (I had to wait 1 hour and 10 minutes based on the check-in time...), but they assigned me a completely different room instead of the one I had reserved. When I called to say that the room was assigned incorrectly, they just told me to come back to the front desk and change the room key card. Without even a word of apology. Because the check-in was late, I rested a little in the room, and my schedule for sightseeing was all messed up.. There was no place to rest while waiting, so I went sightseeing and checked in once, and since they let me check in late, I visited the front desk twice to get the room key.. I went to the front desk a third time to exchange the room key because the room was assigned incorrectly.. I was so tired, both physically and mentally.. I just thought that this was the kind of service they had, but they were busy, so what could they do? When I told them that I was upset with their service, they finally apologized. Except for the front desk staff, the other staff members were so kind that I just let it go, but I think the staff members at the front desk are the face of the hotel. It's definitely a good hotel, but the front desk staff's service was the worst of all the places I've been to. I think this definitely needs to be improved.

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