The Palms Hotel

Ac very loud so we couldn’t use it. Floor uneven so the bed at an angle. The water was gurgling every few minutes in the toilet. Backsplash! The room and place have a very charming looking and it was quiet. We really appreciated the competence and kindness of the front desk lady. If they can fix the small issues in the room, it would be a very nice place to stay in Key West.

This would be all around 5 stars but the service or lack of service and training employees how to interact with guests if the problem here at what appears to be an absentee owner property with no management presence. #1 Smile at guests and make eye contact if they are within your eyesight and if within speaking distance acknowledge them. #2 “How can I help you?”, “How is your stay” and at check out “How was your stay” #3 Create and environment with music that is there but not overwhelming. This needs work in the registration area and at the pool breakfast and bar shack. #4 If a guest brings a problem to your attention acknowledge it, say you are sorry and move on. We had a friend call in that knew we were staying here for a birthday and had Champagne arrange in the room prior to arrival as a surprise. It took her several phone calls to arrange this and she gave a form of payment. Upon check out the order was on my folio. The young man at the front desk did nothing. Additionally we had lost a room key and paid the $50 but instead of just saying “I’m sorry and hope you enjoyed your stay regardless” he said “Not my rules” which is a terrible thing to say in hospitality. In fact all negative words should be removed from your vocabulary young man and perhaps a smile would be appropriate. Apparently the owners here do not care about hospitality at all and we consider it an epic failure. Oh and also if you are going to have cushions on seats around your property they should be taken away when it rains and put back after because otherwise they get soggy even if they appear dry and guests get a not so nice surprise trying to sit. Isn’t that common sense in hospitality? We will be now double checking bank statements to make sure we were not charged twice for your foul up on birthday wine order. Thanks a lot.