My wife and I stayed here for the second time recently (we have already booked again for February). We used to stay at La Concha, but repeated episodes of poor housekeeping (after unaddressed complaints) led us to here. It’s a lovely little place and they had honored our request for a specific room. One day, we left the hotel at 9:30 and asked the front desk to arrange to have it cleaned and made up by 2:00, as we expect to come back to the room to rest before dinner. They spoke to the housekeeping manager and assured that it would be done. We came back at 2:00 to find the room not done. After speaking to the manager in person about the problem (there was an obvious miscommunication), he profusely apologized, got our room cleaned and made up immediately (I wish I could clean my house so fast, BTW). He asked if there was anything he could do to make it up to us. I wanted nothing more than for it not to happen again in the future. We come down a minimum of 3 times a year and want to continue coming to the Key Lime. A bit later that afternoon, the manager personally delivered a half bottle of champagne in a bucket of ice as a token of their appreciation for being their customer. We thought that was a lovely gesture and reinforced our decision to stay there now and in the future. We thanked them for it.
4 / 5