MM 58 & US Hwy 1, Marathon, FL 33050
(305) 743-8400Add Hours
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1 of 5 stars Reviewed June 24, 2013
I placed a reservation on Friday morning for the following Saturday night. Explained to desk clerk Lisa Gelm, that I would be traveling Friday, staying overnight in Ft Lauderdale. Then driving into the Keys on Saturday morning. Confirmed that they allowed dogs..that it was a 2 bed unit. I would be traveling with a co-worker and we would not be able to check in until 6-7 pm. We had work to do in Key West earlier in the day. Asked Lisa if there were any big events happening on Saturday in the Keys that would conflict with traveling on route 1. She said no.
Upon arrival to the Keys, I stopped in at the Yellowtail just to introduce myself and confirm again that staff would be on duty that evening. I was told yes..until 10 pm. When we got to the hotel on Saturday night I was told that my reservation did not exist. After several nervous minutes waiting the desk clerk " MIKE" said that I was a no show for the prior night! What?! Absolutely not true.
I told him that I would be happy to show him my hotel confirmation in Ft Lauderdale placed prior to my reservation with Lisa, on Friday morning. This was their mistake, I'd like to think it was clerical but after reading the dozens of horrible reviews on every travel/hotel site I think they are running a scam. That clerk Mike didn't bat an eye..I was in tears as there are only 3 hotels in town that allow dogs. All were booked. So after driving/ working over 12 hours that day we were all forced to drive out of the keys and a very long distance to Central Florida where we live. To add insult to injury, the manager Tammy refused to speak with me until today. " she was off" Well she is off allright. Off her everloving rocker. Rude doesn't even begin to describe the way I was treated by Mike Saturday Night he also echoed the same words as another reviewer posted..saying I should learn to "read better" Tammy also said that I told them the wrong day, not that it was their error. I called the hotel again yesterday and got to speak with Lisa who originally took my reservation. She admitted that she remembered talking with me, and " doesn't know what to say" I said..please tell the truth to your manager. I at the very least deserve my money back. Guess what? Today they billed my card 178.88 after quoting me 159.00 for the room.
Then an additional 13.50 for resort fee.
Tammy said the 13.50 was an error..but she refused to credit either charge. I've filed a complaint with the Marathon/ Keys BBB. Although I'm not that hopeful it will help as they already have a "F" Rating. I have also filed a complaint with the Chamber of Commerce who suggested I call them, because they were Pet Friendly.
Additionally Tammy nor Mike would tell me the owners name. So here you all go: free information.His name is Robert Moir phone # 305-453-6261. He doesn't answer and his mail box is full. If you make a reservation here..you might as throw your money over the bridge on the way in. They will not have a room waiting for you, will still bill your card and then some..refuse to issue credit, and blame you to boot! Please learn from my mistake, look elsewhere. Buyer beware..they also own the Bonefish Resort. Worst hotel management and staff I've ever encountered.
Stayed June 2013, traveled on business