The Reach, A Waldorf Astoria Resort

Our room had dirty underwear and tissues in the room the afternoon we checked in. Only one of the two elevators was working, LOTS of waiting. Of the 5 days we were there, our room was only cleaned twice. After being out from 8:30am to 3:30 pm each day, we liked to nap before dinner. Our room was never cleaned as a result. The 2 times it was, we had to specifically request the room to be cleaned at 10am. Even then, three days didn’t make it! I noticed a lot of fallen plaster on the exterior and several of the support columns were missing their coping trim. This was certainly not up to the WA brand. Food and beverage services were great.

We arrived at 3:45pm and they said check-in wasn't until 4:00pm so they took our phone number and told us we could wait at the pool bar until the room was ready. Our phone number was entered incorrectly so we corrected it with them and headed to the pool bar. There were 2-3 bartenders working at the bar. We sat at a table in the bar area but not at the actual bar. We were completely ignored for 10 minutes and had to go up to the bar to order drinks and ask for a food menu. Another family came down about 30 minutes later and sat at the table next to us - they too were totally ignored until they went up to the bar to be served. By 5:15pm, we still didn't receive a text that our room was ready. My husband check at the desk and they realized they didn't correct our number so they were texting the wrong number. When we got up to our room, it was very lackluster. All of the furniture was beat up, the headboard had been broken and glued back together, there was water damage on the bathroom door and trim, and stains on the bedspread. I went to the lobby to tell the manager that we wished to cancel our reservation. He was rude and told me they would show me two other rooms. Looked at those but they to were worn, tired, and had various damage here and there (not a $350+ per night room). While I was in the lobby, another couple was also there complaining about the condition of their room. This is absolutely not Waldorf quality!

The hotel needs major repairs ...

Property is tired. And expensive relative Choose to stay at the parent property a block away

Laid back. Very nice pool. Beach. Outdoor dining.