Big Torch Key Waterpark Vacations

I absolutely loved the staff and the cleanliness

It seems like they have an ongoing pool maintenance that has been going on for a while as you can tell from the other reviews. So there’s still no pool. Everything else was perfect.

Didn't eat breakfast

Amazing place and amazing staff

Our stay at the Casa Faena was overall just ok. The positive side was definitely the location. The hotel is very well positioned in a lovely area and extremely close to a beautiful, quieter beach. We also really appreciated having beach chairs, towels and umbrellas always available for us, which made the beach experience very easy and enjoyable. A special mention to Gabriela at the door, who was always warm, smiley and genuinely kind throughout our stay. Unfortunately, the rest of the experience did not quite match that level of hospitality. Most of the staff seemed rather unfriendly, and even getting a simple smile or greeting often felt difficult. The rooms were also not cleaned properly during our stay, and we had to complain several times about items not being replaced or areas not being cleaned. One of our rooms was even missing the blackout curtains that the other rooms had. What felt most disappointing was overhearing members of the cleaning staff speaking badly about us in the corridor after we politely mentioned missing towels and that the bath had still not been cleaned. That felt quite unprofessional and unpleasant. Overall, the hotel has a great location and beach setup, but the service and housekeeping standards need improvement.

Amazing place and amazing staff

Love this place, everything is perfect