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Stayed at this hotel for a long period of time this past April-May. Excellent service overall. Special thanks to Priscilla and all her help at the front desk. I would recommend this hotel for anyone in the future.

I stayed at this hotel on May 6-8/2013.When we came back to our room one evening at 6pm we discovered that our room had still not been cleaned. We called the front desk and asked that someone come from housekeeping to bring fresh towels and tidy our room. when we returned at 930, housekeeping still had not come into our room. Dirty towels were placed on my roommates bed but nothing else was done to the room. We walked down to the front desk to address the issue. The receptionist was very kind and appalled as we were and took down our information. As she was not in the position to correctly address the problem she asked us to see the manager Beverly, in the morning. She was curtious and apologetic. The next morning we addressed the issue with the manager who again was curtious and apologetic and a small token was taken off of our room bill.The restaurant offered a delicious menu but the service was terrible. On one evening when we arrived the place was emptying out. We were the only patrons. We had asked the waitress if we could be accommodated and served within 45 minutes. She said that would not be a problem. 45 minutes after she took our order, our food still had not arrived. When we found her (yes we had to look for our waitress) we reminded her that we had a meeting to get to and that we still had not received our food. The manager came by and said he would look into it. several of our party just got up and left so as not to be late for our event. My partner and i asked for our food to be put into to go boxes. we agreed that we could take it into our event and eat it. Our waitress brought our food to us and then it took another 20 minutes for her to process our bill. The manager said we could have a plate to eat out of instead of the boxes, but he totally missed the point that we were waiting for the waitress to bring our bill that our food was getting cold. The manager did not offer to pick up our bill, offer us a complimentary desert or a rain check for another meal. He was silent.The next day as we had no transportation, we had to eat at the restaurant again. we opted for the buffet. Our waitress took our credit cards and did not reappear for 45 minutes after we started to look for her and the manager reappeared to assist, but just shrugged his shoulders and was no help. We were furious that she had our credit cards so long. We found her in a back room.This is appalling behavior. When we Checked out and addressed these issues with the hotel manager, she said she would address the housekeeping issues with the housekeeping staff. When she called them, the housekeeper said that their was a do not disturb sign on our door. WE DID NOT PUT A DO NOT DISTURB SING ON OUR DOOR.When the restaurant manager came, he said he did nothing wrong. That the restaurant was busy. We left your hotel feeling that our requests which were not outlandish were ignored. Especially the issue about our credit cards. This forced me to cancel my credit card and now all the subsequent headaches of getting a new one.

I wrote about this place in January 2013 when our group was there for the first time for one night. We liked it so much we booked it again for May, this time for 3 nights. We had visitors from other clubs around the country and 6 national officers. As you know, most events are made or broken by the hotel staff and the food. Boy did they make us look oh so good! I¿¿¿ll start with the front desk where Jennifer and Linda made our people feel welcome like they knew them forever. Then to the bar tenders, Kyra who took care of us for most of the weekend and Debra who came and helped her on the last night, our members really made them work. The guys who set up the rooms for the different events, Anthony & Rodney were so easy to work with when we needed to change things. The serving staff led by Pamela Stella included Lorie Ciollo & Kensurt Clarke were almost invisible as they served & cleaned the tables. On Saturday Myrian, Cristian & Cynthia were there to help in serving for our last dinner and they were just as invisible. I cannot forget the lady that cleaned our room, Kania. It is so great to get back to the room after a long day and it is like you just got there for the first time. You can see this hotel has you covered from the time you walk through the front door until you walk out. There is something else we get here, that¿¿¿s working with great managers, Nolan Cox (Sales Manager) and Frank Hill (Food & Beverage Manager) who were there every moment to make sure things were going good and we were happy & satisfied with every aspect of our stay. We will be back in October and also one of our other clubs will also be using this hotel. Again, THANK YOU ALL!!! Harry S Frajerman

My family and I have been staying at The Hotel ML and CoCo Key Resort while in transition from moving. Our stay here has been wonderful! The rooms are nice, large, and comfortable. There is plenty of room for a family of four or more. The restaurant is always accommodating and the bar always has music. We also attended Spring Break week here where they had so many activities for the kids like a balloon clown, the CoCo Key Parrot character and art and crafts. The water park is warm and inviting. It is geared for all ages so everyone can enjoy. It was nice being able to sit and watch my kids play also and be able to have cocktails! The Hotel Staff are amazing! Every day Desiree, Mila, and Marie (hotel receptionists) would greet us and say hello and wish us a great day! A special thanks goes out to Shari Buyse and others who helped make our stay smooth. The meet and greet with the staff on Tuesdays is very nicely done! They even allowed our two young daughters to join in with the adults! (Very helpful so my husband and I could both be there) Overall, you will enjoy your experience at the hotel and water park!

There are some great people at ML like Sonya (the cleaning lady) Pricilla, Linda, Maria, Pam and Sharissa a manager. But like the saying goes, one routine apple spoils the bunch. I have being staying at hotel for a while and I have overlooked a looked a lot of stuff but recently things have gone worst. I don't know if they don¿¿¿t care anymore or the management is just tired. The hotel phone operators are rude and lack customer service. One of the operators called Angie or whatever her name is was very rude on one of the occasion I called to report internet issue. She and told me to call their internet service provider with my issue and gave me a phone number. I have colleagues in the hotel and they have made several complains about the tired service at ML. The restaurant is inconsistent and different people say different things. Trying to call into the restaurant or the hotel is nightmare, the phone keeps ringing and no one answers. The restaurant manager Frank Hill does not know how to treat a customer and if there is a new process in the restaurant, the mgmt should put it up. One of the evening young ladies with black hair at the front desk is rude and lack customer service. My room key was deactivated just because they have a stupid gift card waiting for me at the front desk. I don't understand why they cannot put it in my room, too busy I guessed what a waste of my time to get up and have to come back down again. Like I said some of the people are nice and some are just a pain and it¿¿¿s the nice people that are keeping around but not for too long.