I sent this letter to the GM of the hotel, I just had to rant so I’m posting it here. I would NEVER EVER stay at this hotel again!!!

Dear Mr. XXXX GM The Reach Resort,
I have just returned home after an extremely disappointing stay (June 8th - June 12th) at The Reach Resort . My wife & I stayed at the resort for her sister's wedding at your property. To say that we were exceedingly unsatisfied with our stay would be an understatement. We were completely shocked and appalled by what we experienced while staying at The Reach. It has left a very negative impression, and has made me question why I am so loyal to the Hilton brand. If this is supposedly the top of the line in the hotel's chain, it is seriously lacking. I have to question why.
When we arrived we were pleasantly surprised to find that we had been upgraded to an ocean view room. The view was wonderful and I will say that the room was clean. Unfortunately that's where the positive comments ended. We arrived around 5:00PM and after a long day of traveling what we wanted to do was go sit by the pool and have a drink. We went down the the pool, to find that the pool service had ceased for the day. XXX at the pool seemed to be very flustered when we arrived, saying that they had just "had a run-in" with their boss and he was very frustrated. In my opinion this was very unprofessional, and a little on the "too familiar" side, but I let it go. I went in to the Strip House to get us some Pina Coladas. Once inside I was greeted by the most unfriendly bar tender (not sure of his name) I have ever met. It seemed to be a burden to have asked him to make a blended drink, he even made a comment to another employee that he should "just leave the top off the blender and let it spray all over". Again, I was disturbed at the level of unprofessional attitudes of the staff.
The next day, having read on the activities calendar in our room, that there would be a drink special of 2 for 1 margaritas from 12-6PM I went down to the pool. I was met by one of the servers, XXX, who argued with me about what the calendar read, and insisted that they had been trying to get the resort to change the flyer since that was not the offer they had, he refused to honor the 2 for 1 drink special and went so far as to tell me that the hotel was wrong and they had not changed the in room sheet. The only thing they offered was pitchers of margaritas for $19. Not only would they not honor what was written on the calendar, they pointed blame to the resort, and acted disgusted that I would even ask for such a thing. To add insult to injury I sat by the pool from 12-3 and not once was I offered service from the bar. While other people were being served, there were three people serving at the time so it was not due to lack of staff, the pool wait staff did not once ask if they could get me anything. To top it all off, XXX (the same pool attendant) came by to see if I needed a towel, and said that he had heard that I had had a run-in with the bar staff. Once again, rude, unprofessional behavior from members your staff.
This was a constant theme of our experience at The Reach and the Strip House. We had to let the front desk know that there was a dirty room service tray that had been sitting outside of the room next door for more than 24 hours. It was extremely off-putting to have food sitting out for an entire day, and in a climate such as Key West (where bugs are everywhere) and the corridors are on the outside of the hotel and open to the elements. I ran into another guest who was carrying a tray down himself because it had been sitting there for 3+ days. It also is pretty pathetic that during cocktail hour, all cocktails are served outside (in the chairs on the patio) with cheap plastic cups, even the $10 basket of chips, salsa & guacamole was served in cheap plastic, again unbelievable.
We were disturbed at the lack of attention to detail and lack of amenities provided by The Reach. We recently stayed in a Hampton Inn and a Hilton both of which provided ice in the rooms, a pen and note paper at the desk, lotion and other toiletry amenities, as well as coffee makers in the rooms, NONE of which were present in our room. Again, if we are to expect that this is the top of the line of the Hilton Brand, one would expect that the rooms would have at the MINIMUM these amenities, if not more. It was extremely unfortunate that the only place to purchase any type of food or beverage was at the Strip House. We became so disgusted with the service and lack of professionalism that we decided to take our business elsewhere. One would expect from a 5 star resort that there would be a place on property (such as a gift shop) that one could purchase amenities, water, snacks, souvenirs, etc.
My wife & I did speak with the manager (name left out) who suggested that I contact you to let you know of my experience. She had promised to bring these issues to your attention. However, I felt as if I should directly inform you of my experience. The bottom line for me is that if it were not for needing to stay at the resort for the wedding, I would have found other accommodations after the first night. I am not one to complain, and it takes a lot for me to get upset, but the rudeness of the staff, the lack of amenities and attention to detail was simply atrocious, and absolutely not what I would expect from a Waldorf Astoria property. In all there were 3 couples staying at the resort for the wedding, and all 3 couples had issues with their rooms and the resort in general - which quite frankly is simply unacceptable.