Banana Bay Resort & Marina

Robbed me for 400$ STAY AWAY! DO NOT GIVE THIS PLACE YOUR MONEY! I arrived at banana bay for a wedding and walked inside to book a room. Ten minutes later walked back inside to cancel the room since my girlfriend had already booked a room down the road. We were told ok no worries the charge will be erased from your pending charges. Never was erased. So I call in looking for a refund and am told only the manager has the ability to process refunds and she is not available and to try her back later in the week. At this point I normally would have let it go but $411.00 for one night is absurd when we didn’t even use the room. Finally I get the “manager on the phone and she tells me I’m non refundable due to the 72 hour cancellation policy. I tried to explain to her it was canceled ten minutes later and that we didn’t even walk to the room or even open the door. Never even left the parking lot. She then started to yell at me and at this point I was so frustrated I told her no problem Mam I’ll discuss it with my bank and she hung up on me. Not to mention for a “resort” this place just looks straight up run down. I really hope they respond to this review I would love to hear them try to justify charging someone for a room they cancelled ten min later then telling them a refund is coming just to get them out the door then later tell them they are non refundable.

A nice place to stay that will only get better Overall, a pleasant stay at Banana Bay. The room was clean and in very good condition, along with the lobby and hallways. While I did notice some landscaping issues and some areas needing some attention around the pool, the pool itself was clean and in good shape. The Check in area and breakfast room were clean and neat. I will say that the resort is under new ownership and they are working to update and fix the things I did notice needed some attention. We did need to call maintenance for a bathroom issue and they came promptly and took care of the issue, and were pleasant. The waterfront area was great, with new hammocks and a great view. Kelli at the bar was fantastic, pleasant and fun to talk with. I would stay here again.

Excellent customer service from front desk! I had an amazing experience when checking in today as the front desk agent Mellisa was so warm, friend, helpful and professional! This hotel is very lucky to have her as their stuff. I am very sure everyone who interacted with her would feel the same way. Great job, Mellisa!

Fails to match the marketing hype by a huge margin. All the staff we encountered were helpful and friendly and we have no complaints regarding them whatsoever. In terms of the resort generally, the tennis courts are unusable and the area surrounding the pool is extremely dirty. All the outside areas, tennis courts and pool area look very run down and unloved. At no point during our 3 day stay did we see anyone cleaning these areas though the robot pool cleaner was doing its job at the bottom of the pool; the pool itself was clean. The poor state of the pool area would dissuade anyone from using the pool which is a shame as the pool itself is large and could be an attractive feature; we saw no one using the pool despite the resort appearing busy. At no time was the advertised Tiki bar or marina bar open and like everything else, both looked run down and uninviting. Our room was generally okay in terms of size and facilities. However, it is clear that cleaning of the room prior to our arrival consisted of vacuuming/sweeping of the hard floors as the floor itself was dirty evidenced by the dirt picked up by the soles of my daughter's white socks as soon as we arrived. The daily housekeeping regime comprises only a change of towels and topping up of the Keurig coffee capsules; beds are not made, floors and bathroom are not cleaned. Limited housekeeping of this nature is not something we have encountered at a hotel/resort before. The shower had a fair amount of mould which is inevitable in the climate and lack of airflow in the bathroom but this should be properly cleaned more regularly. The hairdryer provided in the room was close to catching fire when used; lots of dust inside burnt off by the heating element. The common areas in the block in which our room was located were only vacuumed once in the 3 days of our stay; on our arrival the carpeted areas were very grubby. We enjoyed our few days in Marathon but sadly, would not return to this resort. It would be good value if the facilities and ambience matched what was promised, but sadly, it fails to match the marketing hype by a huge margin.

Relaxing, hammocks, lobsters! Great place to stay. Affordable, beautiful. Older property up front,, But the room was clean inside and apparently had been redone. I thought it was wonderful. The staff was great. There's no beach, but there's really no beach anywhere in the keys. We snorkeled around the rocks in the back. Tons of lobsters. Even caught some fish right off the rocks in the back as well. Great time! Relaxing. The hammocks and the view were ridiculous.