The Isla Bella has a lot going for it. Having 5 swimming pools to choose from means it never gets too crowded and everyone can find their own space, whether you're a family or a couple. There are lots of complementary activities for the kids. The location is great in the mid-Keys, so trips elsewhere are easy and it's walkable to the old bridge which has stunning sunsets and is a great place to ride the hotel's free bicycles. At first, you might think drinks and food are pricey but then you realise it's just about normal for this part of Florida. And we got to see manatees in the small harbour near the marketplace, where they line up after the fishing boats return. What lets the place down is genuinely poor customer service. We made our reservation about 8 months ahead, with a stated "pay at the resort" rate - but that still didn't stop the hotel taking over $700 from my credit card on a random date a few weeks later. They ignored repeated emails and I eventually gave up, seeing it as at least keeping the bill down when we stayed there. Sadly, they took another chunk of money from my credit card after we checked out and have so far refused to identify the nature of the charge. You can try emailing the admin, reservations or stay email accounts, even moving on to named individuals - but they just do not answer their emails and, after getting nowhere, I've had to start a chargeback process with AmEx. It's a real shame the customer service is so poor, as I liked our stay here, but I won't be rushing back any time soon.