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at the Embassy Suites St Augustine Beach Oceanfront R...
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This was hands down the worst experience I have ever had at a hilton property.
Nov 25th, 2020
If I was to sum up my experience into one word, it would be arrogance...The staff is arrogant, we don't matter as guests, we should feel blessed that we are staying at their property. I think both Olivia and Monique at the front desk get great satisfaction from telling people NO...I have never been told "NO" so many times, in the many years as a Hilton Honors member (9 as a diamond) I can count on one hand the times I have left a hotel furious and wishing the property burn down, this was one of them. I had 3 rooms totaling over 250,000 Hilton points. At noon: Can I please check in early? NO. When I finally check in at 4p: Can you please upgrade one of my rooms? NO. This property claims to be a resort, we chose it mainly for the pool area...be warned! "By law", because of the turtles and "amber lighting" not being adequate, you will NOT be able to enjoy the pool area past sunset. At 8p: after dinner my son wanted to swim, we go to the from desk and ask why the pool is closed and if they can re-open it to 9 or 10p like every other hotel out there....wait for it...NO. So I have 3 rooms: 1 for my kids, one for my wife and I and one for her parents, I asked if I could get my kids room adjacent to mine, guess what? NO. Later I go ask if I can have an extra key to my kids room (wow! A yes!) but when I ask for a sharpie to put "kids" on that key, your guessed it, NO! 1st night, slept horrible, room 342 has a constant knock that will keep you up all night. I go to the from desk and ask to be moved rooms due to a knocking noise, I'm told NO. I lose my cool and pull the Diamond status card and DEMAND that I be moved, after causing a scene, I am told I will be moved. Around 2p: I go to the front desk and ask for a status on my room, I am told housekeeping is working on it, I ask if the guests have already left, they say yes, I ask what the room number is so I can see where it is located, I am told NO, we cant tell you. Finally, on the day of my departure I ask for a late checkout and am told...you guessed it, NO. The ice machine on 3 was broken and 2 out of 3 treadmills at the gym where broken. TRIPADVISOR.COM USER
Terrible beach option
Nov 15th, 2020
We stayed here for a weekend. The venue hosts weddings and we ended up with a room with a great view of the ocean but one of about 50 that overlooked the tent area where a wedding was set up. We had to listen to the entire ceremony including all the music. My kids got to listen to all the songs about "b*tches, hoe's and just about everything else you can think of. Outside of that, some genius decided to put the air handlers in each bedroom, 3 feet from the bed. Meaning every time the air kicks on the wall vibrates loudly. Great thing from 12am till morning after trying to get sleep from the wedding outside your window. For a hotel this new it was disgusting. There was mildew in corners in the bathroom where tile was missing, toilet paper holders completely painted over, shower drains that were filled with disgusting garbage and not secured to the floor. Outside of THAT...I tried to leave and after calling down to get my car brought around from the valet the kids running the valet had no idea what they were doing. After 20 minutes I asked them where my car was. No one had any idea. They asked me to rummage through their key cabinet to see if I could find my keys because they had no idea. Every person I encountered here from the front desk, to the bartenders to the valet were completely unprofessional and amateur. I reached out to management and finally on Twitter @hiltonhotels and got nothing but platitudes. Do not stay here unless it is ridiculously cheap as it's the only way worth it. This hotel does not know what it means to take care of guests and this is not even close to what any other Embassy Suite is. TRIPADVISOR.COM USER
Poor COVID Protocol
Nov 15th, 2020
The Embassy Suites Hotel St Augustine is a beautiful property with an excellent location on the beach. The hotel is clean and fresh with great appeal. This is where my positivity ends for the hotel. I read the Tripadvisor review from a fellow HH Diamond member posted in September. He outlined the need for time and money to attain the level of Diamond member. In my case I have been a Diamond member for 14 years consecutively. I have 2 issues with my stay........The hotels COVID policy clearly posted on their website is not followed by employees. The employees around the pool area were not wearing masks. Only one employee poolside was wearing a mask. The remaining servers, pool attendants and bartenders were not wearing masks. The second issue was upon check-in. We arrived early for check-in at 11:45 AM and told we needed to wait 15 minutes until 12:00PM or we would be charged $50.00 for the early check-in. I asked the question as a Diamond member was the wait needed? The front desk agent said yes. I asked the other desk person the same question and painfully said she would check us in early without the charge. As we walked away the agent told the other agent she did not wat to argue with me. I could care less about being pampered as a Diamond member but expect common sense to prevail with the simple issue of checking in early by 15 minutes. TRIPADVISOR.COM USER
Nov 14th, 2020
Deidre who worked at the front desk was extremely patient and kind to my group. We had three different room and a million questions and concerns. She was very helpful and courteous! The stay was wonderful and so relaxing. The hot tub was wonderful! Also the valet personnel all were fantastic, quick, and hardworking. TRIPADVISOR.COM USER
Perfect 25th Anniversary
Nov 5th, 2020
We absolutely loved everything about the resort! Check in was easy and quick. The front desk staff was always eager to assist. Our room was clean, spacious, and had a wonderful view of both the ocean and pool. The resort grounds were beautiful and kept immaculate. There is easy access to the beach with friendly attendants to help with chairs and umbrellas. The pool was clean and warm with plenty of chairs to easily social distance. The restaurant and pool bar had awesome food & drinks and servers were friendly and efficient. Valet service was hassle free. The location was perfect! There are several restaurants within walking distance. The downtown area and touristy things like the Lighthouse, Alligator Farm, and Fountain of Youth are a quick and easy drive. Thank you for making our 25th Anniversary the perfect getaway! We have found a new favorite vacation spot! TRIPADVISOR.COM USER
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