Embassy Suites by Hilton St. Augustine Beach Oceanfront Resort

Beautiful property unprofessional staff

Liked: The property is beautiful. The breakfast is amazing!
Disliked: The staff is horrendous, the staff is rude and unprofessional. They only care about turning over the property and not about taking care of their existing guest. We were getting ready for a wedding and requested that the room be cleaned in the morning. When we came back up from breakfast the room was yet to be cleaned and it was almost noon. We called the front desk to have them send someone to clean and they told us they were too busy with guest checking out to accommodate our request. We were left with cleaning the room ourselves, we washed the floor and even took out the towels to the dirty linen area and took out the trash ourself as well to make the room clean to get ready for the wedding. When we checked out the next day we asked for late checkout for the inconvenience of not having the proper cleaning service to our room and they were not accommodating to our request. When we went down to the lobby to complain to the manager on duty 6/2/2025 he told us there was nothing he could do because we booked through a 3rd party (which is ironic because when I booked the room via booking.com it clearly states “ under contact property “Discuss changes to your booking or ask about payments and refunds.” In addition they were able to charge a different credit card that was not used for the booking to cover the cost, which they were not supposed to do). My sister got to the property earlier than I and had put her card down for incidentals, they were not suppose to charge her card for the room, they were supposed to use the card I booked the room with originally. When I asked the manager to change this he says he was unable to do so, which is inaccurate as it is clearly stated upon booking Contact property “ Discuss changes to your booking or ask about payments and refunds.” Manager acted like it was too much to ask for to print a receipt.

Exceptional

Liked: beautiful hotel and location. Breakfast very good. Friendly staff.
Disliked: I wish they had a recycling program. I saw a lot of plastic and bottles thrown in the trash

Exceptional

Could have been amazing but...

Liked: Property was mostly clean and I liked the chairs on the beach and the breakfast. It is in a good location and walking distance from lots of good spots.
Disliked: Multiple staff members we encountered were very rude. From valet, to bartenders. The rudest people we encountered were on our first day and set a bad vibe for the rest of the trip. The singular set of elevators was disappointing because our room was so far away from them and it was a long walk every time. We were there on our honeymoon and it left us a little frustrated.

I will definitely stay here...

Liked: The breakfast was amazing.
Disliked: My shower wasn't very clean. I don't like the pool closing so early.

Superb

Very enjoyable and relaxing!

Liked: Breakfast was awesome and wait staff was excellent.
Disliked: Nothing

Superb

Liked: Location, beach, room, pool, services, food, customer service
Disliked: The amount of extra fees at check out time. We as customers should know about all these charges ahead of time. Valet Parking should not be mandatory.

It was very relaxing and...

Liked: Location, amenities, rooms, cleaning, comfort, beach, etc. this is a great hotel. I will return.
Disliked: Everything was perfect