Embassy Suites by Hilton St Augustine Beach Oceanfront Resort

If it were possible to give zero stars I would. We booked months ago via booking.com. We received the e mail about the works on the beach just after our e mail confirming payment had been taken and was now non- refundable. Upon arrival, we were given our keys and had to ask about the beach situation (as overheard the check in of the person at the next desk). Arrived in our room to find it was not the one we booked and paid for. Called guest services to ask to be moved to our room. We were told we had been upgraded (this was a lie as the room was cheaper than the one we booked) and we had been told at check in (this was also a lie). Whilst having this conversation, my Apple wallet notifies me that I have been charged for the room by the hotel, having already been prepaid. Fun. We demanded a full refund and left. I had to point out to the check in supervisor that they had not once apologised. The worst customer service I have received in a long time and certainly in the US where it’s such an asset. Let’s hope I get both of my refunds. Please watch out for double charges at this hotel and consider booking elsewhere unless you enjoy a vista of trucks and large metal piping and a guest relations staff that think you are lucky they are letting you be there. Read less

3rd year in a row visiting and very disappointed. Pool was barely heated (probably around 78-80). Pool bar was under construction. Beach not usable due to refurbishments being done. No kid activities like previous years. Very sad to see our favorite hotel go so bad. Messages to desk went unanswered and unresolved. Will not likely return. Paying full price and resort fee makes me feel cheated compared to previous years here. Read less

I had to give ES a low score due to high price of rooms and on top of that the BOGUS resort fee that does NOT include the very expensive parking but amenities that should come with any hotel esp with these high rates! Most of the rooms have NO view and if you pay the higher price for partial view get ready to crank your head to see the ocean! Obviously they have few just king studios or queen studios as they are almost always gone (lowest price room) so have to pay for 2 room 2 queen room for 6 even though we only have 2 people! The prices for middle to end of May are outrageous as thats what we originally were looking at but wasn't going to get ripped off! Housekeeping was not good had to hunt down towels! Construction is everywhere and noises wake you up early and make for horrible time at pool! Breakfast was honestly only good thing but should have later hours as come on everyone staying at this hotel is on vacation - breakfast should go to 11 EVERYDAY! Happy Hour was long lines (not enough bartenders)and now only 90minutes not long enough to enjoy two drinks as cups are small and lines LONG!- for prices we pay it should be at least 2 hours! The photos show a beautiful beach with chairs right in front of pool but that is FAKE as there really is no beach in front of the pool - the water comes almost all the way up to the wall! Only small beach area on the SIDE of the hotel to lay out on! The water here is very rough - maybe pier causes that and LOTS OF JELLYFISH and rocky beach area- not the best beach!! On top of the very high room rates, the high greed BOGUS resort fees and high room taxes 11 % - you as a Hilton GUEST will pay an outragous and ridiculous money hungry price of $35 per day to PARK your car and you can't just go to your car when u want - its ONLY valet- and wait if long to get your car!!!!! This is not NYC its a small beach town- to charge that amount to park your car when staying and paying so much to stay at this Hilton Hotel is just pure Hilton Corporate Greed but you have NO CHOICE- the hotel is not near any airport so Hilton knows everyone has a car who stay here!!! The large gross germ filled PUBLIC containers of soap, shampoo and conditioner in shower were almost empty and never filled during our stay and they are gross anyway and full of germs - guess only during covid did cleanliness and care of health for Hilton guests matter as they dont now! Finally being a HILTON HONORS member gets you nothing here - no acknowledgment no upgrades no water - NOTHING so dont be loyal go over to Marriott where they value returning guests! For the high prices, bogus Daily Resort fees and additional outrageous Parking fees on top of it all -a half beach, loud noises barely could hear music by the pool, and non pampering non caring of Hilton guest, long lines for breakfast and happy hour etc etc etc we would NEVER stay at the Embassy Suites St Augustine again - much better hotels for much better pricing around as this one overcharges for subpar amenities,service, and vacation experience! Read less

There was construction going on concrete dust was in the air by the pool. Which is a ocean violation and a major health and a major health, hazard They are doing beach replenishment right now, so not only do you hear tractors all day and all night but you smell the diesel fumes. The hour and a half open bar had such a long line. I went across the street and paid for a drink. The rooms had big bottles that they refill of soap and shampoo and body lotion, and three out of the five were empty nobody wash no lotion and no conditioner. Read less

-Hotel under constant beach construction erosion noise. For luxury beachfront resort - no where on website do they tell you there is 24 hr. bulldozer beeping at pool area and that you hear it all night in your rooms. Hilton Hotel and staff should be ashamed of themselves. You can not even walk down to the beach due to the 5 huge bulldozers constantly working. It's a crime Hilton is letting people make plane trips with family to the ocean for this terrible experience. We checked out the next day but wasted all the money flying from california - we would of easily picked another hilton property. Read less