Embassy Suites by Hilton St Augustine Beach Oceanfront Resort

Reviews

• BJ

  Bryce Jones

  4 days ago
  1.0
  Stayed here over Christmas. Unfortunately, the valet service was dishonest and refused to take responsibility for damage caused to my vehicle while it was in their care. My truck was clearly struck against the yellow parking barriers/pillars in the garage. I asked multiple times for them to review the cameras to verify this, since the footage would show my truck entering the garage undamaged and exiting with visible damage. Only later was I told that there are supposedly no cameras in the parking garage at all. They also claimed that because I reported the damage after my reservation ended—and because no valet “reported” the incident—they are denying responsibility entirely. I checked out at 5:30am while it was still dark and was focused on loading and leaving, so I did not notice the damage until later. You would think that being a Diamond member would carry some level of accountability or support in situations like this, but that was not the case. Being told that if your car is damaged or broken into while using their valet service there is no accountability is unacceptable. I would strongly caution anyone considering valet parking here.
• JJ

  Jane

  Dec 30, 2025
  1.0
  Personally, I would not stay again. Knowing that if there were issues as below, I would not have the customer service or hotel support to resolve or even discuss! We stayed for a birthday trip in December and had some serious issues. During check out , we were told we would be contacted - but to reach out to management . We have reached out , twice via email, and have not received ANY correspondence back. Nor has anyone from the hotel reached out as we were told. First be aware, there are ZERO parking options other than $40 per night valet. So if you use any booking sites , the hotel is quick to say it’s on THEIR site but not others. Seriously. No where to park that’s free or that you can even park yourself. When we arrived, we paid for a room with a balcony - they tried to put us in a room overlooking the valet roof without a balcony. This was fixed when we went back down to ask why the room wasn’t right. But pretty sneaky , in our opinion , to try to downgrade us right off the bat. The room was filthy , including blood on the mattress - we have photographs of this and showed the staff. There was zero concern for this issue. Even though this took a bed away from one of our occupants. Upon further inspection, there was a bloody hand print behind the door as well. Leading us to believe this room was never cleaned prior to our arrival. Which leads me right in to the next room issue, which is that the air conditioning , just broke in the middle of the night. Bright red thermostat , no air nothing. We went to the front desk about 1.30 am and interrupted a very important game of Nintendo for the overnight staff , who said they could give us a box fan , but that we’d just have to check in the morning with the front desk if the ac was still not working. I get that the overnight front desk staff could not fix that, but it’s hard for me to believe there isn’t an on call maintenance staff member? No one followed up with us on this issue , and the following morning was our checkout. As mentioned above, this was a birthday trip , and there was a pre planned charcuterie board ( including per their staff emails which we have - pickles , chocolates breads , meats and cheeses and Prosecco )surprise for our room upon our arrival. When we arrived, the board we walked in to was just warm cheese and meats covered in plastic wrap dated 12/14, we arrived 12/17. The Prosecco was Rose. Aside from the warm cheese and meats , anything that needed to be changed , could have , but there was a very lengthy email chain between Christopher at the hotel which included all of this information , so if this charcuterie board and wine changed , why weren’t we notified? Obviously it couldn’t be consumed , because we didn’t want food poisoning. When we told the front desk they tried to say the date was 12/19 , we checked out on 12/19. We have photos of all of the above issues. The staff took photos of our photos. We were told we would be contacted. We were told there would be a follow up. I have emailed twice , with multiple members of staff and yet , no one has reached out. Be aware this is a dog friendly hotel, which I love dogs and enjoyed seeing them on the beach and property. But the occupant directly across from us left their dog every evening , and the dog barked ALL evening. The hotel was not concerned with this. There’s just barking in the halls. So be aware of that if you have issues with that. In our opinions during our stay, There are serious concerns for visitors to this hotel, but also, the customer service is seriously lacking , especially when they try to make this hotel come off as a very fancy hotel. But yet no one can respond to emails to discuss these matters? Our stay was below expectations in cleanliness , and customer service for this type of hotel and stay.
• LR

  Leandro Ruschel

  Dec 27, 2025
  2.0
  You just want to relax on the weekend, so you choose a hotel with great reviews. And honestly, the hotel does look great — beautiful pool area and a friendly staff… until you decide to enjoy a bottle of champagne by the pool. Before going, I called the front desk and asked if it was okay to bring my own bottle of champagne to the pool area. I was clearly told yes. Once I arrived, opened the bottle, and had only a few sips, I was suddenly approached and threatened with security being called unless I removed the bottle immediately. I tried to explain that I had confirmed this with the front desk beforehand, only to have the pool manager, Leslie, respond in a very rude and arrogant way, saying that she was the authority and that I had to remove it immediately — again threatening to have me removed by hotel security. To avoid a scene, I asked Leslie if she could take the bottle back to my room. She refused and told me to leave it at the front desk, which completely ruined the experience. This is what happens when a great hotel lets an unprofessional, disrespectful staff member destroy a guest’s stay. Very disappointing.
• DG

  daselah graham

  Dec 21, 2025
  2.0
  My husband, toddler, our two dogs, and I booked a two room suite. The plan was i sleep with my toddler in the room and he sleeps on the pull out couch. We put our toddler to bed in the bedroom and went to the living room to watch nextflix and chill. When night came he opened the couch and when we pulled out the couch to snuggle, smh, it was awful!!!! The mattress was so thin! I could feel ever single spring with a giant bar going across the back. I told my husband I will sleep here he can sleep in the bedroom with the baby, he tried to fight me about it, but I was insisting because he work a labor intensive job and he had just finished a big commercial job that was back breaking work and he was complaining about his back before we even got to the hotel. I couldnt let him sleep on this thing. So I suffered!! I got 2 hours of sleep, which resulted in an awful day, I was so tired all day I wanted to go home! Next I had an employee shoo me and my toddler from a sitting area that I apparently wasn't suppose to be sitting( they had no sign). The staff member could have said, " excuse me mama this area is reserved for the restaurant" or " mama would you like to order something, I can escort you to an open table" no, instead i got " hey, you cannot sit there" and a shooing gesture. I was so irritated by that incident! Later my husband who stepped away came back and ask me if I was hungry, the way that same staff member attitude changed pissed me off even more! Because that means you know how to be polite you just didnt feel like being kind to me and my child in that moment. You had to pay 40 dollars for parking 😒 which annoyed me, they missed placed our car and we had to wait forever for them to find it. Oh and our sink was broken in the room(maintenancehad to come and fix it)! Now for the restaurant, +40 for my plate and the beef was DRY! Soooo all in all, rude staff, bad room, and bad food, I will not be returning. The beach was big, beautiful, clean, and dog friendly. No activities for kids, not even a little slide and swing...absolutely nothing for kids at all.
• KK

  Kloees Kreations

  Dec 14, 2025
  1.0
  Upon arrival at the hotel, we were issued a key card for our assigned room. When we scanned the card and entered, we were shocked to find the room already occupied by another family. This resulted in an unintentional invasion of their privacy and an extremely uncomfortable situation for everyone involved. We were then reassigned to the only room the hotel had available. Unfortunately, this room was in noticeably poor condition. The floorboards were damaged, there was hair in the bed, stains on the sofa bed, a broken light fixture, a non‑functional outlet, and even a used hairbrush left behind. Additionally, this room was a downgrade from our original room. We returned to the front desk to request that the room be cleaned and to ask whether anything could be done to address the downgrade and the inconvenience. Stanley, the first manager we spoke with, was understanding and apologetic. He provided a $75 hotel gift card and added points to my mileage account. However, the gift card expired the following day, giving us less than 24 hours to use it, and my room cost was $500. When attempting to use the gift card at Starbucks,(which was stated it would work) we were informed that they could not accept it and that it was not functioning. Frustrated, we sought assistance from another manager. Dane, the second manager we spoke with, was dismissive and unprofessional. He initially stated there was nothing he could do. After further discussion, he did authorize Starbucks to provide our items at no charge. However, he then approached my daughter and asked whether anything “exciting” had happened to her as well—a comment that felt inappropriate and unnecessary. Throughout our short stay—less than 24 hours—we also experienced repeated issues with our room keys failing to work. The elevator was out of service, the television in the room was unusually small. The shower water tasted like salt. The property itself has beautiful views and clear potential to offer an exceptional guest experience. Unfortunately, due to the series of issues we encountered, our stay fell far below expectations.

Frequently Asked Questions About Embassy Suites by Hilton St Augustine Beach Oceanfront Resort