Embassy Suites by Hilton St Augustine Beach Oceanfront Resort

I want to give a shout out to Julian and Macey at the front desk. Julian was super helpful at check in, incredibly accommodating and really made it a special birthday weekend getaway for my husband. He gave excellent dinner recommendations and was very knowledgeable about the area. Beach was clean and quiet, breakfast was amazing, and you can never go wrong with a complimentary happy hour. We will definitely be back. Read less

Sadly, We are leaving for home after another wonderful stay at Embassy Suites St Augustine Beach. Best rooms for bringing your dog (like my 80 lb Lab) are 134, 136, and 138 as they have walk out access to the patio, breakfast, and the MANAGER’S RECEPTION! Gr8 pool! Shout out to Macey at the front desk. She went out of her way to help us feel welcome and comfortable. Read less

We stayed for a family vacation in August. There are not many beachfront properties in St Augustine, and this one was great. Valet was quick and easy with the many ins and outs we did. The included breakfast was excellent. Many hot and cold selections and a great custom made omelette station. Pool was large with plenty of space and no issues getting chairs. 2 complimentary drinks a night during happy hour. Rooms were large with comfortable beds. We had a mini fridge and microwave which was nice. Beach was clean and fairly uncrowded with 2 chairs provided. Our room was listed as partial ocean view but the view from the balcony was more ocean view than partial. Staff were all super friendly. As a Florida native with lots of beach experience, this hotel was a winner. Read less

If you want your vacation ruined and to be treated like dirt, stay here! Our room flooded due to the room above us and two staff members told us it was toilet water. Our belongings had been soaked, we ended up throwing things away due to bacteria and mold concerns, we kept telling the staff that we had damages and didn't think we could salvage things with toilet water on them, and, other than changing our room, we just kept being told "someone will reach out." No one did, so I sent an email about our stuff being covered in toilet water. Three days after the incident, after our stuff was already thrown out, Christopher B. emails me back saying it wasn't toilet water after all, it was from a leaking water line (why would the staff holding a giant, metal plunger during the flooding lie to us though?), but he didn't want to address our damages, so I brought the subject up again and got ignored for a month and a half. When I finally heard from the Assistsnt General Manager Matt P. (whom we'd never met or heard from before) he told me it was "shower" water that flooded our room, so he wanted proof of damages, including incident reports, pictures, the physical items in his hand, receipts, etc. I sent receipts, descriptions, a detailed accounting of events, but explained that we were never told to file a report, or asked for photos, or for the wet items to be turned over to the hotel. P. said we had no proof and he wouldn't cover ANY of our damages, not even the hotel fee we were robbed of. I asked Mr. P. multiple questions about why the source of the flood water had changed three times now, why their staff who entered both rooms would lie and tell us it was toilet water the night flooding happened, why no one ever told us to make an incident report or to turn in our damaged items, why the staff seeing the damages wasn't enough proof, why my receipts weren't being accepted as valid, why did P. only ask for picture evidence about ~45 days after we had put into writing that we threw the contaminated things away, why we were lied to about getting a refund for our room, and why would he expect us to keep items that we were told were soaked in toilet water when we still had five days of vacation left. Not to mention, how do I photographically prove that items are wet with toilet water? Wet things eventually dry, so how do you "inspect" that to assess the damages? There were no rips or tears to show, and I don't carry around a travel microscope to look for fecal matter from toilet water. We acted based on what the staff told us. With multiple staff members seeing our wet belongings and not telling us to get photos or to turn the items over, how would I guess what Paula would want from us a month and a half later? And why would we keep biohazard covered items or be able to drive 12 hours to the hotel to deliver ruined items for his inspection? That's an extremely unreasonable request when you know the flooding happened and we've been complaining about damages the entire time! I've never had property damage like this before, if the hotel had specific requirements for reimbursement, the hotel should have told us that the day of the crisis, not a month and a half later when they knew the items were long gone! The hotel has a Duty of Care that they severely neglected with us! Mr. P. refused to answer any of my questions and said if I didn't have photos and couldn't give him the physical items to inspect then he wasn't bothering with us any further. WE NEVER EVEN GOT OUR ROOM REFUNDED TO US! So, this is the hotel to go to if you want your items and vacation destroyed while the management treats you like dirt, ignores you, and then blames you for their lack of action or direction. Seriously, stay ANYWHERE else, this hotel is a nightmare to deal with! Read less