Castillo Real St. Augustine Beach Resort, Tapestry Collection by Hilton

We stayed one night at the hotel and had our room assigned to us. When I walked into the room, everything seemed clean until I saw the bathroom. There seemed to be a very active water leak and not a new one, as there was mold on the walls and ceiling. Even the tile floor felt squishy and there were sticky drips coming down one of the walls. I was surprised that anyone wouldn’t have noticed this previously and allowed the room to be booked. Sonia at the front desk was amazing when I showed her the pictures and immediately apologized. She quickly found us another room and checked back in to make sure it was okay. The hotel is in a great location and it’s wonderful that they offer beach chairs that you can take with you to the beach. Overall beautiful lobby and nice amenities, but you can tell the rooms are starting to show their age.

The front desk staff was very friendly and knowledgeable about the neighborhood, which I really appreciated. Unfortunately, I was disappointed with the condition of my room, as it did not meet the standard I’ve come to expect from Hilton. The bathroom sink water would not get hot, no matter how long I let it run, and the sink also clogged quickly and the water had a bad smell. The room was also noticeably dusty—so much so that I felt the need to take photos. The lamps and air vents had a significant amount of dust on them. Most concerning, the showerheads were rusty and dirty, which I found unacceptable. Overall, while the front desk staff was excellent, the cleanliness and maintenance of the room fell well below my expectations for a Hilton property.

Horrible experience the price was expensive to start. The room air conditioner was extremely loud all night. We stayed 4 days and everyday we had to get a new room key because ours quit working. When we went to get new keys no apologies just rude customer service telling us it was our fault that we deactivated our room keys. We are very disappointed with hilton expecting so much more for 800 dollars.

Tapestry? More like a cheap Indian knockoff No hot water was available after attempting to shower on the first night. I reported the issue to the front desk only to find out that this was a known problem. Someone from the hotel needs to constantly reset a broken heater. Day 2 I attempted to talk to the sales manager Jessica Flatery after not having hot water again at 430am. I informed her that this was unacceptable and since no hotel manager was available at time, I lodged my second complaint. After never receiving a response from the manager like I was told by Jessica, I attempted to contact Hilton with no success in resolving the issue or receiving fair compensation for the inconvenience. I was offered a 50 dollar coupon on my next stay. After being insulted I was told no other compensation could be offered by Hilton. I was informed by Winston at the front desk that both managers had gone home for the day without contacting me back. Winston then began telling us he would have told us about the issue if he had booked us in. Afterwards, I found out no one Winston had booked was informed about the issue including the lovely couple in 208. After being lied to by Winston and blown off by JessicaI informed Florida department of licensing and regulations about the issue and recommended the other guests promptly do the same. On a side note: shower lip was installed backwards with the lip angled outward to the bathroom floor. Basically, even if you decide cold shower is the way you live your life, all that water puddles and floods the bathroom as well. Room smelled damp. The hot tub did not function nor pool heater. Fun fact, if a family is playing in the pool, maybe don’t have your lonely hotel bartender attempt to drum up business by letting us know the empty overpriced bar was indeed open. The desperation was palatable. How about instead of offering me alcohol and free parking you get us something basic hot water? I would like to thank Chris. He was the only member of the team that was able to help regarding this issue. Upon informing Mr Chris he promptly would reset hot water and within 30 minutes it returned to room. Thank you Mr Chris. Sorry for the grumbling, I’m normally not freezing, soaking wet begging a hotel for hot water. They should give that poor night man a raise for dealing with an incompetent building engineer and a cowardly management team.