Castillo Real St. Augustine Beach,Tapestry Collection Hilton

The location was the only real positive. We stayed four days, and the same trash sat in the hallway the whole time. Our room wasn't clean, and housekeeping doesn't seem to do its job. It looks like they vacuum maybe once a week. The restaurant is a joke, and the parking fees are outrageous. We picked the hotel because it's affiliated with Hilton and listed as a three-star place, but it doesn't come close. We won't stay here again.

I'm a Hilton member and usually get excellent service with Hilton, but not at this location. I booked two weeks ahead and customer service said early check-in was possible. Check-in was at 4, yet we didn't get a room until after 6. None of the pool area amenities worked, although Paul, the manager, said they did. The hot tub stayed ice cold the whole time; he blamed the 60° weather and said it was working. Our shower had mildew, which we had to clean ourselves, and took 20 minutes to heat up. Paul kept promising repairs that never happened. There was also hair from previous guests on the bed, which hadn't been cleaned. We paid double the usual rate for Valentine's Day weekend, and his attempt to make up for it was a buy-one-get-one-free drink coupon at the bar. I also overheard five other people at the front desk whose reserved rooms had been given to someone else, leaving them to find somewhere else to stay. The hotel itself is beautiful, but the management is terrible. Paul has no business working for Hilton and reflects badly on the company. We'll never stay here again, and we'll dispute the credit card charges. If you're considering it, check whether Paul is still the manager. If he is, beware.

The location is great and the staff were helpful, but the hotel didn't meet the standard of other Hiltons, and I wouldn't return. On my first night, I was given a coupon and told the bar was open until 9. I went at 7:45, but it and the bar were closed because the chef had gone home. The next day, staff came into my room even though I hadn't left the DnD sign up, but all they did was take my towels. They left the used K-cups, trash, and unmade bed, and didn't replace the coffee cups or water bottles. The shower pressure was low, and the shower attachment didn't work.

We spent a week here for our honeymoon and felt at home, like we'd found a private getaway. The hotel is warm, full of Southern hospitality, and beautifully renovated, with lovely decor and rooms that give you a unique experience. The pool area is nice, and there's direct beach access right behind the hotel. It was also a quiet time to visit St. Augustine, with hardly anyone around. The restaurant, OLA of Latin America, served really good food with generous portions. Dinner choices were limited, but what they had was on point. The chef moody cooked well too. We're Diamond members, and the staff made us feel welcome and like VIPs. We had a small room issue on arrival, but front desk employee Emily handled it with great professionalism and hospitality, turning it into excellent service recovery. Director of sales Jessica was very sweet, and Rhonda, the front desk manager, went above and beyond to make us comfortable. She's professional, kind, graceful, and a great leader from what I could see. Everyone was amazing, and my wife and I will definitely return.