Hilton Garden Inn St. Augustine Historic District

For a one-night visit, check-in was easy, and the hotel was mostly comfortable, though our room felt humid. Dogs are welcome, with an additional charge, and parking costs a rather hefty $25. We brought an electric vehicle and used the on-site charger. It isn't high speed, but it charged the car fully overnight. The old town is nearby, roughly a mile on foot. The sidewalks made for a pleasant walk through a beautiful, interesting area, so we would probably stay again.

Our stay was deeply disappointing, and we expected much better service and accountability from a Hilton. A barking dog was left alone until nearly 2 a.m., badly disturbing our sleep, and at one point it nearly ran into our room. We were also told a “do not disturb” sign had been on our door, which wasn't true. We have video documentation as well as the photos shown here. After we raised the issues, management said nothing would be done, and our follow-up messages have gone unanswered. Any response claiming otherwise is inaccurate. Housekeeping skipped our room for three consecutive days. We were later told it was because a t-shirt had been left on the bed, yet the trash wasn't emptied, supplies weren't restocked, and we got no fresh towels. Used Kleenexes were literally thrown into the bathroom instead of being properly disposed of. At arrival, we couldn't check in for nearly three hours because the “system being down.” The manager and front desk staff did stay calm and polite in that situation, but the rest of the experience fell far short of the Hilton promise we expected.

Kim made a big difference in my stay at the Hilton Garden Inn. I needed to finish a draft, and she made sure the desktop work area felt as welcoming as possible for us. From arrival on, she was warm, professional, attentive, and made sure things went smoothly. Her kindness and eye for detail stood out. She clearly cares about how guests feel, and represents the Hilton Garden Inn brand really well. Thanks, Kim, for such thoughtful service. You're a real asset to the team.

I didn't make a mistake, my stay at the Hilton Garden St Augustine was a huge disappointment. The rooms were subpar and the walls paper thin. Half the employees seemed drunk or were on their phones and unwilling to help. For a Hilton Honors member, this place fell nowhere near expectations. Like much of St Augustine, it let me down, feeling like a Motel 6 dressed up as a Hilton. Hilton needs to do better.