Spark by Hilton St. Augustine Historic District

Our anniversary visit got off to a terrible start on February 22nd, when we arrived around 11:00 AM. The front desk associate was so rude that it felt like our presence was a nuisance. Even ordinary questions and requests met with resistance, as if we were asking for favors instead of basic hospitality. I travel often and am a Hilton Honors member who visits St. Augustine at least monthly, and this was the worst stay I've had so far. An anniversary deserved much better care than this lack of basic manners and service.

Old Town was just a two minute walk away, and there was plenty of parking. The room was clean and comfortable, and my first stay at Spark by Hilton St. Aug. was very nice. Susan at the front desk was phenomenal, a fabulous hospitality professional. I travel a lot and am loyal to Hilton, and people like Susan made this a particularly good property experience.

The room itself had several problems: a toilet leak, a broken folding table that was meant to serve as a desk, and a piece of wood I tripped over. The parking lot light also flashed into the room like a strobe, making it hard to settle in. My daughter has breathing issues, and her asthma was triggered. At check-in, my card had been deactivated over suspected fraud and I was told the payment hadn't gone through. I tried to sort it out, but staff were rude and condescending. After I got it resolved, I checked in, left, and came back to spend the night. When I reported the room issues to Hilton, they directed me to the front desk, where staff seemed inattentive and unapproachable. During our conversation, an employee entered our room before we had checked out, which was highly inappropriate. I've contacted Hilton management, and they are processing a formal complaint. Between the condescending, rude staff, the room problems, and the unsatisfactory breakfast, I would strongly advise against recommending this property.

The location was the one good part: most attractions were within walking distance. We paid $250 a night and got what felt like a Motel 8 experience, and as a Hilton Honors member, I won't return. At check-in, the clerk acted as if we were inconveniencing her. In the morning I told the desk at 8:30 that the toilet and TV weren't working, and asked when checkout was. I was gone for three hours, but nothing had been fixed when I came back. The hotel's response about this isn't accurate. I'll take it up with Hilton corporate. My wife accidentally tried her key in another room and it opened the door. She travels for work, and as a father of six girls, I find that extremely concerning. The key worked in other doors too. Fix what you're doing, this is unsafe.