Hutchinson Shores Resort & Spa — Hotel in Jensen Beach

It was a nightmare! We called ahead because we were running late and meeting relatives in the restaurant there. We asked Taz who answered we explained we would need to check in fairly quickly when we get there because we would only have 15 minutes before we met relatives in restaurant. Taz ordered us not asked… you will not both go to an inside dining area. You and your husband cannot go anywhere together. One of you will stay in the room with your dog. So we’re paying $100 a night and we’re ordered like this and our dog is literally a silent 10 lb dog. Unreal. Ok we didn’t want to have to deal with the same person to check in. So before check-in, we made arrangements to ask the restaurant to seat us outside. Restaurant staff were nice. Then we go to check in same person Taz. The reservation was under my name and my husband’s name. We prepaid, etc.. I changed purses just before we left central Florida. I accidentally left my DL at home. I explained that to Taz and my husband provided his drivers license and gold American Express. Anything she needed. Her answer was no absolutely not. 😳 she said while he was on the reservation he wasn’t the main one on the reservation. Omg then she refused when I asked if she could put the reservation in his name. She said we were going to have to find another hotel, and we would not get a refund for the two days we paid for. She asked if I had another ID and indeed I had a state licensed photo current state ID. Then she still refused. It was unbelievable we were upset and dumbfounded. So after 15 minutes, and the person had our luggage ready to load onto the valet cart we prepared to leave then in same very unfriendly tone she begrudgingly allowed us to stay. So we go up to our direct ocean front suite. You only get a view from a window in a little tiny room when you walk from the parking lot bedroom down a narrow alleyway type into another little room and that’s where there’s a window that’s your direct ocean front that you can see from your unit. There are glass sliders to the left. Very difficult to open like they’re off the track. So we regroup and I go down to breakfast the next morning I ordered my food I asked server should I order off the menu for a to go for my husband upstairs or should I get a container and get the buffet on to go? If that is allowed she said absolutely you can do that so I ordered a $25 buffet for my husband. I ate my breakfast which was great. Then she brought me the container for the Buffay when I had paid the check. The bill was 50 I charged to room and then I gave 20. tip. I asked where the Buffet was I went to where it was I opened up the Styrofoam container. I went to put a small wedge of waffle in the Styrofoam container, and I didn’t even get it in the container and the restaurant supposed manager on duty loudly, accused me of stealing from the buffet from behind me. . I showed her my hotel bracelet. I showed her my hotel key card, and my receipt where I had paid for the buffet to go for my husband upstairs. I showed her my hostess, who told her absolutely it’s exactly as she said, as I said. Then the manager went to the hostess stand to find out what table I sat out, so she could look at my empty place where I had eaten and that wasn’t good enough. She still turned around and said I stole from the Buffet and that I ate my breakfast off the Buffet, which is not true at all. I showed her on the receipt where it showed buttermilk pancakes with blueberries, and an ice tea that I ate at the table. I asked her to please just give me a refund for husband’s Buffet to go because we need to go to our granddaughters 12 year old birthday party. She was still refusing to give me a refund, refusing to let me have my husbands food and said I was trying to steal from the Buffet with a to go container.. I went downstairs asking if there was a manager on duty. They stated the manager does not work weekends. I stated we were checking out a day early etc . Pic is direct ocean view! Update Manager called on Tuesday...

My wife and I are currently staying in property in junior suite 500. I came to know the property through the recommendation of my neighbor. Initially, I was impressed with the property and its location upon arriving, but the poor treatment of Heather (which I understand is a manager) overshadowed the public ambiance of the property. I approached her to inquire about the property before checking in and she was disinterested and disingenuous in how she handled me. I’m assuming because I appeared to be a person of insignificance she decided to handle me as such. In my opinion she was very rude and dismissive. However, Jason who works in valet (I think) and the young lady sitting at the desk in the lobby (I don’t know her name) redeemed the moment and convinced me to stay. I was told to speak with Melissa because she was the resort manager, so I decided to speak with her after our first night at the property. Well, she was just as rude as Heather. I explained to her my encounter with Heather and she said that she had dealt with the issue and tried to reach me but I wasn’t in the room. She followed by saying…everyone has bad days…as if that was a pass for bad customer service. I then told her that upon entering the room at about 11pm with my wife…my wife decided to check the bed thoroughly as she does in ALL HOTELS that we’ve ever stayed and she discovered the bedding was stained and looked disgusting. I told her at which point we called for a blanket to be delivered and decided to make a pallet on the floor with the pillows once the blanket had been delivered to the room because it was late. Here’s what she told me:

Basically they are just stains. You all deciding to sleep on the floor was your decision/choice. That was your prerogative. You should have asked for house keeping to come and change the bedding. (We didn’t know there was 24HR house keeping at this property because it’s not an 5 star property, and it was late).

She then asked me when was I checking out and I told her I may leave early. She says to me sarcastically:

Well, if you want to check out early and go to the Marriott that’s certainly your prerogative (Mind you I never mentioned anything about checking out and going to the Marriott).

There was no real interest shown to me as the consumer. I got to know the property by word of mouth now those who are connected to me will get to know the property by word of mouth as well. THE MOST HELPFUL AND CONSIDERED PERSONS I ENCOUNTERED WERE THOSE WORKING IN VALET AND THE YOUNG LADY SITTING AT THE DESK IN THE LOBBY. As far as the management….very poor. No I’m sorry…no nothing. I’ve attached the pictures of...

I very rarely write a poor review but we were expecting much more from this resort for the price paid. I realize we visited over New Years and the pandemic is causing staffing issues again, which is why I didn't give a 1 star for value and experience. We booked everything, room, dinner/spa reservations, etc. well in advance to make sure they could accommodate our requests while we were there. But, that didn't seem to matter. To start, we requested early check in as we were attending a wedding the night of check in. We called twice and emailed too (which was never replied to) and from our 2nd call, the front desk service said they would do all they could to accommodate the request. Which is fine. Except, our room was still not ready at THEIR 4pm check in time, which was not fine. No apologies at 4:40 when they finally told us our room was ready. The concierge, while friendly, also could not offer us any help with our transportation needs, except to give us a number to call on our own. Then, came the room. A very very basic average room, one you might get from a local Holiday Inn. No closet to hang clothes. No hair dryer. The bed was lumpy. And, the room smelled of strong bleach when we got to the room initially. Additionally, the services you would expect paying this amount for a room were not available, like 24 hour coffee or 24 hour room service. The spa service was great. My wife and her guest enjoyed that very much. The bar staff was also friendly, however the restaurant staff was mixed. The hostess was rude and seemed iritated to be at work, rolling her eyes and cussing under her breath and our table was not ready until 30 minutes after our reservation time, when WE had to ask about it again. The servers were friendly but the service itself was very slow. Like extremely so. The food at the restaurant was very good though. But, the slow service kind of spoiled the great food experience. The valet group was friendly with the exception of the female valet who felt the need to correct me when she asked if I was returning again and I said, no, we were done for the night and won't be going back out tonight. She laughed and smugly said, that is the same thing she said. It is not necessary to insult your guest when they do not understand your valet lingo. Overall, it was a disappointing stay and definitely not worth the money we spent per night. We won't be back here. Which is unfortunate because the property is only a couple hour drive for us and is beautiful and the room views that we paid for were also beautiful. But, we will be giving our business to a resort that recognizes a...