Castillo Real St. Augustine Beach Resort, Tapestry Collection by Hilton — Hotel in Saint Augustine Beach

Let me preface this by saying I hate leaving negative reviews, and I’m a customer service oriented person. Okay so the hotel looks and is beautiful. It’s in a great spot, and while not technically beachfront it is like a one minute walk from the beach access. Our rooms were large, some of the biggest I’ve been in. Definitely an older building and all but I still felt the room was clean, just not modern (which is fine, not an issue). So upon checking in I am informed that the water will be off for the next 3 days from 11am for a couple of hours. Desk lady tells us the pool and all will still be open, just no showering or running water in the rooms for a couple hours. Which is kind of annoying but still not a big deal, I understand things happen. That’s the extent of our conversation with the desk person. Fast forward to a couple nights later and we have our issue. Now mind you these rooms have a wall mounted thermostat that you can adjust yourself, just like a house. So I set the temp from 70 when we arrived to 66, and the room got chilly, No issues. Couple nights later when we get back around 7pm it is over 75 degrees in the room and the ac isn’t kicking on, again not a huge deal, I just go tell the guy at the desk. He said he’ll get someone there to look at right away, after about 20 minutes we decide to leave again for a while and I leave my phone # with the desk. He calls back later and says “hey the ac isn’t working in the room so come by the desk and we’ll get you new room keys” when we get back around 12 we grab the keys and our stuff and head into another room. Well the thermostat in that room wouldn’t not go below 68 degrees, and it was already like 72 when we walked in. So I go back down to the desk and explain the situation and after some deliberating with the night guy who didn’t seem to care much, we get moved to a 3rd room, it’s now 2am. We have gone from a king room to a room with 2 queens. So I get up the next morning and go down to the desk to have a talk with the manager. The desk lady was kind enough but couldn’t really say or do anything for me so she brought the GM. And the GM automatically comes out with “well we accommodated you so there will be no compensation” and I calmly explain the situation again and say how I do not feel accommodated because we had to move rooms 3 times and ended up in a smaller bed. Again she just continues on about how “I will not be compensated” she then says that “you can’t just turn these down to 60 like your house. I’ve been in your room this morning and it feels fine” I say well that’s great, but it’s not my fault the ac wasn’t working last night. I swear it seemed like she had a smirk on her face while saying this to me, and I felt chastised also. She then informs me “that you can’t turn these rooms down below 68” and I say, “well that’s a bit ridiculous, but that’s also the first I’m hearing of this” and I’m told again “well there’s no compensation so I don’t know what you want me to do” so that being the end of it all I said was “okay well I definitely wouldn’t not have booked this had I known all of this. I spent hundreds of dollars to be treated like this and told I can’t even get my room to a comfortable temperature, wow” I feel like because I’m young (23) and I wouldn’t raise my voice or really be anything less than polite I was chastised and almost taken advantage of. So moral of the story- the hotel is beautiful and a great spot. But if you want to be able to room to your liking (BELOW 68 DEGREES) or have a decent interaction with managment, I’d go...

I have been there for 2 nights last week unfortunately and I have no shame to say I was in room in 214. I would highly suggest not to go there. It is pretty dirty. Bathroom was not clean since not sure when; we found dust and a piece of nail next to the sink. We booked with Expedia and just at the check in we were advised that the place is under restoration/ repair and we could hear noise., no sauna, no gym etc etc. Why they didn’t provide this information before? If the room was clean I wouldn't even care but.. The room that they gave us was smelly, really smelly and we didn't have any better choice as we got there at 11pm after 10 hours driving. The guy at the check in let us kindly change the room with another one but it was not so much better... The window of the room is small and cannot be opened. it is hard to stay inside with no air and low ceiling. The day after, I called in the morning to make sure we would have the room cleaned. They said yes sure. We came back between 1 and 2pm and the rooms were not clean. I tried to talk to the cleaning lady who was in the floor and asked please to kindly clean it and we head out again. She said yes. I left, asked to the front desk to please have the room cleaned as I wasn’t sure the cleaning lady understood. I also asked if we could please have a clean coffee machine as the one that we have is dirty. ‘SURE, the front desk person replied’. We came back at 7:30pm and the room was not done, the bathroom was not clean and the coffee machine was in the same condition. The pics show how the room was found at 7:30pm. The dirt of the coffee machine and how we found the sink. Thanks so much. 280$ wasted. For whom is reading: Go somewhere else! After that I though the nightmare finished and I slept a second night in this dirty room but I was wrong. The last morning I was packing and getting ready to check out; around 10:40am, a guy who cleans there the rooms, knocked and opened immediately the door, like literally the second after he has knocked. He asked if we would stay or leave. I was standing there with my bikini, (thankfully I was not naked) hiding behind the walls of the bathroom, completely embarrassed and speechless. He didn’t even apologized and he left the door wide opened while he was speaking. I am wondering how this can be okay!!???? Also, they were worried to clean the room just when we had to leave?? What a bad experience!!!!! Ah and ps: They say that the 'hot tub' works. No, it is not true, the temperature of that water is so cold that you won't be able to stay inside for more that 2 minutes. Maybe they should cold...

So we did a cheap 3 night weekend to St Augustine. We have been here a ton of times but never stayed at the beach. Castillo is an old hotel and it shows its age. Maybe the refresh that’s happening is long over due. Let’s start with the rooms. Our room well it had not been clean tooth paste in the sink sand all over their floor bed slept in. We did receive free parking for the inconvenience. Now let’s get to everything else.

Pool nice but needs to be closed and cleaned. I’m a pool guy and it was disgusting with a ring of dirt and suntan oil rim around the entire pool. The hot tub or soaking tub gives you that same dirty feeling.

The fitness centre opens at 7 am but by 715 you will be a told to stop or be quite because you made too much noise for the room below you. I would suggest a new floor and some better equipment. I still managed to get a 1 hr workout in because it not my first time in a terrible gym. The gym has air conditioning but didn’t work has TV but didn’t work has steam room but didn’t work. Has a bathroom with a shower but didn’t work. Treadmill and bike but didn’t use so can not confirm if they worked.

This hotel is one that makes money without investing into the hotel unless they have too.

The restaurant is completely outdated and rundown the walls and chairs and tables need to be replaced. Surprisingly the food was not terrible and it seemed to be busy every time we walked by this place and people were enjoying themselves.

Listen this is not a place that you should pay big bucks to stay at but it’s still should be clean. This is not a Clean hotel.

I read other reviews and people are way too kind. I’m not that person I’m a person that tells you that you have on your face or something hanging from your nose. The Truth is so important.

Staff super friendly the hotel needs some serious updates. Water pressure is non existent after 8 am Room size are great. Bathoom is really not that functional if your a woman trying to get ready for a nigh on the town you will be there a while. A stand up light is not functional.

We will be back to St Augustine but we will stay a hotel with corporate standards and not a hotel who is trying to stay in the hotel game.

This is definitely a hotel on a budget and with kids so this could be your type of place. For me I could stay here again but just me not my bride.

This is just a cheap 2 to 3 star hotel with 5 star staff 2 star beds 1 star Gym 0 star pool until cleaned. 3 to 4 star restaurant and 5 star location.

The Truth is Like Poetry not everyone likes itt, but it’s the hard truth on...