Hyatt Place St. Augustine/Vilano Beach

There was a small snag getting into our room, and I never received a text stating the room was ready, and it was close to 5pm but we got in.

The hotel is clean snd well maintained. But staff at front desk are less than helpful. They do not care and some what go with skin color i guess. Breakfast is ok same old tired things everyday. When you are charging $150 more than your neighbors do better. On top of it valet parking only option in a garage next door, thats $28/day, pathetic attempt to fleece customers as much as possible its a scam. Two nights in row we have drunk customers fighting in corridors. When checking front desk was more interested in handling other things than rather helping me check in, i know its Florida but dont make it obvious for a black/brown guy.

We were given a portable A/C unit. It really wasn't great; the room stayed pretty hot. To make matters worse, I later found out the hotels ac had actually been out of commission for a couple of weeks, yet it was never properly repaired prior to our check-in. Additionally, housekeeping was frustrating. I specifically told the cleaning staff I was leaving for the day and they were free to clean, but when we returned, they had never come by. The service after checkout was just as disappointing. I left a hat in the room and called to retrieve it. The front desk told me I had to wait for the manager, Amber. I emailed her twice with no response. I called back and spoke to a helpful gentleman who checked lost and found and told me to check back later. When I called a few days later, I spoke to Morgan, who simply told me to email Amber again. When I explained that I had already emailed twice and went 5 days without a reply, I asked to speak to any manager on duty. Morgan told me there were absolutely no managers working or available to help me. Having zero management on staff was eye opening and explains the total lack of accountability and willingness to help. I expected much better.

Hotel and staff were wonderful and helpful

The staff member checking out people needs to go. She is rude and I am sure I'm not the only one she is rude to. Learn customer service!!!

The hotel was clean and smeled fresh all the time. Rooms are cleaned and sticked daily. Bed super comfortable, but the pillows go flat and hard quick- bring your own. Sheets are clean and fresh- I checked! Rooms are quiet- thick walls. Balcony is hot-AC vent blows into balcony- not worth the upcharge. 2nd floor is quiet. 1st floor also has convention events daily, 3rd floor can hear the rooftop bar. I hated that VALET is Mandatory! $27.50 a day. 4 nights was $118 extra. I dont like others driving my car, one guy smokes and I could tell. My interior door handles are press in and I saw them severval times try pulling on them... I was so mad. Breakfast is nothing special. Soggy french toast and really salty fake bacon. Coffee has a bit of an after taste. Elevators are kinda slow too. I love they have a 10pm noise curfew. The staff was great too. We had a noisey AC ghey fixed it and we got to move. The beach is a 3 min walk., which was great! No shuttle like the website states. Did I mention how much I hate the valet! Ok so I hate it.

Was a wonderful experience wish we could have stayed longer

VALET PARKING

Nice and clean room. Everything worked great in the room. Short walk to beach and stores / restaurants. Rooftop bar was good.

Great place very convenient for shopping and food options as well as proximity to the beach

Everything was great and will be staying again!!!

The Hotel & room are both lovely & well decorated, however, our room was a balcony room & while it faced a busy store parking lot & intersection, that was not the real issue, The threshold going out to the balcony has a 4 inch high meal "wall" you have to step over going in & out, we forgot & tripped (no injuries), I then rolled up a white towel & placed it there for a better visual, we went to front desk & told them there was a tripping hazard, clerk wrote something on a piece of paper, next morning same while checking out, I don't think they even took me seriously. We were in room 239 & i'm not sure if all balcony rooms have this, I'm guessing due to water getting into the room, but this is a BAD solution, we are elderly & could have been seriously injured. I will follow up with corporate with photos. This really needs to be addressed, kind of put a damper on the stay.

The hotel was great with friendly staff. The on site restaurant is amazing.

Fantastic stay with an amazing staff. Can't wait to stay again

The phone didn't work, couldn't connect to my Netflix in my room, fitness center AC was out during our entire stay of 4 days, room temperature would not go below 73 degrees regardless of setting, the in-room drinking glasses were never replaced. The breakfast buffet starts getting picked up at 9:53 am. Most concerning, the front desk attendant took a picture of my personal information with his personal cell phone upon check in. When I brought it to the attention of the office staff they did not follow up nor did they let me speak directly with a manager. On a positive note, valet staff were extremely polite and professional. And it's a short walk to the beach and Publix across the street.

Our experience was very poor. The hotel's online information said that check in begins at 4 pm, however when we got there at 8 pm, the room was now being mopped so we had to wait a few minutes for this to be completed. The floor was still wet when we went to our room and smelled like a dirty mop. We returned to the front desk to request another room but the front desk clerk said that there was none. We asked if the room could be mopped again because we did not like the smell, and he said that that's how it smells as it is cleaned. We then asked to see the manager, who was called for us. After listening to us, she went to the room herself and re- mopped it, which helped. This is all we wanted done. But the fact that the service counter clerk was hesitant to even suggest it himself or even try to get the room mopped again, was poor customer service because it felt like he dismissed our feedback. Additionally, since the room was not ready when we got there, this also created a poor first impression. Will not be staying there again.

Rooms were very clean, pool was amazing, breakfast was actually very good, staff was great, valet was very friendly, gym was good, overall the property was extremely pleasant! Highly recommend.

Well maintained property with a basic hotel breakfast, nothing special. Front desk could have been better manned at check in time and the valet only paid parking was annoying. Housekeeping was hit or miss. We could hear next door and the hallway easily though our room but luckily no one was too loud too late into the evenings. Overall decent stay, wouldn’t pay top dollar though.

Unfortunately, what I was not told during check-in was that the room I booked was actually for the following week because I had accidentally selected the wrong date. Had this been pointed out at the time, I would have been able to cancel the reservation without penalty. As a result, I was charged an additional $389 for a room I never used. I made numerous attempts to contact the hotel by phone but was unable to reach anyone. After finally finding an email contact, I explained the situation, but was told that because the original reservation involved a third party, they would need to contact the hotel directly. The third-party company has reportedly been trying to reach the hotel for weeks without success. To make matters worse, my emails have now gone unanswered. I understand policies exist, but given the circumstances and the clear misunderstanding, I had hoped the hotel would at least offer a credit or work toward a reasonable resolution. Instead, I am out $389 for a room I never occupied. Unfortunately, this experience left me very disappointed with the level of customer service and communication.

I did not have a pleasant check-in the front desk clerk was very short and un-welcoming for a Hyatt employee. I ask him questions about the layout of the hotel he said he had no idea what i was asking i wanted to know the shortest route my room i asked are there any side entrances like fire escape stairs etc, he said "the only way to your room sir is through this lobby", and you Must use our Valet parking. I had no idea that the staff was going to park my truck under the hotel. I was told that if i self parked anywhere else my truck would be towed. I did not like the fact that i did not have assess to my truck, i will never stay in this hotel again, and the room had NO MICROWAVE !!! Seriously.