Embassy Suites St. Augustine Beach Oceanfront Resort

Would choose Embassy Suites over and over again for our wedding!! The day was perfect and it was much to the credit of the Embassy suites staff. First of all, Sierra was wonderful throughout the whole process — such a pleasure to work with, communicative, responsive, and patient when I would flood her with way too many emails at times! On the day of, the staff was seriously so kind, joyful, and supportive and truly went above and beyond to make us feel happy, stress-free, and excited about our day! Sierra also provided us with a very helpful sheet that helped us to foresee how much we would be spending so from the very beginning, we knew what the bottom line was going to be even though we had been nervous that there would be some unforeseen costs. The only cost that confused us was the hotel room that we thought was “complimentary” but ended up with a bill for when we checked out but it was likely a misunderstanding on our part. Also, the food was delicious!! All around we are so grateful for the best experience at a truly beautiful venue!

If you want your vacation ruined and to be treated like dirt, stay here! Our room flooded due to the room above us and two staff members told us it was toilet water. Our belongings had been soaked, we ended up throwing things away due to bacteria and mold concerns, we kept telling the staff that we had damages and didn't think we could salvage things with toilet water on them, and, other than changing our room, we just kept being told "someone will reach out." No one did, so I sent an email about our stuff being covered in toilet water. Three days after the incident, after our stuff was already thrown out, Christopher Browning emails me back saying it wasn't toilet water after all, it was from a leaking water line, but he didn't want to address our damages, so I brought the subject up again and got ignored for a month and a half. When I finally heard back from the Assistsnt General Manager Matt Paula, he told me it was "shower" water that flooded our room, so he wanted proof of damages, including incident reports, pictures, the physical items in his hand, receipts, etc. I sent receipts, descriptions, a detailed accounting of events, but explained that we were never told to file a report, or asked for photos, or for the wet items to be turned over to the hotel. Paula said we had no proof and he wouldn't cover ANY of our damaged items. I asked Mr. Paula multiple questions about why the source of the flood water had changed three times now, why their staff who entered both rooms would lie and tell us it was toilet water the night flooding happened, why no one ever told us to make an incident report or to turn in our damaged items, why the staff seeing the damages wasn't enough proof, why my receipts weren't being accepted as valid, why did Paula only ask for picture evidence about ~45 days after we had put into writing that we threw the contaminated things away, why we were lied to about getting a refund for our room, and why would he expect us to keep items that we were told were soaked in toilet water when we still had five days of vacation left. Not to mention, how do I photographically prove that items are wet with toilet water? Wet things eventually dry, so how do you "inspect" that to assess the damages? There were no rips or tears to show, and I don't carry around a travel microscope to look for fecal matter from toilet water. We acted based on what the staff told us. With multiple staff members seeing our wet belongings and not telling us to get photos or to turn the items over, how would I guess what Paula would want from us a month and a half later? And why would we keep biohazard covered items? That's an extremely unreasonable request when you know the flooding happened and we've been complaining about damages the entire time! I've never had property damage like this before, if the hotel had specific requirements for reimbursement, the hotel should have told us that the day of the crisis, not a month and a half later when they knew the items were long gone! The hotel has a Duty of Care that they severely neglected with us! Mr. Paula refused to answer any of my questions and said if I didn't have photos and couldn't give him the physical items to inspect then he wasn't bothering with us any further. So, this is the hotel to go to if you want your items and vacation destroyed while the management treats you like dirt, ignores you, and then blames you for their lack of action or direction.

The best venue and amazing food for our wedding this past weekend! Absolutely beautiful and the staff was so attentive and kind!