Villa Victor, Ascend Hotel Collection

I was lied to at the front desk. I was interrogated about my service dog. To the extent of having to explain my medical conditions. I was lied to buy “Susan“… I don’t believe that was her name whatsoever. I was accused of not reading through the entirety of the contract for this day, And yelled at for not initially a section of the contract that was never highlighted by their employee / General manager, who checked me in. I will never go back to this residence and express anybody reading this to change your plans. We had an entire family outing with more than six rooms booked, only two of them actually had locks to the door.

Book this hotel for a family vacation to St Augustine. Location was superb with great walkability to historic downtown. Unfortunately that's where the good things ended. The hotel is under a massive renovation so a lot of the amenities that were listed were not available such as breakfast,bar,etc. As we were checking in It was discovered that there was a $15 parking surcharge. There's only one person in the lobby to check you in This caused a massive line that took close to 40 minutes and just kept growing as I was waiting. The staff for overwhelmed and as such we're very grumpy and combative. The room I had booked as well as others in front of me in line we're not available so there was constant shifting around and accommodations having to be made. It felt like you were given whatever they had available instead of what you had actually booked. During my lengthy check-in process I also heard the staff note that they were completely overbooked for that day. The room that I got was very minimal and it was apparent that there was furniture missing from the photos that were online. I would avoid this place if at all possible for any longer stay than a night.

We were never advised upon check-in that there was a $15.00 parking fee. We could have parked for free at a family's home near by. Yes, we were advised in the morning that it is in the fine print of the hotels site that we did not notice. This should have been communicated by the hotel during check-in. I WOULD EXPECT A CREDIT

Location was great. Beds were ok. They charged for parking. I know a lot of hotels are doing that now but my gosh arent they making enough money on the room im only in for at the most 18 hours?!?! They did not have their breakfast cafe open or the bar. The pool is small and was very hot. Common hallway needs air circulation and carpet fixed. We won't stay again. To me and my family it was not worth the money per night.

The front desk concierge was not very helpful or welcoming. We have a baby and requested a crib multiple days in advance. Upon being rudely checked in, we asked if there was a crib in the room. She said they were first come first serve and didn’t know if there was one in there or available. She continued to check us in and we had to ask again about a crib. She seemed annoyed and told us to just let her know if they’re wasn’t a crib in the room. We were very unhappy at the possibility of our baby not have a place to sleep. There was a crib in the room, but there were piece of trash on the floor from the last occupants. The location was pretty good but I don’t know if we’d stay there again.