We chose this property to extend our stay in Florida post-cruise by an extra day. Arrived late morning knowing we were way ahead of the published 4pm check-in time. Left our luggage in the reception area and were asked to give cell # "just in case your room is ready early". Returned at 3:45 after a few hours of exploring and sunshine. Amazing timing, our room was ready. Guessing the phone call offer was lost along the way? Would have been nice to get as much time on property as possible. Dinner on the water front was out. Booked solid with guests and a large group of locals. OK. We'll have appetizers at the cocktail tables on the small lawn area thirty feet back from the river. Young lady running the desk and attending to many aspects of guest requests was kind enough to get us under way with a bottle of wine, a couple apps. At that point we became orphans! She may have passed us on to the wait-staff, but no one got the memo. Flagged one down to have plates cleared. Finally after an hour of 5 different staff walking past us without looking, we decided to leave. Walked around the corner to the Ritz-Carleton to enjoy the rest of the evening with great service and atmosphere. The next morning at check-out we noticed the charges for the wine and appetizers was not there. Well, why would it be? We became invisible, remember? So, the same young lady from last night was at the desk at check-out, and being honest people, we reminded her of our costs from last night. She looked perplexed and promply entered the amounts for the wine (check), the appetizers (check), the tax (check), and this is my favorite part: Gratuity! (Really?) If I hadn't promised my wife to not make a scene, I would have liked to hear her logic on adding a tip.
Beyond the service issue, I would warn any first-timer that you are going to be second in line to all the "Usual Guests". These are the wealthy folks who have latched onto this hotel for all of its charm and isolation, and pampering of the inner-circle. As one lady said to the other as they sauntered down to their table: "A lot of those cruise people stay here this time of year..."
Bottom Line: It's a nice property, but you'll have to decide if it's the best use of your $400+/day. It would have been nice to be treated like we were actually welcome.
- Official Description (provided by the hotel):
- Situated on New River Sound, a block from the beach, the Pillars Hotel is a beautiful mix of classical British Colonial architecture and 30's "Art Deco". Well-known for its magical sunsets, unpretentious service and its special dining experience, the hotel caters to travelers looking for a sophisticated intimate venue. ... more less
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- Also Known As:
- The Pillars