Based on all the great reviews we read on this hotel we decided to stay here before a cruise.
Since this property only gets great reviews we wonder if maybe we are a bit demanding, but here goes.
We arrived at the hotel very late after 16 hours of travel, after one o'clock in the moring Florida time. On checking in, the night attendant says, here are your keys, your room number is 22. No offer of where it was, no offer to carry the bags, no nothing.
Finally I insist that he shows us where the room was, and then he expects my wife to schlep her suitcase up a flight of stairs. I have to insist he carries the one bag my wife has up the stairs, I carry the three others. Bad beginning to say the least.
Next morning for breakfast we order coffe and muffins and sit with another couple who order continental breakfast at the same time we did.
Their breakfast arrives and then an hour later our muffins arrive, seems they ran out of muffins and had to bake some more. No offer to substitue, no nothing, then charged over 20 bucks for two muffins and a jug of coffee. Of course they add the tip on the bill so we have to give a gratuity for lousy service.
Then we try to make a reservation for dinner and they are all booked for the evening. Ask for some advice on where to go, told to take a cab to Los Olmas and walk the street and find a place. Poor, poor.
There also seems to be an undercurrent of fear of management from the staff. When we asked if we could stay an hour past checkout time the poor desk clerk reluctantly said we could, but as the desk clerk seemed in fear of getting reprimanded we did not take the offer.
When we checked out we cancelled a later reservation that was 15 days later. One clerk, not the one we were checking out with, said we would have to pay for one night because it was less than 14 days notice. Tried to explain that Sunday to Sunday to Sunday is 15 days, not 14 days. The clerk we were dealing with agreed with us, but the other clerk kept going on and on about having to pay the penalty. Finally clerk one tells clerk two, chill out, the customer is right.
This is from a place that gets all great reviews. I do not feel comfortable writing this as it seems we are nit pickers, which we are not.
Maybe they have uneven service and the patrons who get lousy service do not complain.
Or maybe they just decided to pick on us because I made the night clerk show me our room and carry my wifes bags.
- 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