AWFUL Experience.My husband booked a room online as a surprise for me. In the email it says check in from 2-5pm, wine and coffee/tea upon check in, breakfast is served daily. At 1:45pm we arrived and parked. The front of place looked like it was under construction, nothing like the online photos. The door was locked, no one around working there, and looked dark inside. At 2pm we called to notify we had arrived but no answer and the voice mailbox was full. We came back at 3pm, and could see a few people smoking on the upstairs balcony as we headed to the front door. A lady who was possibly housekeep came up to us, we advised we had been trying to check in to our reservation. She didn't speak much English but asked our name, we told her and she says oh Brent? We said no, we are Howells and even showed her our email conformation. After repeating the conversation she finally takes us inside upstairs. As she opens our room door for us, the balcony people are in our room! She makes it appear she has no idea how they got inside as they apologize to us and remind her that she is the one who let them inside. She directs us to wait downstairs while she refreshes the room which consisted of her replacing only the bathroom hand towel. The linens were not replaced and the bathroom was not cleaned. We asked her about the advertised complimentary wine/coffee/tea she said no just ice and water, and go next door for that and she leaves. There was no check in area, no way to speak to a manager or even another employee. The next morning we came downstairs to again find an empty entryway and no associates, as well as no breakfast. We have not been able to speak to anyone as their phone just rings, the voicemail is full, and you get no response to emails. On every review site I can find experiences just like or worse to ours, and no response to those individuals from the establishment either.I will be reporting this establishment to the Better Business Bureau, and also filing a complaint with the DBPR for Hotels and Restaurants, and leaving my honest review of this awful experience.

TRAVELERS BEWARE! We booked a specific room at this Bed & Breakfast, chosen from their website (which is how their site works) for the look, size and beauty of the room. When we arrived at the hotel we were told there was water damage and that we would be put in a room at the Hemingway House next door (I assume the same co manages both). They never contacted us ahead of time to let us know of the issue which would have given us time to try and book a different hotel. The room they put us in was barely bigger than the bed, was very drab, had no chairs to even sit in. The bed was comfortable, I'll give them that. We were the only people in the entire building, and discovered that the room code we had for our room actually opened several other doors in the building!! How's that for security! The description of services from the room we actually rented talked of a hot breakfast each morning; let us know if you are skipping it or, of any food allergies. your stay includes...WiFi, a delicious breakfast; complimentary beverages including wine, hot teas, coffee, or cocoa. guests are welcome to enjoy a full breakfast menu at Señora Xerez Restaurant, conveniently located right on our property. As a special benefit for staying with us, you will receive a discount voucher for your breakfast, provided at check‑in. THERE was NO front lobby for check in and we DID NOT receive a voucher for breakfast, which was supposed to be included. The resv info also included RESTAURANT INFORMATION: Señora Xerez Restaurant, located inside the Inn on Charlotte, brings the authentic flavors of Hispanic heritage to the heart of St. Augustine. Inspired by the culinary traditions of Spain, the restaurant celebrates one of the world’s oldest wines—sherry—and offers a warm, inviting atmosphere perfect for breakfast, tapas, or an evening meal. There was NO WHERE in this building that food was even available. In fact, the room had an ice bucket in it and there was NO WHERE to get ice to put in it!!We requested a refund or at least a substantial discount. We have received neither. I have called, left voice mails, texted and sent an email to the co on the reservation, AND NOT A WORD FROM THEM!!I will be contacting the Division of Business and Professional Regulation (DBPR), Hotels and Restaurants Section at 850-487-1395 to file a complaint.

Do not stay here. These people will scam you. Pictures are not accurate. Food is microwave terrible. All smoke detectors are disconnected. Terrible 3 days at this place

these people are scammers there sister hotel cancelled me said they would rebook me never happened will not call you back.finally talked to someone said she would call back in 5 minutes never happened will never recomend to anyone iam glad i read the reviews this is happening to alot of people will be calling chamber of commerce in st augustine hope they read this its not over yet.

I picked this place for our anniversary based on website description of bed and breakfast. No breakfast. WiFi doesn’t work. Very hard to get anyone on the phone. Parking is not in the premises, but at the end of the street at someone else’s property. And the worse part was a creaking bed which made our anniversary getaway sad. The only positive was walking distance to downtown area. Will never book this place again.