The Colony Palm Beach

A beautiful location but lacks adequate customer service. The 5-6 employees standing around the front door were too busy chatting with one another to notice they should be opening the doors to help my family in. We were trying to check in and no one led us to check in or anything which was very confusing as the lobby seemed very busy and unorganized. We had to ask for the pool to restock towels and waters repeatedly which took a lengthy amount of time and once they even forgot. The worst part of our whole stay was when they provided us with a broken crib which collapsed in the middle of the night with my baby in it. Luckily she was unharmed but when I brought it up to staff they acted like it was no big deal and hardly provided me with an apology. There was no follow up from any of the staff regarding this incident either. All of this to say I would not suggest this hotel if you’re big on proper service or if you’re traveling with your family. They are extremely unaccommodating to families. The best customer service we received was from the man delivering our room service to us. The only friendly and helpful individual we met from The Colony. After all of that, my daughters wanted to go back this year so we considered a quick stay in between our other stays on the island. However it was impossible to get any response or answers from anyone within the reservations department (we need to coordinate connecting rooms or villas/suites to fit our family). My emails went unanswered from both Jeanine and Sally. They wouldn’t provide me with another contact when requested. When we tried to call we were transferred to reservations and no one answered there either. Very disappointing and frustrating experience. We are in Palm Beach often and would have loved to make The Colony one of the places that we frequent, however we will definitely be taking our business elsewhere.

Pros: Stunning lobby and pool area; very helpful and attentive staff; great location; bikes to rent for free; seats on the beach. Cons: The bedroom - very thin walls (I literally heard every word of my neighbors' conversation, as well as everyone speaking in the hallway), no ability to make coffee in the room, breakfast not included. For over $1,000 a night, I expected more.

This is an extremely well managed hotel in a perfect place of Palm Beach close to all the "dangerous" shopping in this town. Very well preserved, beautiful designs (although with a lot of pink), great accommodation, perfect service!!, a nice restaurant and a solid bar for after dinner drinks. All you need ...

My daughter in law and I had a lovely visit to the beautiful Colony Hotel. Especially pleasant was the Bougainvillea Villa upgrade! From the warm greeting and check in to the efficient departure, the friendly staff was a pleasure. Sunday night Bingo was an unexpected fun surprise and not to be missed.

Expect an old, stuffy suite with garbage bins and bags littering the hallways, despite paying a premium price. Don’t expect special amenities for suites to be provided as clearly advertised on the website. Staff is disorganized and communication is all over the place. However, Swifty’s is worth going to for brunch. If you’re looking for a luxury experience go to the Four Seasons instead.