Casa Monica Resort & Spa, Autograph Collection

My stay at the Casa Monica was absolutely epic thanks to our front desk woman named Madeleine Stinger. Front desk lady’s name Maddie Stinger anyway she helped me with absolutely all of my needs. She was kind, helpful, patient and caring, even though the place was full of people, she paid close attention to our needs and listen very carefully. We called the front desk very many times and she sent up everything that we needed in a timely manner. I really want to say that the state of this hotel was a five-star stay thanks to our front desk, woman helping us feel just as comfortable as we could feel. Thank you so much for all you do.

Partially my fault for not seeing that this is a pet friendly hotel. I love dogs but this was just too many. It seemed everyone staying there had a dog or two! The small lobby and bar areas were difficult to maneuver and when you are paying $25 for a drink at the bar, I don’t want to have to interact with someone else’s pet. Our room smelled like wet dog and they didn’t come to make up the room until I called at 4:00. They told me they had until 5:00 to do the rooms. Most of the staff was very helpful and friendly but I guess I expected more from an Autograph hotel.

This beautiful, well located hotel should be 5 stars - it talks the talk, but just doesn’t walk the walk. In no universe should a hotel guest at 3 star or higher hotel have to wait 45 minutes to be seated for breakfast and another 30 minutes for their food (including the wrong food) to be delivered, asking repeatedly for coffee (cold, and only filter available as the machine was broken), while non paying guests are prioritised. In no universe of 3 star or better hotels are paying guests asked to wait 45 minutes to enter the cocktail bar because the bar and every seat in the lobby areas are full, mainly of non hotel guests wanting to enjoy the ambiance of the hotel. There were plenty of empty restaurant tables but they weren’t using them. We could barely get into the elevator due to the overflowing Starbucks crowd that were there the whole 2 days that we were - apparently the only Starbucks in the historic area and it was just jammed with lines out the door and exhausted tourists (not hotel guests) filling up the hotel. There was no one really managing the public areas of the hotel. Staff were polite and very apologetic but ultimately inexperienced and lacking in direction and management to deal with the busy Christmas period. Yes the hotel discounted our restaurant bill to compensate but what we actually wanted, and thought we would get at a $500 plus a night hotel, was a basic level of service and the ability to enjoy the hotel’s facilities. When we checked out, there was insult added to injury by the $30 per day resort fee which when queried, I was told by the front desk was for the “complimentary” champagne / hot apple cider and small bottle of water per person upon arrival and the WiFi. They also explained no Marriott benefits (like, genuinely complimentary WiFi) are recognised here despite being listed in the Bonvoy portfolio. I would have appreciated the option to have declined the “compliment” which at $30 per day was very poor value, and frankly at a hotel in the price point and aesthetic of Casa Monica, that should be genuinely included in the price of the room as a nice touch. I’m sure many people have a wonderful time at Casa Monica and I was just there at the wrong time. Or maybe this hotel is really going downhill. For me, someone who spent a lot of time choosing this hotel for a family Christmas, it was an expensive mistake to make. I would caution others to manage their expectations.

Staff was friendly except for a front desk receptionist named Rain who got rather upset with me when I poured Champagne for my self and he gave me a harsh lecture; instead of being pleasant he was rude . On January 1 around 10 pm my room had no running water because a water pipe burst and the hotel cut the water off . Breakfast on January 1 had no capuccinos because the machine broke . This is my second stay at this hotel and I can see the quality have dropped significantly.

Excellent location to walk and see the Fort, the renovated homes in the historic district, the novelty of Ripley's Believe it or Not and the Fountain of Youth. Many restaurants. Don't miss a college-led tour at Flagler College to see Frank Lloyd Wright designs. Very friendly staff.