The Colony Palm Beach

We stayed at The Colony expecting the level of service, transparency and attention to detail that should come with a hotel positioning itself at this level. Unfortunately, several aspects of our stay left us feeling that the experience is designed more around appearances and additional charges than genuine luxury hospitality. First, the valet parking. The hotel advertises complimentary valet for Florida residents, yet at checkout we were told this only applies if you book directly through their website. This condition was never made clear to us beforehand and we could not find it stated anywhere. Advertising a benefit and then introducing an undisclosed restriction when it is time to pay feels extremely misleading. Our arrival experience was equally disappointing. While waiting for our room, we were invited to have something to eat at the café. When we went over, the hostess rather rudely told us we could no longer be seated because they needed to prepare for dinner — while the restaurant was still full of guests who had not even started eating. More generally, the service at reception never felt remotely comparable to the hotel’s luxury positioning. There was nothing about the interaction that felt different from what you might experience at a standard upscale chain hotel — and we have actually received considerably warmer and more welcoming service at many of those. Luxury should be reflected in the service, not just in the décor and the address. Then there is the room. While charming, the bathroom was genuinely the size of something you would expect in a camper van and felt completely inconsistent with a hotel of this category. One of the most absurd experiences was ordering a chamomile tea in the evening. I went to reception specifically asking for one to take back to my room myself. Despite this, they repeatedly insisted that they would send it upstairs. Eventually I accepted, only to discover an $8 delivery fee had been added simply to bring the tea upstairs. The checkout experience only reinforced this impression. My husband had used the tote bag provided in the room to carry our things to the pool. While the hotel clearly indicates that the bathrobes are available for purchase, we saw no similar indication regarding the tote bag, so we reasonably assumed it was an amenity for guests. After already having to discuss the unexpected valet charge with reception, my husband was walking away when the receptionist called after him to ask whether he intended to take the bag because it was also chargeable. There is absolutely nothing wrong with selling a tote bag, but there is a polite and discreet way to communicate this. The way it was handled felt unnecessarily rude and uncomfortable. Altogether, these experiences created an unfortunate “new money trap” feeling — beautiful surroundings and a fashionable image, but too many moments where the focus seemed to be on finding another opportunity to charge rather than making guests feel genuinely looked after. That said, credit where it is due: the service by the pool was excellent, as was the team at Swifty’s bar and the valet staff themselves. They were warm, attentive and provided exactly the kind of hospitality we had expected throughout the property. The Colony is undoubtedly a beautiful and iconic hotel, but beautiful interiors and Palm Beach history are not enough to create a true luxury experience. Unfortunately, we left feeling that The Colony delivers the aesthetics of luxury far more consistently than the hospitality of it.

We have found The Colony's level of service to meet and exceed that of the finest resorts we have stayed at through the years. We were so impressed with the property and hospitality when we first visited last October that we decided to return this month to celebrate our 30th Wedding Anniversary immediately following our oldest daughter's wedding. Once again, the staff didn't disappoint and made us feel right at home and like family. We love the "Old Florida" ambiance coupled with hospitality that any other resort in the industry would be envious. We plan to return again at the earliest opportunity. Until then, we will have the fond memories of a totally relaxing stay created by the fine people at The Colony. Thank you for that!

It was an extraordinary experience. My dog and I were treated like royalty. The turn down service, all service was exceptional. I can't wait to go back I will take Frenchie again and my daughter too! What a fun weekend! Just make sure when you go you go with no other plans but to enjoy the premises.

Perfection. From the moment of arrival to the final farewell, The Colony’s attention to detail sets them apart in a cookie cutter industry.

Great location, very close to Worth Ave, walking distance. Clean - good housekeeping Boutique style hotel Very polite & helpful staff. Air conditioning should be cooler in lobby & the elevators. Can be very busy, popular place.