Extended Stay America Suites- Jacksonville - Riverwalk - Convention Center — Attraction in Jacksonville

Summary: ABSOLUTELY NOTHING HAS BEEN DONE TO HELP US. We saved that $800 for MONTHS for our trip. We are convinced Melissa was involved in the missing money. EXTENDED STAY AMERICA DOES NOT CARE ABOUT THEIR REPUTATION. DO NOT STAY HERE. EVEN THE EMPLOYEES ADMIT IT IS A TERRIBLE ENVIRONMENT. Stayed here for Rockville 2019. Room for four days was $740, we brought $800 cash to pay, but the hotel would only allow cards. After the first night of the festival, my boyfriend took his wallet to the laundry room, which had vending machines, to get a water and a snack. The machines spit out 3 drinks, 2 bags of chips, and a bag of nuts. His hands were now full. The next day, around 12 PM, my boyfriend went back to the laundry room to wash his festival clothes. HE PUT HIS CLOTHES IN A SPECIFIC WASHER. When he searched for his wallet to pay for the machine, he realized he had forgotten it at the vending machines the night before. When we asked the front desk if they had found a wallet, Melissa had said it was gone. We explained that the wallet had $800 cash and his ID, which we needed to get on our plane home. Melissa had started getting defensive as if we thought the staff took the wallet, which was not in our thoughts. She said she tried to get a hold of the night desk supervisor to see if someone turned a wallet in to her. We frantically searched the hotel (all laundry machines, vending machines, trash cans, and room) repeatedly until the police showed up. At 1:02 PM we called the police to make a report. We told Melissa shortly after that a cop was on his way. Around 1:45 PM, Melissa called our room to come to the front desk. I saw the cop outside, and my boyfriend saw his wallet at the desk. The $800 was missing but everything else was there. The cleaning lady had just found the wallet in the SAME WASHER MY BOYFRIEND HAD JUST SEARCHED. We spoke to the cop and he said the story was not adding up. What are the odds that a guest at the hotel took the wallet the night before, kept it, and within the 20ish minutes between us checking the machines and the cop's arrival, the guest threw the wallet into the washing machine? When the cop spoke to Melissa, she had said that she or another employee had left her purse in the same room the day before and $300 was stolen from her too. Why would an employee leave a purse in the laundry room for an extended period or not even report the theft? We spoke to the night desk supervisor when she clocked in that night. Melissa NEVER tried to contact her, despite her claims. The most compelling statements came from this night employee, who said Melissa was DEFINITELY playing us and 100% stole our money. The only reason the wallet was returned to us was because we called the police. This helpful employee gave us her phone number and stated she would do whatever necessary to help us. The following day, the general manager stopped by our room to take our statements. She seemed concerned and said she would check the cameras to see if Melissa had walked away from the front desk in the 20 minutes before police showed up, but we never got a response. We also suggested she talk to the helpful employee, but I don't think that happened either. Once we got home, an employee with a Louisiana phone number called to hear the story. Still, nobody had checked the cameras and nobody had spoken to the helpful employee. This higher employee suggested that we were lying and had spent the $800 at the festival in ONE day. Our intention is not to place blame on the hotel. BUT, the cash was for the hotel room, which they did not accept. Melissa did not know we checked the washing machine 20ish minutes before it was "found" in there. Another employee was sure that Melissa was lying and said she would lose her job over this because she cared more about telling the truth. This employee also stated the general manager always acts concerned about these incidences but nothing ever happens. The person from a more corporate office suggested WE were lying about having the cash. We also DON'T DRINK so we were sober...

⚠️ CAUTION ⚠️ DO NOT STAY HERE. SERIOUSLY!!

this has to be one of the worst places i have EVER had the displeasure of staying at. i only stayed 1 night, but that was still far too much time. firstly, the reservation employees and the IRL employees have no communication whatsoever. we were quoted a MUCH lower price than we were actually charged, with taxes amounting to hundreds of dollars extra. they also lie amount the room rate, because online we saw $64 a night, but it really became $73 a night, not to mention the expensive pet fees. they charged us $800 for a 1 week stay with a pet.

katie who checked us in was very nice, but the help started and ended with her. the manager dominic has to be one of the biggest jerks in a management position ever. to say he does not care about his customers or the hotel is a gross understatement.

speaking of gross, that's what this hotel is in a nutshell. disgusting, in fact. we had to carry my belongings up all the stairs to the third floor because the elevator was "undergoing maintenance" for 3 weeks. when we were doing that, there was a used condom in the stairwell. this was before we even got to the room. the hallway of 3rd floor smells like poop half the time, and it's clear that "no smoking" must mean smoke whenever you want.

the room smelled bad, not exactly sure how to describe the odor, as i've never smelled that smell before. the room was very neglected, the carpet is dirty and very outdated, only one stove burner worked. no kitchen supplies were provided, you were supposed to ask the staff (all 2 people who work there, i guess) for the things you needed. i was trying to use the restroom and a roach came out to say hello. needless to say I was horrified and appalled. I tried to call the front desk to tell them, but the phone in the room wasn't working, so i had to call on my own phone to tell them. katie moved me to a room a few doors down, but I had to move all my belongings myself with one rickety cart that I could barely turn in the narrow hallway. the room I moved to was across from a very loud room, who was blasting music (it was like 11-11:30pm at this time) and smoking strong weed.

I finally moved everything into the new room and by about 3-4am i had to kill another (much larger) roach, yet again. at this point i was so distraught. also, from walking barefoot on the floor/carpet of the room my ALWAYS clean feet were FILTHY, covered in dirt/soot as if i had been walking inside a chimney. the smoke detector kept randomly having shrill/loud beeping sessions. I couldn't sleep for fear of more roaches, and not knowing the source of where they were coming from, since the first room's was in the bathroom, but in the second room the roach came out from under the bed.

dominic refused to do anything to accommodate me, claiming that he couldn't keep moving me to other rooms because it was "too much" on his housekeeping staff. he then proceeded to say that only TWO people work as housekeeping, and they were overloaded because "30 rooms" had checked out all in that morning. meanwhile the rooms and the stairwell haven't been cleaned in who knows how long. they seem to only clean the lobby to keep up a first impression appearance. I had to answer an incessant knocking of a member of the housekeeping staff, misty, who was doing a visual inspection of my 2nd room, even though I had only been there one night and the paperwork says inspections are biweekly. she had no reaction to my complaint about the roaches, the only thing she wanted to confirm was that I was checking out. which obviously i was. dominic said basically there was nothing he could do for me, and my mom said we'd leave and ask for a refund, and he told us that would probably be best. he would rather turn away paying customers than do anything to help them. there's also no form of security there, there's only one person at the desk for an entire shift, even overnight.

horrible establishment. DO NOT STAY HERE! they claim that the roaches are because "it's florida, there are bugs." don't waste...

My husband and I have never been more dissatisfied with a hotel stay in our entire lives! When I checked into the hotel, the staff was horrible! When we checked in, Ladorne (who appeared to be the front desk manager) was having an unrulily emotional breakdown on her cell phone in which she was loudly cursing and discussing how she was just overwhelmed with her life. The other male staff member who checked us in didn't know what he was doing; he gave me the keys to the room and told me to have a good evening. However, I had to ask him what room we were in because he failed to mention or write it down. I also had to request a receipt because he did not provide that either. I also asked for the room taxes to be removed given I was there on government travel with the proper Tax Exemption form. I was told by Ladorne that she couldn’t assist as the appropriate staff that does that wouldn’t be in until tomorrow morning. While waiting for Ladorne to help him figure out how to print my receipt, she told the male staff member that there were some guests who needed to vacate their rooms tomorrow morning due to the rooms needing repairs. When asked what he was supposed to do with the guests as the hotel was fully booked, Ladorne became very frustrated stating that today was just busy and then had a verbal outburst of more cursing with crying to follow right in front of me!! I left the lobby after that because I was beyond appalled at this behavior; I’ve never seen someone be more unprofessional in my life! Fast food establishments have better behavior than this! Our hotel room did look nearly as clean as the pictures online, housekeeping never came to our room to provide fresh towels-tidy our room-turndown our linens, we found a dead roach in our room on the second day, the freezer leaked water, and the shower was barely cleaned (my husband and I wore flipflops during every shower) and the shower curtain had hair on it. The towels were also rather disgusting, we considered buying new ones to use after we realized that housekeeping had no intentions in attending to our room. What’s even more confusing is my husband and I both on several occasions saw housekeeping on our floor but they never came to our door, not even when we left the room! Instead, housekeeping was constantly heard and seen in the hallways laughing and engaging in what appeared to be horseplay. My husband also mentioned that while I was gone for my work training, several of the housekeeping staff made advances towards him! THIS IS UNPROFESSIONAL!!! In addition, all three nights of our stay the elevator was "down" and we had to take the stairs to the third floor with 3 suitcases and a dog; magically each morning the elevator was working just fine. All three nights the smell of marijuana permeated the hallways and there was several transients individuals lingering about and inside the property; we witnessed the police in the front lobby one evening upon our return from our anniversary dinner which happened to fall during this dreadful hotel stay. My husband and I were counting every second until we could check out of this hotel. There are some MAJOR changes that need to be made overall before we would recommend even our worst enemy to stay here. Extended Stay America will never have our business and we will encourage others never to stay...