Holiday Inn Express Jacksonville Beach by IHG — Hotel in Jacksonville Beach

Most hotels hold funds for incidentals ($50).This hotel authorized my card for $213.44 when I checked in , this included room tax and incidentals. They then proceeded to charge me $163.44 after they already had a hold for $213.44. Im under the impression that the hotel was payed because the funds were removed from my available balance. I also thought that it was pending because they would refund me $50 (incidentals) 5-7 buisness days nevertheless the money was already deducted out of my balance from this hotel. After hours of back and fourth with IHG, Navy Federal and the hotel manager I learned that they placed a 5-7 buisness day hold on the cost for my entire stay (room+ tax+incidentals = $213.44). Normally the AUTHORIZATION (PENDING CHARGE OR HOLD WHERE FUNDS ARE REMOVED FROM CUSTOMER) would be for INCIDENTALS ($50) only. When I checked out the system automatically charged my card for $163.44 (cost of my stay) but It was declined. I specifically made funds available on this card only for my hotel as I was traveling for school and my bank account stated they already had the funds. The hotel proceeded to harass me as though I did something wrong when they're the ones that authorized my card for more than it should've been. So when they charged it the funds wasnt available and I would have to wait 5-7 buisness days for the full amount of my stay to be returned into my account. Now the manager said she'll give me until friday before she takes legal action against me and that should be enough time for the bank to process the funds back into my account. The lady is very rude and nasty and dont know how to treat customers. She was very derogatory in her speach as though they didn't make the mistake and keep stating that "she wasnt the front desk agent that did it" and told my bank "I dont know what kind of activity this lady does by turning off and on her credit card when we're trying to charge it". My bank was on the line to state that the funds were already pending in my account but the hotel keep insisting they didnt have any pending transactions. Of course there wasnt any pending transactions in their system because it was an authorization so upon check out it was released. I would have to wait until it gets back to me in a few buisness days. The manager then belittled me by saying that " if the money is released from us during check out it has to go into space and process in a million pieces which takes time to get back to you but that doesnt change the fact that you have an outstanding balance". Working in the hotel industry her response should've been " ma'am im sorry that one of my agents made the mistake of authorizing your card for the full amount of your stay plus tax and incidentals and this may have inconvenienced you for 3-5 buisness days." The manager insisted that it is in their policy that they can put a security deposit for however much they feel like. Do not trust this hotel. The service sucks the glass shower has streaks from the water and mildew accumulated on it ( i had to switch rooms abd both showers were the same) the first room smelled like pee! Dont waste your time here! Brandon is the nicest person there the other ladies dont care. I had to call multiple times for towels because the lady forgot. The last few things I mentioned were minor to me but after spending a day of dealing with this days after my stay ended I just thought I should warn folks. The property and location is nice but the people behind the place are the...

So I had to give everything a five star the hotel itself is nice didn’t have any real issues. Breakfast was great room was clean bedding was clean just a couple things that bothered us after we checked out today on march 10, 2024 was number one I called to extend my room the night before and they charge me a different price and once I ask could I get the same rate that I’ve been getting because others had matched it? I was told I couldn’t that sucked but I went ahead and paid anyway. I was only supposed to stay a day we just relocated back to Jacksonville and the kids school was very close. We was only waiting on our house to be finished. But This morning I woke up, tried to extend my room and I am not for sure if She was just ready for us to go or what but it was just a lot of weird stuff going on all of a sudden . I was told they needed to collect a payment of $580 and most of my experience with staying at hotels if you use a credit card they hold a authorization for whatever amount the room is and money comes out of your account and it’s held. However she was not letting up I called my card company (Cash App) which I didn’t know cash app Work a little different (From what the young lady said ) I used them before and ver had an issue but my fault but they knew and I felt like if they know cash app isn’t good then warn your Customers it has issues. A lot could of been avoided or handle differently.But however , make a long story short cash app told us that they could put the money back on my card right then and there but they needed the hotel to write a letter saying that they closed out and that the balance was zero and however after she call her manager, they couldn’t do that but however, I thought it was pretty messed up I told the young lady I had to be at work and she basically told me I couldn’t go nowhere she needed to resolve this and I had wait but after I felt like it was just more of them (hotel manager)or that particular young lady who just was ready for me and my family to go idk or Maybe they’re not used to having people stay as long as we stay , but again I’m not sure this is my first time staying at this particular property but we was supposed to stay only one day I just got comfortable once we got there because it was so nice and everybody was polite and nice. But today was very different so I recorded the whole conversation because it was just something different about the whole thing with this individual today. Even after contacting and having cash app support on the phone, the guy was trying to give her instructions on how it could be released, but she was trying to prove him to be wrong so when she seen it didn’t work it she told me I can check out after saying she couldn’t even check me out because of this payment (The cash app agent even said he didn’t understand what she was doing . but pretty much I said all that to say this just don’t use your cash app card there and maybe they should make a posting or just tell everybody don’t use cash app cards at all because today has been a long day trying to extend my room and again I’ve used cash app for the last maybe four days of my stay and I had...

April 19, 2025 at about 11pm we arrived to Holiday Inn Jacksonville Beach from Washington DC by driving. I reserved the room in advance excited about the stay and how close it was to beach. Upon arrival Michelle seemed a bit off due to be asking what my total was for the room before adding the $50 incidental, she said she didn’t know she can’t see it because it was on the screen where I place my card in. Then she said wait never-mind it cancelled out, now I can tell you and she then let me know. She was flustered about my question about price, but I proceeded and said to myself, (it’s ok, it’s late). My brother and I then got the hotel room keys so we can go check the room before getting my Mother out the car.

We got to the room, my brother and I always check the room and beds due to previous stays encountering bed critters. As we checked the corners of bed we saw a huge coffee stain and used floss pick and some sort of red dot on side as well (see picture and video attached). In that moment we said oh no we need a different room or maybe this can be quickly cleaned or replaced.

We went back downstairs to let Michelle know and she said: “Oh, I’ll check the room”! We went up there with her and showed her what we saw. She immediately said: “oh there is no way I can do a discount the room is clean!” “And it’s completely full here.” She assumed we wanted a discount, we just wanted a new clean room or for it to be cleaned. She didn’t get the floss up or even Try to get it clean or clean it. It was very weird and dismissive. Michelle also stated that the housekeepers wouldn’t see that, & they don’t go under there and that we went looking for something. That’s was inappropriate for her to say and it was not the case. We had an issue with bed bugs at other hotels, and didn’t want that issue here so we checked. She said we can leave if we want, and I then said well I don’t want to be charged for not staying and she said I’m giving you the option to leave no charge.

We then went outside to ask our Mother what she thinks and showed her the pictures. My mom was upset and tired and said no that’s not right or clean. We went back in to let Michelle know we are deciding to leave and she said okay I will cancel this out now and you are free to go.

I said ok may I have receipt showing we cancelled please and she then said there is no receipt. It’s canceled. I said ok but I need some type of paper or email documentation for myself and my bank. She proceeded to say it’s nothing she can give no email to me either. She did give a confirmation number for me to write down. I had expressed to her she seemed very mean about the whole situation she didn’t apologize for that inconvenience or anything after we traveled 12 plus hours.

She then walked away from us and said: “I’m not arguing with you guys, goodnight “ and walked to her back office. My brother said we not arguing, we are having a conversation with you.

She was extremely dismissive it was not nice at all very...