AC Hotel Jacksonville St Johns Town Center — Hotel in Jacksonville

Booked a room here for a birthday getaway. Checked in this afternoon and noticed that the bathroom was not properly cleaned. There is hair from a previous visitor on the bathroom floor and on the bed linens. I notified the front desk and asked that our room be cleaned while we left for dinner. I didn’t want to move as my husband had already began to unpack our bags. We returned a few hours later to find that housekeeping changed the bed linens and provided additional towels but the same hair was still on the bathroom floor so the room wasn’t CLEANED. I returned to the front desk and showed photos of the hair still on the floor. While we were provided another room down the hall, it was smaller and not to our liking. At the very minimum we should have been provided a comparable room for the inconvenience and for such poor follow through. I shouldn’t be further inconvenienced when our room was not cleaned even after bringing to the hotels attention and being told that our room would be cleaned. As a Marriott gold member, I expect better service and accommodations for my loyalty. Even more so with such poor service. During all 3 interactions with the front desk attendant was warm and kind to others being assisted before me, but that warmth and kindness disappeared each time I interacted with her. She made accommodations and thanked someone before me for their loyalty to Marriott but I did not receive the same level of care and kindness. This appears to be a nice hotel when you step into the lobby, but this has not been a pleasant experience and the customer service is lacking. I typically love staying at Marriott hotels and intentionally seek newer hotels for nicer rooms. This has been a very disappointing experience. **Notice the time stamps on...

The hotel is grossly dirty. We arrived at our first room and there was a hair and toilet paper on the toilet. The floors were dirty and the rug was clearly dirty and hadn’t been vacuumed. We called down to the front desk and were told the cleaning supervisor was coming up. We stood in the hall and waited. She brought us back into the room and asked what the problem was. She picked up the toilet paper directly off the toilet and took the trash out of the trash can. She never said a word about anything and brushed everything off. Never apologized. Just called down and asked for a different room. She then walked us to the room with toilet paper and trash in hand and showed us in. Never washed her hands. Still never apologized. Just walked away from there. I wiped down all the surfaces as it was clear that cleanliness wasn’t a priority. Wiped crumbs from the back of the desk area and marks off the doors. We went to a meeting and came back to relax for the night. Around midnight we went to get in bed and I pulled the sheets back to find a a stain. A blood stain on the unwashed mattress cover to be exact. It was dark enough to show all the way through the sheets. I let the hotel know only to be asked if we wanted new sheets… nope. I’d really rather sleep in my car at this point. I’m in my pajamas and so far nothing has actually seemed clean. I was told they’d give us 10,000 points…… I can’t even imagine trusting the Marriott after this. We’ve been longtime customer and members but this is beyond disappointing. My husband found an extra comforter in the closet and plans to sleep on top of the bedding with that… I plan to just not sleep. I’m too disgusted. I’d highly recommend no one stays here until they are properly trained on how to...

I’m writing to express deep concern about my recent experience at the AC Hotel in Jacksonville. I arrived around 2:15 AM, after a long drive from South Carolina following a family funeral, only to find the hotel completely locked with no one at the front desk and no answer to multiple phone calls.

I waited outside for over 30 minutes, unsure if I would even be able to get in. When someone finally opened the door, there was no apology or acknowledgment of the situation—just a casual, dismissive comment: “Oh, the door is locked.” It felt like my presence was an inconvenience rather than being treated with even basic hospitality.

Unfortunately, things only got worse. The room I was assigned was a handicap-accessible room that hadn’t been cleaned—a clear oversight. When I went back downstairs for help, there was no one at the desk, and again, no response to any calls. I was left completely unsupported in the middle of the night.

This experience was incredibly frustrating and disheartening—especially given the circumstances of my travel. I’m not someone who usually complains, but the dismissive attitude, lack of professionalism, and absence of even the most basic service cannot be overlooked. I sincerely hope this is addressed with urgency and that steps are taken to prevent this from happening to anyone else.

I am kindly requesting a follow-up from a manager regarding this matter. I believe this deserves serious attention, and I would appreciate the opportunity to speak with someone directly about what occurred.

Thank you for your attention to...