Courtyard by Marriott Jacksonville Flagler Center — Hotel in Jacksonville

Check in staff was in too big a hurry to see if I could get a room on a higher floor as requested in my online reservation. I was there at the earliest check in time and just told there were no other rooms available. When I asked to speak to a manager about this and the lack of response on the poor t.v. reception in my room, I was told they had a large group coming in later so no other rooms were available. Since when does a hotel hard reserve rooms with no consideration for a guest currently there and checking in? There was no pre-arrival room selection offered. Some hotel brands, email you the day before your check in that you can go ahead and select a room for your stay. This gives the guest more power over his/her location as I like to be on a high floor away from elevators and stairs for a more quiet location. This is not available here and the staff were giving more consideration to a large group that hadn't even arrived than making any attempt to meet my needs. The t.v. reception was poor with only 18 of 51 channels being digital reception. I was told this was due to an update needed from their satellite t.v. Provider. Yet the 33 channels that were not digital, didn't even have a clear picture as there were diaginal lines through each channel's picture and were formated in old style 4:3 display unless I changed the aspect ratio which only made the analog picture look worse. This location has a small bistro in the lobby but it closes in the middle of the day. There is an Applebee's and Starbucks just east of the hospital entrance and many shops to the west in Bartram Plaza (Panera Bread, PDQ, Hurricanes, Zoe's Kitchen, Publix, etc.) but nothing immediately within the hotel other than a mini-market in the lobby. I wouldn't recommend this location for more than a night's stay due to the t.v. And food options. The fitness center is tiny and while the location right off I-95 is convenient to Mandarin and area shops and attractions, there are other hotel brands that are better suited and do not have the same service and t.v. issues...

During the night, I went to the bathroom. I used the phone on my light as to not wake my son or mother-in-law or cause me to be jarred by the bright light of the bathroom. I noticed a glare on the floor around the toilet. Because I have a son, I know that glare. There was a significant amount of dried urine around the toilet! Because we'd only checked in a few hours prior, I knew it wasn't any of us. I cleaned it up and lied back down wondering if my son did it. Then, I realized that I would've stepped in a wet puddle because I'd used the bathroom after him when we intially entered the room (room 318). So, therefore, I was absolutely certain it wasn't us.

Several hours later, during the six o'clock hour, I reported the matter to the attending desk clerk. She noted the issue and assured me that she'd forward my complaint on to the housekeeping supervisor (if they happened to come in to work on that day). Then, later on after returning to the hotel (I requested a late check-out of 1:30 p.m.), I noticed our room was being cleaned and stripped prior to my request. Luckily, the housekeeper left the room open and I was able to retrieve the chips my son left and do another quick once over to ensure we didn't leave anything behind. Prior to leaving the hotel, I made another stop by the reception desk and spoke to a very unapologetic, seemingly uncaring attendant. She confirmed that my complaint was noted and someone would probably get back to me and provide some sort of refund, or most likely apply points to my account. However, I am stil awaiting contact from a hotel representative.

Side note, the bathtub didn't look at its best, and I was just going to suck it up, as it was just a one night stay. Mind you, I have worked for Marriott, as well as, a hotel management group. I know the challenges of getting things right and making things right. This stay was not that. Marriotts are held to a high standard and I was and still am extremely...

I made a reservation for our family traveling from South Carolina. My wife and young boys left the day before. I contacted the hotel and let them know my wife would be traveling ahead of me with the children and that I made the reservation. I left them my number and told them to contact me if there are any issues. They said "no problem". They said she would be added to the reservation and would need an ID and credit card for incidentals. Upon check-in, they did request the ID and credit card (normal). My wife provided, unfortunately only having her debit card at the moment. Well, the debit card was declined as they were pre-authorizing the entire stay. After explaining to them, it was my reservation and they had my credit card already on file to make the reservation and leaving my phone number to contact in case of any issues. Cody CarcelMunce checking her in discarded all of that information, instead making an extremely awkward moment in the lobby. Then not allowing my wife to check in until slowly understanding what was happening. I'm guessing absent minded or insensitive to families traveling. One look at my reservation would've shown I am a Bonvoy member for nearly 2 decades. It's sad to see these brands falling apart as a result from the current available workforce. After my second contact to the hotel, after making the reservation online with my credit card and Bonvoy number Cody advised I would need to fill out a form to release her card they had on file. Cody had my phone number at check in and could've contacted me as all the notes were in the system. But I did the follow up as he discarded the information and I was able to get the situation resolved.. Cody seems to make a great gatekeeper and maybe not so much suited for the hospitality industry. Unless this is a reflection of the management at the location. Regardless, it would be...