DoubleTree by Hilton Hotel Jacksonville Airport — Hotel in Jacksonville

First, I believe this hotel has much better potential that the night I stayed there. The front desk manager was very sympathetic as I had to remain in Jax an extra night at my own expense due to cancellation of an airplane flight. Its a very pretty hotel, kept clean, and the lobby is bright and quite nice, although there is minimal seating. They do offer Starbucks coffee albeit one must pay with credit card in the machine in the lobby but it is still a nice convenience as opposed to none at all, and no nearby trash container for plastic, sugar packets, stirrers etc. . My biggest concern was getting to the first floor room and noting a large roach by the interior work desk. I asked the front desk to switch the room, and that was done, but clearly the manager was most unhappy I had asked to switch rooms. I understood why. She felt rightfully so, she was helping me to find a room and at a reasonable price and should accept roaches. However, I really just could not accept roaches. I realize being Floridian for 25 years, this is truly part of our lives here, but in a really nice hotel, it just felt not alright. She did make the switch, and things were fine once the water and electricity to the hotel were restored which had gone out partially for an hour or two. I do feel in defense of the front desk manager, she was irked by the many unnecessary and unkind, short grievances from guests about the water main break and power outage, as that is out of her control and was returned in a few hours. The interior has more of an appearance of an older but nice motel than a hotel, so if that is important, if travel for vacation and not very quick business, one might want to note that. The room itself was lovely, quiet, clean and pretty. The shower was not a stall, but a tub with shower head, a bit dated for this day and age but fine especially if one enjoys a bath in a standard tub. They do offer an outdoor pool and it looked very pretty at night. They also offer complimentary shuttle service to the airport every 10 minutes, and the airport is about two minutes away which is very nice especially after flight cancellations. Unfortunately due to my own stressors, I accidentally left my iPad in my hotel room and one front desk manager was very helpful at giving directions the next day to email the hotel manager a pre paid UPS or Fedex label so they could send it to me and I was extremely appreciative, although the hotel manager the next day explained he would have preferred Federal Express and that he would have wanted the company to pick up the item, so I did return to UPS online, and add the additional service even though the front desk manager had insisted the day before that I not do so and allow the staff to bring the item to a UPS location. A bit of misunderstanding between staff, but something they can work out since its probably fairly common for guests to occasionally leave an important item behind. I was certainly glad the item was not lost, or retained, and being returned, although I did feel the main hotel manager seemed, per our phone conversation, to certainly be somewhat annoyed at being of assistance during the entire process, something I honestly did not understand as I had tried to do exactly as instructed. Overall, had the issues described not occurred via lesser communication, problems with pest control, a credit card operated coffee machine, and more motel like appearance, I could have given the hotel 3.5 stars however in the light of the events I can honestly only give 2 stars, something I despise having to do, because they were truly trying to accommodate me initially, however that initial helpfulness gave way to more of an attitude of minimal tolerance and impatience over pest control and communication with the managers via returning a retained computer device, rather than wanting to be truly courteous and...

Purpose of trip: Business

To begin, rating the room and service was difficult because there were individuals at the front desk that went above and beyond to make my stay a great experience. Thank you Latoya, Cantrell, Tranika, Ami, and Yvette. In the restaurant bar, special thanks for exceptional customer service from Dominique, Mark, and Holly. The breakfast and dinner hostess were all great as well. Excellent location near airport and within 2 miles of shopping.

My ratings are based on the following actual events for the 1st and 2nd week stays. Room was not fully cleaned when I arrived to room after check- in (hair in tub and around top of sink) -Some cosmetic work is needed in room -Air-conditioning is very loud and can disrupt sleep when it clicks loudly and turns on. -Outside area is nice. As a non-smoker, would suggest isolating an area at least 20ft from doors. Unappealing to see cigarette butt's on beautiful patio because people are too lazy to use the ashtrays provided.

1st Week: -On Day 2, I removed the Do Not Disturb tag to have room cleaned. The evidence of crumbled garbage that remained on desk near t.v. when i arrived back to room late afternoon validated that the counter tops were not cleaned which made me question if anything else was cleaned, with exception of towels being replaced. -As requested by front desk, I asked that the room be cleaned again the next day. Unfortunately the same crumbled garbage on desk was still there. Again counters not cleaned. Also, when I laid out the "alledged" replacement towel used for stepping on out of shower had a dirty footprint on it.

2nd week: Monday. Because of the room cleaning issues in week 1, I purposely put the Do Not Disturb tag back on the outside of my door and went to work. Leaving all of my jewelry and other valuable items on the long table near sofa chair. When I arrived back to my room late afternoon from work, I was shocked to see towels sitting on top of the counter in my room. I DID NOT REQUEST TOWELS and had the Do Not Disturb sign outside my room door. In a panic, I notified the front desk (Cantrell) and checked my personal items to see if anything had been taken. I am still taking inventory of my things to see if anything was taken. The fact that an employee still entered my room with the Do Not Disturb sign on the outside door handle (clearly visible) is HIGHLY CONCERNING and UNACCEPTABLE. I advised the manager Jeremy and was told they will look into it. This situation left me feeling completely violated. This violation of privacy now requires that I lock up and/or bring all of my valuables with me when not in room. What is even more upsetting is the accusation from housekeeping that I requested more towels. Which is 100% untrue. I've contacted the General Manager, Katie VanderSluis, because this is now a cover-up by housekeeping of their negligence.

Honestly, in my 35+ years of travel, I have never experienced an instance such as this. This is beyond disappointing especially because of how impressed I was when I first walked into the lobby when I arrived on Tuesday and the relentless kindness shown to me by the front desk and...

Never in a million years will I stay at this location again. After being roomed in room 507 . Where the rooms are clearly not to date . The shower knob in the shower was broken. It needed a new diverter which was stopping the knob from turning all the way to hot. Which the water only turn to lukewarm. On top of that it took up to 15 minutes to even get warm. The manger on staff Tranika was not accommodating at all. She states there is not much I can do. I then stated I appreciate if you can find us something the same or better . She then says I can give you what I have. She then switches us to another room where now the pipes have been knocking for over 2hrs now. I just want to sleep and relax at this point. I call to tell her about this issue. There is no empathy what so ever . She then goes to say it seems as though that nothing she done has been worthy of. Why would a broken shower knob and water that doesn’t get all the way hot. Then another room with knocking pipes be acceptable. No it’s not worthy of. Ask yourself this question would you want to sleep somewhere like this. Especially somewhere your spending money for. I then record the loud banging noise in the room. I go down to front the desk so Tranika can here it for herself. She says there is nothing I can do. “ It’s raining that’s why you hear this noise”. Ummm no I shouldn’t here leaky pipes because of the rain. At Hilton hotel at that. I have stayed at many hotels and never have been treated in such a way. She also goes to say and you know that room you complain about that didn’t have hot water. I have someone staying in it now. I said I never said the water didn’t work. I said it doesn’t get all the way hot the knob is broken. Excuse me for wanting a hot shower. It took everything in me to not say anymore. God in me is stopping me from posting your picture under this review so the world can see the disgraceful staff. The nicest person was the engineer who agreed to both of the issues I had. Who stated that knob needed to be changed but he didn’t have the part to fix it. Ending of the story nothing was resolved and she told me. To reach out to her manger on Monday. Which is the same day I’m checking out. As being in leadership I personally would reach out to my manger to see how we could accommodate the guest in better way. Tranika unfortunately couldn’t care less. If you don’t like your job go somewhere else. There are plenty of other people who would love to have. You really don’t need to work with people . Your attitude was truly horrible. Telling me I can check out if I like. Hilton do better. Embarrassing...