Embassy Suites by Hilton Jacksonville Baymeadows — Hotel in Jacksonville

Our soccer team had a tournament in Jacksonville for the weekend (18-20 Nov) and this was what we thought would be the better of the 2 hotels we had to choose from. Upon arrival everything seemed to go well. Our room was clean and the building is beautiful. When we reviewed the 'legal' documents, the front desk staff let us know that only 6 people were allowed in the pool at a time, 45 min time frame, and it must be reserved. As the soccer coach, I went down to speak with the front desk staff about this information, as we were here for a tournament and they booked us under a group rate, a new it was a team arriving. I waited to approach the front desk until they were not busy with check ins as not to hinder their ability to do their job. When I found a moment of calm for them, I approached the desk to be confronted by a worker who was snarky and acted like I was inconveniencing her ( Becca/Becki ?? was her name - red hair). She was extremely rude and did not allow me to finish my sentences when trying to explain our situation and to find out the regulations they had in place. She dismissed me and to keep from any additional confrontation I walked away. The next day, one of my parents let me know that they spoke with someone that morning ( different employee) who was respectful and said we could reserve the pool for our group of girls to be able to relax. We set our reservation and went on with our day. Come time for our reservation, We went to the front desk and received the pool key. When we opened the pool area - it was NOT what was explained or expected. There was a group of 15-20 people in there swimming and playing already. As our girls went in, no one else left the area. While in the pool area for our reserved 9-945p time frame, multiple groups of people came into the pool and began swimming. The reservation aspect was a surprise and a slight inconvenience, but if I am reserving the pool for our group at that time I expect the staff to enforce this reservation rule and require guests to as well. They did not. It was crowded - and the other groups of people had trash and towels all over the floor. IT WAS DISGUSTING!

At 945p ( when our 'reservation' was over) our soccer group, went to go leave, but there were no towels. I went to the front desk and asked if there was a way to get pool towels and they let me know " we are already on top of it". Fast forward 20 minutes - there is still no towels and we are now over our time limit. Our children all left the pool area and went to our rooms wet without towels. Let me also go on to say - the group of people that were in the pool area when we arrived - were STILL in the pool area when we left!

The experience at this hotel was sub par. The staff that we experienced ( mainly one woman) was extremely rude and should not be working at the face of the business - or there at all.

We were treated as if we were an inconvenience and then when attempting to abide by their requirements, are met with the exact opposite. Not only did myself, and other parents from our group receive this same disrespect - other people we met in the line or in the common area had the same experience this weekend.

Although beautiful - I do not recommend this hotel stay, especially for groups/ teams / anyone that wants to be treated with decency.

Please try to do better!! You...

I had previously reserved and chose a room at Embassy Suites Baymeadows Jacksonville on December 24th. Arrived that evening. Checked in and went to the room. When I walked into the room, there were wet water marks from glasses left on the table. The bathroom appeared to have been recently used. Everything at that time seemed to be ok. Went down to the bar, the restaurant was closed, to get something to eat. Ordered a hamburger and told the bar tender not to put it on my room. I paid with my credit card. The next morning, I discovered a blood stain on the top comforter of king bed. The pullout couch sheets were not clean and the pillowcases had makeup smudge marks on them. Obviously the room had not been cleaned. The floor was not swept and the room needed to be dusted. Went down to the desk, Christmas day, advised the desk clerk about the room. I even showed her pictures so she didn't have to go look at the room. She said she would have the room cleaned. We were gone the entire day. When we got back to the room, the only thing cleaned was the pullout couch had new sheets on it. None of the dirty sheets were removed from the room. Called the desk and they sent up a blanket for the king size bed that was "melted" together (not sure how that happened) and looked to be about 20 years old. Also, they sent up a top sheet that fit the pullout couch not the king size bed. Checked out on the 26th. Received my bill via email later that day (next time I will be requesting a receipt at time of check out) and realized that I was over charged for the room and double charged for my meal (was billed to my room and I paid for it on my credit card). Called Embassy and was told it would take time for the credit card to see the complete charges even though Embassy showed a higher amount of their receipt. Called the next day because charges were not adjusted. Was told a manager would call me back. After not hearing from a manger, called again. Was told someone would call me back. The following day, I finally was able to talk to the finance manager that advised she would not only remove double charge for my meal but would removed the charge completely for the dining bill and give me additional points to compensate. I did receive the additional points and one of the charges for the meal was removed. However, I was still charged for the meal that was attached to my room. I have left 2 messages for the finance manager to return my call. Hopefully we can get this resolved soon. We have stayed at this Embassy several times in the past and never really paid much attention to the charges that were billed. From now on, if I walk into a room, I do not care how late it is, and the room is dirty I will request a new room. Also, I will be requesting a copy of my receipt before I leave the hotel. If it is not accurate at that time, I will ask for a manager to make the corrections then and there. No one should have to go through so much in order to have a good night sleep. My post it to alert people to check their receipts and to make sure you are only paying for what you have requested. Keep in mind, if it happened to me, it has...

We were in town for a soccer tournament along with our league from central Florida. As many do, I googled the hotel for reviews, amenities & restaurant options. Yelp had a 2.5-star rating with mixed reviews, however we were expected to stay together as a team per our coach so I was optimistic & would formulate my own opinions once we arrived.

We arrived the evening of Friday Sept 30th with a smooth & welcoming check in process. The hotel was spacious & inviting as was our room. We enjoyed a complimentary cocktail at the bar & headed out to dinner with our group. After a restful night's sleep & a good complimentary breakfast the next morning before our game, the children had the opportunity to explore the hotel, play board games in the atrium & even take advantage of the gym with no incidents. That evening after a long day on the field we returned back to the hotel as a few of the girls were eager to take a dip in the pool. While the girls were getting their suits on, I quickly ran to the laundry room to launder the uniforms. The machine would not open nor let me proceed with starting it once the clothes were placed inside. At this time my phone died & I became separated from the girls who had left looking for me. This is where the night took a turn for the worst.

I then left the machines to get assistance & saw the girls from the balcony with a very angry looking woman waving me over to the front desk. Once there, I was told the children were roaming the hotel & that this is not allowed repeatedly by Brandy the manager. She also made me aware I would be asked to leave the hotel if this happens again. It was difficult for me to even explain why the girls were unattended as Brandy didn't seem to want to hear anything. I also explained that this was the first time I had been made aware of this as I had seen many other children walking the hotel unaccompanied since checking in. Additionally, these are not toddlers or small children but 11-14 years old. I was now being told again the kids could not be unattended while she smacked her hands together speaking to me! Flabbergasted as I could almost not believe how I was being treated, I told Brandy she was being incredibly rude & her reply was, "You are just saying that because I am African American".

This here hit a nerve & hit it hard! I couldn't believe she could or would say this in defense to her behavior. I was being thrown the race card because of someone else's lack of professionalism! Coming from the hotel manager, I was speechless. This had nothing to do with race but had everything to do with professionalism, a little grace & compassion for not only a customer but a mother who had a long day & trying to juggle a million things. If she would just stop & listen to me I kept saying to myself in disbelief! Days later I am still deeply hurt, frustrated & embarrassed that I was spoke to in such a manner & in front of my daughter & her friends.

No correspondence a day after sending a letter to the Hilton. Sent...