Hampton Inn & Suites Jacksonville-Airport — Hotel in Jacksonville

Room was tidy but very dusty. In particular, the curtains and the fan were dusty. Upon turning on the heat/AC fan, dust blew out of the fan, causing one of us to have an allergy attack that lasted more than two days. The sheets appeared clean except they had stains. Hotel sheets should not be reused if they have stains. The bath tub spigot was coming loose from the wall. I called the front desk to report it and to let them know it was already like that when we arrived to the room so I should not be charged for that. The person who answered (Maria) indicated she would make note of it so I would not be charged. Although what happened later makes me wonder if she actually reported it.

The desk phone was dirty. It looked like it had never been cleaned. There were dirty smudges on the lamp switch and the pull-out tray underthe bedside desk was also dirty.

The sign in the bathroom indicated cleaning would be done upon request. While reporting the loose tub spigot I also requested the bathroom to be cleaned out and fresh towels given. The person who answered (Maria) did not have a nice tone, and said the housekeeping had shorter hours due to the holiday. The holidays are a busy time for hotels, so I couldn't understand why this particular hotel would shorten housekeeping hours during one of the busiest times of the year. The holidays are all hands on deck time at hotels, not a time to go home early. Maria said I'd have to go downstairs for fresh towels. This was totally opposite from when we checked in. The gentleman at the front desk during the night shift was helpful and brought what we needed to our room. We had needed extra towels and he even brought us some Lysol wipes. I had also asked Maria for a razor, since the bathroom sign also mentioned this in complimentary items that could be requested. She confirmed they had them available, so I sent my boyfriend down to get one. He brought a fancy Venus razor and said he paid for it. I told him they were supposed to give him a free one. So I called the desk again and asked why he was charged. Maria answered and said that particular razor was not among the free ones. So I let her know I would be bringing it down for a refund since she had told us they had free razors. She said that would be fine. I went down and requested the refund. Maria said she processed the refund. She would not give me a receipt when I asked for one, and told me the refund would appear immediately via Apple pay. I asked if she could take a picture with it on my camera phone. She ignored me and proceeded to ask the patron behind me if he wanted a check out receipt.

Later that evening the refund still did not appear in my boyfriend's Apple pay account. I went down to the front desk again and spoke to a different lady (Siobhan) regarding the refund. She was a lot nicer than Maria, and printed some screenshots of the transaction. It turned out Maria had refunded the wrong account. The refund went to someone in a different room. Also we discovered Maria had tried to charge my room for the items instead of letting my boyfriend pay for them. Siobhan said there was nothing she could do and we would have to speak to the manager in the morning. The manager was courteous and refunded us in cash since it was only either $3 or $7. Maria did not provide an itemized receipt during the purchase either, so we don't know if she charged the correct amount or not. Also the manager was able to print my checkout receipt since the Hilton app indicated it was emailed and but was not.

Fridge, microwave and coffee maker were provided. Fridge and microwave were clean. We did not use the coffee maker. Breakfast buffet was okay but there was no good vegetarian or vegan options. Waffles, cereal, 2% milk, scrambled powdered eggs, potatoes, some kind of pork, bagels, toast, and juice. And some fruit that did not look very appealing. They had plenty of juice except they were out of...

My experience with Hilton has been nothing but a headache and unprofessional. You can save yourself countless hours by choosing another hotel chain. I made a reservation in June for a stay in November. I never received confirmation of the reservation, so I called Hilton. They had made my reservation with an incorrect email and incorrect spelling of my name. After talking with 2 different people this was told to be fixed. I still did not receive confirmation of my reservation. When I called in July, I talked to 2 different people again and spent nearly an hour on the phone for someone to find my reservation. At this point they also assured me a problem with my reservation would be rectified and they were going to send an email to the hotel I would be staying at and should expect a call back within 3 days. I called the hotel 2 weeks later, as I never got a response. They had no idea what I was talking about even after I provided them with a Hilton guest assistance case number. I did finally receive an email from the general manager of the hotel informing me that they needed to hear from Hilton Reservations directly to satisfactorily rectify the problem, and I needed to once again initiate that. Clearly indicative of their lack of communication within their company, and unprofessional mannerisms, I was forced to once again call Hilton Reservations myself to get them to follow up with the hotel on what they already said they would do. So, this morning I called Hilton Reservations again. The representative I talked with today would not rectify the problem stating “there was nothing she could do.” This is even though a previous representative assured me it would be done. She did inform me that she was the manager, she could not transfer me to anybody higher up as she was the highest up, that I could not get transferred to the previous person who said they fixed the issue, and that my only option was to call back to try to get connected to a different representative to try to rectify the problem. Save yourself a lot of headache and choose a different chain; I’ve traveled countless times and never had such a hard time even just to simply locate a...

I am not a person who normally complains but when something is seriously wrong I feel it's proper to report the problem.

Last night a friend's daughter drove from college in Daytona up to Jacksonville to get out of the way of Hurricane Milton. Her father had reserved her a room at the airport and she arrived around 6 p.m. Jacksonville was at that point full up with people trying to get away from the storm.

When she went to check in she was told that she couldn't because she was under age (4 days shy of 21). There was no dispute whatsoever that she had a reservation, that it was paid for, and that she was the person checking in. The clerk nevertheless refused to let her check in because of a hotel policy that only those 21 and over can do so.

The student is from Colorado, not from Florida. It was just by pure luck that I (a friend of the family) happened to be in Jacksonville. I went to the hotel to try to unstick the problem, but the clerk steadfastly refused to let her check in. "So there's not question that she has a reservation, that she is who she says, and that the room is paid for?" I asked. Yes. "And yet you are going to turn this girl out in the street when you know that there's nowhere for her to go, with a hurricane approaching?" "That's our policy," she replied.

"I'd like to talk to a manager," I said. "No manager is on duty," she informed me. She did not offer to contact one.

In the end I took the student to my home and let her family know she was safe. She was also informed by a Hampton/Hilton reservation agent that, on top of everything else, she was still being charged for the room that she was not allowed to occupy.

I have basically no idea what kind of employee training and management this Hampton Inn has, but if you are leaving a person with no agency, no consideration for exceptional circumstances, and apparently no common sense in charge, this hotel has very serious problems. The Gibson Family are owed a deep apology, and the hotel should re-examine both its policies and its training curricula. Just...