Hampton Inn & Suites Jacksonville South - Bartram Park — Hotel in Jacksonville

Booked a king room, called ahead to make changes to a double queen. Was told it was not a problem. Arrived and received a king room, they would not change my room. Left because a king room was no longer an option that’s why I called and asked for a change. They could have easily changed it. Couldn’t get a refund because a manager was not on site and I won’t know if I can get one at all for 72 hours. So feeling like I was lied to and stolen from at this point. Really disappointed in this hotel. This is not customer service.

Email from manager: Hello Ms. May. I am writing regarding your points reservation with us for last Friday and the tumult that resulted. This reservation resulted in a perfect storm of errors, including some that you did not even know about before you wrote your careless review accusing us of lying to and stealing from you, libelous allegations that we do not take kindly. I would like to review the facts with you. You booked the points night for a room type that was not suitable for your needs. You then checked into the room on line, which resulted in the application of your points to the reservation. What you did not know is that we were in the midst of a Hilton computer log in crash at the time of your reservation, a crash that was not resolved for nearly 3 days. Even if we were able to access our computer system, which was challenging, we were unable to change any room types even if we wanted to, as our system was not seeing any room types other than what was on the reservation. Had you not checked in, we could have simply cancelled the reservation, as the Hilton representative asked us to do, even though he knew we could not do it after you checked in to the hotel. When we cancel a points night prior to check in, your points are automatically reimbursed to your account. As stated above, your expressed concerns were the result of your own actions and issues that were Hilton issues, not hotel issues. It is our opinion that it is up to Hilton to restore your points, as the hotel actually did nothing wrong here. We have advised Hilton guest assistance of our position, and told them that if they wish to restore your points, we are perfectly fine with it. You should reach back out to Hilton guest assistance and ask them to restore the points.

my email response: (I had to remove some as it exceeded review length) * The initial room was suitable to my needs, I called the morning of and asked the gentleman working if it was possible to switch to a 2 bed. He said that would not be a problem and yes. So with that being said I changed my plans and brought my niece under the assumption that he had changed my room to be fitting. Had he told me no, I wouldn’t have brought her & then it would not have been an issue. I would not have had to use 35k points just to leave and go next door and pay $220 last minute.

I checked in, the front desk did not tell me my room was a king (I assumed it was 2 queen as I was told it would be on the phone). As I walked in to the room I immediately called downstairs and said there was a mistake and I was told that my room was changed and the king room was not suitable since I changed plans after speaking to your employee.

So unfortunately, yes, I do feel like I was lied to and I do feel like my points were taken from me; when I talked to Hilton, they said that you are the one that could refund my points & you only. Also they said it would take 24-72 hours to hear from you.

But regardless Mr. Meisel, as a professional I would imagine your first response would be to apologize for the miscommunication on your staffs part not blame me for getting a room not suitable, it was suitable but what made it no longer suitable was the wrong information relayed which veered me to bring my niece. I myself can do nothing about a system crash, I’m sure that’s was stressful but as well it was stressful for me as well having no place to stay and appointments that I was late for due...

🌟 One of the BEST hotel stays I’ve had in a long time! 🌟

I’ve stayed in about 15 hotels in the last year, and this stay was easily one of the absolute best! From the moment I walked in, I could tell this place was immaculate—seriously, the cleanliness was next level. Everything was in its place, the upkeep was top-notch, and the room felt brand new. If I hadn’t known better, I would have thought I was the first person to ever stay in that room.

Now, let’s talk about the bed. 🛏️ It was HUGE! Not just “big,” but massive. I half expected to wake up and find myself lost in the middle of it. And then… the blanket situation. This is where most hotels fail miserably in my book. My biggest pet peeve is that hotels always throw on a single paper-thin sheet and call it a day—like, do they think I enjoy sleeping under a glorified napkin?! But not here. Oh no. Hampton Inn went above and beyond! I opened the closet and found two extra blankets—and one of them was basically a quilt! 🥹 A REAL quilt! That right there made this place feel one step closer to home.

If I had to find something they could improve on, it would be the fan situation. I like to run the fan all night for background noise, but they had that function disabled. 😕 Not a huge deal, but I definitely missed the gentle hum of the fan. Luckily, my white noise app on my iPhone saved the day. (Shoutout to modern technology! 📱)

Now, let’s talk breakfast. 🍳☕ First off, the coffee was actually good! (Rare for hotel coffee, right?) And the breakfast? Also very good! They didn’t just throw out the bare minimum—they actually put some effort into it, and I appreciated that.

Now, here’s the real kicker: the price. 💰 For the level of quality, cleanliness, and comfort I got here, I fully expected to pay more—but nope! Fantastic price. I told my wife three separate times during my stay how much I loved this hotel.

And hey Hampton Inn—if you ever feel like tossing a little future discount toward an overly enthusiastic guest, I wouldn’t say no. Just out here throwing five-star vibes ⭐⭐⭐⭐⭐ into the universe and hoping they boomerang back. 🤷‍♂️✨

Bottom line? ⭐⭐⭐⭐⭐ 11/10, will stay again! I usually just stay wherever seems and feels right, but after this experience, I’m keeping Hampton Inn at the top of my list from now on. I’ll be looking for this hotel anytime I travel, whether it’s a new city or a familiar one. Absolutely loved my...

I was going to leave a 4-star review, but after an overhead conversation between the GM and a front desk person by my wife and kid, they get two stars:

We stopped here on our way down to see the mouse; hotel is in a great location, lots of places to eat, lobby is clean and up-to-date, room is clean, bed’s comfortable enough, however, my daughter—who’s 14–took a shower around 9ish and said that the shower “sucked” because the water isn’t very hot. I shrugged it off b/c my daughter likes her temp setting at “lava.”

The next morning, I went to take a shower and she was correct: the water temp did indeed “suck.” Calling it “lukewarm “ would be generous.

Later that morning we went down to the lobby to get some coffee and juice and—while waiting for wife to make her coffee—I asked the front desk person, “has anyone else mentioned that the water temps are not that great?”

She said, “you know, you’re the second person that said that; what room are you in?”

I told her our room and we went back up to finish packing.

Came back down about 30 mins later, wife and kid left standing in the lobby with luggage and I went to pull the car around.

After we loaded the car and I hit the road my wife said that another person came done and complained about the hot water. A few moments later the GM came in from the back office and said to the front desk person, “it’s no one’s business about our water temps. They don’t understand that our hot water is not like the water heater at their home.”

That is unacceptable on at least two levels: First, do you, Mr. GM, think that I’ve never stayed in a hotel before and have no point of reference for how hot the water should feel? Second, you’re going to stand behind the desk in the lobby and insult the collective intelligences of your guests by saying (where guests can hear you) that the hot water temp—the one thing you can actually deliver to your guests as an experience—is none of our businesses?

You’re lucky I was not in the lobby when those words were said as we would have had loud words in your lobby.

For someone that’s supposed to be managing a business that provides hospitality, you’re not being very hospitable. Get out of your office and either you or your maintenance person go double-check the thermostat on your hot water heater and—if it’s reading at an acceptable temp—have it recalibrated b/c it’s obviously...