Holiday Inn Express & Suites, Jacksonville Town Center — Hotel in Jacksonville

THE WORST hotel experience I have ever had. Please read before booking! I am still shocked by the treatment we received, the nasty beds and the lack of any apology. ||||We arrived after a 9-hour drive, ready for a place to rest before continuing on to Orlando. The lobby was empty, and when my youngest son (who enjoys filming vacations) was recording the space, Ashleigh came out from the back and said “oh don’t film me,” which he was not even close to doing. I gave her our info and politely asked if any upgrades were available as upper level IHG members we are eligible for. She immediately responds with “No, but I can just check you back out and unfortunately you’ll lose your points since you’ve already checked in, but you can find somewhere else that suits you better.” I was stunned. I told her it was fine, we just like to check.||||Once we got to the room, I checked the beds and found what looked like blood stains on one side. I went back down and asked if we could just have clean bedding sent up. She asked if I wanted a different room (important later), and I said no need, the rest of the room seemed fine.||||She came upstairs with a housekeeper and new bedding and said she needed to take pictures to document the issues. As I showed her the stains, she started tossing items from the bed to the desk, breaking a lamp in the process, which she angrily blurted out "well I broke the lamp but that will have to be a tomorrow problem. When the mattress was lifted, she found even more stains and she promptly left without another word.||||A few minutes later, the room phone rang. I had to step over the mattress which was half way off the bed and on the floor to answer it. Ashleigh said she had spoken to the manager and they thought I would be happier somewhere else, so they would refund my points. I never asked to leave, never even asked for a new room, and was never rude, so this was an odd thing to call to say. I explained we were tired and due to it being the week of July 4th, it would be hard to find another place last minute. I said we’d stay if they could just replace the bedding and provide a mattress cover. She hung up.||||Moments later, she came back to the room and asked to speak to me in the hallway. She claimed they were now fully booked and couldn’t let us stay because of the mattress stains, that this room is now not sellable. Just minutes earlier she offered us another room, and now suddenly nothing was available? I was dumbfounded. I asked if she could help us locate another hotel and she said they don't do that.||||We sat in the lobby for over two hours trying to find another hotel. She never once apologized or offered help. The new employee working the desk, however, was so kind and hardworking. He was constantly being sent to check rooms before guests were checked in to be sure they were not occupied. How does this even happen? Meanwhile, Ashleigh openly complained about him to another guest saying he was slow but he is new so she supposed maybe he was at least trying (she said this in the most snarky tone). We overheard several other complaints including wrong room types, non-working TVs, and billing issues. At one point, Ashleigh stepped outside of the hotel with a guest to give her a room as she knew I was in ears reach and she did not want me to hear the conversation, then comes back in hugging her. No availability? You were sure willing to help this woman.||||I ended up nearly in tears, trying to salvage the day and not have the first day of my middle sons graduation trip totally ruined. To this day, we still have not been refunded the additional cash paid with our points. IHG said they don’t own this location and can't assist. The hotel manage never offered to speak to us or offered one single apology. You had nasty beds and you force people to leave over it? How is this ok? ||||This entire experience was unprofessional and deeply upsetting. I’ve never been treated like this in any hotel, and I would never recommend this property to anyone. They honestly need to be looked into for sending people into...

This is a brand new hotel, with a very friendly staff and excellent hotel manager, Mac Jerry. He and the staff truly go out of their way to make hotel patrons very content. The premises are spotless and they have an excellent cleaning service. It is quiet, they offer an outdoor pool and a very nice indoor gym. Everything is convenient. There is a complimentary breakfast each AM with a very nice auto-pancake making machine that requires one to simply press a button. They make computers available in the lobby and have a nice amount of public seating and convenient and free parking. They take pandemic precautions and it is easy to obtain additional trash liners and towels with no problems whatsoever. The room is truly beautiful and the restroom and stall shower are also gorgeous and all bar soaps were replaced recently with even more convenient and nice liquid soaps and conditioners in machines both at the sink and shower. The rooms have a lovely divider that separates the entrance from the room for further privacy, new carpeting and the rooms with two queen beds have a beautiful bench for sitting right next to the outdoor window with plenty of light, convenient for viewing television. There is also a very adequate work desk and office chair, and a flat hard wood beautifully colored bench for luggage. There is a large closet, a microwave and even a safe with codes for guest use that can be changed. Mr Jerry does his very best to ensure the staff is uniformly pleasant and professional. I am pleased to recommend the hotel and its convenient to the St Johns Shopping Town Center and also to many medical facilities of which the latter was the reason for my stay. They also offer luggage racks by the door for guests who don't wish to carry a larger number of suitcases to their rooms. I have been to this hotel 4-5 times and had a very nice experience during each visit, consistent and pleasant. I do wish they offered omelettes each AM at breakfast, and all day long hot water and coffee/tea, but its the ONLY point I can make that I would love if they modified, and I include this so the reader will understand this is a very genuine review at every level. I recommend the hotel with the strongest...

Best hotel experience in one of the worst possible times to have one. My mother had 2 heart attacks and 3 strokes. She was in the hospital likely dying. I rushed from Tampa to Jacksonville with zero accommodations and no plan. There happened to be several major events going on that weekend including massive concerts and prices were at a premium. I was also in the middle of prepping for my wedding in less than 2 weeks... When I arrived the front desk picked up on my rush and asked what brought me into town. I explained the situation and how I didn't know how many days I would need to be there. The manager came down and met me the next day. He blocked off my room and told me to just tell them each day if I needed to extend. This could NOT have been easy for them during this rush. The manager also recognized I was stressed about the cost but didn't have the time to seek less expensive options. He worked with me on the pricing and didn't charge me the increased rush pricing. The rooks were perfect and the location was incredibly clean and centrally located to everything in Jacksonville, making coordinating my mother's needs easy. The staff were SO friendly, asking every day how my mom was doing when I came down. I missed breakfast every day as I was up all night with stress. One day a front desk clerk recognized I was starving and opened the breakfast area just for me to come in and get a meal on my way out the door. I had already been there a week so when another staff member asked "you're letting him go in to get cereal" she joked "he lives here now, might as well let him be at home". That bowl of cereal meant the world to me. It's the little things. Had I been there for other reasons, being so close to Topgolf, indoor skydiving, and the mall would have been awesome. I 1000% will be returning. Oh, and my mom is doing much better now and with rehab she...