Holiday Inn Express & Suites Jacksonville - Blount Island by IHG — Hotel in Jacksonville

When checking in I had to initiate the that was there to check in, I had realized when going to front desk the hotel was under renovation. Once the front desk agent was checking me in I glace to see there was a sign in the breakfast area that it was closed. I assume since they were renovating there would be close for the stay, and I asked the front desk agent if that mean it would be closed in the morning. She role her eyes and said NO that means is closed for now. I was in shock how she responded with an attitude. I asked what was the latest I could check out on Friday and once again with an attitude she responded NO late check out because short of staff and they are renovating. She did not recognize me as IHG member I know I am new but been to other hotels and it’s the 1st thing they do. Did not give me information about breakfast nor Wifi just handed me the keys. I went to the room and came to see that there was mold. I came back down and gladly went to a gentleman and asked him if I could change room since there was mold and show him the picture. He right away said yes and apologized. Kudos for his service. Then asked who was the one who check me in to another agent while he was getting me situated since she had seen how rude she was when asked for late check out and she said Amberly. I glance to the business card and come to find out that Amberly was the GM. I went to my room it was a bit musty and needed some improvement but was able to stay. Obviously that section was not remolded, so it was understandable. I had breakfast and kudos to the lady in the breakfast area, she was on top of the area. She is very polite and professional, and the area was very clean on both days we had breakfast. Also, the girl who check me out kudos to her as well since she was multi-tasking with calls and checking out but professionally. The GM really need to learn from the staff.

I did notice that it was dirty in the refrigerator area which did not pain attention the 1st day. I have provided pictures of the mold and refrigerator area.

Sadly, the GM ruins the Staff Service Stars but do give 5 stars to the gentleman, breakfast lady and girl who...

This hotel is about a 3.5 stars, not quite a 4, but a little higher than a 3. The staff is what makes the difference. If the staff were not as good as they are, the number of stars would drop dramatically. The staff is kind, friendly, outgoing, and very helpful.

That being said, the property itself is in need of some refreshing to make it and a better value. We got a discounted corporate rate, so it is the only reason why I would give it a good value. The hotel is full on the nights before the cruise ship leaves/arrives. The breakfast is 'Meh'. No pork sausage usually, just turkey sausage, the pancake machine wasn't working a great deal of the time, and there is only one laundry room with one set of machines on the second floor.

There's a lot of contractors and workers that stay here and the floors can get pretty dirty near the end of the day, not the hotel's fault though.

Some cautionary notes, the Wireless WIFI is ok, but definitely is in need of an upgrade, the telephone system will keep showing you have messages when you don't, there are a few cats (at least earlier this year) that hang about in the evening near the front and side doors, the closest restaurant is a Wendy's, the closest good restaurant is a few miles down the road or over the bridge, and beware of the trains. The tracks are about a good five iron shot from the front of the hotel. There is a few times in the very early morning hours that a train will rumble through blowing its horn. Oh, and the fire alarm went off once at 3 am for no reason.

The beds are decent, but there are no firm pillows. Even if the pillowcase says it is a firm pillow, it is not. And you if you get one of the suites the carpet and the couches are generally stained to some degree.

Overall, if you are just staying for a couple of nights, it is an ok hotel. Staying long term (like I did, which was 3+ months), it isn't the greatest. Definitely not the worse, but not the...

I don’t recommend staying here if are you handicapped or you have a health issue which requires a service animal as the staff will likely try to bully you out of money.

Prior to my stay I googled and called Holiday Inn’s reservation line at 1 (888) 465-4329 and called let them know I was traveling with my service animal. They added this to the reservation notes for the hotel to see.

When I left I found they charged me $150 as a pet fee. More than the cost of my stay and illegal according to the ADA. When I called to get it sorted the receptionist was SO incredibly rude. She said the charge was because I didn’t disclose I had the animal with me, but I had called and even called the reservation line back and they confirmed the note was added to my reservation. She demanded I send the front desk proof. I said I would do so but wanted to let her know that asking for papers for animals used for disabilities was against the rules of the ADA. She was again beyond rude and even lied said that the rules were different by state. The Americans with disabilities act is federal and recognized nationwide, this was simply not true. I have sent them paperwork for my animal as well as some document from the ADA and haven’t heard anything back. If you are disabled or care for someone who is, I recommend staying somewhere different for yourself on behalf of folks who rely on an animal for their safety.

I’m not sure if said receptionist is just nasty or trying to save face because she didn’t read my reservation notes, but this is illegal, wrong and theft. It has put the biggest damper on an otherwise lovely vacation. In my two years of having my dog to alert my husband if I’m having a focal seizure I have never encountered...