Holiday Inn Express & Suites Jacksonville Airport by IHG — Hotel in Jacksonville

The location was close to shopping and restaurants.

However, I booked on-line with an Holiday Inn Express Customer Care rep specifically asking for a reservation in the Jacksonville area with an indoor pool. Staying in January I knew it wouldn't be super warm outside and one of the requirements of my family staying somewhere is having an indoor pool for my children. The website is very misleading it says there is an indoor and an outdoor pool. The pool is indoor - well half of it and the other half is outside. When the temperature is 48 degrees at night swimming isn't really an option in a pool that is exposed to outside temperatures. The fans on the indoor side were running non-stop to make it even colder to make for a very unpleasant experience, they never restocked the pool towels the entire time we were there and the lights in the pool area did not come on until it got dark outside. I would never have stayed there had I known the pool wasn't inside.

I would agree with an earlier reviewer on the television size - super small for the room.

I would also agree on the breakfast comments - the items were not very well stocked. The coffee was lukewarm at best if there was coffee. Ran out of pancake mix well before the breakfast hours were over, the trash was overflowing on multiple days, tables were dirty from prior guests eating.

No cookies is also a disappointment.

I would also comment on the carpet feeling damp the entire time we were there.

I will say the front desk staff was friendly and helpful.

I have stayed at many IHG hotels across the country for leisure and business and would more than likely not stay at this hotel again because of the breakfast and especially because of...

We arrived later to the hotel than what we expected. We were tired, hungry and just down right ill. However arriving at the hotel and to the front desk, we were happy. We were greeted with a big smile and the personal was very friendly.

We stayed in room 117 right as you turned the corner by the elevator and right by the pool. Upon arriving the room was cleaned but it looked like it needed to be vacuum; all and all the room was clean.

I think if the carpet was replaced I would of gave this room a 10. The bed was very comfy and clean. The bathroom was clean.

However I did notice that when I reached to get a bath towel between the two towels there was a dirty, used washed cloth.

Now that did gross me out!

The bathroom was very clean and so was the shower. I had no complaints about that.

We had the perfect room right where you could see the parking lot. The only thing that I can say is that with the morning traffic headed to breakfast or the pool, it was very loud. It was like the people where standing outside door just a talking.

I am a light sleeper and I never heard the elevator unless I was standing at the door about to head out.

The housing keeping crew was wonderful. I am not sure if it was due to covid but my room was never cleaned until I am sure when it was time for us to check out.

The sweet college lady who runs the breakfast was the highlight of our stay. She was so attentive to body language to see what is going. She even took me an my son picture.

So you know this hotel is less than 5 minutes from the airport. It was a straight shot to the room.

All and all we really enjoyed our stay and we would...

-Building, setting and location perfect for sites we wanted to visit.

-Extreme difficulty locating site upon arrival near midnight. On duty attendant and male counterpart could not direct me from exit 360 to hotel exit 363. No understanding of directional guides (north, south) or helpful points to access service road. Experience was SO STRESSFUL especially with child and two babies.

-Discovered NO mattress cover for well used mattress when forced to use pull out couch.

-Arrived to breakfast always before 9:00 to find staff member already clearing some items. Felt "watched" by attendant when selecting food items...especially milks! We have THREE kids!!

-Extremely disappointed with indoor/outdoor pool area.

-No cups in bathroom. How does one brush teeth or take meds?

-Grateful for availability of snacks. However, cost is/was outrageous/prohibitive

-BUT BIGGEST COMPLAINT & probably a true safety issue is the CRIB. The crib was more for newborn, but personally would not take risk. Twins are 18 months and share normal size crib at home. This item DID NOT HAVE SECURE BOTTOM FRAME! Mattress could never be secured to frame. Crib was essential to room selection. "That's all we have" replied front desk. Pushed crib into hallway. Highly recommend checking safety/risk factor. Fairly certain would not pass OSHA standards.

-Positive note...window shades allow full room darkness for naptime.

-Card Member for years. Hotel location best plus comment. It's the little things that add up to...