Holiday Inn Express & Suites Jacksonville SE- Med Ctr Area by IHG — Hotel in Jacksonville

My husband and I stayed here due to the hotel’s proximity to Mayo Clinic as he had an early morning appointment. It’s approximately 15 – 20 minutes to Mayo Clinic depending on traffic and the hotel offers a shuttle service to Mayo that begins at 6:30am. It was our first stay at this location (and the last).

The positive aspects are that it is: within walking distance to Publix, a Ruby Tuesday restaurant and other shops; we were in room 413 which offers a view of the roof of the porte cochere, but was relatively quiet as the sound of the HVAC unit masked any other noise; the pressure in the shower was good; it’s not pet-friendly; the breakfast was adequate.

We stayed at 3 hotels within 5 days and this one was the worst, although all of the hotels were lacking in some regard. I think hotels are still using COVID as an excuse for poor service and maintenance while the rates continue to increase. I’m all for paying a premium for a service or product as long as I’m getting quality in return and that is seriously lacking in hotel accommodations across the board.

The check-in process was fine. The woman who checked us in was friendly enough – maybe a little too informal, but “it’s all good.” She gave us room 413 and after staying at enough places, you get an idea pretty quickly of how the room is going to be as you walk across the lobby, into the elevator and out onto the hallway. Based on the tired look of the place and odor in the hallway, I can’t say I was surprised when I entered the room and was immediately met with that musty, mildew odor which never went away even after having the A/C cycle on and off for hours. The moisture in the air of the room was heavy and would stick on the body as if outdoors and made for an uncomfortable night’s sleep.

The condition of the bathroom, in particular, was very poor. The floor was stained and I venture to guess that is due to the refinishing of the tub. The bathroom door was not only cracked, but warped due to what has probably been an issue with standing water. The wallpaper was peeling; the sink had no stopper; the shelf in the shower had been broken and rather than replaced, the pieces were glued back together; and the vent in the bathroom was clogged from dust.

The breakfast was the standard fair for this level of hotel. Eggs, bacon, sausage, cereal and some baked goods. The pancakes were inedible falling out of the machine as a contiguous band of rubber and only partially cooked.

I woke up with bug bites, but I don’t know if that was due to this hotel or the equally disappointing H Inn we had a stayed in the night prior. Regardless, we were looking very forward to checking out. We hold Platinum Elite status which means nothing when the quality of hotels is so poor and as a result of this last stay, I will be canceling my IHG brand credit card because even getting an anniversary night comped every year isn’t worth it. I don’t blame the staff because there’s only so much they can do, but I absolutely blame management and the management of this hotel is clearly cutting corners “remodeling”...

stayed 11/1-3 and generally was happy with the property, it was clean, the staff was friendly (but not knowledgeable) and overall would have been a perfectly fine stay... but... i booked the two nights with IHG reward points and provided my credit card for incidentals only. Upon checking out Sunday i verified with the desk clerk that there was zero balance on the room because it was booked with points. I noted that it took that clerk a few minutes and she had some puzzled looks before confirming there was no bill to print because there was no money charged. That interaction reminded me that when checking in they were training a new person and i remembered there was a lot of confusion and back and fourth between the two desk attendants about how to check me in.

On 11/6 i notices on my credit card was charged $98.31. When i booked the room i noted there was no resort fee or fee for parking or amenities so there should have been no charges to my card.

Knowing the 98.31 was an incorrect charge i called the hotel at 11:31am on 11/6 to ask. I was told they charged my card in error and the 98.31 should have been charged to IHG as the fee they get from IHG for providing reward nights. They told me they had made an error when checking me in and they told me they would refund the 98.31.

On Nov 20th i noted there was still no credit to my card. I called again on 11/20 at 3:11pm and the front desk clerk again acknowledged they charged me in error and the 98.31 should be refunded. As of today 11/24 there is still no pending refund on my account. Clearly they have no intention of correcting their error so i've had to dispute the charge with my credit card provider. It's unfortunate because i would have considered staying at the hotel again if it wasn't for their attempted creditcardFraud. Had i not been checking my statements i would have never known they charged meFraudulently. It very disappointing, a hotel should fix mistakes when they make them.

Note to hotel: I anticipate that you're going to post a reply to this review apologizing and asking for me to contact you directly. But i also understand you're just saying that to make other guests think you are responsive to complaints. But we both know you're NOT responsive. I spoke to your staff THREE TIMES to verify there should be no charge to my card, and you still are trying to charge my card. I'm not going to contact you again, it does no good at all....

We have stayed at the hotel multiple times this year as it was such a close location to Mayo where my husband has been receiving medical care. Each visit was pleasant and we had no complaints regarding anything at this lodging facility until our stay this week. We had a late checkin in a two nights ago due to early morning appointments yesterday. After returning back to our room around noon yesterday for my husband to rest, we were completely shocked to be awaken from what sounded like a “jackhammer” trying to beat through our ceiling.After almost an hour of this extremely loud noise, I went downstairs to the front desk to be told that the 4th floor was under construction/renovation and the desk clerk pointed me towards a small desk sign stating improvements were underway. She apologized and said that was really nothing else they could do. I told her that guests should be told about this at the time of booking and checkin and she stated that she agreed and that she had wished they would have put something on their website informing potential guests of this ongoing construction. So basically we had to endure over 5 hours of extreme noise that I’m sure would not be healthy to anyone, particularly guests who were battling health issues and under care at Mayo.They stated the construction noise would be from 10 a.m. till 5:00 pm. daily. So Resting in our room that we were paying for was literally impossible! I called the General Manager at this location from our room, with this almost deafening noise in our room, left a message asking for return call. It’s been over 24 hours and I have not yet received a reply. As I stated in my voice mail to the manager, Holiday Inn Express is better than this!! We are extremely disappointed in the complete lack of consideration and concern for the comfort and wellbeing of your guests! From , Very dissatisfied...