Holiday Inn Express & Suites Jacksonville South - I-295 by IHG — Hotel in Jacksonville

I stayed at this hotel twice on 2/16 til 2/17 and 3/2 til 3/3. I drove four hours from the Tampa area for a dental appointment. I booked my reservation on phone with staff member Selvonne. She was very professional and such a nice person on phone as well as in person. My reservation credit card just held my reservation and my credit card was only charged after my stay. Both stays were amazing as well as breakfast. However, on 3/9 I made another reservation for the 3rd time but this time it was with front desk staff Shugmary on phone for 3/16 til 3/17, but later I noticed my credit card was charge for room upfront on same day. I later called to cancel my room because I was able to get a rewards night. I cancelled room on 3/13 and later called again on 3/15-but no room had been cancelled. I spoke to Angel at front desk to mention about my cancelation as well as me wanting a refund for room that I never stayed at-Angel said after placing me on hold twice that he/she was making sure prior room was cancelled and that my refund was being processed for a refund-but till this day no refund on my credit card. I checked in today for my rewards night for another stay 3/16 til 3/17 but no manager to speak to about my refund. I also called the number and extention for a manager on hotel business card and I get a different manager's name and the voice mail is full. I was also told the manager left early and no manager to speak to or get in touch with in the evening or night for those customers who have hotel problems. Also, when I checked in I was not placed in the room I requested, no sheets anywhere for sofa bed, and room keys were not working. I tried calling house keeping and no one picked up phone for service. When I got through to front desk for bedding situation staff Shugemary brought me a pillow and a blanket but no sheet or pillow cases. She never apoligized for any of her mistakes. 😕 Drove four hours to this hotel again that I had been happy with- but this time I dealt with nothing but poor service. I was drained. My stay this time around has been very poor and I want my hotel refund for a prior reservation I cancelled as soon as possible. I also hope I can speak to a manager before I check out. ✔️ I am giving a 5 star for my first two hotel stays-but sadly a 0 for my third stay. Please hire and train all new staff well and hire only those who can give great customer service-because I really like this hotel, the location and the...

I’ve been asked to contact the general manager of this establishment to voice my disappointments, concerns, and also receive some sort of action from rectify this situation.

First, I booked 5 rooms for a one night stay and confirmed several times before actually leaving town. I spoke with a desk agent who ASSURED that on check in I could change the card on file and there would be no problem. To my utter SHOCK and dismay, I called when I was 30 minutes away and was told all my rooms were cancelled because they could not get ahold of me to change the room card. I explained that I was told something differently. I was then told that there were only 4 rooms left and that I could call back for the fifth in the event someone cancelled. Subsequently, I reserved the four rooms and just prayed for the last room. I received a call about 15 minutes later saying another room was available. I reserved that room. I was then told that the elevator just went down.

I was told the elevator just went down upon arrival. It was later found out that the elevator was down the day before also. I was traveling with my church members, all of which were elderly suffering from knee and back pain as a result of surgeries. THEY HAD NO BUSINESS CLIMBING THREE FLIGHTS OF STAIRS. It was because of their faith that they were able to do so. The night attendant kept saying he was going to work on it but there was not anyone who would come on the weekend to fix the elevator.

Where was the general manager? These issues that affect YOUR hotel is YOUR responsibility. It is unfair that the customers had to suffer in this way. Outside of my party, there were others that suffered on the stairs. Carrying their items, gasping for air, and sweating terribly.

As a Platinum member. I am appalled and saddened by this. When we book reservations, it is under the pretense that things are in working order. It feels like the hotel and management used this opportunity to take advantage of customers. There was no restoration or even any words of comfort or assistance. THIS IS UNACCEPTABLE. There was no ADA assistance.

I am requesting a refund for my stay. I look forward to a response within the next 24 hours. — It might be noted I have YET to even receive a response or acknowledgement of...

I stop at the front desk as the email says after checking in online. “Great news! Your room is ready at the Holiday Inn Express & Suites Jacksonville South. And your room keys are available for expedited pickup at the front desk.” Mind you now, expedited. The hotel clerk was on her cell phone, so I had to wait until she was finished. I give her my last name and she says after a minute, I do not see a reservation for you. Are you sure this is the right hotel? She said she needed to see a confirmation number. Wow expedited is not what is happening now. I pull out my phone and I show her the confirmation in my app. No apology or anything and after another minute or so she just started to ask me to slide my card and handed me a piece of paper that I had to sign and initial in several places. I look at the paper and it shows a 2nd floor room even though my preferences clearly state high floor. This is one of the things with HI that just annoys the heck out of me and that is 90 percent of the time they don’t honor your requests or even offer you an upgrade. Being a Diamond member means nothing with them. I refused to slide the card and asked to speak to the manager. Of course, I could hear her brief the manager around the corner on the situation albeit slightly biased against me as if I was just some upset customer. Truth be told I was but not just someone, a customer that travels 75% of the time for work and just wants what the fine print says, a bit of respect for providing them with my customer appreciation in choosing them as one of my preferred hotels. The manager came out and did nothing to assuage the situation but embarked on a course that only aggravated it. Nice way to smooth over things, expedited was now in the past. In the end when I let her know how I got treated by Marriott and Hilton she just said, “Well why don’t you just go there”. Trust me I will. Suffice it to say the thin floors also made for a slightly annoying room experience in a room somewhat outdate. Best thing I can say is the room was clean, not something you see much lately since Covid. Definitely would not recommend this location nor will I ever stay here again. If not for the check-in would I recommend it? Hard to say as we...