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

Being a Platinum Elite Member and a frequent traveler and I love to roam around the world for business or pleasure. I arrived at this hotel (Holiday Inn Express Suites, Jacksonville Southside, 4675, Salisbury Road) at Approx. 2:00 AM on 20th March, 2016. Fortunately I had booked a night of 19th March, otherwise based on my experiences (explained below), I realized that I would have been asked to sleep at the couch instead. Upon my arrival I was given the keys to my room and here comes my feedback:

1. Waiting Time @ Reception – I had to wait for almost 10 minutes before anyone walked up to the desk after calling repeatedly. It appears the front desk receptionist was sleeping in the back.

2. Welcome Kit – No welcome kit / Water / Cookies etc.

3. Door Keys – Door keys don’t work or stops working after every 3-4 days and REPEATEDLY

4. Room Cleaning – Rooms are clean and well maintained, kudos to the cleaning staff

5. IHG Bonus Points – I figured that I never received welcome bonus points for this stay. No action has been taken until now, even after requesting TWICE

6. Tap Water – Extremely Poor, Stinky & Undrinkable tap water and even after complaining thrice and changing the room THRICE it didn’t improve which pointed out to a larger issue. When I spoke to General Manager Riina King, she excused herself by saying that she isn’t even aware of the existence of this issue

7. Water Bottle – When asked for a water bottle from the desk (except Sherleen), they are always out of them or are reluctant

8. Breakfast – As always Holiday Inn has great breakfast

9. Renovation – Hotel renovation resulting to enormous noise and consistent disturbances

10. Overcharging – I was overcharged on my card upfront and then received a due credit upon complaining the front desk.

And most important

11. Billing Issues – I was given receipt with incorrect dates of my stay which in turn created a problem in my organization (audit requirements) because of double charge on particular date. Even though I had detailed conversations with Front Desk, Front Office Manager and General Manager it was outright denied due to their process limitations i.e. delay in processing the check-in by their staff, 9:00 AM next morning and kept persisting that it was a no-show (ever though I was there).

I was very well within my rights to ask for correct receipt for the amount I paid to hotel which resulted in me paying for one night from my own pocket to my company. No-one bothered to which is extremely disappointing and was one of the worst experience from IHG. Overall, I wouldn’t recommend this hotel to...

September 30, 2025 to October 3, 20252 |Queen Standard Room||If you're looking for a hotel near local medical centers, I highly recommend this one. I've stayed here twice, and the experience has been exceptional both times.The staff always has outstanding service, they always greet you with with a smile and make you feel they appreciate you choosing to stay with them.|The hotel is located within walking distance to many restaurants and Publix is located next door.|The hotel is smoke-free and meticulously maintained, both inside and out.|The parking lot is well-lit and is kept in excellent condition, on each stay I've witnessed people walking the parking lot for exercise. There is an exercise room but when the weather is nice it's good to get outside. |The rooms are spacious and the bathrooms are really nice. There are no smells like you find in some hotels., the carpet is clean and well maintained.|I really appreciate the pump bottles of Dove shampoo, conditioner, body wash, and lotion in the bathroom.|The beds are so comfortable, and I like how the pillowcases are embroidered with "soft" or "firm,".|After 2 stays, my husband wants to find a retailer who sells these mattresses and get one for home.|Every morning, you can enjoy a hot breakfast bar, alongside cereals and a variety of other options. There's fresh ground coffee available 24/7 in the lobby, as well as Keurig coffee makers in the rooms.|There's a free complimentary shuttle service to the Mayo Clinic which is about 5 minutes or less away. The drivers are exceptionally friendly and helpful. |I highly recommend this hotel, my family and I will continue to stay here each time for my Mayo Clinic...

We stayed at this property to attend family gatherings with a group of extended family members from 70s age to 8 years old. This hotel offered a wonderful location for us to get around town to the St. John Town Center where we enjoyed shopping and dining, as well as ease of access for us to visit with family in the area. It’s tucked away a bit off the highway, which made it a nice peaceful area for the nights we stayed there. It’s a renovated property and was bright and modern in it’s set up. The lobby was inviting and welcoming after or road trip into Jacksonville. Lidia welcomed us to the hotel as if we were family. She was efficient in getting us all checked in and informing us of the services available to us at the hotel as well as what was in the area. After check in, we went up to our comfortable rooms. There was a black out roller shade to cut the glare of the hot Florida sunshine or we could use the other roller shade to let in some natural light and provide a little room privacy as well. The beds were comfortable and we all had good night’s rest. The furniture in the room was reasonable for our short stay, and the iron and ironing board were handy for touching up our party clothes. The WiFi was great. The bathroom vanity was really nice, although the shower, just a little disappointing. We enjoyed the breakfast amentities, fresh hot pancakes, and egg white omelets. Good coffee too. There was a problem with the pancake machine on one of our mornings there, but the staff was quick to correct it and ensure our satisfaction. I didn’t care for the baked goods...too dry.

Overall, a very...