Marriott Jacksonville Downtown — Hotel in Jacksonville

Summary: Absolutely terrible experience. Stayed 5/26-5/27 at Marriott Jacksonville-Downtown. My wife's wedding rings were stolen, and management was unreachable and unhelpful. Staff were rude, security was lacking, and procedures were disregarded. We reported the missing rings immediately, but the staff's response was suspicious and unempathetic. Despite filing a police report, management avoided us and showed no concern. Irreplaceable memories were lost due to their negligence. Avoid this hotel at all costs.

Customer service was mediocre at best, one of the lights in our room was inoperable, towels were stained. We had no plan to complain.. But things took a turn when I asked a simple question about the pool hours via in-app text messaging.. and I received the response “At sunset” with no further explanation or time. I digress..

After checkout, we made it 15 minutes down the road when my wife realized her rings (4 total, 2 gold 2 diamond) weren’t on her fingers. We immediately called the hotel and told them we would be returning and we forgot 4 rings in the room. The front desk lady, Laura, went to check the room (alone), returning nearly 10 minutes later to state she found the two gold rings but no other rings. We know for certain all four rings were together in the bathroom.. they are never apart. If my wife puts on the gold rings, she puts on the wedding rings, never one or the other. She also took suspiciously long, especially if there is no searching needed as we told her the exact location they would be. We asked for the manager of house keeping to check the room, who did so along with two other supervisors but to no avail. The engineer verified the only other person that entered the room was Laura.. timing would indicate she entered very shortly after putting us on hold and, if the call is reviewed, it would show the suspicious delay. Further, when I called again to let the staff know I was on my way back to the hotel, Laura was nowhere to be found.. her associate stated she had stepped away and wasn’t sure where she went. Again, suspicious. Once we returned, we tore the room apart looking for the rings in the off chance we were mistaken; we also tore apart our small duffel bag and have even gone as far as to check our dog’s feces in the unlikely event that they had swallowed the rings (never an issue in the past). All with no results. The rings were there in the morning before I got ready to leave, so at this point it was almost certainly taken.

To make matters worse, when I mentioned the sentimental value of the rings, Laura said the phrase “Oh My God” … 8 total times. Nothing else, just the same phrase, it was very un-empathetic and suspiciously rehearsed. We filed a police report, and have since tried making contact with the GM. Another staff member at the front desk made it known everyone was aware of the “situation” and was incredibly ‘snippy’ when we requested to speak to the GM. When I called back later in the day to see if the GM had become available, I was redirected through a seemingly endless loop of connection to the front desk - back to the main menu - so on, probably 10 times, as if my call was being screened. The front desk lady (same as described above) finally answered in an overly sarcastic manner as if she knew exactly who was calling and proceeded to forward me to the GM’s answering machine.

All in all, we are incredibly disappointed with Marriott Jacksonville-Downtown and its staff. There was a clear negligence in following procedures for checking guests’ rooms for lost items, a lack of security camera footage for guest safety, lack of integrity from staff members, and a lack of follow-up or empathy from the management team. It does not reflect great credit upon Marriott. This costs us more than the tangible thousands of dollars to replace our property… because of one employee we lose irreplaceable memories, from proposal to altar, a couple’s rings mean so much more than money.

Hope this helps provide clarity into the hotel staff and experience one...

DO NOT STAY HERE!

How this Marriott property is still in business is BEYOND me! I was here for a conference that forced us to book via a 3rd party app (Expedia). No one ever notified the conference team who did the block booking, or any of us who booked a room that the hotel was undergoing "renovations". This was Lie #1 (lie of omission).

Lie #2 (lie of omission) - Lots of noise. All the time.

Lie #3 - I called and asked and was told that parking was free. It was valet ONLY for the parking garage for $36/day. They said the open lot was $15/day. It was actually $20/day and it was not secure. No free parking.

Lie #4 (lie of omission, again) - Upon check-in, no one bothered to mention the "renovations". I found out after I had gotten to my room and "found" a letter from the GM on the bedside table that said they were starting renovations and it would address the hot water, water pressure, and electrical issues. GULP!

The room was seriously dated - the bed was old, lumpy, saggy and extremely uncomfortable. Not all the plugs worked. Not all the lights worked. The walls are paper thin so I got to listen to the person next door snore all night. And all their phone conversations. And their alarm clock. And their tv.

The bathroom.... OY! I had ZERO hot water in the shower and almost NO water pressure! I paid Marriott pricing for a tiny drip of cold water?? I had to wash my hair in the sink. It's 2025, at a MAJOR hotel property and this was what I had to do? When I asked about moving my room, I was told that they didn't have any "new" rooms so the "old" room might be as bad. WHAT??

The elevators would randomly pick a floor to take you to even if that's not what you selected. I was in one elevator, by myself, going to the 4th floor and it took me to the 6th floor - skipping the 4th altogether. No one was there. Then it took me to 11, all while the 4th floor button was lit up!

The A/C was a joke. It was either artic blast or none at all. At 3am it turned off so I'd be roasting by 4am. Nothing I did could change the settings. And when I asked about getting it fixed (or moving), I was told that the room was slated for renovations.

So you sold a room, KNOWING that the hot water, a/c, water pressure and other fixtures weren't working and refuse to either fix it or change my room? Good to know that Marriott hates its customers!

HOW IS THIS HOTEL STILL OPERATING?!?!?! I WANT MY $$...

Definitely book a one to three night booking to this hotel for business and a getaway and your me time with your girlfriend or boyfriend too. Or grown folk fun on the weekends I highly recommend and different food options but try the room service and don't forget the tip. And Check out Vale and Burger Fi and Panera bread, jerseys mike, cava, fresh market and first watch for all your food options too. Try the waygu beef burger, any breakfast for first watch, acai bowls, Panda Express lots of good eats to try and bring back to your room too.

Possibly bring hot date plus box condom and ky jelly ;-)

Food and snacks and one alcohol drinks Coke or Pepsi.

Breath check, fresh hair cut and outfit, wash body or no sex, brush teeth, light night outfit be ready and willing don't make a mess and be respectful to each other.

Fresh sheets and pillows case

Only take who you like or love only for this. Or different motel or hotel that fits your budget too.

I hear there a hotel with a hot tub maybe one day I can enjoy the hot experience with bubbles bath and light snack with prosecco and frozen grapes.

Mani and pedicure both

Seen the wax lady both clean back door too both.

Be a good kisser both not (vanilla)

Be honorable, one of a kind, must work a real job and drive car or public transportation is ok too but need driving options too.

Check out a Russian tea House, Red Lobster, Chinese Buffet+ Sushi house must have saki boom drink add to menus, any burger spot like fat burger, Relish where the baddie eats, McDonald's, Publix sandwich or deli bar hit the spots and grab fountain drinks take empty cup get scan and then put drink in, Wawa to-go or drink station too, Cabbarra pasta or Mission BBQ try the black plate special or any other special too, Dicks wings and papa John's and the papadia custom or menu items, Buffalo wild wings try the summer Moon today and grab the current deal today. And never skipped the movie popcorn and drinks bundle deal and two tickets and reports any graffiti on there property to causing harm and problems to other. Always check out Eventbrite and vystar concert arena and grab tickets there and check out the bar. And grab Jauger tickets to...