Residence Inn by Marriott Jacksonville Downtown — Hotel in Jacksonville

Nicest residence inn I've stayed at. Very nice rooms, everything is new. Full kitchen minus oven, but there's a cook top and microwave. Nice little dishwasher. Full size refrigerator. A plus for me is they have the tvs connected to the internet, I can watch Netflix on my TVs.

One con though, my room didn't have a coffee maker, but they provided the normal coffee packets. The front desk lady said they're eliminating the coffee makers since they have coffee in the breakfast area. Which did not make any sense to me since they don't keep fresh coffee on all day. The front desk lady said "they leave the coffee out until about 2 pm."

So, if u want coffee after breakfast, u can have the leftover that's been sitting from breakfast. Apparently no one drinks coffee after 2 pm, nope not even people that work overnights like me..?? Luckily I travel with a coffee maker, so when I wake up at 5 pm I can make my "morning" coffee. I did not take a star off for this though, it's minor compared to all the nice things about this hotel.

As far as the breakfast it's about the same items as any residence in. Not the best pickings but better than a "bagged breakfast" that some hotels still offer due to covid. One reviewer said this breakfast is hands down better than any IHG breakfast, I DISagree 100%. I've stayed at many holiday inns that "hands down" had way better breakfast options with their pancake machine, fresh hot cinnamon rolls, biscuits and gravy (if you're sick of eggs every day), etc. But it's really what the hotel owner wants to offer, it's not a corporate decision. Some are offering all pre-covid items, while some are still limiting their items. That goes for all hotel groups, not just Marriott or...

I called Friday night and received some incorrect information regarding the hold amount for Incidentals. During my stay I called at 11:30am asking to speak to the FOM or GM and was told they were in a meeting but would contact me, I said ok. I called back at 12:30 and received the same response.I even went on the message board and asked for a call back.So, at 1:30 I went to the front desk and received the same info. So I called customer service support and filed a complaint. The GM finally reached out to me at 5:30pm(With an attitude). I didn't complain about the sheets being dirty or trash on the floor that was missed because I'm a GM at another property and I know how the scores are affected. All I had was a question but the GM with her attitude made it worse. She had an I want something for free attitude and I'm not that person. Like I said, I am a GM at another property and a former FOM for Marriott. I had to stop her in mid sentence and say (can you please provide better customer service than that?) The house keeping department are friendly and provided much better service than the GM. The best part of my stay was Ms. Jesann San-Nicolas. From start to finish she provided excellent customer service. At check in She was awsome and when I needed something (she left the desk to go search for it), even after another employee told me no. Ms. San Nicolas is an asset to the company and the only reason I would come back. Along with the HK department Ms. San Nicholas should be commended for the customer service they provided and the GM should take notes on how not to be nasty to guests. Especially, someone in the same industry. Great job Ms. San Nicholas 👏...

One of the worst experiences I've ever had with Marriott. Called a couple days ahead to see about early check-in around 1pm instead of 3pm. No problem, they said, should have rooms available for you at that time. Also asked to see if I could change to 2 queens instead of 1 king, since we were going to an event nearby and some friends were going to stay with us too. They told me 2 queen rooms were not available, even though I was on the app looking at those rooms for me to book at that moment. Explanation for this is that they allow you to overbook. So if I did book the 2 queen room and I showed up on 2/17, then what?? Moving on...we showed up for our "early check-in" just after 1pm and they said no early check-ins today because they were sold out the night before? Hung out in the lobby until about an hour after the normal 3pm check-in time and they finally were able to put together a room for us. Many others waiting on their rooms for the same reason. Finally got our room and the pictures posted will Explain the condition. 100% black mold on the wall with leak/water marks surrounding it on the wall. Also...the tv turned on with volume but no picture whatsoever. This was an absolute joke and we were not the only ones having this experience that day. 0% chance I'll ever stay there again. Also, like others have said...terrible looking area as well. I'll be contacting corporate to get my Marriott points back if they don't contact me after this review. Pathetic for what...