Residence Inn by Marriott Jacksonville-Mayo Clinic Area — Hotel in Jacksonville

I'm a Gold level Marriott member so I write this with genuine disappointment, especially as outside of this event this was my new 'go-to' hotel when I needed to come to Jacksonville for medical at Mayo. I'm in my 2nd of a 2 night stay. I had a medical procedure this morning which required putting me under. I returned to my room and rested for a few hours and then found the bathroom heavily flooded. I went to the front desk to ask for help and no one was there. I waited and some guy told me to hold on, he'd go find someone. Eventually, a front desk guy named Melvin came out who was unproductive and oddly discourteous in a way that was unearned and about him. I told him the problem and after some confusion he was able to contact engineering to come meet us at the front desk. While waiting, I asked him if he could see if there was availability for another room. He said "No, I can't move you until engineering says the problem can't be fixed. Plus, we're pretty full." I said "yes but if you could just check if availability exists as I've just had a medical procedure and am exhausted," and held up my bandaged arm from where the IV just was hours ago. He then said no, rolled his eyes, and argued with me which was weird because I wasn't arguing with him. Then Palmene the engineer arrived and asked my room number, 723, and he immediately told Melvin and me no one is supposed to be in that room as there is a roof leak which isn't his fault because the roof guys hadn't fixed it yet. I asked Mel in if he could now check if other rooms were available? He again said no, not until the engineer goes with me to the room. I asked "why not just give me a key now to a new room so I could directly pack, switch rooms and then return the key to the flooded room? Palmene the Engineer agreed and started explaining and literally mid-sentence Melvin started helping someone else who randomly walked up to ask a question about parking. I asked Melvin to please resolve one problem at a time and he refused. It was really sincerely weird; rude in such a misplaced way that it was farcical. So Palmene and I went to the room, he immediately knew where the roof leak in the bathroom was, repeated that the room should never have been occupied nor I put in it. He kindly ran to get me new room keys and a luggage dolly so I could pack to move. He returned with them and helped solve the problem and apologized for Melvin acting rudely and unconstructively. After packing and switching rooms I took the dolly down to the lobby and Melvin came up to tell me I could have just it in the hallway instead of just saying thanks for returning it. This is a flooded room on a medical procedure day exasperated a really incompetent front desk guy with a poor attitude.

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Update: During check-out, I asked to receive a call from the Manager, Brittany Lagassee, would call my cell. This never happened. Instead, she wrote a wan, generic reply of standard corporate spin in reply to my TripAdvisor review. No effort made to compensate me in the form of a refund or points. Disappointment stacked on top of...

We had a wonderful experience at this new Residence Inn. It is probably the nicest one we have ever stayed in and we especially liked that it had a bar that also served food. The beds slept comfortably and the TVs were large with many viewing options (Netflix, Internet, etc). The channel selection was very good. The only station that was missing that we watch on a regular basis is Ion TV.

We had a two queen one bedroom suite and it was plenty roomy. The bathroom offered a walk-in shower, which we love. However, there was only a half panel of glass acting as the “shower door”, so unless you had the showerhead pointed pretty closely to the wall, water would splash out onto the bathroom floor. Not a big deal, but would want Management to know for future locations.

The couch was very comfortable in the living area and the kitchen had a good size table where we ate breakfast each day. There was a full-size fridge in a good size microwave. Our only complaint in the kitchen was that the lighting was rather dim. Same comment for the area in between the bedroom and the bathroom. It would be a great place for a woman to put on her make up and fix her hair, but the lighting was not good. The lighting in the bedroom and the bathroom were fine. Some staff members that really impressed me were Christy, the sales manager, and Mark at the bar. I didn’t technically have any business interaction with Christy, but we struck up a conversation while I was sitting at the bar waiting for our food to take back to the room and she was very friendly and spoke very highly of the owner of the hotel. I would say she represents the hotel very well to clients. Mark at the bar was super friendly and helpful and nice. A member of housekeeping, I think her name was Karen, was also very helpful one morning. There was some confusion and she thought we were checking out that day but we were not. She did not speak any English, but she had an app on her phone which allowed us to communicate with each other. She was very sweet and understanding about the miscommunication.

This is the first time we have ever brought our dogs on vacation with us, and the hotel staff were very nice to guests with pets. There were quite a few guests in fact that had dogs. There are plenty of grassy areas to walk your furry friend and even waste disposal bags attached to garbage cans to dispose of your pet’s “waste”.

The complementary breakfast in the morning was plentiful and loved the waffle station. There was a middle aged employee who worked the breakfast a few mornings that was very nice to me, but had a bit of an attitude with a few of the other guests, making somewhat rude comments behind the guests’ backs. I do not know her name but she spoke with what sounded like a British accent.

I would highly recommend staying at this hotel. The owner did a tremendous job designing this property, as it is probably a special little haven for people that are having to visit sick family and or friends at the...

Update: They have peeled the laminate off the front of the desks and PAINTED THEM!!! :) Somehow I feel like they have lowered the pressure in the sinks and it's impossible to clean your shaving razor. ALL the LR couches (pull outs) sag in the middle, very uncomfortable for those with bad backs. The TV systems still cannot accept customer HDMI cords. (Other Hilton locations have this software update.) And still Pandemic cleaning schedules, every three days, instead of the Two Day cycle lesser properties are now offering. The breakfast is standard fare, while other locations are improving their offerings. (Could you just stop with the soggy cellophane breakfast sandwiches? Inedible.) And please, come into the 21st century and install some destination chargers!!!! You're off the beaten path enough that they shouldn't be abused by anyone not staying here.

Prior review: Rewriting my review since we have stayed so often since its opening. Without strong management, most businesses will slowly decline, and this is no exception. I could write an essay on the many bits and pieces that have suffered, but will offer just a few that stood out on our most recent stay; Room desks, front laminate is torn away looks like a 1992 Red Roof. The bathroom soaps are now some tiny things that are hard to hold and would take at least two to make a standard hotel small bar. (I think this has been fixed.) (Trying to save money??? Odd choice.) More premium items like Scrub Daddy's in the kitchen, gone. (They're back!) When premium experiences are eliminated, premium guests will cease to come. The 'after breakfast' offerings are terrible. For hours this morning, only COLD decaf was available. And almost humorously, no lids were on the premises according to the kitchen help. No longer offering flavored chilled water. Summation? Really poor Managers.

Could go on, but that's the essence of the experience. We'll wait and see what the new offerings being built are like. This is a 3-6 time per year work...