Sleep Inn & Suites Jacksonville West — Hotel in Jacksonville

Worst experience in my life by far!! My husband and I went there to celebrate our 15 year anniversary. Thought it would be nice to have one of their jacuzzi rooms to have a nice relaxing evening without the kids. When we checked in the person at the front desk was very kind & and helpful. We were told we had to pay a deposit of $150 because we are locals that live in Jacksonville (btw: I thought was a bit unfair) So we were hesitant of course because that is a lot of money but it was our anniversary and we really needed to get away for a night so we paid it in cash & was told that as long as there was no damage to the room then we would get our deposit back in cash just as we paid it when we check out the following day. My husband & I are smokers so all throughout the evening and the following morning we had gone outside for a smoke we weren't dumb enough to risk losing our cash deposit just to smoke inside the room it's not worth it because that's a lot of money we work very hard for our money and wouldn't risk it just to smoke in the room! So the next morning it's time to check out and this very rude woman at the front desk tells us that she will NOT be giving us our deposit back because she smells smoke & supposedly found some ashes on the floor in the room but couldn't provide any evidence of that and so of course now we are getting quite upset because we were really counting on getting our money back to buy groceries for the week and we know we did not smoke in the room at all! So now this woman is refusing to tell us any other info on who management is or anything at all and totally ignores us refusing to Answer any of our questions & she then tells us we need to leave our she will call the cops I said no I'm not leaving until I get my money back & I would like to tell the cops how you are basically stealing my money. So we waited over an hour the cops never show up and at this point I realized that we are not getting anywhere with this very rude woman who also said "F* You* to me! I never in my life have ever been treated so badly at an establishment! Not only did this ruin my what was supposed to be a very special occasion to celebrate 15 years of marriage but it also was taking food of my table to feed my children! So I called Choice Hotels & spoke with a very nice girl on the phone who was trying to resolve the issue for us. She tried to contact the hotel directly to discuss the matter and was hung up on not once not twice but 3 times they hung up her! The nice lady on the phone also tells me that when she looked in the computer system that it shows that they refunded us our deposit!! Which NEVER did happen! So I truly believe that this woman pocketed my $150 cash deposit because we still haven't...

Beware! Please read this before booking.

The pictures associated with this hotel are nothing like what we got. I believe they are stock or stolen images. First of all there were immediate redflags such as a $150 cash deposit. We were told as long as we didn't smoke in the room or have pets we would get our deposit back. We are non-smokers nor do we have pets so we went along with it. The lobby was very nice and welcoming, but once passing through and getting to our floor there is a drastic change in quality. I can tell you, the lobby is the only area of this hotel that they've spent a dime. Upon entering the room we instantly smell strong mildew odor and cigarette smell. My wife feels the floor and it's damp. I get on Google and start reading reviews. The first one explains how their room flooded when it rained. We had booked this room during a heavy rain. I go up to the front desk and ask the woman working there to please come to the room and observe the cigarette smell and bring it to her attention that the carpet is wet and smells like mildew. She tells me she'll make a note of it. She tells me the floor is wet from being cleaned. So I know I'm already being lied to. She did offer another room, but take a look at my pictures. I could not foresee another room being much better. Also, the hotel is connected directly to a gas station with drug use and homeless people outside. Hence why you will see warning signs in their parking lot that they're not responsible for your vehicle. We forfeited the 100 dollars for this “hotel” motel and left. Me and my family were here for no more than 20 minutes. The “motel” refused to give us our money back. I have almost little to no doubt if we had stayed they would have kept the $150 deposit too. I'm assuming they do a cash deposit because your bank would most likely protect you against a shady business such as this one.

Once we left I read more reviews to find out that the overflow of tubs, toilets etc is normal here.

Disgusting unclean bathroom and tub. Sunken in bed. You could feel the springs. Small outdated TV “which wasn't a big deal”. A broken closet handle that just spins. Stains on the carpet even though it was “just cleaned.” Damaged doors. Mildew carpet from bathroom flooding. The carpet area in the bedroom area was dry. Stains on the walls. Broken night stand.

Please do not fall...

I was traveling with a disabled veteran , his Federal Service Dog and his caregiver ,helping them to get to their home in upstate NY. Feb 22,2023 at approx 11:30pm, this veteran was completely disrespected by the woman at the desk, Connie. She was rude after being questioned why his Federal Service dog was not allowed. The reason? her words "we don't accept Service dogs listed for 'emotional support.' What is his disability?" His caregiver showed her the document provided by the Veterans Administration and the clerk repeated that his service dog was not accepted because his disability did not qualify. Then she sarcastically said "you can even call the police, others who've had this problem have, and even the police tell them they can do this. This isn't about calling the police, this is about our veterans being disrespected and being made to feel humiliated as though what they had done serving our Country was for nothing. This veteran is a 100% Disabled Combat Veteran. Basically what Sleep Inns 'policy' is saying is that emotional support service animals really isn't a disability. Categorizing a disability. I'd say thats a serious form of discrimination. How dare you Sleep Inn! His caregiver took the next hour and a half helping him through this humiliation only to drive another hour to find another Sleep Inn (having called said Sleep Inn prior to arriving (in Georgia) to verify that his Service dog will be allowed in which his caregiver was told it was horrible as to what Jacksonville Sleep Inn had done to this veteran and telling his caregiver that that hotel needs to be reported according to Sleep Inn management. So we arrive at the Brunswick Sleep Inn in Georgia , it began with a hassle with the reservation and then to be told by THAT hotel clerk " well, I hate to tell you but we are the same way. So you cant stay here ." On top of this, his credit card was charged for the two rooms that had been reserved!!! His caregiver was assured they wouldn't be charged and she would receive a confirmation email. Both are lies. The bank account was charged and as of right now, she has no email! I would not recommend this Sleep Inn or ANY Sleep Inn for that matter to anyone . its clear they are a Veteran Hating...