SpringHill Suites by Marriott Jacksonville Baymeadows — Hotel in Jacksonville

We arrived at the Hampton and noticed our credit card was charged before we even checked in. When we inquired about this at the front desk, we learned that it was a new policy. To add to our frustrations, my parents were placed on a separate floor from us.

Upon checking in, I spotted a sign indicating that trailer parking was prohibited. My parents had brought their truck with a trailer, and we also had our SUV with a trailer. I asked about parking options, and they suggested that we check with the church next door for permission. Unfortunately, no one was at the church, and the phone went unanswered, so we ended up having to unhook both trailers. Which is not ideal and allows criminals access to trailers. We did our best to secure. The hotel was not busy that night, so I suggest they allow guests with trailers to park farther out when occupancy is low. It would also be helpful to set up an agreement with the church for parking or to provide guests with a way to contact them. Additionally, converting the compact car area into a designated trailer parking area could be a practical solution.

We also asked about veteran or any discounts. They don’t honor anything. We went through a third party and THINK we got it through them so we will check later. But the attitude was this reservation was through a third party and why all this is happening. 😂

When we finally reached our room, we encountered several issues: the barn-style bathroom door was damaged and wouldn't close properly, the toilet appeared to have been used after cleaned, there was no toilet paper, and the sink was dirty. We called for maintenance and were put on hold for an extended period. When the maintenance worker finally arrived, he told us, “Yeah, this is bad,” confirming that they had been working on the room. This prompted us to move to a different room. The same maintenance worker verified the new room beforehand, claiming he checked the TV to ensure it worked. However, once we settled in, we found that there was no remote to turn off the TV, and there was no button on the television itself. Our attempts to contact the front desk via the room phone (it wasn’t working) and text messaging received no response. We even tried calling the main number with our cell, but no one answered.

We like to watch a little TV or news before bed, so we ended up having to unplug the TV and go to sleep. The new room was passable but could use some cosmetic updates. My parents' room was in decent shape, though there were crumbs by the nightstand, but also a broken farm door.

I also noticed that the front desk staff often sat down in the lobby area, which gave an impression of unprofessionalism. One employee—who appeared to be a manager—did not even stand up to address us. Instead, she spoke to us from across the room while seated on the couch. Our trip was meant to assist an elderly family member with their move, and we were already exhausted. The additional hassles at the hotel were unwelcome, and my elderly parents certainly didn’t need the added stress. On a positive note, the breakfast was...

I've stayed at this location multiple times, but after this last stay never again! I booked a room for my parents and a room for my husband and I. At the time of our stay our key cards did not work. None of the guests in the hotel were able to use their key cards. We had to wait for a staff member to open the door. The day that we checked in, there was only one person working the front desk and opening doors for everyone. The keys didn't work for our 2 night stay. The TV didn't work properly in my parent's room, so they were moved. THEN when they moved to another room, the blinds would not close. In my room, the sliding bathroom door would not stay closed and the bathroom sink would not drain properly. I put in a request to have those things fixed, and I was told that it would be done when the person came on shift. It NEVER happened. I spoke to the manager Brandi Brown about all of the issues and she apologized and said that the last manager let a lot of things get out of control and that she was trying to fix them. She also said that she would comp my reward points and refund my hotel stay. She advised me that she would leave a note with the people working the front desk so that they'd know what to do when I checked out. The next day I checked out and a note WAS NOT left. I called multiple times during the following week and could never reach Brandi, and she never responded to my emails. I reached out to Marriott Customer Service and received 3 cases. I was charged for 3 nights, versus 2. The first case I was refunded 1 night that I never should have been charged for. I called and complained because that was not what Brandi agreed to. Another case was opened and nothing happened. I called back and spoke to a manager who was able to refund the points used and I was told that the refund would be escalated and that I'd get an email about the results. I never got an email, so I called AGAIN and was told that the Marriott Customer Service number cannot provide refunds. I was told that I had to go through the property to get a refund. I explained again that I was being ignored by Brandi and no solution was provided. I asked for her supervisor's name and email and that was not provided. I am pissed. I would not be so upset if Brandi didn't lie to my face and ignore me. She offered to comp everything and then changed her mind without saying anything to me. As a Gold Elite member I expect better service. This is the only time that I've had issues, but now I know if I do have an issue that I cannot count on Marriott to effectively communicate and provide exceptional...

The "manager" Eric does not belong in the hospitality industry at all!! He has the absolute worst people skills and is quick tempered to make decisions when addressing issues with your reservation! He was beyond rude and non accommodating when my wife and I asked him to handle the situation with the room above us making constantly thumping and jumping on the floor as if they were wrestling, which lasted for over an hour. When calling down to the front desk he informed me that he had contacted the room and the guests stated that their kids were sleep and not jumping around. I told him that was false because we still hear the loud thumping above us to which I asked if he could check with that room again since the issue is still ongoing. He told me verbatim, "it's 5 o'clock in the afternoon and I can't tell them to stop running around their room and making noise". I told him that's an issue since we literally just checked in a little over an hour ago and haven't been able to rest since we arrived. He proceeds to tell me that he can refund me and leave the hotel if I'm not comfortable with the issue, to which I obliged. He gave no effort of rectifying the situation after realizing the guests lied to him about their kids being sleep and making loud noises and falsely accused me of threatening him when I simply told him that this is an issue. They called the police on us for his lack of hospitality skills to rectify a noise complaint from his guests. He doesn't belong in the hospitality industry at all and I'm sure this isn't the first complaint someone has made on him in his alleged 25 years in the business because he flat out SUCKS and is the most deplorable individual I've ever come across in my 40 plus years of visiting hotels! Literally the...