TownePlace Suites by Marriott Jacksonville Airport — Hotel in Jacksonville

RED FLAG! AVOID THIS PLACE! Please listen to the other 1 star reviews and stay somewhere else. When I returned from my trip I checked in at roughly 12:40 AM. I was given another handicap room but it was different this time.I used the restroom afterwards and to my surprise ... THE TOILET WOULD NOT FLUSH! I've stayed in many many hotels but this was a first. However, I remembered reading the exact scenario in a review left by another patron before booking. I called the front desk and spoke with Sam who stated there were no more king roooms other than the one given to me and offered for me to move to a double queen room. I told her that due to the fact it was after 1 AM and I had been traveling all day I was not packing back up to move anywhere. Sam was defensive despite me telling her that I know she is merely doing a job and requested to speak to management. I asked her how it is that I didnt get the room I booked on two seperate stays at the hotel. Sam was arguementative and kept telling me that I got the room I booked which clearly I did not. As a business owner, I deal with conflict resolution often so I took a calm approach to what was frustrating me.. despite me being completely calm as we spoke Sam was constantly attempting to overtalk me on the phone for no reason whatsoever. She stated that the rooms are first come first serve and since I arrived later I got the handicap king that I never booked, which literally defeats the purpose of a RESERVATION if the room I've booked and paid for is given away. Either that or the hotel is booking more rooms than they actually have available and then giving people what they want to give them. I was told management would be in, in the morning but I can tell based on the reviews and the rudeness of an hourly employee (lovely, Sam) that the management is just as poor as the rest of the service. Spoke with manager Wayne Cunningham who stated he would give us our Marriott pounts back for the horrible stay... never happened.

Based on another persons review they are very aware of the plumbing problems yet the problem persists and they refuse to do anything reasonable to accommodate.

Now that I know that the reviews about poor plumbing, rude employees, and poor AC are true... I have no doubt that the bedbugs are just as real. Save yourself the trouble. DO NOT STAY HERE!

Update: The hotel is responding stating that for some reason I'd choose to lie about speaking with manangement. THIS IS WILD! As my husband and I were checking out , my husband requested to speak with the mananger. The hispanic girl at the counter said "let me see if he is in" despite the fact that we could literally see him sitting at his desk behind the counter. Wayne Cunningham then comes to the desk. Slim white guy with short brown hair and tattoos up and down his arms. Looked fresh out of county jail. He immediately repeated the same thing about the handicap room reservation. He had been made aware of the problem but not once did he reach out to us as management to accomodate us when he arrived that morning.I was told he would arrive at 9 AM.. my huaband and I checked out around 10:40 AM and had not been contacted. He said He said that being that they are a new hotel plumbing issues are expected. Which again is something I've never heard in my life. He stated her will refund our marriot points through marriot bonvoy for the room and that we should get a notice within a hour or two. I asked what info he would need and he stated he will look it up by our names. I asked how many points and he stated it could be up to 25000. I left and called back about 20 minutes later to give my marriot bonvoy number because it is in my name and not my husbands. I will continue speaking witb corporate, Wayne. Calls are recorded and I'm certain you all have a camera behind the desk that will show every employee I spoke with. To lie and say we never spoke is absurdly dumb and ridiculous.

This is by far the worst experience I have ever had at a hotel and the whole team needs to...

Background of the Stay I stayed at this property from Saturday, July 19, 2025, until the morning of Wednesday, July 23, 2025. I completed my checkout of Room 519 at approximately 8:00 AM on July 23, ensuring that all of my belongings were removed.

Later that day, when attempting to use the Marriott mobile app to check into a new reservation, I noticed that there was no option for mobile check-in. Instead, the app showed an automatic assignment back to Room 519—the very room I had vacated that morning.

Assuming this was a standard reassignment and that the room had already been cleaned post-checkout, I messaged via the app to confirm its readiness. To my shock, I learned that the room had not been cleaned and that the hotel expected me to return to this uncleaned room and wait until the next day (July 24) for housekeeping service. This is both unacceptable and unsanitary.

Security and Service Failures I explicitly avoid room servicing during stays due to the sensitive nature of my business travel and the associated risk of theft. Additionally, since my original reservation was for one night (Saturday to Sunday) but I extended it through Wednesday, the room had not been properly restocked with essentials such as towels, washcloths, and toilet paper during that extended stay. This situation demonstrated a complete lapse in operational standards, compounded by the hotel’s failure to honor a clearly communicated request—in the Marriott app—to remain in the same room and ensure proper servicing upon extension.

Managerial Misconduct The handling of this matter by the hotel manager, Jessica, was deeply troubling. She made multiple contradictory and demonstrably false statements, claiming at first that she had called me twice. When I noted I had received no such calls, she changed her explanation, saying she had called the hotel room—one that I had checked out of. She then falsely stated that I had checked in via the app, which is simply not true. The app did not allow me to check in; it merely displayed an assigned room.

Breach of Contract and Fraudulent Charges Most egregiously, the hotel attempted to charge me a cancellation fee for one night, despite the fact that I was forced to cancel due to their failure to provide a clean and ready room. I consider this not only a breach of service but also a fraudulent business practice. I was billed for a reservation that the hotel was not prepared to fulfill under even the most basic standards of hospitality.

Impact and Request for Action As a loyal Marriott guest (Lifetime Platinum Elite) with over 73 nights stayed in 2025 alone, I am dismayed and offended by this experience. I am respectfully requesting immediate investigation and accountability for the service failures, misrepresentations, and billing improprieties that occurred. Furthermore, I respectfully request that: The unjust cancellation charge be immediately reversed. Corrective disciplinary action be taken with regard to the staff responsible, especially the manager involved. Assurance be provided that systemic failures such as these are addressed to prevent recurrence at this or any other...

As a member of Marriott, I have enjoyed every stay EXCEPT TownePlace Suites Jacksonville Airport! We stayed there 11/22/24-11/24/24. IT WAS THE WORST EXPERIENCE I HAVE EVER HAD for not only a Marriott but any hotel I've ever stayed. The assistant general manager, Austin Nash is the most disrespectful manager I've ever encountered. We were put in a handicap room (#102) NOT BY REQUEST or NECESSITY. The first time the shower was used, the water drained into the kitchen. We informed the maid in the hallway who gave us extra towels to clean up the water. She also left us with extra towels so we could put up a towel barrier for the next time we took a shower. The last two days of our stay, the smell in the room and hallway was horrible. We called the front desk and they apologize and informed us the county was working on the sewer system earlier in the day of our arrival and they have no control of it. When we checked out and shared our complaints, the front desk clerk told us the manager, Austin Nash was not in and would call us later. He never called that day so I called the hotel the next day. Austin was not available but called back and told me that he could do NOTHING and would not go back and forth with me. I requested to speak to his manager and he said I can not give out my manager's name and that I should contact Marriott's Corporate Office. I hung up and did just that! They listened, were very understandable and sent an email to the general manager. My follow-up email I received from corporate said the decision from TownePlace Suites Jacksonville Airport is that they will not be doing anything. Because this is a franchise there is nothing the Corporate Office could do either. Long story short, nothing was done. Needless to say, we will never stay at this particular hotel again! Not sure who trained AUSTIN NASH but I think his customer service...