Tru By Hilton Jacksonville St Johns Town Center — Hotel in Jacksonville

The night of April 28, 2022- I would NOT stay here again, nor would my wife. The biggest issue we had was the fact the DEADBOLT ON THE DOOR DID NOT WORK. This is ROOM 302. This meant ZERO security over night whilst we slept aside from that flimsy inside door latch. We actually took the laundry board and placed it in front of the door in case someone tried to come in, it would fall and wake us up. For whatever reason the door doesn’t line up with the deadbolt hole in the wall. That means when you turn the deadbolt, it hits the wall and won’t engage the hole. We noticed this after 10 p.m. last night or else we would’ve gotten a new room immediately. The sad thing is since this is a construction issue, the door and deadbolt have been like this since day 1, and no one has fixed it. I emailed Hilton’s executive team (found on Elliott.org) immediately last night regarding this issue, and the general guest correspondence email, and as of now, 2:11 p.m. April 29, no one has touched base. We tried to tell the front desk about this issue upon checking out, but there was NO ONE at the desk or anywhere in the lobby. Bizarre. If you can look past this liability and security hazard, I still wouldn’t recommend this hotel. The king bed room was as small as a hotel room at the W Hotel in Manhattan. I mean, it was tiny. There was hardly room for the two of us, and I managed to hit my shin on the wooden bed surround they for some reason have as I was navigating the space between the end of the bed and the exposed closet/fridge against the wall. Oh, and I was hitting my head on the wooden shelf the protrudes over the sink when I bent over to wash my face last night, this morning. If there was an in-room coffee service, we never found it. Lastly, the bed didn’t have those nice hotel sheets and comforters that we usually see in any hotel bed, particularly in the Hampton Inns for example. There really weren’t any extra pillows, like again, Hampton Inns offer, and there weren’t any extra blankets that are generally kept in the room’s closet (since there isn’t a closet). Oh, and I asked about getting late checkout, and I was told noon was the latest they could do; they only had cleaning staff from a temp service and those cleaners had to be done by noon so we couldn’t stay...

The customer service at this hotel is truly awful. As a loyal Hilton member I went to check in for my one night stay as I was traveling late with my two young girls. I was to be staying at the hotel for 4 hours from 2 am until 5 am and was given the price of $134. Upon arriving at the hotel we were told that because we arrived after midnight we would have to pay for 2 nights? When we questioned this and asked to speak with the manager regarding the policy since our stay would only be 4 hours, the person working the front desk threatened to call the police and told us he could refuse service and that we were not able to speak to the manager or have his name. He was not wearing any Hilton attire or any type of name tag whatsoever. At no point was I even slightly aggressive and did nothing but ask for his name and to speak to the manager that he was continuously calling and speaking to about me to obtain information about the policies that he was referencing. When asked for his name or any information he began to make larger attacks on my character and claim that he felt uncomfortable providing his name because of the state of the world. He agreed that I was at no point aggressive and at no point insinuated anything hateful towards him, yet pointed out that because we are different races he wasn’t comfortable with me. In the same way that he does not want his race to be judged, he had no problem judging my character based off of my skin tone. My rights as a paying costumer and Hilton Honors member were entirely ignored. We left without a hotel room and with a very nasty feeling about the attacks that were made on us for simply questioning why the price we were given couldn’t be guaranteed and how a 4 hour stay warranted paying...

Overall better experience than most hotels nowadays. The facility is clean, and we enjoyed the free breakfast. We stayed to visit family for Thanksgiving.

Didn't give a full 5 stars because of a few things. First of all, they charged a pet fee for my service animal for my seizures. I told them at check-in, and I thought the front desk said there was no charge, but they charged me at checkout and didn't say anything. I didn't see that until they emailed me the receipts. No paper receipts were given or any explanation of the charges.

Secons, we stayed on the 2nd floor and could hear whomever stayed above us from 10 pm to about 12. And then again as early 6 am until 11 am. It was so strange, like sounds of moving furniture and heavy boots walking back and forth. It sounded like they were dropping things and rolling things around.

Another thing was the breakfast not keeping up with the rush of people. Around 8 am everyone was up and I was standing in line for 15 minutes just to find out there was no food left, so I sat back down and waited for a refresh. But as soon as that happened, people rushed back up to get more on their plate after already having food. Would help if there was friendly signage to remind guests not to hog food. Some guests showed up last 15 minutes just to be told they were done replenishing food.

I'll still be staying at future Tru hotels, since I enjoy the consistency. Thank you to the staff that worked...