WaterWalk Extended Stay Jacksonville Deerwood Pk — Hotel in Jacksonville

I checked into the hotel and paid for a full week on Wednesday, September 17, 2025. I completely enjoyed my stay - the room was GREAT (even though I really wanted a balcony but couldn't get one), the staff, Sheria and Mike, were very pleasant, friendly and fun to talk to. The accommodations were superb, as I expected. Until Sunday afternoon, September 21, 2025 when I decided I would spend some time at the pool. There were two people already there - listening to their music on a bluetooth speaker and a very high volume. Much higher than was necessary for them to be sitting right next to it. I grabbed a chair on the other side of the pool, as far away as possible, and put in my ear buds to listen to my own music. Unfortunately, all I could hear was theirs - even over the buds inserted into my ears. After a few minutes I kindly asked them to turn down their music just a little so I could hear my own and they stared at me like they didn't understand me, not saying a word. I turned back to my chair and tried again, adjusting my volumes so I could hear my own music. This didn't work so I walked over and asked them to please turn it down so I could hear my own music, reminding them that I'd already asked once. Again, they looked at me like I was an alien. I asked once more and then said I'd get management's help if I needed to and they both laughed. I went inside and asked Sheria for help then went back to my chair as the two people stared at me down and looked very disturbed and threatening. Sheria approached them and asked them to lower the volume and they did, so she went back inside and they immediately turned the volume right back up - even louder than before! They were still staring at me and looking very intimidating so I gathered my things and left. the pool. As I sat in my room I thought, well, if there's no restrictions on volume. I'll pull my vehicle around to the pool and listen to it with the volume up, and that's what I did. Again, I was stared at and they looked very threatening - so I took a photo of the very large man in case any violence ensued so there would be evidence of who had perpetrated it. A few minutes later, an older man entered the pool, stood directly over me and took my photo. When I asked him if I could help him with anything, he gave me the same stare as the other two and didn't say a word. He was the father of the two and there as "backup", I suppose. Again, I decided it wasn't worth it and left the pool area, driving my car back around to the s. de parking. As I passed the pool, the very large o. e from the couple stood up and faced me, stared and pointed to the ground like he wanted me to come back and stand my ground and fight him. Of course, this was not going to happen. So I went back upstairs to my room, got dressed and went down to speak to the front desk. I mentioned that the two had made the music even louder and I was not enjoying my Sunday afternoon. At this point, the father entered the conversation, telling me there was no sound regulations on Sunday between 9am and 9pm. The father then went into the manager's office with both Sheria and the other employee. When they came out, I told Sheria I was going to be leaving and would like a refund for my unused stay, Sunday day, Sunday night though Wednesday morning. She said she was unable to issue me a refund, so I told her I would stay through my reservation. She then told me that I was being asked to LEAVE the hotel. Then the father jumped back into the conversation and began to tell me about the two being his children and how it was illegal for me to take a photo of his kids. I told him there was no such law and his children were rude and disrespectful. The father said they could listen to their music as loud as they wanted. I disagreed if it was rude and I could not hear my own music with...

To begin with, the hotel was fairly satisfactory! The rooms were quite pleasant, which contributed to my choice. Additionally, we had arranged for a chef friend to cook for us. We opted for the two-bedroom suite because it featured a fully equipped kitchen, a large stove, and a dining area suitable for four people. Moreover, we had tickets for the Jaguars versus Jets game.

Upon our arrival on the evening of December 14th, we checked in, received our keys, and headed to room 303, if I recall correctly. To our astonishment, when we opened the door, we found someone already occupying the room! While it was quite embarrassing, it also posed a potential risk. As a former police officer with 19 years of experience, I was carrying a weapon that night. Fortunately, the situation went unnoticed.

We returned to the front desk to address the issue, and the young clerk appeared quite flustered by the mistake. She then assigned us another two-bedroom suite. However, upon entering that room, we discovered that the beds were unmade and the room seemed to be undergoing repairs. We went back to the clerk, who then contacted her manager, "Kat," by phone. Eventually, we were given accommodations, but unfortunately, they were two one-bedroom suites. This change meant our plans for the chef to come and cook were thwarted, so we opted to dine at a nearby restaurant.

We were informed that the manager would be available around 3 PM the following day, and we let the clerk know we would speak with her after the game. On our return trip from the game, I called the hotel and spoke with Manager "Kat." She informed me that they had a room that matched our original reservation. I inquired about compensation for the first night we couldn’t stay in our room. She stated that she wouldn’t comp the room but could offer a discount on the one-bedroom suite we occupied. I found this unsatisfactory. I explained that our plans had been completely altered due to the hotel's error, and we were still paying for accommodations we hadn’t booked. She insisted she had done everything possible.

After hanging up, we arrived back at the hotel, and I discussed the issue again with "Kat." She became rather curt regarding the whole situation and my expectation of a complimentary first night. Her attitude could be described as "Nasty Nice," and in response, I called her "sweetie." At that moment, I could feel my frustration rising. I then asked for a number to potentially escalate the matter. She wrote down a number and handed it to me, and I requested her name, which she also provided. After that, she gave us our keys, and we managed to get a decent night's sleep!

I want to express my gratitude to Hotels.com for swiftly resolving this issue once I reached out. I didn’t want to let my frustration escalate, especially when I was in the right! The fact that Hotels.com intervened and clarified the situation so promptly was a relief. Thanks once more! I’m uncertain if Manager "Kat" regularly behaves this way with customers or if it was just an off day for her. Nevertheless, her customer service fell short of expectations! We will be seeking different accommodations...

This hotel and staff were an absolute blessing to us! We stayed here for a few nights while hurricane Milton came through. My husband accidentally selected the wrong dates after, understandably stressing, on Expedia while booking... and found that out after our brutal drive there with a bird and cat who were not too pleased to leave their home. The agent we spoke to on the phone the night before made us feel so at ease about our animals coming with, we knew we just had to give them a shot!

The general manager, Cat, had pulled out all the stops in an already booked full hotel, to get us a room for our stay, and promised to refund us the Expedia amount after we opened a ticket with them. As a former front desk agent, I understand all that goes into a days work, and I truly appreciate the amazing assistance through our stay! Thank you so much again, Cat!!🫶

The rooms were beautiful, updated, and so comfortable it truly felt like home! My husband and I, along with many others I had heard comments to the front desk saying that they wonder if downsizing and living here is a good idea instead of all that you accumulate after living in a large space. Our whole family was so cozy and happy here. We admittedly are a bit picky when it comes to hotels and expected any hotel that would take our pets even in a hurricane, would be a bit run down, loud, or smelly. Not in the slightest for this place! This place even had an amazing lifesaver of a coffee machine that made specialty drinks complimentary for guests! We were stunned! Never were able to use the pool or outdoor amenities due to the storms, but everything was beautifully maintained. We didn't have hand soap, batteries for the remote that were still working, or paper towels for the holder in the kitchen. They did, understandably, fix up this room for us in a jiffy so that we'd have a place to stay, which we so appreciated. We did ask for those items, and the front desk wrote our info down, but we understand the front desk was so swamped with all the check ins, that we bought our own things the next day instead of pestering them again. Also, a heads up for anyone staying, the housekeeper is a sweetheart, but did ask that we don't put the trash tied up outside our door; she asked very nicely if we would take it out to the dumpster. I imagine she was swamped as well, and we understood.

This place was beyond a godsend, we truly didn't want to leave, and we will be planning our next staycation here with the animals so that we can enjoy more than a day trip away! Thank you for your amazing hospitality and a true reprieve before dealing with the aftermath...