Hilton Garden Inn Jacksonville Orange Park — Hotel in Orange Park

The say that one bad apple can spoil a bunch and that is most definitely what General Manager Ms.Madeline did for me with this site. I frequent this hotel a lot for personal and business matters so I'm always pressed for time and need a space to peacefully and comfortably work so i favored this location and the neighboring hotel (Hampton Inn) located in the same parking lot weekly (check my Hilton rewards account to verify). The last few times I checked in I was pleasantly and immediately welcomed by Ms. Tori and because of her using her professionalism and empathy she asked me if i wanted her to just charge my card that was already on file just to make it more convenient for me and i told her yes. MAJOR HELP. She did that every time i reserved my room here and that really made me feel happy to spend my money time and energy here.

I then also because i work late sometimes i was up at around 12am and was pleasantly greeted and assisted by Mr. Matthew which again made me realize that i chose the right place. I then check out and 2 days later i make a new reservation. Again pressed for time i proceed to get out of my truck to check in excited to see Ms. Tori but as i cross the threshold of the lobby, i see a new rep at the desk and she was nothingggg like Ms. Tori at all. And of course everyone is different but she lacked the professionalism , excitement or empathy Ms. Tori gave me or what i experienced with Mr. Matthew. She DID NOT GREET ME AT ALL. I am pretty sure tone facial expressions and body language are all a part of greeting a PAYING customer. I ignored it and still proceeded to the front desk. I smiled and said hello, she replied with a very dry and unwelcoming hello , while sluggishly sitting on the chair to check me in. (im pretty sure camera footage will confirm all of this). I then asked her her name because i was just so displeased. She then asks me for my card which was the same card on file and i ask her if she can just run it like the other rep to make it easier? She then in a very nice nasty condescending tone asks for the card again while looking at me as if i was getting on her nerves. I then go in my purse to retrieve the card and that point im over her attitude. I then ask her name again she gives it to me and then in smarty pants attitude she replies "I'm the general manager" as if that was a good thing. I knew then that i was coming to google because its people like her who unnecessarily ruin a good brand due to the ego. She needs more training or give the position to Ms. Tori because I'm pretty sure she has done that to others when she should treat all paying customers the same or just people in general.

I have not showered or anything. I checked in and immediately came to give this review and i never leave reviews unless im giving kudos but Ms. Madeline has ruined the tase of this company's location for me. I AM EXTREMLY...

Service lacked from the moment we walked in. Room was musty and damp, beds were so hard we used blankets to lay on for cushion. Booked this hotel for hot tub, got told “it was out of order and they haven’t received the part in a timely manner.” Going back in the comments I now see it’s been out of order for at least a year. Went to lobby for a drink between activities on our second day. Spouse set to meet me in the lobby to leave again. After some time didn’t hear from them, went to head back upstairs and was told the elevator was out of order and someone was stuck in it. I called my spouse thankfully it wasn’t them, but when I asked the employee how my spouse (who is a wheelchair user) and I were supposed to head out she just shrugged and walked away. We stayed in for the night and missed one of our group activities. I can understand random elevator issues can happen, but, going back in reviews I see that the elevator disrepair is not a new issue either. If you see someone checking in with physical limitations and you know your elevator is shoddy, put them on the first floor. It is not our responsibility to check the status of every elevator we encounter. Another night we sat in the lobby playing card games with friends from the area, ordered drinks from the bar, asked if the lights could be turned on in the corner over the table we’d chosen to be out of the way of the other patrons. The front desk lady huffed but turned them on and blasted the whole room with lights instead of just the ones in our corner. When everyone jumped and looked up in the lobby she yelled across the lobby at us “you see, everyone gets punished”. We told her she could turn them back off, which she did immediately. Then we, and all the other lobby guests, were treated to her FaceTime call, presumably with her child, loudly exclaiming she was going to spank and beat them when she got home. Do not stay here, the hot tub they boast, one of the only in the area, does not work. You may spend time trapped in an elevator. And if you manage to avoid that and you don’t mind terrible customer service, you’ll be in a dingy, dank, smelly room with rock hard beds...

I've had several stays at this Hilton and always had a good experience till my most recent trip.

The carpets in the room were wet. Like, had to lay towels down, and those eventually got damp to, so I had to ask for more towels. Pretty much, had to keep my shoes on at all times.

I specifically booked this hotel for the hot tub, with the full intention of utilizing the amenities. Both the pool and hot tub were out of commission. I was told I could use the hot tub at the neighboring sister property. So I walked over, only to be told, they don't have a hot tub. They laughed saying, they sent people over to hitlon because they don't have one and they know that. And they laughed. But it wasn't really funny. More disappointing than anything. When I walked back to the Hilton, they just said sorry. And told me next I booked to specifically ask if its working.

So I went back to my room to do a self care day. The shampoo and conditioner in the room were empty. There was hair in the shower. Not enough towels cause they were on the floor.

In the morning, I went to get a cup of juice before heading out to do some errands really quick. I was stopped and told I needed to show my ID, and confirm my room with the front desk to make sure i was a guest. I told her I had prepaid for the breakfast with my room. She said she needed proof. There were people everywhere, and they all stopped and were watching while this woman is pretty much acting like, I was lying to her. I had a bag over my shoulder and another bag in one hand. So, fetching my wallet would have meant putting my bags down, with an audience.... I threw the cup away, and didn't have juice... and decided to not get breakfast at all, due to feeling very uncomfortable. Waste of my money. I went to the waffle house next door.

Over all, just, was not a good experience, especially for the cost,and lack of amenities and...