Holiday Inn & Suites Orange Park - Wells Rd. by IHG — Hotel in Orange Park

I booked this room as a present for my mom who was attending a wedding I was in. From moment one she was treated like a criminal. She is a sweet little 60-year-old woman who was wearing a GOWN as she was headed to the wedding. Could not have looked less like a criminal or scammer. I had already paid for the room months ahead of time with a combo of my IHG points and cash, and put my card on file in the app ahead of time to be the card on file for the room. The front desk called me when my mom arrived and interrogated me about why she was there when my name was on the booking. She has my same last name, surely it wasn’t that hard to figure out that she was my family. They made her put her own card down and charged her for the whole room, which was mortifying because this was a present for her that I had booked MONTHS in advance with my card. I have been an IHG rewards member for several years and have never had these issues or been treated this horribly. When my mom went back to the room after the wedding to go to bed for the night, she quickly asked the front desk person if they could double check that her room key card was not accidentally deactivated by her phone in her bag. They refused to check it for her and instead started calling security on her! A 60-year-old woman in a gown!!! Thankfully her key card worked and she got into her room, so they eased up on her. But wow!! How dare they treat this sweet old woman this way. And how dare they make her pay when I already paid MONTHS in advance. To make things even shadier, this stay had COMPLETELY DISAPPEARED from my IHG stay history the next day!! No opportunity for me to leave a review or give feedback, no opportunity for me to e-check out as I usually do for all my IHG stays. I had to do all the investigating myself and be on the phone with guest relations for at least an hour to get some help. They stay is now visible in my account but I still don’t have my stay points I was supposed to accrue, AND it won’t let me even see the bill or room charge. But guess what? MY MOM CAN’T SEE IT EITHER! So how are we supposed to keep this bill for our records and dispute it as we should??? SO SHADY. I am absolutely disgusted with this experience. For a company whose entire job is hospitality, the front desk people on April 22nd could not have been LESS hospitable to my sweet mother. This experience soured the wedding day for both of us and made us both cry. Absolutely disgusting treatment and service. I hold a Bachelor of Science in Hospitality Administration from BU, the #2 Hospitality program in the entire country. I know what I’m talking about. I am horrified at how we were treated, especially as I am a loyal IHG rewards member and have been for years. The guest relations woman on the phone gave me some extra points (still don’t see them in my account), but what really needs to happen is that my mom needs to be fully refunded this unacceptable room charge back to her card. And I hope those front desk people who were working at the Holiday Inn on Wells Rd on Orange Park, FL on April 22nd between 2pm & midnight switch careers, because they were shameful. We need a full refund, all points reflected in my account, and...

I stayed here for a few days during a recent business trip and I must say I was very pleased. I was able to get an early check in which was great because I arrived around 1pm and was so very tired. I wasn’t offered a complimentary drink like my coworkers but that’s okay because I don’t drink alcohol anyway. There is a table in the lobby with yummy ice cold lemonade flavored water. That is more my preference. They also had cookies. My room was beautiful. I loved the king sized bed and the walk-in shower in the bathroom which is huge. They have Dove products in the bathroom. Big bottles of shampoo, conditioner, hand soap, and hand lotion. I didn’t like that the bathroom door wouldn’t stay open. I had to use the chair in the room to prop it open after taking a shower. The computer desk and chair seemed to be squeezed in next to the tv like they don’t belong there. On the other side of the tv is a mirror and some type of stool. I’m not sure what its purpose is but I put my suitcase there. The air conditioner was freezing cold so I turned it off the entire time I was there. Maybe I’m the only person who has an issue with the clock in the room but I woke up in the middle of the night because the light on the clock is super bright. I turned it face down so I could get some sleep because I like it to be pitch black when I sleep. I don’t know if there is a gym and laundry room but I did see a pool in the back and an ice machine on my floor. They have a restaurant inside the hotel. I didn’t try the breakfast but I did see a sign that says breakfast is $1. I ordered two appetizers for dinner. I ordered the quesadillas and burger sliders but couldn’t finish them because they were huge amounts of food. The sliders came with fried potato chips which were awesome. All of the food was delicious. I had read earlier reviews about the bartender. I will say he definitely deserves those compliments. He treated us very well. Overall this hotel is beautiful inside and out. I would recommend it to anyone and if I’m ever in that area again I will definitely be...

Let's start with the good: the breakfast area was awesome, and the lobby was beautiful. The pool area was nice, and the front desk staff were pleasant.

Now for the not-so-great parts. I splurged on a 1-bedroom king suite, expecting a top-notch experience for the $200+ price tag. Unfortunately, the cleanliness left a lot to be desired. While there wasn't trash everywhere, it definitely wasn't up to par for a mid-range hotel.

The bathroom was particularly disappointing. I found eyelashes on surfaces, stains on the countertops, and even weird marks on the toilet seat. The shower had visible dirt or grime. In the main room, there were stains on the carpet. The refrigerator was dirty, rusty, and had ice build-up.

These issues point to a lack of attention to detail in cleaning. It felt like the staff rushed through, probably due to a heavy workload. However, that's on hotel management to address by hiring more staff if needed.

For over $200 a night, I expected a fresh, clean environment. While the main room didn't have any odors, there was an unpleasant smell near the toilet. The inside rim of the toilet bowl looked like it hadn't been properly cleaned in ages.

On a side note, as an IHG One member, I was disappointed not to be recognized.

In summary, while this Holiday Inn has some great features, the cleanliness issues in the rooms are a major letdown, especially considering the price point. Despite these problems, I'd be willing to give this place another shot in the future to see if they've made any improvements. Hopefully, they'll address these issues and live up to...