Best Western® Hotels in Jacksonville

I would not recommend this location. If you can avoid staying please do. We were in town for my grandfather's funeral. The room was reserved for thurs(18th)-Sat(20) via priceline. Upon check-in the manager Sue treated my mother as if she did not want to rent the room out to her. She then proceeds to tell my mother that it would be extra for my children if they are over 13, which they were not. My mother told her she is not paying extra because the children were under 13. We finally get checked in and we are offered a room down stairs as my dad is in a wheelchair. We were grateful and accepted. The room that we were put in smelled of mold and urine. We had to go out and purchase our own cleaning supplies to ensure that the room was sanitary. Friday night my mother went to the front desk to purchase another night because she wanted to go to church Sunday. Fast forward to after all is said and done. My mother was charged for 2 nights set for 7/24 and 7/25. We checked out on 7/21... my mother calls the hotel and speaks with Jay who tells my mother that the manager (Sue) stated that she would not return the deposit of $100 and the charge for the extra 2 days because there were 10 people in the room that she saw on the camera. This is not true, we had family visit us at the room who never stayed the night, they came for a bit and left. Jay then tells my mother that she would need to speak with Sue the manager who was not in. So my mother waited and called when Sue was present and she explained all that I just explained to Sue. Sue tells my mother that she does not handle it, it is out of her hands. After being placed on hold for about 7 minutes Sue then comes back to the phone and is clearly being line fed on what to say as she proceeds to tell my mother that it is a matter that is over her head. She then tells my mother ”Do what you need to do and we will leave it at that” She states that she was only made aware of the locations new policies today. My mother reminds her that the conversation is being recorded for legal purposes and Sue states that is fine and gives her name and says she's been managing the location for 5 years. I then ask if you have been there that long how are you just now being made aware of the policies and procedures? She states that the location is under new management and each location is individually owned.... I want this whole experience to be known because stealing money from a mourning family is really low considering that we caused this location no issues at all... Some my wonder why did we not leave? This was the only place that we could find the had a wheelchair accessible room for the time of our stay. Stay at your own risk.