Residence Inn Jacksonville Airport

BEWARE !! We stayed one night at this hotel before an early flight. Upon arrival at the airport we realized we left the jacket behind and called the hotel. They said the head of housekeeping would check and get back me. We called 4 more times during the week and never could speak to the head of housekeeping.The jacket had an apple airtag in the pocket so we knew it was still at the hotel. When we returned from our trip on Jan 10, we went back to the hotel to retrieve the jacket. Jonathon the front desk clerk advised us the jacket had not been located. We walked around the hotel “pinging” the airtag and heard the ping from inside the 2nd floor linen room. Jonathon unlocked the door and we could hear the sound coming from inside a locked cabinet. He said the only person who had the key to the cabinet was head of housekeeping snd she wouldn't be in until Monday. I informed him that we lived 2 hours away. Still, no one could open this cabinet The next morning I sent an email to the GM, head of housekeeping, director of sales, Marriott customer care, and director of operations at crestline. Within a few hours of my email, the apple airtag had moved OFF Marriott property and is now on Monaco Drive in Jacksonville I contacted the hotel at 11pm and spoke to Lauren who claimed to be a manager. She said she couldn't do anything until Monday ( today is Saturday ) and they would “get back to you”. I asked Lauren for her titled and full name and she said that she didn't have to tell me this. Lauren became very defensive when I pressed her with our documentation of the event. At this point, we now have to drive back to Jacksonville and file the police report.

Cannot Believe this is a Marriott property. Upon entering, the hotel had a damp, musty odor. Apparently, they were aware as they had two huge noisy floor fans running to dry up whatever was causing the smell. While staying for two nights, we changed rooms THREE times. The first desk staff was friendly but not empathetic, nor did they have any authority to provide solutions other than changing rooms. Of course, there was no manager to address any concerns (at least that's what we were told). According to the number of cars in the parking lot the hotel was no where near full however our first room was on the 3rd floor down a long hall to another hall with a room on the end that had us looking at a wall. The toilet was running, and although they did send maintenance to fix it, we just didn't want to take the chance it would start running again through the night. Next up was another room which had water on the floor and the carpet was damp. Since we saw housekeeping on the floor, we thought they had just mopped the bathroom and left water on the floor. However, once I got up to go to the bathroom, it was obvious there was a problem. The toilet was actually leaking, which caused more water on the floor that left your shoe print in it once you stepped in it. Finally they moved us on the top floor around 9:30p. Had they done that, initially, the review would have probably been higher. This room didn't seem as though it was a part of the same hotel. Very clean, no running toilets or leaking toilets, and most of all, there was no musty damp smell. No one took any ownership for our horrible experience. I was told once the manager returned, she would call me. I haven't received a call, but if she did call, she certainly didn't bother to leave a message so I could return her call (no accountability ANYWHERE). If this is how the management staff leads by example, now I know why the front-line staff is so insensitive to the needs of their customers.

First, the pros. The front desk clerk was very friendly and efficient. She apologized when I asked why the parking area was pitch black-no lights-and explained that someone hit a power pole, knocking out all lighting to the parking lot. Evidently it’s a city issue and not a hotel issue, but it didn’t make a solo woman traveler feel very safe. Cons: I can’t believe that anyone would consider this room appropriate for occupancy. There is actually duct tape across part of the tub. The faucet isn’t dripping; it’s running lightly ( hot water). The tub is GREEN and GRAY( I believe at one point in its life, it was white). The floor in the “closet “ area seems to have been re-configured… but not finished. If I didn’t have an early AM flight (which, by the way, was the reason I chose to stay here the last night of my business trip) I would have gone back down and asked for another room. This room isn’t fit to be a Motel 6, and certainly not a Marriott property.

I would love to give this property 5 stars. Really, I would. I am staying here for an extended period of time while renovations are being completed on my house. The property itself is well maintained. All the amenities are great EXCEPT for the internet connection. Right now, there is no internet access in my room. We are going on THREE DAYS. This happened last week, too, and the internet access was unavailable for almost 48 hours. Twice. In a week. I need internet access in order to work. The hardest part is that since the internet works in the lobby - where I am writing this review- the hotel staff just doesn't care that I have no access in my room. They shrug their shoulders and look at me with a blank stare and tell me either 1) that there is nothing that they can do about no internet access in my room or, 2) that "they are waiting for a call back from the internet provider " THREE DAYS

I have stopped at this Residence Inn twice in the past week. Front desk was very friendly. My first room was a total surprise - it still had an oven with the stove top. I was overjoyed. I truly miss those days of ovens in every room. On my second stay, I didn't have an oven, but I did have an ever so comfortable bed. Both rooms were clean and well supplied. I didn't find any bugs. Breakfast opened promptly and was very tasty. The weekend lady who makes the grits does an outstanding job. Best grits ever. The Front Desk now has a smaller cart for taking out luggage that is much easier to maneuver along with the large cart. The only obvious wear and tear I saw in the public areas was where some of the carpet could used some re-stretching.

I work for a consulting company where we regularly travel for work and stay exclusively at Marriott Hotels. The service I received at this one stood out! Lauren at the front desk was the most friendly and helpful person in service I have spoken to in a long time!