Comfort Inn & Suites Jacksonville

Business reply on Google

We’re sorry to hear that your experience did not meet your expectations, and we appreciate the opportunity to clarify what occurred. At Comfort Inn & Suites, we strive to provide professional, respectful service to every guest. At the same time, we maintain a firm policy that our team members must be treated with respect during all interactions. Based on our internal review, the communication during your call did not meet those standards, and our staff member reported feeling disrespected. For that reason, the situation was escalated to management. Regarding the request for a credit card, this is a standard procedure—especially when a reservation has been flagged for verification. In this case, the reservation was associated with an employee discount rate that requires additional validation due to prior instances of fraud and misuse of such discounts across the industry. Because of this, our team was required to secure payment details promptly to ensure the reservation remained valid. We do understand that you were traveling at the time and may not have been able to provide the information immediately. However, given the nature of the rate and the verification requirements, our tea

Business reply on Google

Thank you for bringing this to our attention. We sincerely apologize that your first experience with us was disappointing. Providing friendly and helpful customer service is very important to us, and we are sorry to hear that you did not receive the level of service you expected from our front desk team. Your feedback will be shared with management so we can address this matter and work on improving our guest experience. We truly appreciate your feedback and hope you will consider giving us another opportunity to provide you with a much better stay in the future. Kathy Johnson Front Desk Manager Comfort Inn & Suites

Business reply on Google

Thank you for sharing your feedback with us. We’re sorry to hear that your experience at the front desk did not meet your expectations. Our goal is always to provide a welcoming and comfortable environment for all of our guests, and we regret if this interaction felt inconvenient or frustrating. At times, our team may need to verify reservations or room access before allowing use of certain facilities, but we understand how important courtesy and clear communication are in those moments. Your comments will be shared with our team so we can continue improving the guest experience. We appreciate you bringing this to our attention and hope to have the opportunity to provide you with a smoother and more pleasant stay in the future at Comfort Inn & Suites. Kathy Johnson Front Desk Manager Comfort Inn & Suites

Business reply on Google

Dear Quinten Booker. Thank you for your review. We’re truly sorry to hear that your family had to cancel travel plans due to your son being ill, and we hope he is doing well. That said, it’s important to clarify the facts. Reservations booked through third-party providers such as Expedia are subject to the specific cancellation policy selected at the time of booking between you and this third-party. The “pay later” does not exist on your booking policy, but there is an option that simply means payment is collected closer to arrival (24 hours)— it does not mean the reservation can be cancelled without penalty outside of the allowed cancellation window. These terms are clearly disclosed during the booking process. Another fact is that we called you many times and left you voicemails for you to call us back, but we had no answer from you. We just ended talking with Expedia.com and as courtesy we refunded the last night of your reservation. At Comfort Inn & Suites Jacksonville Orange Park, we strictly follow the agreed booking conditions between the guest and the third-party, just as any hotel would. We kindly encourage guests to carefully review the policies they select and take respo

Business reply on Google

Thank you for taking the time to share your detailed feedback, especially as a frequent guest staying with us multiple nights each week. We truly value your loyalty and are sorry to hear that your recent experiences have led you to request alternative accommodations. We do want to clarify that our property does not offer designated oversized vehicle or truck-and-trailer parking. We understand this can be inconvenient, and we appreciate you pointing it out so other travelers with larger vehicles can plan accordingly. We’re also very concerned to hear about the scent in the rooms and stairwell. Cleanliness is extremely important to us, and our goal is always to provide rooms that are fresh and comfortable. Your comments about the strong body spray scent and needing to change rooms have been shared with our housekeeping and management teams for immediate review. We do not use fragrance to cover up issues, and we want to ensure that our cleaning practices meet the highest standards. Regarding noise from the interstate, we understand how that can impact rest, and we’re sorry this has affected your comfort. When available, we’re always happy to accommodate requests for rooms on the quiet

Business reply on Google

Dear Turk, Thank you for taking the time to review our property. I'm apologize for the inconvenience but our restroom are for register guest only. We do not have public bathrooms.

Business reply on Google

Dear TK Pride, Thank you for your review, per you request JSO (Jacksonville Sheriff Officers) came to the property and check the evidence and the amount charge to you credit card founding that the hotel did not charge you the amounts you are claiming, the $75.00 was forfeited to cover some of the smoking fee. Due to you credit card decline, Leaving a balance of $193.75. Hope you find a hotel that accommodate your needs when you come back to Jacksonville.

Business reply on Google

We're very sorry to hear about your recent experience and sincerely apologize for the frustration and inconvenience this caused you and your mother. What you described is not reflective of the service we strive to provide. We appreciate you mentioning Autumn’s kindness, and we will be sure to share that with her. However, the interaction you experienced upon arrival is deeply concerning, and we will be addressing this matter directly with the team to ensure it does not happen again. Thank you for bringing this to our attention—guest comfort and respect are top priorities, and we regret that we fell short. If you're open to it, we’d appreciate the chance to speak with you further and try to make this right.