Extended Stay America Select Suites- Jacksonville
🏨 Hotels & Travel · Jacksonville
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Room maintenance issues and lack of on-site support staff
Hotel staff failed to address malfunctioning air conditioning in the room.
Business reply on Google
We are sorry you encountered issues with the AC in your suite. It is very unusual for our front desk team to be unresponsive to a guest's needs once made aware of an issue, and our staff typically works hard to deliver outstanding service. Therefore, we sincerely apologize that this was not the case during your recent stay. We have shared your feedback with our associates and will use this as an opportunity to improve our service delivery. Please return and stay with us again soon for the visit you deserve. Sincerely, Hotel Management
The hotel room was infested with roaches and unsanitary.
Business reply on Google
Dear Bryce, Thank you for sharing your experience. We sincerely regret the discomfort your family faced during your short stay. It's concerning to hear about the cleanliness issues in the room, as we strive to maintain a clean environment. We understand your frustration and value your feedback. Your comments are shared with our housekeeping team to help us work towards better service. We hope you will give us a chance to provide you with the flawless stay you deserve on a future visit. Sincerely, Hotel Management
Hotel refused valid temporary identification and denied check-in.
Unprofessional staff, poor room maintenance, and issues with room assignments.
Business reply on Google
Dear Amy, We truly regret to learn about your disappointing experience at our hotel. Please accept our sincere apologies for any inconvenience you encountered during your stay. Your feedback is of utmost importance to us, and we take these matters seriously. We are committed to addressing these concerns and ensuring that every guest receives the highest level of service and care. Your feedback will aid us in making necessary improvements. We genuinely hope you will consider giving us another chance in the future to provide you with the stay you deserve. Sincerely, Hotel Management
Hotel doors were locked at midnight preventing check-in and refund denied.
Business reply on Google
Dear Guest, Thank you for bringing this to our attention, and we apologize for the difficulty you encountered during your arrival. This is not the seamless check-in process we aim to provide. Your experience does not reflect the standard we hold ourselves to, and we will share this issue appropriately. We appreciate your patience and hope to have an opportunity to make this right for you. Sincerely, Hotel Management
The facility is infested with cockroaches and is extremely dirty.
Business reply on Google
Dear Jon, We are truly sorry to hear about your experience, and we deeply regret that your stay was so disappointing. Your safety and comfort are of utmost importance, and we take these concerns very seriously. The issues you encountered regarding cleanliness will be shared with our team. Thank you for bringing these matters to our attention, and we hope you will give us a chance to regain your trust in the future. Sincerely, Hotel Management
Hotel charged no-show fee despite guest arrival and booking issues.
Hotel room lacked basic amenities and required multiple room changes.
Business reply on Google
Dear Guest, Thank you for sharing your feedback. We sincerely regret that your visit did not meet expectations and understand how frustrating the repeated room changes and delays must have been. A comfortable and properly prepared accommodation is essential, and it is disappointing to learn that several aspects of your stay caused inconvenience. Your comments have been taken seriously and will be shared with the appropriate teams. We appreciate you bringing these matters to attention, as guest feedback plays an important role in identifying opportunities for improvement and enhancing the overall experience for future visitors. Sincerely, Hotel Management
Staff denied service animal status and charged unauthorized additional fees.
unclean hotel rooms and poor front desk service
Business reply on Google
Dear Sebastian, Thank you for sharing your feedback. We are sorry to hear that your experience did not meet expectations, particularly regarding the arrival process, cleanliness, and overall condition of the property. We understand how frustrating it must have been to wait for assistance late at night and then feel unwelcome during check-in. We also sincerely regret the concerns you raised about the condition of the lobby, linens, and towels, as cleanliness and guest comfort should never be compromised. Your comments have been shared with our operations and housekeeping teams for immediate review and improvement. We appreciate your honesty hope to have another opportunity to welcome you back and provide you with a more favorable experience. Sincerely, Hotel Management
Inadequate room capacity and long wait times for staff assistance.
Business reply on Google
Dear Bikramjit, Thank you for sharing your feedback. We sincerely regret the difficulties you experienced during your stay. The concerns regarding the suitability of the accommodations and the delay in receiving assistance are not reflective of the standards we strive to uphold. We understand how frustrating this must have been. Please be assured that your comments will be shared with the appropriate teams to improve overall guest experience. We apologize for the inconvenience caused and appreciate you bringing this to our attention for improvement. We hope to have the opportunity to make your next stay with us outstanding in every respect. Sincerely, Hotel Management
The hotel room was dirty and lacked basic amenities.
Business reply on Google
Dear Cgonni, Thank you for sharing your feedback. We sincerely apologize that your stay did not meet expectations, particularly regarding the condition and preparedness of the room. We understand how disappointing it must have been to encounter cleanliness concerns and missing essentials upon arrival. This is not the standard we strive to provide. Your comments have been shared with our housekeeping and maintenance teams. We truly appreciate you bringing this to our attention, as it helps us improve. We hope to have the opportunity to welcome you again and provide a more comfortable and properly prepared experience. Sincerely, Hotel Management
Guest evicted and blacklisted despite attempting to pay rent.
Inability to check in after hours despite having a reservation.
Business reply on Google
Dear Nicole, We regret to hear that your arrival experience was frustrating and did not meet your expectations. We understand how important a smooth and accessible check-in is, especially when arriving later in the evening. Our goal is always to ensure guests feel welcomed and supported at all times. Your comments have been noted and will be shared with the appropriate team members to better understand the situation. We appreciate you bringing this matter to our attention, as guest perspectives help us evaluate how we can continue improving the overall experience for those who stay with us. Sincerely, Hotel Management
Room contained mold and bed bugs
Business reply on Google
Dear Lily, We appreciate you taking the time to share this experience and understand how upsetting it can feel when expectations around room readiness and communication are not met. Providing a clean, comfortable room with clear information is important to us. We uphold the utmost standards of cleanliness and pest control for our accommodations. Our top priority is the well-being and satisfaction of our guests, and we are committed to addressing any concerns that may affect their stay. While this visit did not reflect the experience we aim to provide, we value your perspective and hope there may be an opportunity in the future to offer a stay that feels reliable and welcoming. Sincerely, Hotel Management
The hotel room was in unacceptable condition upon check-in.
inaccurate pricing quotes and presence of cockroaches in the room
Business reply on Google
Dear Alisha, We regret that your experience felt overwhelming and frustrating due to the ongoing concerns, especially regarding quoted pricing, pet accommodation clarity, and the overall room condition, which did not reflect intended standards or expectations. Please know we strive to ensure our rates are competitive and in line with area hotels, and published prices may vary daily based on average room demand. Additionally, we have a dedicated pest control program in place, and our team works diligently to maintain cleanliness throughout the property to ensure a safe and comfortable environment for all guests. Your feedback will be shared collectively with our team for improvement moving forward. Should circumstances allow another opportunity, we would welcome the chance to provide a more comfortable stay. Sincerely, Hotel Management
Manager evicted guests following a dispute regarding a service animal.
Business reply on Google
Dear Angel, We are very sorry to learn how upsetting and stressful this situation felt, particularly as it involved your service animal and resulted in an unexpected disruption to your plans. We understand how important clear communication and a respectful approach are in situations such as this, and we regret that your interactions did not leave you feeling heard or treated with the consideration you expected. Your comments have been shared with the leadership team for careful review to ensure that future interactions are handled with greater clarity, professionalism, and awareness. Meanwhile, please reach out to us at the hotel so we can discuss your stay in more detail. We appreciate you taking the time to share this feedback and sincerely regret that your visit concluded on such a difficult note. We would value the opportunity to restore your confidence in us. Sincerely, Hotel Management
The hotel room was unsanitary and staff were unprofessional.
Business reply on Google
Dear Wendy, Thank you for bringing these concerns to our attention. We sincerely apologize for the condition of your room and for the way the situation was handled. The room should have been adequately prepared before your arrival, and our team should have responded more appropriately to your problem. We are also sorry for the inconvenience regarding your reimbursement, and we have shared your comments with the appropriate individuals. We truly regret the overall experience and hope for the opportunity to regain your trust in the future. Sincerely, Hotel Management