Holiday Inn Express & Suites Jacksonville South
🏨 Hotels & Travel · Jacksonville
Between really bad and never again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Front desk staff provided unfriendly service and displayed poor attitudes.
Business reply on Google
Dear Manni, Thank you for taking the time to share your feedback. We sincerely apologize that your experience with our front desk team did not meet your expectations. Providing friendly, welcoming service is one of our top priorities, and we are disappointed to learn that your interactions with our staff left you feeling otherwise. Please know that your comments have been shared with our management team and will be addressed with the staff members involved to ensure we deliver the level of hospitality our guests deserve. We appreciate your honest feedback, as it helps us identify areas where we need to improve. We regret that we did not provide the positive experience you expected and hope you will consider giving us another opportunity in the future. Sincerely, Hotel Management Holiday Inn Express & Suites Jacksonville South I-295
Poor maintenance, rude staff, and inconsistent housekeeping at the hotel.
Business reply on Google
Dear Jessica, Thank you for taking the time to share your feedback. We sincerely apologize that your stay did not meet your expectations and that you encountered so many issues during your visit. We are truly sorry to hear about the unpleasant odor around the property, the maintenance concerns in your room, the inconsistent housekeeping service, and the discomfort caused by the air conditioning and overall hotel environment. Additionally, we regret that one of your interactions with our team left you feeling unwelcome. Providing courteous and attentive service is something we take very seriously, and your comments will be shared with our management team for review and appropriate follow-up. Your feedback regarding the condition of the room and public areas is invaluable, as it helps us identify opportunities for improvement. We understand how these issues impacted your comfort and overall experience, and we regret that we fell short in delivering the quality stay you expected. We appreciate you bringing these matters to our attention and hope you will consider giving us another opportunity in the future to provide you with the level of service and hospitality that we strive to deli
presence of bed bugs and excessive road noise in hotel room
Business reply on Google
Dear Sawyer, Thank you for bringing your concerns to our attention. We are deeply sorry to learn about your experience at Holiday Inn Express & Suites Jacksonville South I-295. The issues you described regarding pests in your room and the excessive road noise you experienced after relocating are certainly not reflective of the standards we strive to maintain. Please know that we take reports of this nature very seriously. Our management team has been made aware of your comments and is reviewing the matter thoroughly. We understand how disruptive and distressing this experience must have been, and we sincerely regret the inconvenience caused during your stay. We appreciate you taking the time to share your feedback, as it helps us identify areas requiring immediate attention and improvement. Sincerely, Hotel Management Holiday Inn Express & Suites Jacksonville South I-295
Damp carpet, poor sound insulation, and lack of in-room coffee.
The hotel room was dirty, smelly, and contained outdated equipment.
The hotel beds are uncomfortable with protruding springs.
Hotel security failed to address safety threats and evicted a guest.
Business reply on Google
We are deeply concerned and truly sorry to hear about your experience. The safety and well-being of our guests is our highest priority, and the situation you described is alarming and completely unacceptable. We sincerely apologize for the distress and fear this incident caused. We take reports of this nature extremely seriously. Please know that we are reviewing our security protocols and working closely with local authorities to ensure our property remains a safe environment for all guests. We also regret any miscommunication regarding your checkout and understand how frustrating that must have been. Your service as a veteran is greatly appreciated, and it is unacceptable that you felt unsafe or unwelcome. We would like the opportunity to discuss this matter directly with you to better understand your experience and address your concerns. Please contact our management team at your earliest convenience. We are committed to making improvements to prevent incidents like this in the future and to ensure all guests feel safe and respected. Kimberly Scholnick General Manager [email protected]
Excessive noise, stained carpets, and a roach in the bathroom.
Business reply on Google
Thank you for taking the time to share your experience. We are truly sorry to hear about the multiple issues you encountered during your stay, as this is clearly not the level of comfort, cleanliness, or service we strive to provide. Excessive noise, cleanliness concerns, and pest issues are unacceptable, and we sincerely apologize for the frustration and disappointment this caused. We are especially concerned to hear about the condition of your room, including the carpet stains and the presence of a roach, as well as the noise issues you described. These matters are being addressed with our housekeeping, maintenance, and pest control teams to ensure corrective action is taken. Additionally, we regret that the response you received at the front desk did not reflect the professionalism and concern we expect from our staff. This will be reviewed with management to ensure guest concerns are handled with the seriousness they deserve. We understand how disappointing this experience was, especially given your expectations of the Holiday Inn brand. Your feedback is important to us, and it will be used to help improve our hotel and guest experience moving forward. While we know this stay f
Hotel room had stained bedding, mold, and poor water temperature.
Room infested with fleas and contained stained linens
hotel room was unsanitary and corporate failed to provide promised compensation
unauthorized smoking fee charged to guest after stay
The hotel room was dirty and lacked hot water for days.
Hotel refused refund and made unauthorized additional charges to credit card.
Hotel refused refund and made an unauthorized additional charge to card.
Presence of drug use and loud disturbances at the hotel property.
Disturbance caused by a stranger banging on the hotel room door.
Hotel cancelled reservation despite payment for early check-in
Hotel failed to process refund and provided poor room service
Business reply on Google
Dear Carmen, Thanks for the stay. Kindly accept my sincere apologies for the inconvenience caused to you during your visit. I am extremely disappointed that you had an unfavorable experience due to all the reasons you have mentioned. Please be assured that I have taken this up very strongly and the concerned team has been told to ensure that such an incident is not repeated in the future. In particular, I have made a note of your concerns regarding the issues you had and such customer feedback from valued guests as yourself will be monitored from my office. Though it is our endeavor to provide the highest levels of service to our discerning guests, this is an unusual happening and we seem to have fallen short in this instance. Please do let me know when you plan to visit our hotel so that we can ensure that your next experience is very special. Sincerely, Hotel Manager.
Broken heating system and unresponsive management regarding guest complaints.