Tru by Hilton Jacksonville South Mandarin
🏨 Hotels & Travel · Jacksonville
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
AI-classified. Tap a category to filter the experiences below.
Experiences
Hotel refused a refund and failed to provide an invoice.
Business reply on Google
Dear Steve, Thank you for sharing your experience with us. We sincerely apologize for any inconvenience you faced during your recent interaction. We aim to provide excellent service and it's disappointing to hear that we fell short. Please understand that our team follows standard policies regarding cancellations. To ensure clear communication, an invoice should typically be sent. We will review our procedures to prevent such issues in the future. Feel free to reach out to us directly if you'd like to discuss this further.
Unresolved refund delay and unprofessional staff behavior at the hotel.
Business reply on Google
Dear Tim, Thank you for sharing your experience. I’m truly sorry for the difficulties you faced during your stay and the ongoing issues with the hold on your account. Rest assured, this is not the standard of service we uphold. We're taking your feedback seriously and will further investigate your concerns to ensure they are addressed appropriately. I understand your frustration with the situation and appreciate your patience while we look into this matter. Please reach out to us directly so that we can work together to resolve these issues.
Hotel rooms were dirty and breakfast food quality was poor.
Business reply on Google
Hello, we're sorry to hear about the issues you had with your room, our amenities, and the breakfast offered. We strive to deliver a pleasant and comfortable experience for our guests, and we're disappointed to learn that we missed the mark. We will share your review with the management. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (904) 292-4401 so we can follow up with you. We hope to welcome you back for an improved stay in the future.
Housekeeping failed to clean the room or provide fresh linens.
Business reply on Google
Dear Hanan, We're truly sorry to hear about your disappointing experience during your stay. We regret the inconvenience you faced with the housekeeping services. Our goal is to ensure all guests have a comfortable and pleasant stay, and it seems we did not meet those expectations in your case. Please reach out to us directly so we can better understand your experience and address these issues effectively. Your feedback is important, and we aim to learn from it to improve our services. Thank you for bringing this to our attention.
Front desk staff was sleeping and provided poor customer service.
Business reply on Google
Hello John - We regret to learn that this experience does not reflect the standards that we set for ourselves. Rest assured, we will look into your concerns regarding our service and the water pressure. Please reach out to us at https://help.hilton.com/s/contactsupport or call our team at (904) 292-4401 so we can connect with you. We value your loyalty as a return guest, and we hope you give us another chance to welcome you back in the future.
Loud lobby noise and security concerns regarding unauthorized room entry attempts.
Business reply on Google
Thank you for taking the time to share your feedback. We sincerely apologize for the noise disturbance and the disruption you experienced during your stay. This is not the experience we want our guests to have, and your comments will be addressed with our team to ensure it does not happen again. We appreciate you bringing this to our attention and hope to have the opportunity to provide you with a much more comfortable stay in the future.
Hotel charged significantly higher rates than advertised and demanded unexpected deposits.
Business reply on Google
Hi Rhonda, we're sorry to hear about the issues you faced with your reservation and with the unexpected charges. We strive to provide seamless experience and clear information for our guests. Rest assured we are looking into the concerns you raised. Could you please reach out to https://help.hilton.com/s/contactsupport or (904) 292-4401 so we can address this matter further? Thank you for bringing this matter to our attention, and we hope to resolve this to your satisfaction.
Poor customer service, elevator safety concerns, and inadequate parking facilities.
Staff discarded personal property and provided poor room cleanliness and breakfast…
Business reply on Google
Hi Seth, We're very sorry to hear about your experience. The loss of personal items, the condition of the room, and the breakfast issues are unacceptable and not the standard we aim to provide. We’re addressing these concerns with our team to ensure they don’t happen again. Thank you for your feedback. – Sergey T., General Manager
Hotel failed to address cleanliness issues and ignored customer service claims.
Bed bug infestation and unauthorized charges after promised compensation.
The hotel room was infested with bed bugs.
Hotel had poor amenities, noise issues, and incorrect stay duration records.
Confirmed reservation was missing and payment was taken without a room
Business reply on Google
Hi Amanda, we're sorry to hear about the issue with your reservation. Your experience does not reflect the high standards of customer service we strive to provide. We value your input as we strive to exceed your expectations. Please reach out to us at https://help.hilton.com/s/contactsupport or call us at (904) 292-4401 so we can follow up with you directly. We appreciate your valuable feedback and hope to have the opportunity to make it right for you in the future.
hotel room bedding and shower were not clean
Business reply on Google
Hi Yahminah, we're sorry to hear about the issues you experienced with the noise disturbance and the cleanliness of the hotel. We encourage you to reach out to our support team at https://help.hilton.com/s/contactsupport and (904) 292-440. Rest assured, we are looking into the issues you mentioned. We hope to have the opportunity to provide you with a better stay in the future.
Staff member acted aggressively and made guests feel unsafe at pool.
Unsanitary room conditions and unprofessional staff behavior reported.
Room lacks microwave, storage, and has unstable furniture.
Business reply on Google
Hi Mag - We are sorry that your experience at Tru by Hilton Jacksonville South Mandarin didn’t quite match your expectations. We are committed to providing great amenities to all our guests, but we missed the mark. We will look into these issues further, and action will be taken to foster improvements. Thanks for taking the time to give us your feedback.
Hotel failed to provide promised discount for incorrect room type
Business reply on Google
Hi Robert Schafer - We're very sorry about the issue you had with your reservation. We are committed to providing exceptional service for all our guests, but we missed the mark. We are looking into this internally. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (904) 292-4401? Thank you for taking the time to give us feedback.
Unsafe environment and unhelpful staff regarding cancellation request
Business reply on Google
Thank you for being a Hilton Honors Member, Donna Motley. We would like to apologize to you for the inconvenience and bad service that you received during your stay with us. We strive to offer an exceptional stay, comfortable accommodations, and excellent service for our guests, and we missed the mark. We would like the opportunity to look into this further. Could you please contact us at https://help.hilton.com/s/contactsupport or call our team at (904) 292-4401?