This looks like a typical Residence Inn from the exterior, and the lobby was similar. But things for us went downhill from there. The corridors were very dimly lit, and the wattage in our suite was also very low, giving it a very gloomy feel. But worse: Everything was very damp and clammy. The moisture was everywhere: the walls, the carpet, the bedsheets. Getting into bed was like putting on a wet bathing suit. Our clothes were so damp in the morning that we dared not pack them in our suitcases for fear that they would become mildewed. I'm accompanying this review with some photos of door hinges that are black with mold. Also very weird was the closet. I've never been to a hotel where the closet doors have been removed! Why?! (Photos also accompanying.) There were no towel racks in the bathroom, so we wound up hanging our towels on the clothes pole in the doorless closet. And a couple of minor things. The sink stopper in the bathroom sink was stuck (my husband fixed it), and the garbage disposal was broken. On the plus side, the breakfast was OK and was available very early, and the lady on reception duty in the morning was very nice. But my one tip would be to look elsewhere.
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酒店回复: Thank you for sharing such detailed feedback. We sincerely apologize for the many issues you encountered during your stay. The dampness, maintenance concerns, and overall condition you described are unacceptable and far below the standards we aim to provide. We appreciate you bringing these matters to our attention, and we are addressing them immediately with our engineering and housekeeping teams. We are glad to hear that you found our breakfast satisfactory and that our morning associate made a positive impression, but we regret that these positives did not outweigh the challenges you faced. Your experience is not reflective of the stay we want for our guests, and we appreciate the opportunity to learn from your comments. Should your travels bring you back to the area, we hope you will consider giving us another opportunity to provide a markedly improved experience. Warm Regards, Sonal Bajaj Asst General Manager
1.0分
商务出差
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Horrible rooms. Smelled, dirty and can’t believe Marriott allows name attached. Was supposed to stay 3 nights. Checked out after 1 night and felt the need to wash all my clothes. Get another place to stay.
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酒店回复: Thank you for taking the time to share your feedback. We are very disappointed to learn about the experience you described, as it is far from the standards we strive to uphold at the Residence Inn Jacksonville Airport. Please accept our sincere apologies for the condition of your room and the discomfort this caused during your stay. Your comments are being reviewed with our housekeeping and maintenance teams to ensure these issues are addressed immediately. We regret that we did not have the opportunity to correct the situation while you were on property, and we understand your decision to depart early. We appreciate you bringing this to our attention, and we hope you will consider giving us another opportunity in the future to provide the level of service and accommodations that reflect the Marriott brand. Please feel free to contact the hotel directly if you would like to discuss your experience further Warm Regards, Sonal Bajaj Asst. General Manager
4.0分
情侣出游
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Did a park and fly stay at this hotel site. Super friendly staff who were knowledgeable, accommodating and problem solvers. When the 5am shuttle to the airport hadn’t arrived as expected the front desk staff took ownership of the issue, drove to the shuttle site in her personal car and found the driver - we all arrived in ample time for our flight. She also made us a pot of coffee and set out some fruit ahead of the scheduled breakfast hours. Our room was clean and fine for an overnight. Close proximity to a few chain restaurants for dinner (Ruby Tuesday and Longhorn).
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酒店回复: Thank you for your review. We’re glad to hear our team provided helpful, proactive service, especially in ensuring your early shuttle needs were met and that you enjoyed a clean, comfortable room. We appreciate your kind words and hope to welcome you back to the Residence Inn Jacksonville Airport on your next trip. Safe travels! Warm Regards, Sonal Bajaj Asst. General Manager
5.0分
其他
Every thing was wonderful. Coffee pot and basket were missing. Morning coffee is very important in my world.
酒店回复: Thank you for staying with us and hope to see you again!
3.0分
家庭亲子
We did not know that shuttle service ended at midnight. We missed out by 15 min. It took another hour before we got a taxi.
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酒店回复: Thank you for staying with us. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectation.
1.0分
家庭亲子
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We checked out after dirty and unsafe conditions after given 3 different rooms to switch too. 1st room had other peoples clothes room not completely cleaned evidently. 2nd room had poor air conditioning and could not be fixed. 3rd room given had terrible stains not sure what it was poor lighting could of been blood or other stains not sure. So we decided to check out. Staff wrote a refund and was accommodating since the rooms were not well cleaned. Staff was mostly nice. Maid service was oddly not equipped with needed towels and so forth for the rooms and were visible near front desk and hallway and main entrance to take carts in. Seemed very disorganized and the cleaning staff was there very late in the evening 5:30pm and after washing and folding towels. The hallways had small pieces of trash that could have been vacuumed since the staff was on the floor. There was trash in the wooded area as well next to the hotel when you look out the window of the room. Couch cushion was ripped in one of the rooms. Dishwasher had standing water in it. So I ran it to see if it would drain. Detergent was not in the room for the kitchenette and dishwasher.
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酒店回复: Thank you for staying with us. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectation.
2.0分
其他
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We won't stay here again
The toilet in our room would fill the tank every 15-20 minutes.....all day...all night.... When we arrived there was a party being set up right outside our room, and they were there until 11pm. This isn't the guests fault, I'm happy they had a place to enjoy their beers and music, but putting us right next to the spot where guests can have their fun is not considerate of those staying in those rooms. There was no fixture in our bathroom ceiling, it was a hole in the ceiling with a light about 3 inches above the ceiling line. The ice maker didn't work, There were 2 microwaves so I'm assuming one didn't work. The room was musty and "wet". We live well south of Jacksonville so humidity isn't new to us. But inside it just made for a very uncomfortable, smelly stay. We will stay somewhere else for our next trip. it's sad because We've stayed in Many other Residence Inn's and have had a wonderful experience.
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酒店回复: Thank you for staying with us. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectation.
5.0分
其他
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I put a previous reply complaining about the cleaning schedule and got feedback from the group as well as started noticing a significant improvement. It's nice to see feedback working out into great results.
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酒店回复: On behalf of the entire hotel, we appreciate you taking the time to share your experience with us. Hope to see you again and be safe!
3.0分
情侣出游
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The staff was great. The rooms definitely need some TLC. We had issues with a toilet leak and had to be moved. Then in our replacement room our stove top only had one working burner, the handle operating the shower wouldn't stay put and went to hot rapidly. We were told that maintenance woukd address these issues, but that never happened while we were there. But after all that, because of the wonderful staff, and knowing that those we communicated with didn’t have the ability to correct these issues, I'd consider staying again.
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酒店回复: Thank you for staying with us. Providing the highest level of hospitality is our number one priority and we sincerely apologize for falling short of meeting your expectation.
1.0分
其他
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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.
This looks like a typical Residence Inn from the exterior, and the lobby was similar. But things for us went downhill from there. The corridors were very dimly lit, and the wattage in our suite was also very low, giving it a very gloomy feel. But worse: Everything was very damp and clammy. The moisture was everywhere: the walls, the carpet, the bedsheets. Getting into bed was like putting on a wet bathing suit. Our clothes were so damp in the morning that we dared not pack them in our suitcases for fear that they would become mildewed. I'm accompanying this review with some photos of door hinges that are black with mold. Also very weird was the closet. I've never been to a hotel where the closet doors have been removed! Why?! (Photos also accompanying.) There were no towel racks in the bathroom, so we wound up hanging our towels on the clothes pole in the doorless closet. And a couple of minor things. The sink stopper in the bathroom sink was stuck (my husband fixed it), and the garbage disposal was broken. On the plus side, the breakfast was OK and was available very early, and the lady on reception duty in the morning was very nice. But my one tip would be to look elsewhere.
Horrible rooms. Smelled, dirty and can’t believe Marriott allows name attached. Was supposed to stay 3 nights. Checked out after 1 night and felt the need to wash all my clothes. Get another place to stay.
Did a park and fly stay at this hotel site. Super friendly staff who were knowledgeable, accommodating and problem solvers. When the 5am shuttle to the airport hadn’t arrived as expected the front desk staff took ownership of the issue, drove to the shuttle site in her personal car and found the driver - we all arrived in ample time for our flight. She also made us a pot of coffee and set out some fruit ahead of the scheduled breakfast hours. Our room was clean and fine for an overnight. Close proximity to a few chain restaurants for dinner (Ruby Tuesday and Longhorn).
Every thing was wonderful. Coffee pot and basket were missing. Morning coffee is very important in my world.
We did not know that shuttle service ended at midnight. We missed out by 15 min. It took another hour before we got a taxi.
We checked out after dirty and unsafe conditions after given 3 different rooms to switch too. 1st room had other peoples clothes room not completely cleaned evidently. 2nd room had poor air conditioning and could not be fixed. 3rd room given had terrible stains not sure what it was poor lighting could of been blood or other stains not sure. So we decided to check out. Staff wrote a refund and was accommodating since the rooms were not well cleaned. Staff was mostly nice. Maid service was oddly not equipped with needed towels and so forth for the rooms and were visible near front desk and hallway and main entrance to take carts in. Seemed very disorganized and the cleaning staff was there very late in the evening 5:30pm and after washing and folding towels. The hallways had small pieces of trash that could have been vacuumed since the staff was on the floor. There was trash in the wooded area as well next to the hotel when you look out the window of the room. Couch cushion was ripped in one of the rooms. Dishwasher had standing water in it. So I ran it to see if it would drain. Detergent was not in the room for the kitchenette and dishwasher.
We won't stay here again
The toilet in our room would fill the tank every 15-20 minutes.....all day...all night.... When we arrived there was a party being set up right outside our room, and they were there until 11pm. This isn't the guests fault, I'm happy they had a place to enjoy their beers and music, but putting us right next to the spot where guests can have their fun is not considerate of those staying in those rooms. There was no fixture in our bathroom ceiling, it was a hole in the ceiling with a light about 3 inches above the ceiling line. The ice maker didn't work, There were 2 microwaves so I'm assuming one didn't work. The room was musty and "wet". We live well south of Jacksonville so humidity isn't new to us. But inside it just made for a very uncomfortable, smelly stay. We will stay somewhere else for our next trip. it's sad because We've stayed in Many other Residence Inn's and have had a wonderful experience.
I put a previous reply complaining about the cleaning schedule and got feedback from the group as well as started noticing a significant improvement. It's nice to see feedback working out into great results.
The staff was great. The rooms definitely need some TLC. We had issues with a toilet leak and had to be moved. Then in our replacement room our stove top only had one working burner, the handle operating the shower wouldn't stay put and went to hot rapidly. We were told that maintenance woukd address these issues, but that never happened while we were there. But after all that, because of the wonderful staff, and knowing that those we communicated with didn’t have the ability to correct these issues, I'd consider staying again.
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.