Hilton Garden Inn Jacksonville Downtown Southbank

My group was in town for a show at Florida Theater. Our entire reservation process was seamless. We worked with LaPorshe. She was very accommodated to all of our needs. They made the check-in process super easy for us which was perfect because we were all exhausted when we finally arrived at the end of our night. Rooms were very clean , and comfy. We would definitely return.

First the good, hotel is clean and fairly new. However I would never stay here again. Bottom line, the staff and is uncaring and lazy and the management is nasty. First issue, when I check in they make no reference or show any appreciation of my Gold Member status. No acknowledgement, no thank you, no would you like a bottle of water. Nothing. This isn't a huge deal to me, however it was the perfect preview of how they treat their customers. Next, I am there for three nights and not once did housekeeping come to clean my room. No fresh towels. Same garbage in room for three days. After the second day I go to the front desk and ask if my room can be cleaned. They tell me if I want house keeping services, I need to call in the morning before 8AM to request it! Seriously? What hotel has that policy? I need to wake up early each day to request a clean room? I ask if I can request it now for the next day, and I am told I need to call before 8 AM on the day I am requesting service. I tell them that isn't going to happen and ask for a new set of clean towels because I am about to go on day 3 with the same set. They seem upset at this request but tell me they will send some up. A few hours later, I finally get new towels.

Another complaint about this hotel is that the breakfast they serve is down right disgusting. And this isn't the standard free breakfast. I actually paid for this "food" in my room rate. I come to find out that the meals I paid for is a buffet that has been sitting out in the hotel lobby for hours each day. It was honestly worse than the free continental breakfasts you get at most hotels, and I paid for this! Completely inedible. Plus all the dishes and silverware were made of cheap plastic. Again, we paid for this. We ended up going across the street to Panera Bread for three mornings.

My biggest complaint was the rude and nasty desk manager. Long story short, I requested a late check-out on the day I checked in. Again, as a Hilton Gold member this is something that is normally offered to me. The hotel check-out time is 11am and I only wanted to stay until noon. I was told that you have to request it starting at 6AM the day you check out. Again, they have this weird day of request policy. So I wake up early on the day we were to check out, walk downstairs to the front desk, and was told by the front desk manager "Absolutely not". No smile. No apology, just a harsh no! When I asked her why, she tells me they are the busiest hotel in the area and she is full. Now I know for a fact the hotel isn't booked full because I looked online and saw multiple available rooms. Again, I am asking FOR AN HOUR! I ask her if an event is coming in that day and she says to me "It's a Monday" she can't do it. If you know the location of this hotel, it is outside the downtown area. I have no idea where the expected flock of people are coming from on this Monday morning. She made it seem like I was asking for a 4 hour late check-out on a New Year's Eve in a hotel in downtown Times Square. After about 3 minutes of begging and reminding her that I am a Gold Member and that the desk clerk the day before said I could have a 1PM checkout if I paid $40, she tells me that she shouldn't have said that, and that will grant me a noon check out as a one-time curiosity, but that she is the manager and she is going to talk to her staff about making these promises. Again, I was told I could have it if I paid!

I go back to the room, relax a little, and get ready to leave by noon. Well of course, at 11:45am room service just walks into my room while my son and I were packing. I tell her we are leaving in a few minutes. I walk down to the lobby and see the front desk manager again. I am in front of my young son, so I want to be kind. I say to the manager, have a nice day, and she just looks through me. Nothing. She seems pissed that I got an extra hour out of her. I wait in the lobby for about 10 minutes for our Uber. When we are about to leave, I say goodbye, and she again ignores me! Even my son noticed and says, "Dad, I don't think that lady likes you!"

And the kicker is, on the way to the airport I get the receipt for my room. They charged me $20 a day for parking. I didn't have a car!!!!

Never again with this place.

Very clean and smelled great! Very nice lobby

Fór ekki í morgunmat. Síndist hann ekki vera neitt spes.

The rooms and all where clean and nice

Very friendly staff and super helpful upon checking in

The staff Isabella at front desk was very kind and professional as well as the lady at check out. Very pleasant attitude.

Good

What a pleasant Hilton to stay at. I travel every month and stay at Hiltons around the country. They are typically always good experiences, but this one was excellent. Loads of covered parking available, a good breakfast in the morning, comfortable and clean rooms and bed. What was especially woderful were the staff. Everyone was very friendly and helpful, but the most notable were Rose and Lillie at the front desk. Checking in and then out the next morning could not have been more pleasant. Great facilities are always important, but wonderful staff and experiences are what bring you back. I will absolutely stay here again on my next swing through Jacksonville.

It was very conveniece to have breakfast in the hotel. People could make their own choice as they prefer.
The location was good for us to reach many place in the short distance.

I am writing to formally express my disappointment with the experience I have had during my stay at the Hilton here in Jacksonville, which fell well below the standard I expect from the Hilton brand.

From the moment I made my reservation, I sent an email several days in advance requesting that my room be ready upon arrival, as I would be driving approximately five hours from Miami. I was informed that an early check-in might be possible, with an additional fee, if I arrived before noon. Despite this confirmation, when I arrived, my room was not ready.

At the front desk, I was asked to wait standing while the receptionist handled multiple phone calls, clearly overwhelmed due to understaffing. When I mentioned the prior email confirmation, I was told that what had been written in the email did not matter and that the King bed room was not available. As a result, I was given a room with two Queen beds, which was not what I had reserved.

Additionally, I was not informed in advance that parking required an additional fee. To make matters worse, the parking key did not work on two separate occasions when exiting the garage, forcing me to return to the front desk both times to have the issue addressed.

Unfortunately, the issues did not stop there. That evening, loud music from a nearby nightlife venue across the street continued late into the night (10 PM, 11 PM, midnight, and even past 1 AM), making it impossible to rest. I traveled to Jacksonville specifically for a cycling event and needed to wake up at 5:30 AM. Due to the excessive noise, I was unable to sleep and therefore could not wake up as planned.

Given this overall experience, I will be checking out early today and will be canceling the remaining night through PayPal. I respectfully request a refund for the night I will not be staying. Additionally, I would like to mention that the breakfast quality was extremely poor and far below expectations.

This stay has been extremely disappointing. The only positive