Aloft by Marriott Jacksonville Tapestry Park

Sam at the front desk was a super guy! We enjoyed talking to him each day. The hotel is easy access, and the property is very nice.

My stay at Aloft Jacksonville Tapestry Park was unacceptable and added unnecessary stress during an already painful time for my family. I was in Jacksonville with my 10-year-old son to attend my aunt’s funeral. On Friday, we traveled to Jacksonville and went straight to my aunt’s viewing before checking into the hotel afterward. After traveling and attending the viewing, we were grieving, emotionally exhausted, and simply needed to settle into our room and get some rest before her funeral service the following morning. Instead, around and after midnight, we were subjected to three phone calls from the front desk over false allegations of loud music and excessive noise coming from our room.

I was in the shower when the calls came in and did not answer the first two. When the phone rang a third time after midnight, I had to get out of the shower to answer it. My 10-year-old son was in bed trying to sleep. We were not playing music, the television was not loud, and we were not creating a disturbance.

When I answered the third call, I was told that another guest had complained about loud music and excessive noise coming from our room. I immediately stated that we were not creating a disturbance.

My issue is not that another guest was permitted to make a complaint. My issue is that the hotel repeatedly acted on a false allegation against my room without establishing that the alleged disturbance was actually coming from us.

I have repeatedly asked one straightforward question: Did any hotel employee personally hear or verify loud music or excessive noise coming from our room? Despite multiple communications and management’s own stated investigation, I still have not received confirmation that any employee did.

Management’s latest responses have left me appalled by how this matter continues to be handled. Crystal Barnes stated that the Night Auditor acted based on information “reported to the front desk” and that the hotel’s position remains unchanged. General Manager Scott Wellington stated that staff members were interviewed and security video of our arrival was reviewed. Neither response established that an employee personally verified loud music or excessive noise coming from our room.

Reviewing security video of our arrival does not establish that excessive noise was coming from our room around and after midnight. After interviewing employees and reviewing video, management still has not provided an answer showing that the allegations against us were independently verified.

I am deeply disturbed that after management’s own investigation, this central concern still has not been addressed. Instead, management continues to defend how the situation was handled while relying on another guest’s allegations.

I am disgusted that after traveling that day, going directly to my aunt’s viewing, and finally getting to our hotel room afterward, I had to get out of the shower after midnight to answer the third phone call and defend myself and my 10-year-old son against false allegations. We needed rest and basic consideration during an already painful night, not repeated phone calls accusing us of something we were not doing.

I understand that hotels have a responsibility to respond to guest complaints. However, that responsibility does not eliminate their obligation to treat the guest being accused fairly or to make a reasonable effort to determine where an alleged disturbance is actually coming from before repeatedly contacting that room.

I am extremely frustrated that management had multiple opportunities to meaningfully address this situation but instead chose to defend how it was handled and inform me that they consider the matter “resolved and closed.”

It is not resolved simply because management has decided to stop addressing it.

I will not accept this being reduced to a difference of opinion between guests. My son and I know what was occurring inside our room. We were not playing loud music, we were not being excessively loud, and we were not creating a disturbance.

We were paying guests who should have been allowed to rest after an emotionally difficult day without being repeatedly disturbed over false allegations.

My son and I were made to feel unwelcome during an already painful weekend. I expected accountability, fairness, and basic consideration from a Marriott-affiliated property. Instead, we were repeatedly disturbed over false allegations, management has still not established that any employee independently verified those allegations, and they ultimately chose to close the matter rather than meaningfully resolve it.

That is unacceptable.

Everything

Tienen desayuno, una barra muy buena, billar y piscina. En el estacionamiento literal tiene starbucks, una pizzería y sushi, lugar para hacerte manicura y varias cosas más.

Clean and pretty.

Comfortable and clean.

It is close by shopping area. Parking is great. The staff is friendly

Ive used this hotel once before and the staff is very friendly and the rooms are clean. The breakfast is really good.

Lovely hotel and atmosphere. Clean rooms. High end pricing. No shuttle service. A distinct disadvantage.

The establishment would have gotten all excellent scores except for the one thing I am accustomed to in my hotel stays and that’s microwave in the room. It’s more than convenient to have one in the room. Everything else was EXCELLENT and despite not having a microwave in the room, I would stay there again for a short stay. I’m not sure why microwaves aren’t in the rooms but for the cost I think it’s a great plus!!