Extended Stay America Suites Jacksonville Riverwalk Conv Ctr

This place was a lifesaver when I needed temporary housing for several weeks. The staff know their stuff and really look after you. The longer I stay, the more I feel like I'm getting to know them as friends. Aly checked me in, and I see her often. She's so friendly and does a great job handling anything I need. My room had plenty of space and was in great shape when I arrived. The downtown location is fantastic, with endless dining and entertainment options within walking distance. The Wi-Fi works great too, and I work from my room every day without any problems. I'm just really glad this place is here.

Tosha, the manager, is amazing, friendly, and professional, and the rest of the staff are great too. The hotel's in a great area and is very clean and quiet. Tosha is the main reason I'd choose this ESA again. She's awesome.

I couldn't stay because I found out at check-in that they don't accept Cash App for the deposit. While I was on the phone with Booking.com customer service, the front desk associate said she'd cancel my reservation at no cost. That was a lie. The reservation wasn't canceled, and I still haven't received a refund, so I was charged $280 for a stay I couldn't use. You can't even walk in unless you call for someone to let you in or have a key card. Everything about this place seems suspicious and money hungry. I'm kindly asking for help resolving this and getting the appropriate refund. I still haven't heard back from the property, and I'm disappointed.

We came for an NFL game because this hotel was conveniently located and had a great price for that night. Check-in went smoothly, though the hallway had a faint urine smell and the room had a strong perfume-like odor, which I assumed came from cleaning product. It never went away. After the game, getting back inside was chaotic. The security doors were locked, our key wouldn't open the building, and nobody answered the red phone on the wall. Another guest was waiting inside and let us in. We stood around for several minutes before another guest climbed over the desk to knock on the laundry room door. We heard staff inside, after a man and woman had called “Hello, anyone there?” many times. The staff member was understandably startled, but reacted poorly to the guest. There was no apology, only excuses about not knowing we were outside. For late-night problems, they should have a bell on the desk for guests to ring while staff are doing other duties, which she said included five hours of laundry. They should also list a phone number that reaches someone at the hotel. The phone-to-walkie-talkie didn't work.