Fairfield Inn & Suites by Marriott Jacksonville Butler Blvd

On our last day, housekeeping emptied the refrigerator and threw away our food before we had checked out. We were on our way back to eat and found the fridge bare. The GM offered $20, but that wouldn't cover lunch for a family. I took my son to Chick-fil-A down the street, then brought the receipt back and asked for the meal cost instead. The woman at the front desk seemed irritated, and the bill still only showed a $20 credit. Replacing the food cost us $32. I was only asking to be reimbursed for the meal, not for my time, gas, or the disruption to my plans while fixing the hotel's mistake. When I called the GM, he said he wouldn't credit more than $20 for leftovers. I had to pay for the hotel's error, and they would rather lose a customer and get a bad review than cover the extra $10 owed. The rooms are also small and dark, with one bedside lamp that barely lights the room. I don't recommend this hotel and won't return. Several others in our group had room problems too, though this was my own experience.

Breakfast was a little better than average. They had the usual items, plus a hot oatmeal bar with about a dozen toppings like nuts, seeds, and dried fruit. We had a new, clean, quiet room on the fifth floor, with a nice shower and a microwave, fridge, and coffee maker. The HVAC worked well and was surprisingly quiet even though it sat next to the bed. We had a great four-night stay and would happily come back.

We picked this hotel for its Level 2 EV chargers, and we were able to charge overnight because one was free when we arrived. Of the four chargers, one didn't work, and a non-EV vehicle partly blocked the one we used. Its cable was long enough to reach our truck, but the hotel should maintain the chargers better and enforce EV-only parking. The room was very clean and modern, with nice sheets and an extremely comfortable bed. It was also quite dark, with only small, dim bedside lamps and no ceiling light or bright floor lamp. The remodeled bathroom looked modern, but the toilet was crooked and the shower valve trim was misaligned. Mostly a good stay, with some things to improve, especially for EV guests.

My belongings were damaged when a fire broke out in the room next to mine. Several inches of water came through the walls and flooring into my room, through no fault of my own. My concern is how management handled the losses afterward. Hotel manager Joel Adamson told me the hotel wouldn't reimburse me because no insurance claim was being filed, despite the documentation I provided. After several emails, he offered 10,000 Marriott points, equivalent to $125 USD. VP of Sales Omar Aquino later emailed to say they had declined to reimburse the full damage and were offering only partial compensation, which didn't cover what it would cost to replace my things. They provided neither an insurance claim nor a formal explanation for the amount. Emergencies happen, and this review is about management accountability, not the fire itself. If your belongings are damaged in an incident, you may be left covering the loss yourself. Keep that in mind when choosing where to stay.