Holiday Inn Express & Suites Jacksonville W - I295 and I10 by IHG

Breakfast was decent, pretty standard for a hotel. My room was comfortable, clean, and quiet, and the staff were polite and professional. Nothing to complain about.

I stayed at the Holiday Inn Express in Jacksonville, Florida from 11/14/25 through 11/17/25. My wife and I are IHG members, live in Goldsboro, NC, and usually request connecting rooms because we have a disabled son. I booked about two weeks ahead to make sure we could get them. The website lists them as an option, and we'd stayed in them at this hotel before, but the front desk clerk who arranged the reservation had a terrible attitude, didn't want to answer questions or do much, and insisted connecting rooms didn't exist. Two women who came in after her on Friday the 14th said the same. On arrival, the day shift clerk refused to check me in before 3:00. I waited in my car for two hours, while two Caucasian men with luggage arrived and were checked in right away. I saw it happen. Eventually I did get the connecting rooms. A 3-11 African American clerk told me to my face no one could have promised them because the hotel had none. When I firmly disagreed, she calmed down. Another 3-11 woman was actually helping me. She checked the reservation, saw I was booked for connecting rooms, and said nothing more. The 3-11 clerk on Saturday the 15th and the 11-7 clerk Nancy were polite, unlike the other three. My wife and I were extremely disappointed and felt there might be more to how we were treated. The customer service was terrible, and because the clerks didn't seem to want our business, we'll look elsewhere next time. Be careful where you report problems. In my experience, people may defend the staff and make excuses instead of addressing them. I'll be looking into this further.

The hotel’s quiet location put us close to our favorite Jacksonville outings, and Super Dave and the whole staff made us feel welcome and safe. We enjoyed our stay and plan to book here again for future family trips.

I had no complaints at all. The room was quiet, comfortable, and clean, and the staff were consistently polite and professional.