Holiday Inn Express Hotel & Suites Jacksonville-Blount Island

Four months later, I still have no resolution, despite sending customer support all my receipts and screenshots. I can’t pay the extra charge, so interest keeps adding up, and I honestly don’t know what else to do. I booked two nights through booking.com in September before my cruise, and the stay itself went well. The staff were very helpful then. After the cruise, I found two charges for the same amount, one from booking.com and one from the hotel. I’ve called multiple times and been hung up on repeatedly. When someone finally listened, they opened a ticket, then I heard nothing. My credit card company says the hotel claimed both charges were valid, while booking.com says its payment went through and the issue belongs with the hotel. I’ve sent email after email to customer support and have been ignored.

We’d driven all night and just wanted to get into our rooms, but the second room wasn’t available when we arrived before check-in. From 1:30 pm until 4:15, the front desk kept saying it was still being cleaned. The staff member then told me they don’t guarantee a room at 3 pm, only sometime between 3-11pm. I’ve never heard customer service explained that way at a hotel. He said Expedia must have assigned us a particular room type, which wasn’t true as far as I knew. He didn’t ask whether we’d take another available room, offer to call with updates, or give an estimated time. He just said it wasn’t ready. There was no manager on site, and he seemed unwilling to help and untrained in customer service. I asked why no other guests were waiting if the hotel was full and rooms were still being cleaned, but got no answer. The facility may be convenient and clean, but this was such a bad experience that I wouldn’t stay at Holiday Inn ING again or recommend this hotel. Thank you NOT Rick for taking care of your customer. I’ve never had an experience like this at any other chain hotel in all my travels.

The rooms were very nice, the location was great, about a 6 min drive from the Carnival Jaxport terminal, and breakfast was very good. I wanted to give the hotel five stars, but the service brought it down to three. Our room had been reserved and prepaid more than a year ahead through Hotels.com. At checkout on Nov 24, 2025, Jamie, the overnight front desk clerk, got upset and raised her voice because she couldn’t check us out or handle a cash or different-card payment for the extra room charges. I was polite, but it didn’t help. She looked unprofessional, like she’d just woken up, and didn’t seem to have customer service skills. She also refused to give her first name, saying hotel policy prevented it. I’d originally edited this review to leave her unnamed, but after what I felt was a shady reply from the hotel owner, I decided to identify her.

We had no trouble with the staff during our stay. Everyone was friendly and helpful, and the room was clean with furnishings that all worked. The place seemed fairly nice and new, or perhaps remodeled. It’s handy for us coming from Texas on I-10 East, and it’s the only place anywhere near my Momma's as far as I know. There may not be many lodging options around. We stayed for almost two weeks a couple of years ago, and with just the two of us, it’s a good choice. Breakfast was the usual full spread, cereal, toast, fruit, juice, coffee and tea. I think they had a make-your-own waffle machine too, and maybe scrambled eggs, sausage and/or bacon, though I can’t remember for sure.