Holiday Inn Express & Suites Jacksonville - Atlantic Beach by IHG

My husband and I stayed for three days and two nights mainly to use the hot tub, but its jets didn't work and I was very upset. We could have booked a regular room if I'd known. Everything else was good, and breakfast was good too. I recommend asking about any in-room extras and checking that you're getting what you paid for. We told the front desk, but she only said she'd let maintenance or someone know. Nobody came by or fixed it. Shoutout to Taylor and Ms. June, those ladies were awesome!!!!

The room was clean, but the jacuzzi tub didn’t work at all, and I still hadn’t received my deposit by 2/14. My stay at Holiday Inn Express & Suites Jacksonville – Atlantic Beach on January 14-15, 2026 was otherwise a mess. I paid in advance through Booking.com, then had to pay another deposit at the property without getting a receipt or invoice. My bank shows the deposit as “Holiday Inn Express Mayport Jacksonville Florida” and the original payment as “Hotel at Booking.com – Wilmington, DE.” After asking several times, I still couldn’t get billing paperwork. At check-in, the desk agent said the hotel couldn’t issue an invoice because I booked through Booking.com. That doesn’t match what I understand of Booking.com’s policy, and I’ve received invoices at other hotels booked through them. I also bought a $3 Coca-Cola there and later checked the date because it tasted off. It had expired on December 13, 2025. Selling an expired drink is a health and safety concern and points to poor quality control. The older woman I spoke with by phone was the only employee who seemed professional. She said she’d follow up, but the only thing I got afterward was an email saying they couldn’t provide an invoice, with no solution. Between the unclear extra charge, refusal to document it, and expired product, I can’t recommend this place.

That daytime front desk woman with short blonde hair was lovely, sweet and easy to talk to. The rest of the stay was a letdown, especially the service and housekeeping. We asked for the room to be refreshed one day and came back to find it untouched; when my son asked for more body wash, they said no. The room wasn’t soundproof either, so we heard people walking overhead and TVs. There were moisture containers sitting on top of the closets, and the room only looked partly cleaned. Moldy smell hit us as soon as we walked in, and I stopped eating the very standard breakfast halfway through our stay. The breakfast attendant was putting food away in the back even though my kids knew there was still an hour left in breakfast service. At night, the front desk attendant was rude and didn’t greet people coming in. She made us feel like asking for anything was an inconvenience, even though she wasn’t always at the desk. We were there on vacation for my birthday, so it was disappointing.

The location made it easy to get to the beach and nearby places, and the complimentary Express Start breakfast was a highlight. There was a good mix of hot and cold food, and it stayed clean and stocked. Our room was spotless, comfortable, and quieter than I expected, so we slept well. From check-in on, everyone we dealt with was welcoming, friendly, and helpful. Everything felt fresh and well cared for. We had a fantastic visit at Holiday Inn Express & Suites Jacksonville - Atlantic Beach and would happily stay again on a future trip.