Holiday Inn Express & Suites Jacksonville Airport by IHG

The staff were friendly whenever I asked for help, which was a bright spot. The hotel is close to the airport, though aside from a gas station, nothing is comfortably walkable. Our king suite wasn’t as clean as I’d expect, and the property felt run down and poorly maintained. It seems like both upkeep and thorough cleaning need attention. Getting hot water took about 5 minutes, too. I can’t wholeheartedly recommend it, and I was disappointed with the room overall.

Flight delays made things complicated, but Julie Carroll at the front desk took care of us from start to finish. She went out of her way to help and kept us comfortable throughout the stay. Thanks, Julie. We’ll come back on our next vacation.

The front desk staff are great, but this hasn’t felt like a normal IHG lately. I think management may have changed, since I’ve never had these problems before. I had two separate reservations, one for Saturday night and one for Sunday, and paid for both nights. On the second day the room wasn’t cleaned before that night. I told the front desk, but nothing was done, so I didn’t get the service I paid for. Breakfast was missing white milk for cereal on both Sunday and Monday mornings. There’s a small convenience store down the street if the hotel can’t remember to order enough. Why put out cereal if guests are supposed to eat it dry? The in-room coffee makers have also been removed, which is a big inconvenience.

I’d never recommend this place. The windows don’t open, so there’s no way to air out the heavy air freshener smell. It’s ridiculous, and it leaves you with a massive headache. To me, it suggests they’re covering up bad odors instead of cleaning and maintaining the hotel properly. The refrigerator smelled awful and couldn’t be used, and the bathroom was gross and smelled too. The response blaming housekeeping says enough. Those workers don’t make the decisions, they do what management tells them. I took a screenshot of the comment, so deleting it won’t change that. It’s a horrible way to treat people doing one of the hardest jobs. I know because I’ve done residential and commercial cleaning. That was the last kind of response I expected.