Home2 Suites by Hilton Jacksonville Airport

The comfortable rooms and BBQ patio are part of what makes this place a gem, and it's just minutes from the casino. Danny, Quincy, and diamonde are all awesome, so I ALWAYS come back. Manager Dona Marie, I hope I'm spelling her name right, is AMAZING. It really feels like home, and I'll loudly recommend staying here to my coworkers and everyone I know when they go to Baltimore.

At 4:21 in the morning, after finding the mattress wet with urine, I went to the desk because I couldn't sleep in that room. The staff member accused me of bringing someone in who had wet the bed, then wanting a different room. I felt humiliated and furious. He eventually agreed to move us, and by 4:30 my friend and I were carrying our things to another room. I'd arrived in Jacksonville late Friday for a friend's mother's funeral, and my friend had arranged rooms for the out-of-town guests. My roommate had arrived earlier and was asleep when I got in around 11:45 p.m., so I switched on just one light. I noticed a urine smell as soon as I got into bed. At first I thought the mattress felt cool because it was beside the air conditioner. Later I realized it was still wet. Even my pajamas smelled so strongly that I couldn't pack them in my suitcase. The manager showed no remorse when I explained what happened, and wouldn't reduce the rate or waive the charge. I paid $180 to sleep in a wet bed with someone else's bodily fluids. I used to think well of Hilton, but I won't stay with them again, especially at HOME2 Hotel by Hilton. Don't be fooled by the Hilton name.

Housekeeping wasn't available, so I spent 45 minutes cleaning the room myself before my family could use it. When I asked what could be done, I was told to accept it as it was or take a refund and find another hotel. That wasn't realistic on a military travel day. I'm a Hilton Honors Diamond member, and we were moving on active duty with our family. Our room wasn't ready until two hours after the guaranteed check-in time. It was dirty and poorly kept, with hair in the shower, broken fixtures, a stained office chair, no kitchen cleaning supplies, and a TV missing its remote. This added stress and work to an already demanding move. It fell far below what I expect from Hilton, especially for a Diamond member and military family. I won't stay here again without significant improvements. I also submitted Hilton "Stay feedback".

There was urine in the bed, and when I told the hotel, they argued with me instead of helping. The shower was dirty too, with hair in it. I come to Jacksonville every other week and had hoped this could be my home away from home. I wouldn't recommend it to anyone.