Hyatt Place Jacksonville / St. Johns Town Center

We had a comfortable night here on our drive south from Charlotte, and I’d consider staying again when I’m in Jacksonville. The room was pretty great with a good view of the water, though the corridor had a slightly strange smell. It wasn’t a major hassle. Check-in went smoothly, prices were reasonable, and parking was free in a dedicated lot for hotel guests. Breakfast is served downstairs each morning. It was okay, though we thought it could be better. The quality seemed similar to other hotels at this price, so I don’t have a particular complaint.

The lake view from our room was beautiful, and breakfast being included made the morning much easier since we didn't have to find somewhere to eat before my appointment. We picked this hotel because it was only a 15-minute drive from Mayo Clinic. We were in Jacksonville for my ALS Clinic, and we loved our stay.

I came back around two hours after first arriving and found the same employee at the desk. I was asking for an explanation of the fees while he asked for my card. I understood the one-night charge because the cancellation grace period had passed, and I knew there was also a check-in deposit. But when I asked about the bill, he got irate and showed no customer service. I wasn't upset until he called law enforcement on me. He claimed I was intoxicated, which wasn't true. I'd been waiting at a nearby cigar lounge for their system to come back online. I then had to wait for the officers and defend myself while they canceled my reservation, without ever answering my question. He also told me he made more money than I did. I first arrived at 11 p.m. after a long day of travel and was told the hotel's system was down, so I should come back. There was no estimate for when check-in would be available. The employee seemed pleasant at that point, and I knew he was having a stressful day. I've worked in hospitality myself and could relate. This was on 12/19 (check-in), 12/20 actually. I chose the hotel because of its high ratings, so I'm in disbelief that someone who speaks to customers this way was hired. As I explained to law enforcement, everyone can have a bad day, but the way I was spoken to and treated needs accountability. I expect something to be done about the lack of training and patience.

The lobby gives a nice first impression, but looking closer, the cushions are stained and there are scuffs and other signs of wear. The back patio overlooking the lake is decent, and the staff were nice. Still, for about $170 a night, the amenities didn't feel comparable to hotels in the same price range, and the place seems dated and in need of some TLC. There's also a loud cigar bar next door, with music audible on the higher floors. A few updates would make a big difference.