Residence Inn by Marriott Jacksonville Airport

Lindsey, the front desk guest service agent, was very helpful. The first room we looked at had some kind of repair underway, but the woman who helped switch us was accommodating, so that part went smoothly. Breakfast was another matter. Food was cold when it hadn’t run out, and the young woman from the front desk who was helping in the breakfast area had a nasty disposition. When guests asked for something, she’d roll her eyes or act like she hadn’t seen or heard them. She said she’d just started and breakfast wasn’t part of her job description. Maybe that explained her attitude, but guests shouldn’t have to deal with it. She should take it up with management or corporate. The other young woman didn’t seem to care at all.

We lasted one night. After all the problems, I called my husband, who told me to find another hotel for our crew and get our things out. I spent the day finding a new place. When I came back at 1:00, the manager had already been told about the issues and wanted me to fill out a report about the roaches. I said that was her job and her problem, and I was going to get our things. She mentioned checkout was at 11:00. I told her my guys would return for their belongings at 5:00 after work and that she could discuss it with my husband. I also told her to look at our account: we’re lifetime gold members, have crews in three states at Marriott hotels, and I was contacting my representative. Our room was standing wide open when I went back, with no staff around. The manager said housekeeping must have left it that way. That was the last straw. I loaded our things into my truck and left. When we returned, she politely said she wouldn’t charge us for the day. We had three double rooms. All had roaches. In our first-floor room, the bathroom sink flooded the floor. Maintenance adjusted something to stop it, then left without a mop and told me to use towels. I had to get more towels from the desk and dry it myself. Later, in the dim courtyard, a young man ran up asking me to open the door because a wild pitbull was chasing him. We ran inside, and the police were called to look for the dog. Back in my room, a piece of what looked like metal Brillo pad was stuck in something and cut me under the eye. The next morning the toilet backed up, and the hall smelled like sewage. That may explain the overpowering air freshener and cleaner smell when we arrived. A young man at the desk handed me a plunger and his two towels so we could shower. He didn’t offer to help, so I fixed the toilet myself. Then the blow dryer exploded in my hand. The desk worker couldn’t find a replacement, and my other two rooms didn’t have one either. I’d already repacked the few things I’d taken out of our bags. I went for a quick breakfast because we were over an hour behind getting to our work site, but was told food couldn’t leave the lobby. There wasn’t much variety like at other Residence Inns. When I looked at him, he said he’d let it slide this time. We’d stayed here for two months three years ago for work. Even then the hotel needed renovation, but everything worked well: breakfast was great, staff were amazing, and rooms were clean and cared for. It seems to have been sold since then, and I don’t blame the front desk staff for the current management. Marriott should remove its name and branding from this hotel. We’re on the road more than 250 days a year and know hotels. We’ll never stay here again. I also killed two big black house spiders in the room, which I believe are poisonous. It’s sad to see a place that used to be nice go so far downhill.

The rooms are pleasant and quiet, and staff seem to care. The property itself is compact, with fewer amenities than other Residence Inns I’ve visited. Some exterior lights, including a flagpole light, were out or switched off before dawn. I reported the concerns, and staff received them nicely.

The one good thing is that they allow dogs. I left within 30 minutes because the room was unbearable. It was filthy when I arrived, with sticky floors, stained bedding, and bugs. Roaches were crawling through the living room and kitchen, including what looked like a whole family in the dishwasher. I asked the front desk for help, but nothing was done. When I showed the photos, they just stood there. I’d never stay here again. The place should be inspected and properly cleaned before renting out more rooms.