Residence Inn by Marriott Jacksonville South/Bartram Park

The room was great, check-in went smoothly, and staff were polite and helpful. The whole property was exceptionally clean, from the parking lot to the bathroom, and it’s clear the staff work hard to keep it that way. My room had a fresh, clean scent, no stains on the carpet or furniture, and no chips in the desks or tables. The fridge was quiet, and the kitchen utensils matched and were clean. I cooked quite a bit and appreciated how well the kitchen was stocked. The knives could’ve been sharper, though. My biggest complaint was the half-glass shower, which left my floor towel wet every time. They were doing some work just outside my window, possibly installing AC, but I could barely hear it. Outside noise won’t bother you much. This place exceeded my expectations, and whenever work brings me to Jacksonville, it’ll be my default hotel. A good place to stay for a while.

The room was clean at check-in, but housekeeping didn’t maintain it properly. The microwave stayed dirty for days, and we ran out of toilet paper for an extended time. Staff replaced towels and made the beds, often using the same dirty sheets, but never swept, mopped, or vacuumed the floor. I speak Spanish and had to ask one of the maids directly to come back and clean properly. She returned with an attitude. I also overheard maids speaking negatively about guests in Spanish, apparently unaware that I could understand. It was offensive and unprofessional. The front desk staff were unfriendly and unaccommodating too. We all developed rashes, which we believe came from unsanitary bedding. My wife and I contracted a new strain of COVID-19 during the stay, and eventually our children tested positive as well. What was already unpleasant became deeply distressing. We also had valuables stolen from the room, including jewelry and a stack of Visa gift cards intended for a professional event I was working at in Jacksonville. I told a front desk associate, a young woman with blue or green hair, about the theft and COVID outbreak. She said she’d escalate it to a manager named Lauren. Lauren never followed up. Later we were told we would have to take it up with Marriott headquarters ourselves. Whoever Lauren is, that lack of response to such a serious situation reflects either gross negligence or disregard for guest safety and satisfaction. A late-night fire alarm forced guests and staff to evacuate. Safety procedures matter, but the lack of communication and general chaos made a bad stay worse. From cleanliness and professionalism to health and safety, this was disappointing on nearly every level. I’d strongly advise others to consider other accommodations in Jacksonville. This wasn’t the service or hospitality I expect from a reputable hotel chain.

Joelle made check-in feel easy and welcoming at the Residence Inn. She even brought a rollaway bed up to our room herself and surprised us with a free treat. She was so kind and helpful throughout, and it made our stay more comfortable. Thanks, Joelle!

The check-in hostess was courteous and very professional. Our room had two queen beds, a big TV, a bathroom, and a closet with a safe. On the other side there was a kitchenette, couch, chair, another TV, and a desk for working. There was also a dining table with room for four.