Extended Stay America Suites - Jacksonville - Riverwalk - Convention Center

The front desk staff were not super friendly, they key cards took a while to work. We just stayed one night, but no amenities in kitchen.

Terrible customer service. There was a nationwide outage of the computer system, and the front desk staff couldn’t complete check in fully. Their only solution was “we can refund you.” There ended up being about 10 of us in the lobby that Manager Wyn wanted to refund and send us out to sleep in our cars, rather than find a creative solution to get us checked into rooms we had already reserved and in many cases already paid for. This was three-hours before a large concert at the Jacksonville stadium that many of us had driven in hours to attend. And because it was a huge concert night, all surrounding hotels were sold out. Manager Wyn exhibited absolutely zero concern for customer service, and zero compassion for our plight whatsoever. She only cared about clinging to a line about company policy. The system could see our names and reservations, and the keycard machine worked, but the machine wouldn’t let them take the final step to have us sign the stay agreement. Many of us suggested they let us sign manually, and we could all come back to the desk later when the system was back up. The manager was not at all willing to entertain creative solutions to get us into our rooms. She didn’t care that we would all have nowhere to sleep, and was just concerned about protecting herself with the shield of “company policy.” The worst, most offensive thing - they called the cops on the 10 of us in the lobby! Like its unreasonable for us to be upset with the customer service.

The first room we were given had a roach infestation so we were given a room on a different floor. By his reaction, the front desk worker didn’t seem surprised. The second room we were given smelled, the noise in the hallway from another intoxicated tenant made us feel unsafe. We left and went to another hotel in the area. Do not stay here! We wasted our money since the room was not refundable, I will never stay at this hotel chain again!

Room was spacious. Lamps were broken. Hallway smelled like old fish. Notified staff on 3 different occasions that the fire alam was beeping. They claimed that they would send someone to fix it but for my two day stay no one ever showed up to fix the alarm.

It’s a dump. There were blood stains in my sheets. Felt very unsafe

When we drove up to this property, we honestly thought it was a mistake. It looked closed - no windows in the bottom floor, dirty exterior, mess in the parking lot, you get the picture. When we asked at the front desk - the response? Shoulder shrug. I have traveled for business the past 30 years and stayed in many places that were under renovation, but never a place that looked closed or unsafe. We did not stay. We will never again book a hotel package with a hotel we did not have prior experience with. Trust me, and scroll by this one.

Very sketchy. Loud arguments outside in the middle of the night with vulgar language. Intoxicated people roaming the street. Hallways are dark and barely have any light. Several outlets in room did not work. Elevator made loud, scary sounds when operating.