Home2 Suites by Hilton Jacksonville Airport

I can't say this enough. The staff is phenomenal. We had the same housekeeper over our 8 days, and Katrina was so caring and patient. She was genuinely interested in making sure my family had wat we needed. If I could change one thing, it would be.. adding meat to breakfast. The one thing I hoped for every day was bacon or sausage links, and that just wasn't there, but everything else was so delicious. I loved the variety of waffles. I hope we can enjoy the pool next time as well. I would absolutely stay here again and recommend this hotel as well. Thank you to all the employees we had the pleasure of meeting.

December 25th. 2 parents, 3 young teens. Decided to stop here during long journey by car. Wanted to watch movies, eat and sleep as we were only 3 hours away from our final destination and too tired to keep driving. Very sweet front desk lady checked us in. Went to the room and met with strong musty smell. Put sheets on pull out couch and realized the musty smell coming from couch. Stains all over mattress of pullout. We unpacked, kids tried turning Netflix on, no wifi to the tv. TVGuide on cable was not working. Let front desk know and she sent up very kind maintenance man. He spent about 15 mins in room trying to figure it out. He checked another room and the other room worked fine. The maintenance man said we should move to a different room, was very kind about it and went to talk to front desk. I went down to switch to another room. Packed up our stuff on a cart, had it ready to go. Kind maintenance man went to check the new room if the tv worked, it did not. Front desk offered an upgrade to a room with 1 king and 1 pullout…. That’s not enough beds for our family but she said that’s all that’s available. We said we wanted to leave hotel and we were told we may not get all of our money back because it is the “day of” and all of the managers on holiday. Decided to stay in original room. The front desk lady came up to our room to try to figure out tv - still didn’t work. We unpack again. About 2.5 hours have past since check in, now we are more hungry and tired and need to get food in an unknown town. Ended up getting supper from gas station as everything else was full or closed because Christmas Day. By this time, we could have been at our final destination. Get back to the room, met with a different musty urine smell. Go to microwave our supper, microwave doesn’t work. Blown breaker. Still no wifi for tv. Still musty. In the morning, went to see Brandi at the front desk an let her know what happened because the sign in their lobby says “If you aren’t completely satisfied, let us make it right or that night’s on us.” She said she honestly didn’t know when managers would be back from holidays so there was only so much she could do - understandable. Brandi knows her stuff. She was extremely kind and sweet and understandable and gave us 50% money back. All that to say it was no one’s fault, everyone tried their best to do what they could. It’s a tricky time of year, we get that. But, we are disappointed and not satisfied.

Brandi at the front desk was so helpful in making the process for checking in smooth as possible with 3 little kids. We arrived before check in from a cruise and she helped us hold luggage until check in was ready. Super clean place as well!!

We are loyal Hilton customers and have stayed at many Home2 Suites properties over the years, but this particular location was a major letdown. The hotel was not well maintained, and it showed in several ways. When we arrived, we immediately noticed a strong, unpleasant odor in the second-floor hallway. Inside our room, the refrigerator was plugged into a surge protector that wrapped around the counter to an outlet next to the sink, which is a clear safety risk. The garbage disposal in the kitchen sink did not work, and the bathroom sink drained extremely slowly. It’s a shame because the hotel itself doesn’t appear very old or outdated—it simply seems neglected and lacking proper maintenance. That said, the breakfast was good, and the staff was friendly, but those positives were overshadowed by the maintenance issues.

Shuttle pickup was fast, friendly and easy. Front desk associate was welcoming and personable. Checkin was easy. Room was spacious, clean and well stocked. Property was generally clean, well maintained and free from damage but there were some stains on the carpet, the table in the room was broken and areas within the hotel had some unpleasant odors.

Small Chains treat you better! Upon entering the bed we found blood on our sheets. I contact the front desk and we was told there's no one to come change the sheet... Lol then we was offered to change room but we were in PJs and just showered. So we went down and got the sheets and changed them ourselves. After speaking with management the next morning. They feel changing us to another room was compensation.... No, no, no we are entitled to a clean room anyways. So I called the Hilton Corporate 800 number and reported it. That same front desk person told corporate she wished I would've called with them first. Ma'am, I spoke with the guy the same night and you the next morning. On top of that, the hall smells bad and the refrigerator didn't work, breakfast was not worth eating and they charge for parking after the price of the rooms. Beat it!