Homewood Suites by Hilton Jacksonville Downtown-Southbank

Great stay. Everyone was extremely nice and accommodating, we travel with two special needs children so we typically need a little extra. Would definitely stay here again if we were in the area.

Overall the hotel was great. The room was spacious for a family of six. My mom came a long and is disabled. The carpet from the kitchen to living area was a trip hazard because it was lifting up and frayed. The beds were comfortable. The remotes lacked batteries to work the TV so had some spares in luggage to use. It was quiet. Breakfast was typical eggs bacon sausage and biscuit. Security wise I felt safe.

My family of 6 stayed at this property for 2 nights. The staff was kind, but nothing extraordinary. The room was dated, poorly cleaned and poorly maintained. The room smelled like a wet animal, the carpet was sticky, and the bathroom floor badly needed a renovation. We were extremely uncomfortable and could not wait to return home, we didn't complain because from the looks of the common areas, we didn't expect much of an improvement. We were disappointed, and expected much better for a Hilton facility.

The hotel was clean. The rooms were spacious and nicely decorated. Perfect for family with young kids. Unfortunately I had a horrendous experience with the front desk staff, specifically a person allegedly named Jean-Patrice. (It was later disclosed by a corporate office representative that his real name was Jake). Check-in is 3pm. We arrived at 3:15pm with 4 children after a long drive. We were told that we would have to wait because our room wasn't ready and the cleaning staff was working on it. There were 2 other families waiting in the lobby as well. I waited 30 minutes and asked the front desk clerk if there was an update about our ROOMS. His response was rude and dismissive with little concern for the long wait or crowded lobby of paying guests. “There's nothing I can do. Sorry. It's tough. Have to wait for the cleaning staff." He also disclosed my financial information out loud in front of the other guests regarding a refund that I didn't ask for in response to my complaint about the wait (total wait for room was 1 hour 15 minutes). At that point, I took the elevator to the 4th floor and asked the cleaning staff directly about the room. They were courteous and helpful. It turns out the rooms had been ready for 20 minutes and there was a communication issue with the front desk. I returned downstairs and 5 minutes later all guests were provided with keys to their rooms FINALLY. It soured our experience at an otherwise nice hotel. When in Jacksonville, go to Southbank