Home2 Suites by Hilton Jacksonville Airport

Really enjoy my stay very clean and friendly atmosphere. I will book with them again. Made me feel very comfortable during my layover.

This was the most disgusting hotel experience I have ever had. The mattresses were stained with blood and some other fluid. The carpets in the rooms were worn out. There was dirty underwear from a previous guest in the drawers! My family and I checked into our room and requested a different room because the conditions were unacceptable. The second room was just as bad! We had to leave. The receptionist was embarrassed. When I talked to the manager a few days later, he was unaware of what happened and said he would issue a refund (which I still have not received). I am a Hilton Honors member and this is not the quality I would expect.

We booked a 2 night stay over the long weekend. Reviews seemed ok, and the location was convenient, so we went with this hotel relying on the good Hilton name. BIG MISTAKE!!! Upon entering the room, we were hit with the smell of what we could only describe as feet and dirt. We had to meet family for dinner and didn't want to complain so we sprayed some febreeze I had in the car and left for dinner. When we returned, the smell had not improved, so we decided to call the front desk. I explained the situation and that we had come and gone and that the room still smelled bad. Long story short, the lady was snippy and not helpful. She said there was nothing she could do and that we should have called right away. So now my mistake for not wanting to cause an issue. She recommended we call in the morning and ask who is at the desk to have our room cleaned. She said they were fully booked and had no other rooms available. She said we would likely have to leave the room, remove all our belongings, and there was no guarantee that a cleaning would happen. Wow!!! Really?? She also offered some points on a future stay which was not helpful. It was late, and did not have time to go back and forth with this unhelpful person. Also, how disappointing that I would have to call back in the morning and repeat the situation to the next desk attendant and hope for some help or resolution. Isn't it good customer service to pass current and ongoing issues along to the morning staff??? So stuck in this smelly room I went to take a shower and the water was lukewarm at best. After several minutes of running, it never got hot enough for a good shower. The shower head blasted water in all directions. The shower was in overall poor condition. See pic of corner. Unfortunately, the water temp was the same way the following day. When getting into bed, the blanket between the sheet and outer blanket was filthy. It was clearly dirty and smelled bad. We took it off and put it on the floor, and used an extra blanket that was in the cabinet. Additionally, the trash cans outside by the entrance were overflowing with trash. They were NOT emptied once during our 2 day stay. There was trash with food all over the ground next to the trash can. Inside was no better. The same trash and debris remained on the floor in the hallway all day. It was there when we left for the day and still there when we returned at 10 pm that night. Those floors need to be picked up and vaccuumed daily. We never got a new room or had it cleaned properly. We had to leave early the next day and did not have time to go back and forth with the people at the desk and re explain the situation. There was no follow-up or anything from hotel staff. We do not recommend this hotel. We will not be returning.

Traveled due to family reasons. Disaster from start. The bed was disgusting and so was the bathroom. I showed video of hairs and random objects in the bed to front desk Neesha. She was indifferent as she stated "we are booked. We can refund your money, give you some points and you can stay somewhere else". I ended up cleaning and changing the sheets myself. I had to be with my family early morning. Told her I will NOT pay a dime for this place and will check out in the morning. Called cooperate, sent video and pics to them. They stated they would investigate. Still haven't heard anything from them. I will be disputing the charges with cc and trying to encourage my company to discontinue our relationship with Hilton. The service, quality and standard are well below subpar. You would be better off at a Holiday Inn or any basic accommodation.

As a Diamond member, I will never stay here again. They don't offer digital keys and there was a long slow line at check-in. You have to have your license plate number to get a parking pass or they will TOW your car. No hot breakfast M-Th... only grab & go. There was lipstick on a coffee cup in my room. They need new management here.

Although we had booked our reservation a week earlier and it was confirmed, when we got to the front desk to check we were told that we were bumped. They gave away our room and told us the hotel was full. They had only left a voicemail 10 minutes before we arrived. They did not get us an alternate room. Instead, I had to find my own comparable room 45 miles South in St. Augustine. At twice the price. I will not be returning to this hotel any time soon. I’m an elite Hilton Honors member. I’ve never had this happen to me before. I plan on contacting corporate headquarters this week to report the experience.