Homewood Suites by Hilton Jacksonville Downtown-Southbank

Our family members were in town for a wedding, and we had four rooms for five and six nights. I stayed for five nights, and all was very nice. My room was clean and there were so many towels I did not have to ask for service. Beth and India at the front desk were both very helpful and friendly, and made us feel as if they really cared about our well-being. Lisa in the kitchen took great care of the status of the breakfast items and was a friendly face and voice in the mornings.

Work trip, in a job where I travel and have status with Hilton Hotels so I’ve seen many a room including homewood suites and there were hostels nicer than my experience here. The staff are great, it’s the only pro. The location and the cleanliness is not. I don’t know how they can in good conscience call this a clean room. There’s clearly leaking shower parts and this amount of grime doesn’t just crop up overnight. There’s blood in the bathroom tile and there’s stains in the carpet (not pictured). And hairballs in places I did not venture to sit on/by. If I didn’t come from a 13 hr travel day I’d have left right away. Add that the fire alarm went off and the explanation was “the kitchen doesn’t like to use the air vents when cooking” feels like a safety violation to me. I’ve stayed at the Hilton garden next door before but as these are attached buildings/hotels, after this experience (and a tepid previous experience at the double tree on the river), I’m never staying in a Hilton JAX hotel again. Whomever is running these hotels clearly doesn’t care about their guests or staff for it to be like this.

The pool was closed. The hot tub wasn't working. When we spoke with Hilton's customer service over the phone. We were told it was our responsibility to contact hotel and check to see what was working, and what was not. REALLY! I traveled with my dogs, so I didn't expect too great of a room, but everything worked. There also appeared to be an unhoused population around facilities.

Decided not to spend the night. Carpets throughout the hotel were dirty and an omen of the room to come. Room was cleaned but not clean, French fry left on the floor. Mirror closet door off the track. Drips of something on the sink. My son's room had blood stained sheets. This place needs to be totally overhauled if not demolished to start again

Stayed in the two bedroom king suite. The room was unsanitary and needed updating badly. As soon as I opened the fridge there was a horrendous smell of rotten fish, it literally engulfed the entire room. I was unable to use the fridge because every time it was opened, the entire room stunk worse. The carpets were stained. There were two spots of blood on the bed sheets, there was hair in the jetted tub, there was no liner for the ice bucket, there were stains on the couch, paneling peeling off the cabinets. I could go on and on, ultimately I decided to leave due to those reasons and was in the room less than 4 hours. Would NEVER return. The location is ideal if you’re looking to be in the San Marco area and close to downtown, but I wouldn’t stay again even if it were free.

During my recent stay at Hilton, I had the pleasure of experiencing exceptional guest service from one of their representatives name Ursla who went above and beyond to ensure my room was perfect, despite encountering a series of unfortunate events. From the moment I checked in, it was clear that this representative was dedicated to providing the highest level of service. However, we encountered a few setbacks as the first three rooms we were assigned turned out to be unclean. Despite the initial disappointment, this representative remained calm, empathetic, and determined to rectify the situation. She immediately apologized for the inconvenience and swiftly arranged for the cleaning staff to address the issue for the next guests. Not only did this representative take personal responsibility for the situation, but they also demonstrated a genuine concern for my comfort and satisfaction. They offered me a temporary area to relax in while the room inspection by her was processed and was completed, ensuring that I had a comfortable place to wait. Throughout this process, they consistently kept me informed about the progress and estimated timelines, which helped to alleviate any anxiety I might have had. After she had finished the work, the representative personally inspected the room to ensure it met the high standards of Hilton. Realizing that the inconvenience had taken up a significant portion of my time, they thoughtfully offered me a complimentary upgrade to a suite as a gesture of goodwill. This unexpected act of generosity truly exceeded my expectations and made me feel valued as a guest. What truly set this representative apart was their unwavering commitment to ensuring my satisfaction. They went the extra mile by arranging for a personalized welcome amenity in my upgraded suite, complete with a handwritten note expressing their apologies for the inconvenience. This thoughtful gesture demonstrated their genuine care and attention to detail, making me feel like a valued and appreciated guest. Throughout my stay, this representative continued to check in on me, ensuring that everything was to my satisfaction. They provided recommendations for local attractions and dining options, enhancing my overall experience. It was evident that they took great pride in their role as a Hilton representative and were genuinely invested in creating a memorable stay for their guests. In the end, my stay at Hilton turned out to be exceptional, thanks in large part to the outstanding efforts of this guest service representative. Despite the initial setbacks, their professionalism, attentiveness, and dedication to ensuring my room was right truly made a lasting impression. Their commitment to guest satisfaction and willingness to go above and beyond exemplified the high standards Hilton is known for. I left Hilton with a sense of gratitude and admiration for this representative, and I wholeheartedly commend them for their exceptional service. Ursla deserves a raise and promotion and this is why I will always choose Hilton because of people like her.