Hilton Garden Inn Jacksonville Ponte Vedra Sawgrass

elevators are VERY s..l..o..w

The bar provided a good service.

Extremely frustrated trying to engage with management and staff about a booking error. All efforts ignored, appalling way to operate.

We arrived after a long day on a flight from Phoenix AZ to find out that this Hilton gave away our 1 bedroom suite we had pre-paid for and they put us in a standard two queen room that should’ve been off-line the tub shower in the room would not drain. It took 45 minutes after each shower to drain the toilet is pathetic and gross. We called down and no one was able to help us with the drain. They kept making excuses and lying about stealing our room from us, and after long discussions and arguments, we were promised a full refund by manager Edwin, who never processed it and we are still arguing for it. We called back in to no return call today. We talked to a Joe who says this is his fourth day like three times and now they’re saying they will only give us a one night refund and claiming it was already processed, which is not true. Stay away from this Hilton.

Location to concert hall

Clean convenient and professional staff

Nothing

Nothing

The property didn’t respond to any attempts to contact it.

I was charged $300 over and above my room rate and $118 for late checkout I was told by front desk would be complimentary as long I was out before housekeeping company left for the day. Was out well before that. The lack of o final bill from the hotel and looking the other way while I paid over$800 for a two night stay was a deceptive act and Hilton supported it, likely owns this site that would appear to be their home site. No housekeeping during the stay, property was subpar. Still waiting for a response from GM.

Room was, as usual for the Hilton Garden Inn, fine. Stayed two nights. Surprised to not receive any service between nights—no replacement for the in-room coffee and tea, cleaning, or making the bed. Particularly surprised to be charged a fee for parking in the public parking lot outside the hotel without any warning. I only first realized I had been charged when I reviewed the bill once I was back home. When I called to question that (seemingly deceptive) practice, I was told that the dash card disclaiming any liability for the vehicle was actually why the fee is incurred. I reviewed the card again and could find no mention of the fee anywhere. I understand why Hilton would disclaim liability for my using public parking, but certainly disappointed that Hilton would charge a guest for using public parking.

I don't believe hot water should be an option. We took cold showers or nearly cold showers two days in a row. I found the hotel uncaring and the local representative never responded to my complaint.