Hampton Inn & Suites Jacksonville Deerwood Park

I made a reservation using points. Because I’m a diamond for life member, I got a free upgrade, which I did not want and planned to ask for my original room when I got to the hotel. Half an hour before check in time, the hotel called to inform me that they had a water issue. They had rooms available still but because I used points to book my room, they needed me to cancel my reservation and rebook it. As I have booked and stayed over 1,000 times in Hilton products I am well aware that if you cancel a reservation the points do not immediately become available and can take 24 hours to show up. I did not have enough points to rebook and when I asked them what I was supposed to do since they had already canceled my room, they told me that I was welcome to go to another hotel. When I asked for the “manager” that I was speaking with’s name she refused to provide her name and instead provided the general managers information and then hung up on me. Multiple times throughout the interaction both the person who called and then the “manager” spoke over me, were rude and condescending, and told me that I wasn’t listening to them when they obviously didn’t understand their own product. They didn’t do what was necessary to keep a relationship with the customer and should really consider whether customer service is what they want to do for a living. What should have been a seamless transaction turned into a nightmare. Worst Hilton experience in over 20 years of being a loyal customer.

The hotel was nice. Good location.

The checkout time is 12. Check-in time is 3. Our room wasn't ready till almost 5, because of the late checkout time. Several people were waiting for their rooms, too. Something needs to be done about that.

The room size was very big

The free breakfast was not good. The hard boiled eggs were not cooked well. At first they had some type of egg with cheese that was horrible. The waffle station did not work. It was the worst breakfast ever.

The hot breakfast was good and convenient. The location worked well for our plans. The front desk staff, especially Tamara were excellent.

They didn't clean our rooms the first full day, so we had to go to the front desk to get fresh towels that night.

Everything about the property was great

Front desk staff was great

Clean and staff was very friendly. Breakfast was good. Quiet but convenient

Nothing