Sheraton Jacksonville Hotel

I am literally copying and pasting the feedback we sent to upper management when they reached out to us about our stay. This was a very disappointing experience for our family. There was a dark cloud over the entire trip. Please read on to see why.

"Thank you for reaching out for feedback regarding my recent stay. While I previously had a great experience at your hotel in 2024, I am writing to express my significant frustration regarding a serious billing issue during this most recent visit. Despite my stay being prepaid at $683.00, I was charged a second time. Including the incidental hold, we were out of approximately $1,500 over a busy holiday weekend. It was a major inconvenience to float these funds without a clear resolution or timely updates. I found it necessary to repeatedly prompt your staff to investigate the matter and secure our refund. Furthermore, the management situation on-site added to our distress. The manager on duty informed us she had only been in her role for 2–3 days and was unable to reach upper management for assistance due to a family emergency. Leaving an untrained manager without support during a high-volume holiday weekend was a poor business decision that left her unable to resolve our crisis. While the second charge was eventually released to my husband after our stay, the lack of preparation and communication during the process has significantly impacted our trust in this property. I hope this feedback helps you improve your operations, as this experience has made us hesitant to return in the future."

We have stayed in this hotel on multiple occasions and while the staff is pleasant, the cleaning leaves a lot to be desired and unfortunately the management comes across as disengaged as we never heard back after a letter and multiple calls. Totally unacceptable. These photos are after having to ask for housekeeping to clean. Bed made included just pulling up the comforter, sheets untouched. No pillow case placed on pillow, tub never washed, and coincidentally do not disturb signs left on floor as a subtle message for us not to disturb housekeeping.