Holiday Inn Express Hotels & Suites Jacksonville by IHG

large room and mini fridge and location was close to the Funeral Home and Church I was attending for a family member funeral.

it was clean, my room was on the first floor, large room with accommodations

The floor and room had been renovated, very nice

N/A

Newly renovated. Clean. Location.

All good

Hotel was quiet.

I booked this hotel for myself and my parents (2 seperate rooms) for a funeral 4 hours away from home. When we arrived an hour early there were no cars in the parking lot! I went in and was told I had to wait to check in, that I couldn't check in an hour early, though I've done it several times and I know there were rooms ready! Like I said there were no cars! Upon the attempted early check in I noticed the breakfast area was closed and was told the hotel was under construction. I asked about the pool and was told it was closed as well! I specifically booked here for the pool! It is indoors and just wanted to relax. Not once during booking or online did anything say the pool is closed or that the hotel is under construction. I tried to get a refund to stay somewhere else but the counter girl told me the manager wouldn't be back until the next day. This is the worst customer service experience at a hotel I've ever had. Already stressed about the 4 hour drive and funeral I was attending then this. They could have done better. No one tried to help or make it better! I now know why the hotel was empty. Everyone needs to be trained on customer service.

Booking.com messed up my reservation and management took care of it. Great job, I didn't have to worry !!