SpringHill Suites Jacksonville Beach Oceanfront

It was a very nice trip. The room was clean and right in front of the ocean and the outdoor pool was warm so my kid enjoyed swimming even though the weather was a little cold. We loved it.

Great hotel with a lovely staff. The location is perfect. Couldn't have asked for a better vacation hotel

Our experience at this hotel was incredibly frustrating and disappointing. We checked in on a Friday as a family of five and were originally given a room that already had some issues—there weren’t enough towels, and the in-shower toiletries were completely empty. We mentioned it politely and were willing to overlook that, assuming things would improve. Unfortunately, they didn’t. The air conditioning in our room stopped working, and the front desk’s solution was to move us to a much smaller room with just one king-size bed. That is clearly not a reasonable accommodation for five people. On top of that, the room had less square footage than our original room with two beds—yet the receptionist claimed it was an “upgrade,” which was simply not true. We asked about alternative options and were told there were no comparable rooms available until Sunday. The suggested solution? That we move between different rooms multiple times over the weekend. Essentially, we were expected to play hotel hopscotch—with no offer of a credit, discount, or even a small gesture of apology. Meanwhile, another family member also affected by the AC outage was moved to a large, comfortable room just 30 minutes after us. So clearly, better options were available—they just weren’t offered to us. Eventually, after being moved three separate times, we did end up in a room similar to the one we originally reserved—but by then, the damage was done. It is completely unacceptable to displace a family of five multiple times in one weekend without any compensation or credit. We paid full price for a very subpar experience. To make matters worse, there was no manager on-site to help resolve the situation. I find it very concerning that a hotel can operate without any management presence during a guest crisis. This experience fell far below basic expectations of hospitality, and I would not recommend staying here based on how poorly this situation was handled.

The location is great, and the valet workers were fantastic. That is where it ends. I checked in late at night, and was to get a two queen suite. The beds are not even CLOSE to queens. They are doubles, but Marriott likes to suggest they are queens. There was not a chance that my wife and I would be able to sleep in the same bed. The air conditioning doesn't kick on fully, so it was roughly 80 and humid in the room. It did cool down, but not until the next morning. Making it impossible to sleep. When it did turn on, the air conditioning vent leaked water constantly over everything near the desk. I went and complained, and was told it was too bad. There are only two elevators, and one of them was down most of the five days I was there. The TV stopped working one night, and when I asked for someone to come up, they said they would send someone. No one ever came. It was a VERY bad customer experience. When I complained, Marriott offered me 5,000 points. Mind you, I paid 250,000 points for the five-night stay. So, they offered to give me 2% back. I told them I'd hold off making a post until they made it right, and they refused to respond. Worst customer service from Marriott I've seen, for how much I stay at Marriotts. Hilton will be my new go-to.

Very disappointing! It started with valet. No help whatsoever, no bell carts after we unloaded all our luggage. We couldn’t carry everything. No support. A bunch of young men joking around vs helping the customer -and it cost $28/day. Next came the front desk. Derrick added insult to injury. He would not accept my husband’s card because I kept my maiden name, and his name didn’t match the reservation. I was shocked at how cold and sarcastic he was vs merely apologizing and explaining the policy in a customer oriented way. I wanted to cry. My husband was ticked. The worst non welcome I have ever encountered at a Marriott. The Courtyard down the street is so different. They go out of your way to welcome Marriott members, even with welcome cocktails. You can not reach the front desk. Staff seems unhappy. That is poor Mgnt. And no dear manager, your pool is still filthy! A dirty smudge around the tile.

First the good - the room is very spacious and makes traveling with a family (and all our stuff) much easier. But that's where it ends. On the cons: Loud - there is a hopping nightlife in the area and there was a loud band playing across the street EVERY NIGHT until at least 11pm. Unresponsive - we ran into some issues our first night there and called the front desk multiple times. Either no one picked up, or they picked up, put me on hold, and never returned. They claimed they were 'busy with guests' but every time I went down to the front desk, there were no guests in sight? I even called Marriott customer service for help, and they couldn't get anyone to pick up the phone either! Penny Pinching - the towels are thin and flimsy and easily soak through and their policy is to change sheets only once a stay unless you ask them. They only put 3 (not four) pillows on a bed and when we arrived there were only bath towels for 2 people, even the reservation was clearly for 4. The included breakfast is only served until 9:30 am, which is a bit rushed for families on vacation. It turned out to be OK because the eggs were so clearly burned (brown crusty patches) that we decided we didn't want to eat there anyway! Cloudy/Dirty Pool - the pool water is not clear and looks murky, but you can still see the sand and debris accumulated at the bottom. We truly couldn't wait to check out!