Great Hotel, Great Customer Service! I went to Jacksonville to visit Hotels in preparation for a 3 week work assignment. I visited numerous hotels in the area but when I visited ESA Riverwalk I made up my mind. The manager showed me a couple of room options and what would be available. The location and the customer service the manager showed was over and above any of the other hotels I visited. The staff and management were exceptional.

Avoid at all costs Very dirty, the windows are so dirty you can barely see out them. The pans are so old the Teflon is coming off them. 2 of the entrance doors have broken key pads, it a long walk around for entry. And, be prepared, you think your getting a deal until check in, when they surprise you with a parking fee.

Awful customer service from Manager Wyn Terrible customer service. There was a nationwide outage of the computer system, and the front desk staff couldn’t complete check in fully. Their only solution was “we can refund you.” There ended up being about 10 of us in the lobby that Manager Wyn wanted to refund and send us out to sleep in our cars, rather than find a creative solution to get us checked into rooms we had already reserved and in many cases already paid for. This was three-hours before a large concert at the Jacksonville stadium that many of us had driven in hours to attend. And because it was a huge concert night, all surrounding hotels were sold out. Manager Wyn exhibited absolutely zero concern for customer service, and zero compassion for our plight whatsoever. She only cared about clinging to a line about company policy. The system could see our names and reservations, and the keycard machine worked, but the machine wouldn’t let them take the final step to have us sign the stay agreement. Many of us suggested they let us sign manually, and we could all come back to the desk later when the system was back up. The manager was not at all willing to entertain creative solutions to get us into our rooms. She didn’t care that we would all have nowhere to sleep, and was just concerned about protecting herself with the shield of “company policy.” The worst, most offensive thing - they called the cops on the 10 of us in the lobby! Like its unreasonable for us to be upset with the customer service.

Unsafe neighborhood Too older women traveling. We felt very unsafe after seeing several homeless people in the neighborhood surrounding the nearby blocks. you could not walk into the lobby as the doors were locked and you had to communicate with the front desk person by telephone through the glass Front Desk person was unable to show us what a room would look like to our check-in even though there were like three cars in the parking lot and it certainly didn’t look full. we went a couple blocks toward the river and stayed at another hotel, which seemed much safer

Terrible I had an absolutely dreadful experience at Extended Stay America - Jacksonville - Riverwalk. My company had prepaid for two rooms under our foreman's name for four of our team members. However, when one of my employees arrived with only a paper copy of his lost driver's license, they refused him entry. The manager couldn't even provide evidence of this so-called policy. Now, thanks to their arbitrary rules, my employee has to endure a grueling three-hour drive back home. This level of inflexibility and lack of common sense left us deeply disappointed. Avoid this place at all costs!