Homewood Suites by Hilton Jacksonville Deerwood Park

Good Hotel, but need to fire the cleaning staff We choice to stay here because they had suites and our daughter who was moving to Jacksonville was joining us. The hotel was nice and had a nice pool, which we never used. The common areas were well kept and the breakfast, although pretty much the same every day was adequate. The lady who ran the breakfast during the week started closing down about 20 minutes before the stated closing time. The room was spacious but had too much furniture in it to allow you to spread out. We had two queen beds in the bedroom and a sleeper in the living room. There was a small but usable kitchen, although with very little utensils. The problem with this hotel was that they need to fire their housekeeping staff. They only clean the rooms every five days unless otherwise requested and our room was not clean from day one. We found and old baseball cap and a half drunk can of Pepsi under the edge of the bed. As well as other sundry dirt and dust. As such, the room never felt very clean. The front desk staff was very nice, although they didn't seem to take their job very seriously. Overall a decent place to stay, but gets low marks for cleanliness.

Terrible Customer Service Needs to be Cleaned Stayed at the resort in May the room smelled of mold and the amount of moisture caused swelling on the door the jams making it hard to open and close. Air freshener was needed as the windows had no screens on them to open. Asked for bedding for our pullout and was given 2 top sheets and pillowcases. It took 4 daily request to finally receive the proper bedding packet. Pool was down more then it was available for our week stay. Submitted a tax free form to refund taxes and instead of the location refunding money owed they continue to place Misc Revenue Tax Charges on the portfolio. Hilton and Homewood Suites will not assist in refunding taxes owed. They pass the blame back to the property that doesn’t have properly trained employees whom know how to handle the request. Countless hours have been spent and still no resolve instead they will hang up on you when you request a confirmation number or cold transfer. What a fun ride! I wouldn’t wish this hotel or brand on my worst enemy.

Great 40th anniversary experience My wife and I celebrated our 40th anniversary in April. We wanted to be located near good food, shopping and highway access. We were pleased with the cleanliness and room accomodations. What pleased me and my wife was the 5 Star service we received from the Homewood Suites Hotel staff. We were greeted with a friendly smile. We are Hilton Honors guest and travel through out the United States, staying at various Hilton properties. This was our most pleasant stay. The team of Cheryl Horne,Ussette,Amy,Ms Kim and Murak made us feel at home. It is so hard to experience good customer service but this was 5 star service. I believe that this team should receive some type of positive recognition. GREAT JOB! You made our 40th anniversary so nice. Thank you, Don Samuels

Above and Beyond Front desk staff was attentive, elevators were fresh smelling, looked like new/updated carpet throughout the hotel. I received an email shortly after settling in my room welcoming me to the hotel and asking me how was everything with my room. There were a few issues, but representative Luke P. saved the day with his prompt responsiveness and great customer service skills. Thank you Luke; you represent Hilton very well!

Nightmare Richard the Manager Never ever will stay at this hotel again. For starters. When I arrived at 1:00 in the morning with my dog because it’s supposed to be “pet friendly “ and I have a little Boston Terrier who is like my kid. They gentlemen behind the counter stated that I would be charged with a pet deposit. When I informed him that I had my emotional support animal license and paperwork. He stated that there would be no charge. Enough said. They had watched me go in and out with my do for three days, never once did they tell me that my emotional support animal license was not acceptable. My hotel accommodations was being paid by my Employer and every day I made sure of what my charges were because I was buying things from the sweet shop and just wanted to see what was going to be billed out at the end. When I received my bill in email form . They had slap a $75.00 pet free on it after I left that day. When I called and ask why the pet fee was on my bill and why on day one it wasn’t charged or, they didn’t accept my pet license and paperwork. The manager “Richard” told me it was because we don’t accept emotional support animal licenses. At this time he had never even seen what type of license it was because he didn’t even check me in….. I called the Hilton Dispute line and they had both of us on the phone at the same time. This manager Richard gets on the phone and says” That I snuck my dog in and hangs up” This has to be the most unprofessional and slimy thing I have yet to see. He than goes out of his way before hanging up on me and states that he saw on camera me sneaking my dog in the back door….. Shady shady shady! I could have complain about when I went into my room I had no lights and when I called the front desk. The gentleman said he would come up and see what was going on . At this time I saw a fuse box open and flipped the switches and the lights went on . So I called the front desk and told him that I figured it out. No problem but; I stayed on the fourth floor and there was almost hardly any hot water. I am not one to complain but when I saw what they did to my bill and the manager Richard went on to say that he saw on camera me sneaking my dog in the back of the hotel. Very Slimy! If you need to steal money that bad from honest professional people. You should work at one of the dirty hotels somewhere else . You don’t belong working for Hilton! I have been a Hilton Rewards card member for years and this was totally uncalled for . Bye bye , Slim Shady! Bentley and I will not ever be returning. Thanks for the memories.