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Reviews of Hilton Garden Inn Jacksonville Downtown Southbank

3 out of 5
Hilton Garden Inn Jacksonville Downtown Southbank
1201 Kings Avenue, Jacksonville, FL

Reviews

8.4

Very Good

Rating 10 - Excellent. 526 out of 1001 reviews" "
Rating 8 - Good. 270 out of 1001 reviews" "
Rating 6 - Okay. 90 out of 1001 reviews" "
Rating 4 - Poor. 59 out of 1001 reviews" "
Rating 2 - Terrible. 56 out of 1001 reviews" "

9.0/10

Cleanliness

9.0/10

Staff & service

8.6/10

Amenities

8.8/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Liz, Lafayette

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast area could be more tidy in the seating and serving area. The girl saw a big mess of spills and wrappers around the coffee area, but left it there. The tables weren’t clean. Otherwise everything else was great, including the front desk, restaurant, bartender and service.
Stayed 3 nights in Mar 2024
Response from Jeff on Apr 4, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Angel

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very comfortable stay.
Stayed 1 night in Mar 2024
Response from Jeff on Apr 4, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

6/10 Okay

Gail

Aged property that has not been remodeled in the last 10 years. Carpets are in need of being stretched and rippled. Furniture like the tv stand are press wood and coming apart in little pieces and the tile in the shower.
Stayed 1 night in Mar 2024
Response from Jeff on Apr 4, 2024
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

10/10 Excellent

Nicole

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Jeff on Mar 27, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Steven

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Jeff on Mar 19, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Mercedes

Stayed 1 night in Mar 2024
Response from Jeff on Apr 15, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Makoto

Liked: Cleanliness
Easy access to dining options
Stayed 1 night in Jan 2024
Response from Jeff on Feb 21, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Rob, Hackensack

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel. Good location.
Stayed 1 night in Feb 2024
Response from Jeff on Feb 12, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

6/10 Okay

Thomas

Business traveler
Disliked: Property conditions & facilities
Bathroom is in need of refresh. Lamp between beds has a plug for your electronics built in but it had been used so many times that it was too loose to make an electrical connection to charge my phone. I had to move furniture to find a working outlet
Stayed 1 night in Jan 2024
Response from Jeff on Feb 6, 2024
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. I am happy to say that we are scheduled to have a complete in room renovation in April with all new furniture, carpet, cabinetry, closets, and a totally revamped bathroom. From what I can see from what the interior designers are putting together, the rooms will be spectacular for our future guests! Thank you again for sharing your experience.

10/10 Excellent

Gabriel

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Jeff on Feb 6, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Peter

Stayed 1 night in Jan 2024
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Shawn

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was Great! Very quiet and Comfortable!
Stayed 1 night in Jan 2024
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Jocelyn

Traveled with family and small children, Traveled with partner, Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Kaylynn

Stayed 1 night in Jan 2024
Response from Jeff on Feb 6, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

4/10 Poor

Matthew

Traveled with family
Disliked: Cleanliness
Good front desk staff
The front desk staff were friendly and helpful. That was the end of the positives. There was no housekeeping for a three-day stay and they charged $17 for what would have been a typical free continental breakfast at most hotels.
Stayed 4 nights in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Mindy

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Doug

Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Sharonda

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was fine!!!
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Jessica

Stayed 1 night in Dec 2023
Response from Jeff on Feb 6, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

4/10 Poor

Verified traveler

Traveled with family
Hilton is not like they were
We chose this stay because of the hot tub and pool . . But the hot tub was not working and we did not get told till after we got there . . The breakfast that Was offered to us . . We were later told we could not have because they decided to not serve breakfast . .
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Ricky

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Frank

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great stay
We really enjoyed our stay at this Hilton Garden Inn. The staff was superb, especially Rose at the front desk. She answered all of our questions and was very professional and every time we seen her she had a smile.
Stayed 2 nights in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

6/10 Okay

Jenifer

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Very disappointed... Run down & dirty.
Very disappointed... Hotel is rundown, paint pealing, and furniture looks like it came from a bump & dent sale. Hot tub is out of commission indefinitely... Floors in room were definitely not vacuumed before we got there.
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Damion

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

2/10 Terrible

john

Business traveler
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Ridiculous
I checked out of the hotel on December 9th. For breakfast, I was told the price would be around $16. I was charged over $50. Then "Sebda", the desk clerk, told me she was unable to correct the issue. I took 2 containers and a bowl of oatmeal. I was charged for 3 meals. I was not informed that I would be charged $16 per container. Typically when I stay at a hotel and grab a couple of plates of food then return to my room, Everything is considered part of a meal. Once again, I was charged $16 per container. One of those containers was simply a bowl of oatmeal. I emailed the hotel's manager Jeff Mercado and asked him to call me. Today is the 14th and I have not heard from him. The way they have this set up is that to correct this, you have to call back at a later time. Who wants to waste time doing that? I am inclined to believe that this type of attempted theft occurs often and is possibly quite lucrative over some time. Also, after I scheduled my reservation, I called and spoke with Rose because I wanted to check in early. She stated that I needed to call back at noon to see if they had rooms available. When I called back, she stated that the hotel had no rooms available for early check-in. I found that quite odd since no major events are taking place in the area. So, I called corporate. Corporate called Rose. Corporate informed me that a room would be available for me to check in early.
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

10/10 Excellent

Gary William Way

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

6/10 Okay

Angie

Liked: Room comfort
Stayed 3 nights in Dec 2023
Response from Jeff on Jan 24, 2024
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

4/10 Poor

Verified traveler

Traveled with group
Liked: Room comfort
Disliked: Cleanliness, staff & service
Do not recommend
Staff at check in were unfriendly. Found cockroach in bathroom of our room on night two of our stay. Had to move rooms, staff seemed unphased as if it was common.
Stayed 3 nights in Dec 2023
Response from India on Dec 7, 2023
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

10/10 Excellent

Michael

Business traveler
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from India on Dec 7, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Jeff

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
JUST WHAT WE WANTED!!
We had a very quiet comfortable stay. Friendly staff with a great little restaurant.
Stayed 1 night in Nov 2023
Response from India on Dec 7, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Lorene

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everyone at this hotel was awesome. We were there for the 49ers/Jaguars game. Although the hotel was short-staffed, the staff made every moment there memorable and very pleasant. The buffet young lady was super awesome and Rose at the front desk was fantastic. This is a great place to stay.
Stayed 3 nights in Nov 2023
Response from India on Nov 18, 2023
We're so glad you enjoyed your stay with us! Thank you so much for your review and we hope to see you again.

8/10 Good

Jennifer

Stayed 1 night in Nov 2023
Response from Jeff on Jan 24, 2024
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Tracy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Charged for breakfast
It was nice staying at hotel. The breakfast was expensive and not included in price of the room. You should let customers know that upfront.
Stayed 1 night in Nov 2023
Response from India on Nov 29, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We're so sorry to hear about breakfast mishap and will take this insight moving forward. We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Simone

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from India on Nov 15, 2023
Thank you so much for the review! We are glad you enjoyed your stay.

4/10 Poor

Candice

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Dirty rugs, with stuffy rooms. Only provided service to the room upon early AM request. Check in no sooner than 3 PM.
Stayed 3 nights in Nov 2023
Response from Jeff on Nov 15, 2023
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

10/10 Excellent

Andre'

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Nov 2023
Response from Jeff on Nov 15, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Gary

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very nice
Stayed 1 night in Nov 2023
Response from India on Nov 10, 2023
We are so glad that you had the best experience staying with us. Thank you and we hope to host you again.

10/10 Excellent

Anthony

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great customer service
Stayed 1 night in Nov 2023
Response from Jeff on Nov 6, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

8/10 Good

Bridgette

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Jeff on Nov 8, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Karolina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Jeff on Nov 6, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

vinson

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice spot, good rate and parking was free for guests. Front desk was helpful. You have to walk to the riverwalk but not far.
Stayed 2 nights in Oct 2023
Response from Jeff on Nov 1, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Levi

Stayed 4 nights in Oct 2023
Response from India on Nov 29, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

4/10 Poor

Michael

Traveled with family
Not helpful
Stayed 1 night in Oct 2023
Response from Jeff on Nov 1, 2023
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

8/10 Good

Robert

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Perfectly fine for business travel. Staff is pleasant and helpful.
Stayed 1 night in Oct 2023
Response from Jeff on Nov 1, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

2/10 Terrible

Verified traveler

Traveled with family
Disliked: Staff & service, property conditions & facilities, room comfort
No AC
No AC. No answer from front desk or maintenance for hours.
Stayed 1 night in Oct 2023
Response from Jeff on Nov 1, 2023
Thank you for taking the time to share your experience about your recent stay at our hotel. We sincerely appreciate your feedback and we are very sorry we did not exceed your expectations. Your comments will help us as we continually work to improve our guest experience.

10/10 Excellent

Alexis

Traveled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Rose is awesome! Your night staff and security they all gave exceptional costumer service
Stayed 1 night in Oct 2023
Response from Jeff on Nov 1, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found your stay enjoyable! We look forward to welcoming you back to our hotel in the future.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Jeff on Oct 18, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found the Hilton Garden Inn Jacksonville Downtown Southbank to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter.

8/10 Good

Dana

Stayed 1 night in Oct 2023
Response from Jeff on Oct 18, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found the Hilton Garden Inn Jacksonville Downtown Southbank to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter.

10/10 Excellent

Deborah

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Very nice room, very friendly and helpful staff. Conveniently located. Will definitely be back!
Stayed 1 night in Oct 2023
Response from Jeff on Oct 18, 2023
Thank you for taking a moment to share your experience. I am happy to hear you found the Hilton Garden Inn Jacksonville Downtown Southbank to your liking. We look forward to welcoming you back to our hotel in the future. Our goal is to make your stay better and brighter.