Posted Nov 28, 2016
I made our reservation through Expedia for the Sheraton Jacksonville Hotel, a month ahead of time. I reserved a Club Suite/with breakfast included (the most expensive room they listed). We were spending Thanksgiving week there to visit with our son, who lives with roommates in an apartment. So, we were going to be in our room a lot, which made the larger suite important to us. When we checked in, we were given a room on the Club floor, however, they informed us there was no Club because of renovations. When we saw the room, we were shocked. We had a very small room with a king size bed and a single chair. No sitting area, no large suite. I went down to talk to the staff and was told that I had a standard king room, and nothing included. But, they said I was upgraded to the Club level floor which had already been renovated. I explained to them (two people) that I had paid the highest price for a room there, and was given a standard small room. This didn't make sense to me. I received the same answer that this was an upgrade to a renovated floor. He told me that the room would not cost what I was reserved but would be the standard charge. We spent 4 nights in this little room, and I was steaming. I would never have stayed there if we had been told of this ahead of time. I still do not know why we didn't have our large suite. When we checked out, a different staff member told us that she did not understand why this had happened. I am unhappy with this.