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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. 521 out of 1001 reviews" "
Rating 8 - Good. 268 out of 1001 reviews" "
Rating 6 - Okay. 93 out of 1001 reviews" "
Rating 4 - Poor. 61 out of 1001 reviews" "
Rating 2 - Terrible. 58 out of 1001 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.4/10

Amenities

8.6/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

10/10 Excellent

Calvin

Liked: Cleanliness, staff & service, property conditions & facilities
Location to restaurants and other retail facilities. They were under some reconstruction in aome areas of the hotel.
Stayed 5 nights in May 2024

10/10 Excellent

Michele

Liked: Cleanliness, staff & service, property conditions & facilities
The staff was great.
Stayed 2 nights in May 2024

10/10 Excellent

Lindsay

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Wonderful place. Highly recommend. Close to downtown!
Stayed 2 nights in May 2024
Response from Jeff on 17 May 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

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from Jeff on 17 May 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

Leslie

Travelled with family
Disliked: Amenities, property conditions & facilities
The hotel was under construction. The pool and spa were closed My room was on the 6th floor, with construction going on the 7th floor. I even called one day prior to my arrival and asked about the services which nothing was stated regarding the issues I have mentioned. Very disappointing
Stayed 2 nights in May 2024
Response from Jeff on 17 May 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

Stephen, Charlton

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Under construction. Only one elevator No pool. No hot tub
Stayed 1 night in May 2024
Response from Jeff on 9 May 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.

6/10 Okay

Raghad, Lorton

Travelled with partner
Liked: Staff & service, amenities
Disliked: Cleanliness
The Hotel is in a convenient location. They’re going under renovation and working on everything in the hotel. Staff is very friendly and helpful. Swimming pool also under renovation, so we couldn’t use it. Overall, I think when work is done , it’s worthy .
Stayed 3 nights in May 2024
Response from Jeff on 9 May 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

Shane

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Breakfast was good. Swimming pool and hot tub were very clean.
Stayed 1 night in Apr 2024
Response from Jeff on 3 May 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

Jason

Travelled with group
Disliked: Staff & service, amenities, property conditions & facilities
The property is undergoing renovations but that wasn’t the issue. Check in after we arrived at almost 4 and our room wasn’t ready. Reception was on personal calls. Our room smelled musty and the ceiling in the bathroom was peeling. It was just not a good experience.
Stayed 1 night in Apr 2024
Response from Jeff on 3 May 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.

8/10 Good

Ira

Stayed 1 night in Apr 2024
Response from Jeff on 17 May 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

Mary

Travelled with partner, Travelled with group
Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
To be fair it was under construction but the premises were not good and we didn’t have enough toilet paper
Stayed 1 night in Apr 2024
Response from Jeff on 3 May 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

Susana

Disliked: Cleanliness, property conditions & facilities
Stayed 2 nights in Apr 2024
Response from Jeff on 3 May 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

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 4 Apr 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 traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very comfortable stay.
Stayed 1 night in Mar 2024
Response from Jeff on 4 Apr 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 4 Apr 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 27 Mar 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 19 Mar 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 15 Apr 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 21 Feb 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

sherry

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
The clerk at the counter was great she had excellent customer service even helped us decide on what to eat
Stayed 1 night in Feb 2024
Response from Jeff on 13 Feb 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

Jodi

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Big rooms
Lots space in the rooms, staff was very friendly. Restaurant and mini store at the hotel are very convenient
Stayed 2 nights in Feb 2024
Response from Jeff on 13 Feb 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

Michael

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Jeff on 13 Feb 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

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Nice hotel. Good location.
Stayed 1 night in Feb 2024
Response from Jeff on 12 Feb 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 traveller
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 6 Feb 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 6 Feb 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

ASHLEY

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Jeff on 6 Feb 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

Ray

Business traveller
Stayed 2 nights in Jan 2024
Response from Jeff on 6 Feb 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 24 Jan 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

Travelled 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 24 Jan 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

James

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from Jeff on 24 Jan 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

Travelled with family, Travelled with family and small children, Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Jeff on 24 Jan 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 6 Feb 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

Travelled 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 24 Jan 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 24 Jan 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 24 Jan 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

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was fine!!!
Stayed 1 night in Dec 2023
Response from Jeff on 24 Jan 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 6 Feb 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 24 Jan 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 traveller

Travelled 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 24 Jan 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

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Jeff on 24 Jan 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

Travelled 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 24 Jan 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 24 Jan 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

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Jeff on 24 Jan 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 traveller
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 24 Jan 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 24 Jan 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 24 Jan 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 traveller

Travelled 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 7 Dec 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 traveller
Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Dec 2023
Response from India on 7 Dec 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 7 Dec 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

Travelled 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 18 Nov 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.