Holiday Inn Express Jacksonville Beach an IHG Hotel

This hotel is very nice, especially for the price. I usually pay more but this trip my usual hotel was unavailable. Nevertheless, the hotel was clean, comfortable and well appointed. The staff went out of their way to help me with an issue I had when I needed to cancel an extra room I wasn't going to use. The breakfast was surprisingly good, with lots of hot and cold choices. I would absolutely recommend this hotel.

Clean. Convenient to beach and Mayo Clinic which is why I was in town. Red light at entrance so never hard to get in or out. Quiet. Great stay overall. Didn’t use pool as it was chilly. Breakfast was good. Would have liked to have some bananas with the fresh fruit but everything else was great!

Most hotels hold funds for incidentals ($50).This hotel authorized my card for $213.44 when I checked in , this included room tax and incidentals. They then proceeded to charge me $163.44 after they already had a hold for $213.44. Im under the impression that the hotel was payed because the funds were removed from my available balance. I also thought that it was pending because they would refund me $50 (incidentals) 5-7 buisness days nevertheless the money was already deducted out of my balance from this hotel. After hours of back and fourth with IHG, Navy Federal and the hotel manager I learned that they placed a 5-7 buisness day hold on the cost for my entire stay (room+ tax+incidentals = $213.44). Normally the AUTHORIZATION (PENDING CHARGE OR HOLD WHERE FUNDS ARE REMOVED FROM CUSTOMER) would be for INCIDENTALS ($50) only. When I checked out the system automatically charged my card for $163.44 (cost of my stay) but It was declined. I specifically made funds available on this card only for my hotel as I was traveling for school and my bank account stated they already had the funds. The hotel proceeded to harass me as though I did something wrong when they're the ones that authorized my card for more than it should've been. So when they charged it the funds wasnt available and I would have to wait 5-7 buisness days for the full amount of my stay to be returned into my account. Now the manager said she'll give me until friday before she takes legal action against me and that should be enough time for the bank to process the funds back into my account. The lady is very rude and nasty and dont know how to treat customers. She was very derogatory in her speach as though they didn't make the mistake and keep stating that "she wasnt the front desk agent that did it" and told my bank "I dont know what kind of activity this lady does by turning off and on her credit card when we're trying to charge it". My bank was on the line to state that the funds were already pending in my account but the hotel keep insisting they didnt have any pending transactions. Of course there wasnt any pending transactions in their system because it was an authorization so upon check out it was released. I would have to wait until it gets back to me in a few buisness days. The manager then belittled me by saying that " if the money is released from us during check out it has to go into space and process in a million pieces which takes time to get back to you but that doesnt change the fact that you have an outstanding balance". Working in the hotel industry her response should've been " ma'am im sorry that one of my agents made the mistake of authorizing your card for the full amount of your stay plus tax and incidentals and this may have inconvenienced you for 3-5 buisness days." The manager insisted that it is in their policy that they can put a security deposit for however much they feel like. Do not trust this hotel. The service sucks the glass shower has streaks from the water and mildew accumulated on it ( i had to switch rooms abd both showers were the same) the first room smelled like pee! Dont waste your time here! Brandon is the nicest person there the other ladies dont care. I had to call multiple times for towels because the lady forgot. The last few things I mentioned were minor to me but after spending a day of dealing with this days after my stay ended I just thought I should warn folks. The property and location is nice but the people behind the place are the weakest links.

What a wonderful hotel, the staff are all awesome, April the manager is always available if there are any issues. Location is awesome, 1 mile from the beach, all amenities that you would need are nearby, RPs on the next block reminds me of Cheers, everyone friendly and the food on all six times I’ve eaten there has been awesome. Rooms are spotless and I will definitely be back.

Beware of this property tactics; I was charged for a room after the date of the reservation was made. Reservations made on the 4th June, populated for June 3rd. Hotel would not work with me to change the reservations to the 4th date. Instead they wanted me to pay for an additional date of the 4th. They made me a no show for a date that had already passed. Be careful. NOT customer friendly.