Aloft by Marriott Jacksonville Airport

Nasty, Old, ragged and rundown. My family and I had to stay here because our AC at our home went out. We were hoping for something good given the price point. Boy were we wrong. First of all, you have to pay to park on top of the hotel fee. Insanity. The rooms are gross. I had to ask for another room & that room was only slightly less gross. The woman working the front desk is the only reason that I haven’t lost it. She was kind & accommodating. When this place gets shuttered, I hope she has a nice place to go. Her friendliness really helped de-escalate the frustrations that I was feeling when I realized that I have to sleep in this disgusting room. I almost considered going back to my home that’s currently 90° to avoid sleeping in these nasty rooms.

We (2 car loads of family and 3 dogs) stayed here for a night because one of the cars had a tire issue where part of the tread came off and wound around the axle. It was walking distance from the Goodyear tire place that was fixing the tire issue. This hotel accepts pets which was perfect for us. The rooms had 2 beds and a large screen tv mounted on the wall in front of the beds. The room felt roomy even for 4 people and a dog. The bathroom had a sliding door. The walk in shower was different for me because the whole bathroom was a wet room. It had a water drain in the shower and another near the toilet. The phone did not appear to work. I had to go downstairs to request a few more towels for our large group. The beds were too soft for me. It felt like a cloud and I woke up a little sore all over my body. I prefer a firm mattress. There was a bar and snack shop in the lobby, gym and outdoor pool. Ice is available in the snack shop for free. The ice comes in a small see through plastic sack. There is ample parking. This hotel charges $10 a night for parking even though there are many businesses nearby with free parking. I figure they charge visitors that come here and park their cars and take the hotel bus shuttle to the airport.

We stayed at this hotel about seven years ago, and unfortunately it has gone downhill significantly since then. The customer service was disappointing from the moment we arrived. The staff we interacted with came across as unprofessional, and several had unfriendly, dismissive attitudes. The biggest issue was the hot water. We were moved to four different rooms just to find one with warm water, wasting a large part of our vacation trying to get a basic amenity that should have been available from the start. The condition of the hotel was equally disappointing. Multiple rooms had large cracks in the mirrors, sticky and dirty carpets, lifted flooring with visible water damage in the bathroom area, hair left in the shower, and stains on what were supposed to be clean sheets. The hallways smelled strongly of sewage, and the pool area was poorly maintained, with dead leaves everywhere and dead plants sitting in pots. This may be a place to stay if you simply need somewhere to sleep for a night, but I would not recommend it for families, especially those with young children who may be walking barefoot around the room. To make matters worse, after everything we experienced, we were still charged for alleged pen markings on the bed sheets, walls, and tables. It’s frustrating to be billed for something like that while guests are being placed in rooms with obvious maintenance issues, such as large cracks in the mirrors and ongoing hot water problems. Please save your time and money and stay elsewhere. We ended up at the Tru by Hilton about five minutes away, and they were incredibly accommodating after our experience here. They even mentioned that they frequently have guests come to them after leaving this hotel due to similar complaints.

Dear Aloft Jacksonville Management, I am writing to formally express my deep concern and disappointment regarding the treatment I received at your property today at approximately 12:30 PM, from the Asst. General Manager, Candice Sanchez. I returned to the hotel to ask about my vehicle, which had been towed from your parking lot after it became inoperable. Instead of receiving assistance or even a basic explanation, I experienced hostility and dismissal. At no point did the manager ask me to leave the premises or indicate that I was violating any policy. Despite this, the manager refused to come out and speak with me directly and chose to call the police without any prior warning or attempt to resolve the matter professionally. The manager’s behavior was extremely rude, unprofessional, and unnecessarily escalatory. As a Black woman in America, having the police called on me simply for calmly asking about my own car was not only unnecessary but deeply distressing. The escalation felt targeted and left me feeling unsafe, humiliated, and unwelcome. It was only after the police arrived that I was told never to return to the establishment, yet no written documentation or justification was provided. This experience was frightening and far below the standard of professionalism and respect any person should expect. I am requesting a full explanation of why I was denied the opportunity to speak with management, why I was not asked to leave before law enforcement was involved, and why the situation was escalated instead of handled with basic courtesy. I hope your team will take this matter seriously and respond promptly. No person should ever be treated in this manner.