Marble Waters Hotel and Suites, Trademark by Wyndham

AVOID THIS ESTABLISHMENT AT ALL COSTS!!!!! Main building AC has been out for over 4 months!!! It's hotter than hell in the lobby, the elevators were like a sauna, and the hallways felt like a steam room. Stayed for 4 nights and I didn't see anyone vacuum, sweep, or mop our entire stay. A hair tie laid in the floor by the elevators for 2 days before someone finally picked it up. Hot tub doesn't work. Pool is filthy. A panel was falling off the bath tub in our room. The shower curtain rod looked like it was about to fall off the wall. Alcoholic beverages were left in the refrigerator from previous guests. Big red stain on the ceiling. Cockroaches in the rooms. Although the AC in the rooms works to cool the rooms, the unit leaked water on the floor all the way across the room during the night and soaked some of our clothes. No breakfast because the restaurant isn't open because the AC doesn't work. Only one of the staff was rude. I'm honestly surprised they can get anyone to work there. Don't show up after midnight. You will be denied entry since there is nobody there to check you in after that time even if you have a reservation. If I hadn't paid for my reservation up front online I would have walked out and found another place to stay. Could be a nice place but they're either out of money or they just don't care. I'm pretty sure they don't have the exhaust on their portable AC units in the lobby hooked up properly. Even without AC it's rare that a building that big would be hotter than it is outside. I can't believe they are still in business.

One of the Worst Hotel Experiences I Have Ever Had My husband and I booked Marble Waters Hotel while traveling to Jacksonville for an important medical appointment at Mayo Clinic. What should have been a comfortable and convenient stay became an extremely stressful and disappointing experience. The hotel advertises amenities that strongly influenced our decision to book, including an on-site restaurant. After arriving, we learned that the restaurant was not operating and, according to the person at the front desk, had apparently been closed since COVID. That was several years ago. Continuing to advertise an on-site restaurant when it has not been available for years is highly misleading and should be corrected immediately. The common areas of the hotel were extremely hot and uncomfortable because there was no functioning air conditioning throughout the property. We were told that the individual rooms had air conditioning, but that did not excuse the oppressive heat in the lobby and other shared areas. This was Jacksonville, Florida, in July. Guests should not have to enter a hotel and immediately feel as though the building itself is not being properly maintained. There was also no coffee available, despite this being a basic amenity most travelers reasonably expect. More concerning, there was no one stationed at the front desk when we needed assistance. We waited without receiving any greeting, explanation, apology, or acknowledgment. When an employee finally appeared, she stood behind the desk dispensing hand sanitizer and looking at us as though our concerns were an inconvenience. There was no warm welcome, no apology for the conditions, and no meaningful attempt to help. When we raised concerns about the heat, the unavailable restaurant, and the overall condition of the property, the response was dismissive rather than professional. Because the hotel was not as represented, we requested to cancel the reservation. Instead of resolving the matter, we were sent back and forth between the hotel and the third-party booking company. My husband spent a considerable amount of time on the phone trying to get help. The booking company contacted the hotel, but the hotel refused to approve the cancellation. We ultimately had to find another hotel while preparing for a Mayo Clinic appointment. Rather than resting before an important medical visit, we were forced to deal with misleading advertising, poor customer service, uncomfortable conditions, and a dispute over charges for a stay we did not feel comfortable completing. The most disappointing part was the complete lack of concern. A sincere apology, honest communication, or a reasonable effort to resolve the situation would have made a major difference. Instead, we felt dismissed and left to handle the consequences ourselves. Travelers should verify every advertised amenity before booking this property. Management should immediately update its listings to reflect that the restaurant is closed and address the lack of air conditioning in the common areas, front-desk coverage, and customer-service standards. I would welcome direct contact from management with a meaningful explanation and a fair resolution. Based on our experience, however, I cannot recommend Marble Waters Hotel.

I’ve seen a lot of negative reviews for this place and I’m starting to think that maybe a lot of these people are causing problems for themselves. I’ll start off by saying all the concerns for an incidental fee being held BEFORE there’s any damages is pretty standard at most hotels in Jacksonville if you choose to stay here. As it’s just a hold and as soon as your stay is over you get that money back. So no complaints there. It seems like all these negative reviews have put off a lot of guests, due to that, we had the whole building to ourselves for the first night and the duration of our stay was quiet and peaceful. It’s a cheap hotel and a cheap incidental fee. You get what you pay for, there’s no breakfast included. But there’s a shopping center with grocery stores and restaurants right across the street. Which is perfect & a 7-11 to provide any necessities for cheap such as paper plates, napkins etc. All the negative reviews regarding staff, I didn’t have a single issue with staff once, I consistently asked for services and was accommodated to the best of ability at all times. I’m a young in her 20s female and I stayed with my 20 year old boyfriend. It was perfectly fine, cheap, and reasonable. Plenty of towels, no issues with hot water, stains, maid service coming into my room without knocking. As stated. Now if you’re looking for a luxury hotel, with good Wi-Fi, a place to work, a place TO SPEND MORE THAN A FEW NIGHTS AT. Then this is not the place for you. But if you need a quick, quiet, easy stay. This is perfectly reasonable.

Arriving to check in. The front desk agent, who would not share her name, was in a bad mood or something and was instantly nasty to me when I asked what the machines connected to the ceiling were, even with my Military combat veteran hat on she answered rudely and put on a nasty facial expression. She explained little about the hotel and had no name tag. The hotel itself seems empty for now except for me and the elderly woman at the front desk. There is no a/c in the lobby area or anywhere else except in one's guest room. They do have propeller type fans blowing air in the lobby and some hallways though. There is a public safety security company vehicle in the parking lot but no one in or around it. So far the hotel seems to possibly be still under remodel and repairs. The pool area needs more cleaning in the water, along some walls, and outside as well. Many ants swarm quickly up one's legs in the pool area as well. The restaurant and business center seem closed and/or unready. Fitness center could possibly be open and ready. The elevator creaks and bucks a little sometimes. Ultimately it can be a great hotel once some things get worked on, good luck and hope it all goes well. 👋