Residence Inn by Marriott Jacksonville Butler Boulevard

Terrible experience for my family. When we checked in late Monday night with three children, we discovered bed bug fecal matter under a pillow in the bedroom. We left for a different hotel the next morning. I am currently fighting with Hotels.com for a refund, Marriott said they can’t give me a refund because I didn’t book my stay through them. Terrible customer service with Hotels.com so far. Pros of this hotel: pool and spa were a lot of fun for the my kids, pretty courtyard, central location, nice breakfast, relatively cheap price. Cons of this hotel: bed bugs, buildings smell, some rooms are worn down, too close to the highway (loud at night), very loud HVAC system. Don’t book this hotel, not worth it. No offense to the staff, they are trying their best I think.

Good hot breakfast 😋

Unfortunately, we had a bad experience. Both fire detection systems in our room were faulty - one bedroom unit just crackled all night and the other bedroom unit crackled and the light flashed. Kept our family up. Less critical but still important, the TV in one bedroom didn't turn on. I told the front desk about this, and they said they knew about the problem and that someone was coming to fix the fire detection later this week. This means they knew about it, and sold us the room anyway? The desk told us they couldn't refund us, but would compensate us with Marriott points- I still haven’t seen those... Disappointing stay!

The pool area has wasps flying all over and hot tub is green Hotels.com has a picture of the room under studio as having a door between the bedroom and living room but our room didn’t. When I questioned at desk they said that was 1 bedroom suite only. Your site needs to change their pictures

Great place extremely helpful. Will stay here again