We use to stay here all the time years ago and loved this place so when traveling decided to revisit. What a mistake! Since the 14 years it has been since we stayed there, I do not think they have done many updates at all. the lobby still looks decent, but the rooms are old and dirty. Lots of mold, mildew and dust. The breakfast was terrible, everything was cold. the only reason we gave this place 2 stars was because of the staff, they were friendly and helpful.

First the Good:
The staff was excellent. Everyone was pleasant and accommodating. The hotel was clean in the sense of day-to-day cleaning.

The Mediocre:
The breakfast was not bad, not excellent, just middle of the road for an ES. The evening reception was not as good. Besides the drinks, just pretzels or tortilla chips and dip and/or salsa.

The Bad:
The rooms, including the furniture, are very tired and need to be renewed. I saw two rooms and both had the smell of 'old carpet' no amount of cleaning can get that out. The furniture and carpet had very old stains. The cushioning/stuffing on the furniture is shot- I could feel the wooden frame by just softly pressing on the upholstery. The wooden chairs at the table wobbled so much I expected to crash to the floor. The color scheme- coral and dark green- went out of style 10 years ago.
The pool area was very nice and clean but the chemicals were too strong- the following morning our eyes were still bloodshot. This might have been an anomaly and hopefully it's no like that all the time.
I have been a loyal Hilton Diamond member for over 10 years, but unfortunately I have to say there are better options in the Jacksonville area than this hotel, although a good remodeling might change my mind.

I spent 8 nights at this hotel. It is your typical Embassy Suites: floor to ceiling atrium with indoor walkways around the perimeter. Check in was a breeze. The hotel staff is friendly and helpful. Housekeeping is usually there early to clean your room and bring fresh towels, so you need to hang your "Do Not Disturb" if you want to sleep in. The Omaha Steak House restaurant in the hotel is also quite good, but pricey by most people's standards. (All high end steak houses are pricey, though.) Breakfast is your typical fare: coffee, juice, cereal, muffins, yogurt, eggs, pancakes, sausage and grits. The chef will make you a fresh omelette. I used the on-site laundry facility. All of the equipment was in working order and the laundry room and machines were clean This property is beginning to show its age, but it is still very well maintained. I would definitely book this property again.

As a HHonors Diamond member who makes frequent trips to Jacksonville, I usually enjoy staying at this location, but it has gone downhill over the last few months.

My biggest concern is the cleanliness, and on the overall conditions of the rooms. On my most recent stay, I was assigned suite 436 which is a larger suite in the "executive" tower. For starters, I put my key in, got a green light and pushed and my door wouldn't open. I tried 2 - 3 more times and finally after basically throwing my shoulder into the door after the green light, the door opened.

As soon as I got the door opened, I heard loud music coming from the bedroom. I started yelling "Hello!?" because I thought I had been given someone else's room. Turns out someone (cleaning staff?) had left the radio on all day after "cleaning" my room. As I turned the clock radio off, I immediately saw a huge sticky spilled coffee spot all over the night stand. Are you kidding me? I guess cleaning a room for the next guess means you don't bother wiping down the tables that have fresh spills on them? That's disgusting. The next thing I noticed that the bed was haphazardly made with the mattress pushed way over and hanging a good 10-12" off one side of the bed. How hard is it to make a bed look presentable?

From there I went in the bathroom and turned the light on. First thing I noticed is the sink wasn't turned all the way off, I grabbed the handle to turn it off and it was very loose, AND there was a huge long hair in the sink, obviously not mine. I checked the toilet next and there was a hair ON the toilet seat. Seriously.. the last thing you want to see on check-in is someone else's hair in your tub, sink or toilet. The tub actually looked really clean, no complaints there, so why not pay as much attention to detail with the toilet and sink?

One more thing to note - the AC vent in the bathroom that is parallel to the long sink.. I'm very tall and can see into the vent.. There are gobs and gobs of dust balls just inside the vent. This is a health hazard that needs to be dealt with.

Let's see what else.. Oh.. Only one TV remote worked.. And the one that did work wasn't set up right and the sleep timer option wasn't there. Nevermind that the picture quality is absolutely horrible at this location. Why is it that some HHonors properties have nice new flat screen TV's with a nice digital picture, while locations like this have newer TV's with terrible pictures?

Should I also mention that Non-Smoking rooms at this place have a distinct odor of stale smoke? Not sure if there are smoking rooms nearby, but a non-smoking room means I shouldn't have to smell smoke AT ALL.

As the last person said, this property is ready for an overhaul, and more importantly, someone needs to teach the staff the meaning of the word, "CLEAN".

One more thing.. I ordered room service from Omaha Steakhouse downstairs.. now previously, I have had great meals at this place.. But this was a first for me ordering room service.. So what do you get with your room service? You get an 18% gratuity AND a $2.75 "delivery fee". let me get this straight.. I have to pay over 20% tip and delivery for someone to carry a tray up to my room from downstairs? Shouldn't I decide how much to tip room service? Nevermind that the food tasted horrible once I got it. (Caesar Salad had a fish smell to it like they had used the same utensil preparing salmon or something as they did preparing the salad)

Ok, I'm done... Hopefully reviews like mine (all true!) hit home and this place does something to improve. I have already booked my next couple stays in Jacksonville for other HHonors properties because I'd rather not deal with this place again until things improve.