Hampton Inn Jacksonville East Regency Square

Customer service was very poor (aside from the sweet lady that worked the breakfast room). Front desk took several times to answer the phone. The hotel room phone didn’t work. The body wash was out, and we requested more. Front desk said sure, and they never came. They also failed to monitor floors when complaints were made about groups loitering and playing in hallways at 11:00pm - 2:00am. Front desk was called, they said they would come up, nobody came up. Aside from the location and the nice waffle maker at breakfast, customer service was abysmal and management was poor.

The room is showing age, mildew on the bathroom and bedroom ceiling. The floors were not very clean; however, the linen, and towels were clean. For one night it was fine; however, I won’t return.

The highlight of our trip to Jacksonville was the hotel where we stayed. The hotel staff—always smiling, helpful, and exemplifying true hospitality—along with the cleanliness of the hotel and the quality of the delicious, varied breakfast, left a lasting impression on us.

Front desk clerk was so pleasant and kind. I had a late arrival and the young lady on the morning shift let me know I no worries, a note will be placed in the system and told me to have safe travels. Kitchen staff were sweet and very helpful. Housekeeping and front desk were very sweet. 10/10

It took me almost 30 minutes to get into my room due to defected keys and improperly working door lock. First maintenance guy couldn't help, 2nd one was fantastic. Front Desk clerk did not even apologize after my 3rd request for a new key. Front door locked at 8pm, I like that but the lock should work and it didn't. Having to wait 5 minutes to be let in at 815pm is not acceptable service.

We checked in Friday afternoon. Put our luggage in the room and went to meet family members for dinner. When we got back to the room, we checked out the room and found a couple issues that we did not like. The smoke alarm kept beeping and the floor outside of the bathroom was very slippery, from some unknown substance. A few minutes later, my wife got ready for bed. As she sat on the bed, she felt something bite her on the back of her leg. When she got up, there were bed bugs where she was sitting. I informed the front desk staff and requested a room change. The staff advised me that they were completely booked out for the weekend. We checked out right away and requested a refund.

The hotel and room were nice. The breakfast had several options. The pool was out of service. Our room for the entire stay had no hot water.

Overall, the property was pretty nice. Breakfast was good, much as you would expect at any Hampton Inn. Most of the staff were very kind, courteous, and helpful. One was a bit aloof. My biggest disappointment was that the pool was broken, so I didn't get to use it for my entire trip. They claimed it had just broken recently, but the pool was quite green and looked like it had been down for weeks.