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Reviews of Southbank Hotel by Marriott Jacksonville Riverwalk

3.5 out of 5
Southbank Hotel by Marriott Jacksonville Riverwalk
1515 Prudential Dr, Jacksonville, FL

Reviews

8.2

Very good

Rating 10 - Excellent. 530 out of 1012 reviews" "
Rating 8 - Good. 215 out of 1012 reviews" "
Rating 6 - Okay. 112 out of 1012 reviews" "
Rating 4 - Poor. 81 out of 1012 reviews" "
Rating 2 - Terrible. 74 out of 1012 reviews" "

8.4/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Angela

Travelled with family
Liked: Amenities
Nice place. Valet staff friendly and helpful
Stayed 1 night in May 2024

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities
Nice location on the riverwalk
Stayed 1 night in May 2024

2/10 Terrible

Karen

Travelled with family
Liked: Cleanliness, property conditions & facilities
Difficult finding the property
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for your feedback, i will share your message with the operations leadership team.

6/10 Okay

William

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Loved the look and cleanliness of property , check in was smooth and pleasant. That was all good. Dinner at the bar was below average. Very weak put together club sandwich, plus it must’ve taken at least 20 minutes or so just to get it. Bar staff was pleasant but very slow to attentiveness. The room super clean , however the air conditioner was super load and made it very difficult to sleep. When I left in morning, I asked the gentleman sharing the elevator if his A/C was loud. He said it was. Other than that everything was clean.
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for your feedback, I will share your message with our food and beverage and maintenance team to improve our operations. Once again thank you for your feedback and choosing to stay with us!

10/10 Excellent

Stephanie

Liked: Cleanliness, staff & service, property conditions & facilities
Great !!!!
Response from DJ on 23 May 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Jenny

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room entrance was small
Stayed 2 nights in May 2024

2/10 Terrible

Greg, Memphis

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Very dirty all around.
Stayed 2 nights in May 2024
Response from DJ on 23 May 2024
Thank you, for your feedback i will share your message with our housekeeping leadership team to improve our hotel cleanliness'. Once again thank you for your feedback and choosing to stay with us!

10/10 Excellent

Quadarrel

Business traveller, Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
The property was better than i thought. The inside was nice. My wife and I were in Jacksonville for a state exam and we were in walking distance to testing place and Riverwalk. The stsff was very helpful, i was able to become a memeber and get an upgraded room. Somethings could have been cleaner and we had a door that didn't lock to our balcony. I was ok with it since it wiuld have taken a super hero to get to us. I would definitely stay in the hotel again!
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for your feedback, we love to hear that you will be returning at some point. I will share your message with the maintenance and housekeeping department to ensure we take the necessary steps to improve in the areas listed. Once again, thank you for staying with us!

8/10 Good

Christopher

Travelled with group
Liked: Cleanliness, staff & service, amenities
We were only there for one night, but I didn’t have time to let the staff know there was either a leak coming out of the wall. I believe our room was 262 or 242. I can’t remember exactly but the carpet was very wet behind the wall, where I took a shower, I’m not sure if this just wasn’t noticed before or if it just hasn’t been fixed, the room was OK however I do think it needs a fresh coat of paint on some parts of the walls. There were fingerprints here and there and just lots of scuff marks all over the place.
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for your feedback, i have shared your message with our maintenance team to ensure the listed issues get resolved. Thank you for staying with us !

10/10 Excellent

Christin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The kitchen staff was the best. We came back late at night and although it was just about to close, they made a wonderful quesadilla. Would definitely recommend this hotel.
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Teri

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms were clean and walking distance to restaurants' was easy
Stayed 1 night in May 2024
Response from DJ on 23 May 2024
Thank you for you feedback, we hope to welcome you again soon!

10/10 Excellent

Gwendolyn

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent Choice
Stayed 1 night in May 2024
Response from DJ on 18 May 2024
Thank you for your feedback, we hope to welcome you again soon!

6/10 Okay

John

Business traveller
Room was very noisy
Stayed 1 night in May 2024
Response from DJ on 18 May 2024
Thank you for your feedback, your feedback will be shared with our operations team.

8/10 Good

Karen

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the convenience to my son’s apartment. It’s time for the hotel to replace the carpet and it would be five stars!
Stayed 2 nights in Apr 2024
Response from DJ on 18 May 2024
Thank you for your feedback, i am happy to share we will start renovating our property may 2024 and carpet replacement is in the works. We hope to welcome you again soon!

8/10 Good

Regina

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Bathroom needed some TLC. Had a glass shower at some point that was removed and a shower curtain was used instead. Bathroom really needs a fan to help with the moisture.
Stayed 2 nights in May 2024
Response from DJ on 18 May 2024
Thank you for your feedback, i am happy to share that we will be renovating our property May 2024!

10/10 Excellent

Wendy

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great stay!
Stayed 2 nights in May 2024
Response from DJ on 14 May 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Patricia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean and very friendly
Stayed 1 night in May 2024
Response from DJ on 14 May 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Sheila

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from DJ on 14 May 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Mary

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location but very hard to find and check in, had to wait in a carline to get a pass to park before I could even check in. Bed was comfy, but did find some left over blueberries in the mini fridge. It was a super convention location for attending a concert at Everbank, we were able to take the Water Taxi. For that reason alone, I would stay there again to attend another concert.
Stayed 1 night in May 2024
Response from DJ on 14 May 2024
Thank you for your feedback, i have shared your message with our housekeeping leadership team.

10/10 Excellent

Autumn

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Went for a concert at the Everbank Stadium. The boat ferry picked us up at the hotel and we didn’t have to deal with the traffic.
Stayed 1 night in May 2024
Response from DJ on 12 May 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Kathryn

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from DJ on 12 May 2024
Thank you for your feedback, if you could provide more details to help us improve on our short comings we would greatly appreciate it.

10/10 Excellent

Rene

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Proximity to water taxi to get to stadium. Friendly front desk staff.
Stayed 1 night in May 2024
Response from DJ on 12 May 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Becky

Travelled with family, Business traveller
Liked: Cleanliness, staff & service
The lobby area was lovely,the room however was subpar. One of the beds was not on the bedframe.properly there was a very visible gap and i had to watch when i walked past it so as not to injure myself .The bathroom was not very clean and the carpet in the room itself appears to have not been vacuumed. There was a toothpick the kind with floss left on the floor by the corner of one bed.
Stayed 1 night in May 2024
Response from DJ on 18 May 2024
Thank you for your feedback, i have shared your message with the housekeeping leadership team. Also, i am happy to share we will be renovating our property in May 2024!

10/10 Excellent

Yalinda

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great Hotel. Staff Was Awesome. Love The Bartender, Forgot His Name. . Was A Middle Age African American Man. ❤️❤️ Will Book Again!!
Stayed 1 night in May 2024
Response from dj on 11 May 2024
Thank you for your feedback, we hope to welcome you again soon!

2/10 Terrible

Victoria

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
I didn’t get a room until 6oclock bc they didn’t have the rooms ready.
Stayed 1 night in May 2024
Response from DJ on 6 May 2024
Thank you for your feedback, we recognize the inconvenience we caused and offer our sincere apology. With your feedback it will ensure we focus on improving our short comings with rooms being delayed.

8/10 Good

Robert, Sanford

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel was nice. Restaurant want terrible
Stayed 2 nights in May 2024
Response from DJ on 6 May 2024
Thank you for your feedback, i will share your message with the food and beverage team to ensure we make improvements.

10/10 Excellent

Jeffrey

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The convenience of the distance to the River Taxi was excellent.
Stayed 1 night in May 2024
Response from DJ on 6 May 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

william

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in May 2024
Response from dj on 6 May 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Heather

Travelled with family and small children
Disliked: Cleanliness, staff & service
The front desk with check in was very unorganized and there were lengthy delays in getting people into rooms. They needed to staff a busy Saturday better, however I understand that things do happen and people could have called off. Even with that being said, they could have at least organized the lines better. The area around the property is unfortunately very trashy. Empty, dirty building with trash and graffiti covering the windows of the buildings. (This area of buildings might not belong to the hotel. But the hotels landscaping is just dirt with trash in the few bushes they do have)
Stayed 1 night in May 2024
Response from DJ on 6 May 2024
Thank you for your Feedback, we do recognize the inconvenience we caused with the delay of room being cleaned on time. In addition i will share your feedback with each department leadership to help us overcome our shortcomings. Once again thank you for feedback!

10/10 Excellent

Elizabeth

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in May 2024
Response from DJ on 6 May 2024
Thank you for your feedback, we hope to welcome you again soon!

6/10 Okay

Miriam

Travelled with group
Liked: Staff & service, property conditions & facilities
Disliked: Amenities
1) It sucked that the shower had no hot water. 2) Very inconvenient that the phone was broken. 3) The bar is located in the lobby which made it very loud and was disturbing me all the way into my room. Make sure you request a ROOM NOT FACING THE LOBBY.
Stayed 1 night in Apr 2024
Response from DJ on 3 May 2024
Thank you for your feedback, i will share your message with the maintenance department. Thank you for choosing to stay with us!

10/10 Excellent

Deneen

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, beautiful setting on riverfront.
Stayed 2 nights in Apr 2024
Response from DJ on 3 May 2024
Thank you for your feedback, we hope to welome you again soon!

10/10 Excellent

Lisa

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 3 May 2024
Thank you for your 5star rating, we hope to welcome you again soon!

8/10 Good

Linda

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 3 May 2024
Thank you for your feedback, if you could provide more information on our shortcomings to help us improve we would greatly appreciate it.

10/10 Excellent

Brian

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very friendly and accommodating
Stayed 2 nights in Feb 2024
Response from DJ on 1 May 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Samelia

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Celebrated my man 44th bday. We had the junior suite with river view and it was awesome! But….I didn’t like that the internet on our tv’s didn’t work. We couldn’t connect our apps or play our music. Staff ain’t care they just said rooms in the building need work done on the internet. No comp was given, no money taken off total we paid nothing…The bathroom walls near shower needs updating as well. Parking was $16/day but we were able to park our rental on the street. Housekeeping was awesome they changed our bedding and restocked our coffee daily. The area was quiet and beautiful. Will definitely stay again in the Junior Suite for sure!
Stayed 3 nights in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for you feedback, i will address this with our maintenance and front office team. Again, thank you for your feedback and choosing our property!

2/10 Terrible

Sulura

Travelled with family
This property is totally unbecoming a "Merriott" property. The mattresses were six inches at best and was hard as a brick. The beds felt like laying on concrete. Although we requested that our room be serviced, they totally ignored our request and didn't even replace the towels. We had to request clean towels. The front desk staff member was totally unconcerned and did not care that our room was not serviced. I will never stay at this site again.
Stayed 2 nights in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, i apologize for your overall experience. Your message will be shared with the housekeeping and front office leadership team.

6/10 Okay

Taylor

Travelled with family
Disliked: Staff & service, amenities
On the first day at the hotel we wanted dinner and the bar tender was rude.It was getting close to the end of the kitchens shift and demanded we place our order immediately. He said they will not cook food after 10 I’m sorry. When we got to our room to sleep we had hair in our bed so we had to call the front desk to have them bring us new sheets. Our room floor was dirty like it hadn’t been swept. On our second day their breakfast took forever as the restaurant in the hotel is short staffed. Tables weren’t being bused, customers weren’t being waited on when they sat down therefore they walked out. My Mom ordered pancakes and they came out under cooked. We waited 2 hours for them to bring her new pancakes. Our beds were tiny. We booked 2 Queen beds however our beds felt like Full size.
Stayed 3 nights in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, I will share your message with the food and beverage and housekeeping leadership team. Again, thank you for staying with us!

8/10 Good

jeff

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
I was pleasantly surprised by the quality of the hotel updates, my room updates and the cleanliness. Everything worked as should, the renovation work wasn't sloppy like some other hotel Reno's. The bed and pillows were very comfortable. I would happily stay here again.
Stayed 1 night in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Walter

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy to find hotel, on a convenient locations, interior of hotel seems recently renovated, spacious bedrooms
Stayed 1 night in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Clifford

Travelled with family
We stayed one night. Had to park on the street and was charged $32 for two nights of parking as well as another charge just over $2 for something when we made no purchases.
Stayed 1 night in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, parking is 16 per night plus taxes.

8/10 Good

Timothy

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
Nice bar and lounge area.
Stayed 2 nights in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Dash

Liked: Cleanliness, staff & service, property conditions & facilities
T
Stayed 1 night in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Adyson

Travelled with group
Disliked: Cleanliness, property conditions & facilities
Had to switch room because the first one was dirty. The second one was also not that clean. Also, the valet wasn’t 24/7!
Stayed 1 night in Apr 2024
Response from DJ on 27 Apr 2024
Thank you for your feedback, i will share your message with the housekeeping leadership team.

10/10 Excellent

Lashay

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 30 Apr 2024
Thank you for your feedback, we hope to welcome you again soon.

8/10 Good

Ronald

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Nice location staff was very helpful.
Stayed 2 nights in Apr 2024
Response from DJ on 24 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Zachary

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 22 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Jeff, Miami

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
The carpet in the hallway and room was very dirty, service was subpar, and the restaurant was less than desirable.
Stayed 2 nights in Feb 2024
Response from DJ on 22 Apr 2024
Thank you for your feedback, i will share your message with out housekeeping leadership and executive chef.

10/10 Excellent

Lashay

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was amazing, the food n drinks was great,The room view was absolutely stunning over all extremely satisfied trip
Stayed 1 night in Apr 2024
Response from DJ on 20 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

2/10 Terrible

Elizabeth, Gulf Breeze

Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
We prepaid for a king river view room. Upon arrival we were put in a double, no view. We were moved to a king, no view. I called Marriott and contacted Expedia. Shower door trapped guest in shower. Housekeeping accessed room (not to clean). Sun am housekeeping tried to key in room repeatedly. Room was never serviced. I am frustrated with Marriott and Expedia
Stayed 2 nights in Apr 2024
Response from DJ on 17 Apr 2024
Thank you for your feedback, i will share your message with the front office team.