SureStay by Best Western Jacksonville Airport

Reviews

• AH

  Allen Hamilton

  Apr 4, 2026
  3.0
  The air conditioner did not work too good
• MR

  M R

  Apr 2, 2026
  2.0
  The room and building itself was great especially for the price. Our room was very clean (bare foot approved) and smelled good. But we cannot give it more than 2 stars because it SUCKED for actually sleeping. The bed was terrible, we woke stiff and sore. The pillows are better at my local hospital. Dollar tree flat and small. And lastly, ZERO sound proofing. We heard our neighbors inside and outside like they were inside our room. Cannot recommend.
• CK

  Chris Kadlub

  Mar 28, 2026
  5.0
  Spotless!! The room and grounds where very clean. Great hotel for a quick trip before Cruise. Owners very nice and provided shuttle from airport and light breakfast.
• DM

  Diamante Maya

  Mar 21, 2026
  2.0
  I had a bad experience with this hotel and feel it's my duty to warn other people. I booked a room with them 5 weeks in advance for two separate dates for when I was flying in and then flying out (we went to Amelia Island in between). I booked it through Expedia and paid in advance (big mistake). Our flight was going to arrive late at night, so we called to ask the hours when the shuttle runs. We were told it was a 24/7 shuttle. We specifically picked this hotel because it had an airport shuttle and would be able to pick us up at late hours. Our flight was delayed and we called at about 10:30pm to ask about the shuttle. We let them know we were supposed to arrive between 12-1am. We arrived at 1:07am. We called the hotel and we were told the shuttle had stop running. We had to get an Uber. When we got to the hotel, they told us we had booked a smoking room. I showed her confirmation of our booking that said non-smoking. She said they only had one room available, and it was smoking. We can't sleep in a smoking room for health reasons. We asked for a full refund. They said they would give it, but we had to call Expedia. They wouldn't give us anything in writing to confirm a refund. We called Expedia and they put us on hold to reach the hotel and confirm. We were on hold for over an hour before our phone died. We simultaneously called hotels and after about 10 tries, we were told every hotel in Jacksonville was booked. It was almost 3am. We ended up having to go back to the airport (paying for another Uber) and wait for our car rental place to open at 6am. We didn't get to sleep that night. Expedia asked us to review our stay and I gave it a low rating. I wanted to cancel our second stay when we were going to fly out, but it said it was non-refundable. So we called in advance to confirm they had a non-smoking room. When we arrived to check in, the attendant who happened to be the hotel manager said we had to pay a parking fee. I mentioned I would add that to my review and I brought up that we had not received a refund yet for 4 days prior. He got upset that I gave a bad review and said we could not stay there for the night and that he would refund me for that night, but he would not refund me for the night they gave us a smoking room instead of a non-smoking room. He was raising his voice and not at all compassionate or trying to accommodate us. He tried to say it was our fault for giving a bad review because he claims he has a pay a fee to Expedia for a bad review. Of course, they got the bad review because they didn't hold up their end of the deal and gave us a smoking room when we reserved a non-smoking room. I had to get out my phone to record him and tell him my brother-in-law is a lawyer for him to finally say he would refund both nights. We called Expedia and they had to try 3 times to reach the hotel manager, which took about 30 minutes, but they did and sent us an email with confirmation of the refund while we were on the phone with them. Thankfully we were able to find a hotel with availability and an airport shuttle, but if we had not like the first night, they would have put us out on the street two times. I can't comment on the accommodations of the hotel, because we never got as far as actually staying in a room.
• TB

  Toni Brewer

  Mar 16, 2026
  1.0
  Upon entering the room the smell was so strong it burned my throat. We found substances and cigarette burns on the mattress and mattress cover. Then I discovered mold, dust and who knows what in between the toilet paper holders, hair in the shower, and rolling paper that had been smoked and left behind in the vanity area. Not even another room was offered and no partial refund was offered for the disgusting conditions. Not to mention how badly my throat was burning just being in the room.

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