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    Holiday Inn Express & Suites - Jacksonville - Beautiful entrance!

    Holiday Inn Express & Suites - Jacksonville

    (21 reviews)

    $$

    Staff very friendly, room clean, bed comfortable. Rooms have been updated, smells pleasant. Will…read morecome again when in the area.

    Hands down the WORST AND MOST INCONSIDERATE hotel I've personally EVER stayed at. There is…read moreAbsolutely no sense of the words "Hospitality", "Privacy", "Federal Law", "Policy" or "RESPECT" whatsoever for people with or without disabilities. They don't deserve 1 star if I didn't absolutely have to put it to write this review. This whole situation sickens me to be honest that I'm having to now dispute it with my NAVY FEDERAL account now. He called to apologize for other wrongdoings of his two Hispanic immigrant staff members that he made excuses for, regarding communication errors....I'll explain later in the review) So here's how our stay went... While traveling though this trashy town of Jacksonville, TX in a bad area of East TX, because We've stayed in many Holiday Inn hotels both express and others and never had an issue, I assumed that it may be best to stay there being a member of IHG One Rewards without so much as a hiccup (stayed at probably 20+ of their hotels) traveling for work with my girlfriend (she works remotely for medical reasons) and her medical service dog including MANY Holiday Inn Express & Suites and never ONE SINGLE TIME had ANY issues or so much as questioned because he's always got on his NON-REQUIRED BY LAW service dog vest on with handle, however, boy oh boy was I ever wrong on this junky hole in the wall place they call a "hotel" in Jacksonville, TX. As you see below (hotels don't even need to post it, because it's federal law!!) that Service dogs ARE allowed at zero additional cost regardless if additional cleaning is necessary after the stay, as well as anywhere else a law abiding citizen can go...no questions asked, PERIOD. (NOT TO BE CONFUSED WITH AN EMOTIONAL SUPPORT ANIMAL) I'M FULLY AWARE THAT ANYONE CAN PAY TO GET JUST ABOUT ANYTHING CERTIFIED AS AN EMOTIONAL SUPPORT PET AND DO NOT SUPPORT THOSE WHO ABUSE IT FOR ACCOMMODATIONS THEY DON'T NEED NOR DESERVE. Service animals have VERY specific trainings as they can be used for many things and situations such as leading the blind, alerting during very specific medical episodes, serious mental health issues etc. and it's against Federal law to even ASK about the service the "Service dog" provides or the reasoning as to why the "service dog" is needed in any form. (NO THIS DOESN'T PERTAIN TO EMOTIONAL SUPPORT ANIMALS ONCE AGAIN, "SERVICE DOGS" ONLY) That being said, due to the nature of a service dog and HIPPA requirements, by Federal law per the DOJ (Department of Justice) and the ADA, they CANNOT legally ask about the services provided by the dog which can also be found on the DOJ's website as well as the ADA's website (screenshots from the websites also attached). All of this said, I stayed with my girlfriend who had her legitimate "service dog" with her who alerts for help for a VERY specific and SERIOUS health issue if occurred and who will not stop until help hears and inquires or until it can find her help if someone isn't in close proximity nearby or is asleep (hence the need in a hotel where we only stopped to sleep). He's been properly trained and doesn't leave any room she is ever in including always in the car with her at all times to ensure she can always get medical assistance or alert someone for help. Nothing ever was said the entire stay(typical with a service dog) I've learned as I asked in the beginning of dating if we needed to let anyone know and she corrected me and said it's nobody's business why I need to have a medical service dog which at first felt sneaky but then I thought about HIPPA laws and protecting ones medical privacy and then it made a lot more sense to me so I never questioned it again learning that it was just the norm. She even went on to tell me that she also isn't required to have to have him wear the special service dog vest she keeps on him but does it for ME because she knew it made me anxious in the beginning about being asked about it as she knows I pretty well follow the straight and narrow on rules and didn't want to feel like I was trying to be sneaky. So we wake up the next morning and I leave her with her small service dog who doesn't leave his small dedicated bed the entire night unless she gets up to go get her some breakfast from the dinning hall area. I watched 4-5 people make fresh pancakes with this machine and when it was my turn in the line it was empty and the lady when asked to swap it out for a new one said "are you serious!?!?!" So I went without and was later charged $550 EXTRA for unnecessary "deep cleaning"(room was left immaculate) her 17# service dog for a total of $654.86 for a $104.86 stay with no receipt, pics, explanation or notification. THIEVES!!

    Castle On The Lake - venues - Updated May 2026

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