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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. 529 out of 1006 reviews" "
Rating 8 - Good. 219 out of 1006 reviews" "
Rating 6 - Okay. 108 out of 1006 reviews" "
Rating 4 - Poor. 81 out of 1006 reviews" "
Rating 2 - Terrible. 69 out of 1006 reviews" "

8.6/10

Cleanliness

8.6/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

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.

10/10 Excellent

Janie D

Liked: Cleanliness, staff & service, property conditions & facilities
Other than the exterior! The hotel was was awesome!
Stayed 1 night in Apr 2024
Response from DJ on 17 Apr 2024
Thank you for your feedback, we will be going through renovations in may 2024 starting with the exterior. We hope to welcome you again soon!

8/10 Good

twylah

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 17 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Sandra

Business traveller, Travelled with partner
Liked: Cleanliness, amenities
Nice room and comfy beds but a bit noisy from the bar downstairs. We were on the third floor. My husband couldn’t sleep with all the sounds coming from downstairs.
Stayed 2 nights in Apr 2024
Response from Dj on 12 Apr 2024
Thank you for your feedback, next time you visit us please be sure to request a room away from the lobby area. We will be happy to accomodate you!

10/10 Excellent

Kira

Liked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from DJ on 12 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Kira

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My husband and I travel a lot throughout Florida and due to the outstanding service at Southbank, we have made this hotel our hub. The bar/restaurant is outstanding thanks to the service provided by Jewel (we seek her out), Dylan, Michael, Kenny, and Zack. Mr. Kameron is a joy to have serve us in the morning for early breakfast. Joelle at the front desk is outstanding, always providing above and beyond service. We know we are in great hands when we see Ms. Joelle and Ms. Valerie leading the front desk. We will continue to make this hotel our hub when traveling thanks to the service provided by this team. The hotel is just off the river walk so the surroundings are beautiful. Thank you to the Southbank team for always making our stays wonderful.
Stayed 2 nights in Apr 2024
Response from DJ on 10 Apr 2024
Thank you so much for your wonderful feedback, this is what we love to hear! i will share your message with each staff member and thank them for their hospitable service.

10/10 Excellent

Debra, Abbeville

Travelled with partner, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Perfect place to stay for Our Daily's Concert
Stayed 2 nights in Apr 2024
Response from dj on 10 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

6/10 Okay

Alicia

Disliked: Cleanliness, staff & service
Stayed 1 night in Apr 2024
Response from DJ on 10 Apr 2024
Thank you for your rating, if you could provide more details to help us improve operations to get a 5 out of 5 rating.

8/10 Good

Daneika, Tallahassee

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Check-in was very easy, welcoming and accomodating for our family of 4s needs. Room very clean, stocked with coffee, nice view of pool and cute balcony with chairs. Mini fridge, but suprisingly no microwave. Iron, iron board, smart TV. Very soft mattress, not my preference but to each its own. My main bedding issue was all the lumpy pillows which meant the pillows had been washed. Extremely uncomfortable!!! Note expedia says self-parking is $12/night but its actually $16/night. After long day out, it was nice hotel restaurant and bar was still open till 11pm. ONLY downfall was that we waited over an hour for our food order. NCAA mens final four was on TVs there at bar to keep us occupied, but still, we was exhausted so the hour wait just rubbed us the wrong way. Management was very visible which was nice. Very professional approach. Gave refund for 1 item since they didn't have dressing that i ordered hour ago when order was originally placed. Riverwalk the next morning was close by and very beautiful. Overall Southbank is a great hotel, welcoming and caring staff, pleasant room, great location that's close by stadium. Would stay there again, but new pillows are a must!
Stayed 1 night in Apr 2024
Response from DJ on 10 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

4/10 Poor

Paula, Lake Worth

Disliked: Staff & service, property conditions & facilities
Check-in was quite slow w/ little to no line in front of us. The website clearly marked “Self parking, uncovered lot $12.00.” But upon checking in they informed it was $16 for us to park our own car in a poorly lit, poorly maintained parking lot behind the hotel. As a guest of this hotel one would think they would have a parking space for which you could park a car….FOR FREE. This is not downtown in a high rise parking garage. When we complained the manager said the website wasn’t updated and the $12 rate was not honored!! This hotel is very basic. Coming in after a long drive it was 8:00 and instead of venturing out we decide to grab a drink and a simple burger at the hotel bar. The bartenders were pleasant and fixed a nice old fashioned but we waited for an hour to get a simple burger (supposed to be cooked medium, no onions and cheddar but came charred and well,well-done with pepper jack and onions)!! AN HOUR for a burger and we were one of five people who ordered food! The manager comp’d us the food which was okay, but we were just starving and we just wanted food, as it was if was so charred and barely edible. The lobby furniture was worn out and needed replace but the decor was nice. Our room appeared clean and housekeeping did a nice job. The shower on our first morning was just warm not hot which was not great. The second morning for some reason was better. This hotel is not near too many eating places or any shopping. We won’t be staying at this franchised “Marriott
Stayed 2 nights in Apr 2024
Response from DJ on 7 Apr 2024
Thank you for your feedback, i will share your message with each department leadership team.

10/10 Excellent

Katrin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from DJ on 10 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Shironda

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk staff were awesome
Stayed 1 night in Apr 2024
Response from dj on 7 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Kashonda

Liked: Cleanliness
Stayed 1 night in Apr 2024
Response from DJ on 10 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

8/10 Good

Steve

Travelled with partner, Travelled with group
The room was nicely appointed and clean. The check in process seemed slow with only one person at the desk and a line waiting. Breakfast was ok, it’s a buffet. The wait staff was not particularly attentive.
Stayed 1 night in Apr 2024
Response from DJ on 7 Apr 2024
Thank you for your feedback, i will address these concerns with the front desk staff as well as the food and beverage staff. again, thank you for choosing our property and providing helpful feedback to improve our operations. We hope to welcome you again soon!

10/10 Excellent

Amri

Liked: Cleanliness
Stayed 1 night in Apr 2024
Response from DJ on 7 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

tajaniqua

Liked: Cleanliness, staff & service, property conditions & facilities
My stay was comfortable
Stayed 2 nights in Mar 2024
Response from DJ on 4 Apr 2024
Thank you for your feedback! We hope to welcome you again soon.

10/10 Excellent

Brandi

Liked: Cleanliness, staff & service, property conditions & facilities
Absolutely beautiful hotel very clean beautiful rooms and very nice stuff.
Stayed 2 nights in Mar 2024
Response from DJ on 3 Apr 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

RONALD, Miramar

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from DJ on 3 Apr 2024
Thank you for your feedback, we hope to welcome you again soon.

8/10 Good

T

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

10/10 Excellent

Stephanie

Travelled with family and small children
Liked: Staff & service, property conditions & facilities
It was nice
Stayed 2 nights in Feb 2024
Response from DJ on 1 Apr 2024
Thank you for your feedback, We hope to welcome you again soon!

10/10 Excellent

Veronica, KINSTON

Liked: Cleanliness, staff & service, property conditions & facilities
Nice place. This was a water taxi stop.
Stayed 1 night in Mar 2024
Response from DJ on 29 Mar 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Bailey

Liked: Cleanliness, staff & service, property conditions & facilities
Great place
Stayed 1 night in Mar 2024
Response from DJ on 29 Mar 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Amy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice
Stayed 1 night in Mar 2024
Response from DJ on 29 Mar 2024
Thank you for you feedback! We hope to welcome you again soon.

8/10 Good

Adam

Liked: Staff & service
Stayed 1 night in Mar 2024
Response from DJ on 29 Mar 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Tabitha

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy to get to. Close to water. Friendly staff
Stayed 1 night in Mar 2024
Response from DJ on 28 Mar 2024
Thank you for your feedback! We hope to see you again soon.

10/10 Excellent

Denny

Liked: Cleanliness, staff & service, property conditions & facilities
What I expected
Stayed 1 night in Mar 2024
Response from DJ on 27 Mar 2024
Thank you for your feedback! We hope to welcome you again soon.

10/10 Excellent

Paula

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice friendly professional staff always a nice stay.
Stayed 1 night in Mar 2024
Response from DJ on 26 Mar 2024
Thank you for your feedback, we hope to welcome you again soon!

10/10 Excellent

Kevin

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was very clean and new inside. Parking could have been more convenient. Overall, an excellent experience.
Stayed 1 night in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Valued Guest,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

10/10 Excellent

Cynthia

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was excellent
Stayed 3 nights in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Valued Guest,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

8/10 Good

Kate

Travelled with partner
Liked: Cleanliness, staff & service
Staff was so nice.
Stayed 1 night in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Valued Guest,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

6/10 Okay

Jonathan

Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Location of property was ideal for downtown. You can tell this property was another property before it was deemed a Marriot property. The rooms were a little dated and the room that I stayed in, the bathroom by the shower was moldy and in need of repair.
Stayed 2 nights in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Valued Guest,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

6/10 Okay

Shaneka

Travelled with partner
Liked: Cleanliness, staff & service, amenities
Valet parking staff was very nice and prompt. Enjoyed the text for your car app, but didnt like you still had to pay a $16 a night fee even if you dont valet park and opt to self park. Might as well valet for $18 a night. Check in was quick and easy. Booked a King room with a river view. Really could not see the river in the room we were in. Room 302 was clean and quiet. Did not have hot water(lukewarm only) our entire stay. Maintenance came fast when called on our first day and said the whole wing we were on does not get hot water and lukewarm was all that we were able to get. He was very nice and apologic about the water temp. We had the Air conditioner on 68 the whole stay hoping to cool the room and it never really got cold in our room. Room temp was 72 and it was hot and humid outside. Food at the bar was freshly made, tasted really good and seasoned; drinks were great also. The hotel is really convenient to the river walk and downtown. Check out was easy but beware they charge a refundable $50 fee a night for incidentals that's not listed when you book. Overall the stay was good
Stayed 2 nights in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Shaneka,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

10/10 Excellent

Diana

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Spacious hallway Easy check in and check out Provided crib for infant
Stayed 2 nights in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Diana,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

10/10 Excellent

Thomas

Stayed 2 nights in Mar 2024
Response from DJ on 13 Apr 2024
Thank you for your feedback and choosing to stay with us. We hope to welcome you again soon!

6/10 Okay

Karina

Travelled with family and small children
Liked: Cleanliness
Disliked: Staff & service, amenities
I felt unsafe because the area is dark and noisy. Probably no good for families with kids.
Stayed 1 night in Mar 2024
Response from Front Office on 26 Mar 2024
Dear Karina,On behalf of the entire hotel team, I want to thank you for sharing about your time here at the Southbank hotel. We appreciate your comments and survey score.It is always encouraging to hear positive feedback, particularly when it comes from those who matter the most – you! Your feedback has been shared with our management team as a way of celebrating the great guest experiences we delivered. Once again, I appreciate you taking the time to share your feedback.We hope to welcome you again soon, safe travels.Sincerely,Clifton Martwick JrAssistant Front Office ManagerSouthbank by Delta Marriott

10/10 Excellent

Karen

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from DJ on 20 Mar 2024
Thank you for your 5 star rating, we really appreciate your feedback! We hope to welcome you again soon.

8/10 Good

Elliot

Liked: Staff & service
Stayed 2 nights in Mar 2024
Response from DJ on 19 Mar 2024
Thank you for your feedback! We hope to welcome you again soon.

10/10 Excellent

Jaime

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from DJ on 15 Mar 2024
Thank you for your feedback, We hope to welcome you again soon!

8/10 Good

Paul

Travelled with family, Travelled with partner
Liked: Staff & service, amenities, property conditions & facilities
Beautiful view of downtown, Riverwalk is wonderful. Staff is amazing! Needs work on cleaning in rooms. We found nail clipping on carpet, soap scum in bathroom. Good food, safe surroundings, friendly efficient service. I’ll come back. Smiles everywhere!
Stayed 1 night in Mar 2024
Response from DJ on 12 Mar 2024
Thank you for your feedback! I will share your message with the housekeeping department.

8/10 Good

stephen, quitman

Business traveller, Travelled with partner
Fantastic property with exceptional staff. My only issue was being able to reach someone on the property. I spent every bit of three hours on the phone trying to get someone at this property and was continuously sent to either reservations or group sales offsite
Stayed 1 night in Mar 2024
Response from DJ on 12 Mar 2024
Thank you for your feedback! I will work to improve our phone operations, to ensure this is an isolated event.

2/10 Terrible

JUDY

Travelled with partner
Liked: Cleanliness
Disliked: Staff & service, amenities, property conditions & facilities
F&B quality now in the toilet. Processed meat in club sandwich, inedible super hot blackened seafood salad, extra salty cream of wheat, dry and hard French toast and rotten pineapple at breakfast. Horrible and unfriendly front desk clerk totally unhelpful and so disengaged he won’t answer a direct question of what laundry costs. Operator misinformed laundry cost so I exchanged for way too many coins. Horrible ambiance in restaurant, etc. etc.
Stayed 1 night in Mar 2024
Response from Maryam on 10 Mar 2024
We sincerely apologize we did not meet your standards during your stay. We appreciate the constructive feedback, and hope to have a chance to change your mind in the future.

10/10 Excellent

Nikki

Stayed 1 night in Mar 2024
Response from DJ on 1 Apr 2024
Thank you for your feedback! We hope to welcome you again soon.

10/10 Excellent

Andy

Travelled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Fantastic location, lots of great restaurants within walking distance. Room was clean, newish, quiet and beds very comfy. Great value considering location.
Stayed 1 night in Mar 2024
Response from Maryam on 10 Mar 2024
Thank you for taking the time to review our hotel! We are so happy to hear from you, and hope to see you again should you return to Jacksonville.

10/10 Excellent

Jacquelyn

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
😊
Stayed 1 night in Mar 2024
Response from Maryam on 10 Mar 2024
Thank you for taking the time to review our hotel! We are so happy to hear from you, and hope to see you again should you return to Jacksonville.

8/10 Good

Santanu

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Certainly stay at the property again
Stayed 1 night in Mar 2024
Response from DJ on 8 Mar 2024
Thank you for your feedback! We hope to welcome you again soon.

10/10 Excellent

David

Travelled with family
Liked: Cleanliness, amenities
Great service
Stayed 1 night in Mar 2024
Response from DJ on 7 Mar 2024
Thank you for your feedback! I will share your rating with the enire leadership team. We hope to welccome you again soon.

10/10 Excellent

Mark

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from dj on 10 Mar 2024
thank you for your feedback! we hope to welcome you again soon.

10/10 Excellent

hyunjeong

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from DJ on 8 Mar 2024
Thank you for your feedback! We hope to welcome you again soon.

2/10 Terrible

Stacy, Mechanicsville

Business traveller, Travelled with partner
Disliked: Staff & service, amenities, property conditions & facilities
Hotel needs to be torn down and rebuilt! Worst hotel I've ever stayed in.
Stayed 3 nights in Mar 2024
Response from Southbank hotel on 6 Mar 2024
Dear Stacy,I am sorry that you feel the way that you do. We are going to be going through a renovation starting in the summer. We wish you the best,Sincerely,Southbank Hotel

8/10 Good

Martin

Business traveller
Liked: Cleanliness
Room was clean Did not feel hospital
Stayed 1 night in Feb 2024
Response from DJ on 5 Mar 2024
Thank you for your feedback, i will share your message with the front desk department.