We Had an Unresolved Problem
Booked this hotel in November 2011 for two nights during February 2012, because they offered free shuttle to and from the cruise terminal with free parking in the hotel lot. 
We checked in on a Friday and room was great. Tried to schedule an early cruise terminal shuttle for Sunday and were told that their policy was to assign shuttles based on a few rooms from each floor and they wouldn't be able to tell us until Saturday night. At other hotel chains that offer the same shuttle service, we were always able to get assigned times at check-in, on a first come, first served basis. That's why we booked for two days. Customer service was definitely not # 1 at Holiday Inn Express & Suites Jacksonville - Blount Island.
We got up Saturday morning and decided to do some sightseeing. When we were left at 9:00 AM, we saw the 3rd floor housekeeper and told her our room was ready to be made up. When we arrived back about 2:30 PM our room had not been made up!
We called down to housekeeping and they said most of the housecleaning staff was finished for the day, but they would send someone up. We informed them that we were going to the lounge to play cards, while they made up our room. Staff came and said they couldn't get into our room and asked to borrowed our room key. It also didn't work! They said the electronic lock needed a new battery. (We had experienced a little trouble getting into our room when we came back) Why didn't the housekeeper on the 3rd floor inform the front desk that she could not get into our room? Then the front desk could have told maintenence and it could have all been taken care of before we arrived back at 2:30 PM? They have a true lack of communication among their staff.
Maintenence was also the shuttle driver for the airport and the cruise terminal and did not arrive back until 4:00 PM. Fortunately this incident did not happen on Sunday, when we would have left our room for breakfast with our luggage still in our room. We would have missed our cruise. 
The only compensation we were offered for being locked out of our room was: 
1) a bottle of water (everyone is offered this)
2) coffee (free in the breakfast area)
3) snack item (everyone is also offered this)
We have contacted management twice since our return in February, with no compensation. We will never stay at Holiday Inn Express & Suites Jacksonville - Blount Island again.