This was our second visit to JW Marriott Juhu, having recently moved to Mumbai, and unfortunately it did not live up to our first experience.
During our initial visit, the dining and overall service were of a high standard, with a welcoming and professional atmosphere. As frequent Marriott guests who actively use Bonvoy across the group globally, this left a strong impression.
However, our recent visit on Saturday was notably underwhelming. We purchased a day pass for the pool at over INR 6,000 for two people, with no redeemable value included, which felt excessive given the overall experience and service level.
While the pool staff member serving us was courteous, he appeared overstretched and lacked adequate support. Service throughout felt inconsistent and below what one would expect from the brand.
At the end of the visit, we settled two F&B bills totaling approximately INR 7,000. When requesting to have these added to our Bonvoy account, this was declined. A manager reiterated that the property does not allow Bonvoy points on F&B, which directly contradicts both our prior experience at this hotel and our experience across Marriott properties globally.
The same manager took my contact details, assuring me he would follow up after “checking internally.” Despite this, I received no communication, which felt dismissive and unprofessional.
I have since raised this directly with Marriott Bonvoy, and the matter is currently being reviewed.
Overall, this visit was disappointing, particularly in terms of consistency, service standards, and follow-through. Given the number of alternatives in Mumbai, we will likely explore other options going forward.