The hotel itself is beautiful. The valet staff were outstanding, and the bell staff were equally fantastic. Amore at the front desk was sweet and welcoming!
Unfortunately, that is where the positive experience ends.
For a hotel carrying the JW Marriott name, the level of customer service we experienced was mediocre at best, and the attitude of management was downright unacceptable.
We are Marriott Bonvoy Platinum Elite members, and upon checking in, I politely asked whether any complimentary room upgrades were available. The front desk associate was pleasant and offered to get her manager.
That is when things started going downhill.
The manager, Sapphire, approached us with an attitude that made it seem as though our question was an inconvenience. Rather than professionally explaining the available options, she abruptly informed us that nothing was available and that suites would require additional charges.
That is a misleading representation of Marriott Bonvoy’s Platinum Elite benefits, which include complimentary enhanced room upgrades, including select suites, when available.
She then proceeded to tell us that we already had a nice room and should essentially just take it.
Not exactly the level of hospitality you expect from a luxury hotel.
To be fair, the room was nice. It was spacious, clean, and offered a beautiful view of the river. We settled in, went out for drinks and dinner, and returned looking forward to showering and getting some sleep.
Unfortunately, the shower did not work.
I went downstairs to notify the front desk. There was little concern, no meaningful apology, and certainly no urgency to resolve the situation.
I was told engineering could come take a look. Alternatively, they offered to move us to another room, but specifically stated it would be a downgrade.
Meanwhile, I checked the hotel’s availability online and found multiple comparable rooms and suites still being offered for booking.
When I brought this to management’s attention, the same manager, Sapphire, responded with another dismissive comment, essentially telling me, “Well, we can’t give you that room.”
No explanation. No attempt to find a reasonable solution. Just another condescending response.
At that point, I agreed to have engineering come repair the shower.
Approximately an hour later, an engineer arrived at our room WITHOUT ANY TOOLS.
Which is not his fault.
Keep in mind, I had already explained to the front desk that the problem was with the showerhead. I even showed them a video. Apparently, that information was never communicated.
The engineer turned on the shower, immediately observed the exact issue I had reported, and then had to leave to retrieve tools and Teflon tape.
He returned, attempted a repair, and turned the shower back on.
It still did not work.
Exactly as I had explained from the beginning.
He said he was going to attempt to find a new shower head to replace this one. He was apologetic and very professional.
Now, approximately 95 minutes after initially reporting the problem, I am still sitting in my hotel room waiting for a working shower, unable to get ready for bed, and increasingly convinced that this issue may not be resolved tonight, and there was certainly an easier solution.
So, Rather than enjoying our evening, I am wasting my time waiting for a repair that should never have been necessary in a hotel of this caliber.
And while I wait, I am writing this review.
What bothers me most is not the broken shower. Equipment fails. Maintenance issues happen. I understand that completely.
What is unacceptable is the way management has handled the situation.
The manager on duty has been dismissive, condescending, and seemingly uninterested in providing even a basic level of hospitality. At no point have we felt that anyone in management genuinely cared about the inconvenience or was making a meaningful effort to correct it.
We are not asking for special treatment. We are asking for the level of service, professionalism, and basic courtesy that should come standard at a JW Marriott, particularly for guests who are loyal to the Marriott brand.
A beautiful property means very little when the people responsible for managing the guest experience fail so spectacularly.
The valet and bell staff deserve five stars. The management team, based on our experience, deserves one.
It is especially disappointing when the employees greeting guests at the curb demonstrate more professionalism and hospitality than the people entrusted with managing the hotel.
I will be sharing this experience across multiple review platforms because prospective guests deserve to know that, despite the beautiful property and luxury branding, the service may fall far short of expectations.
JW Marriott should be embarrassed by this level of guest service. Luxury is not just about the building, the furnishings, or the view. It is about how guests are treated, especially when something goes wrong.
Tonight, this property has failed that test.
We have 12 more nights booked at Marriott properties over the next 2 weeks. Hopefully the experience at these other properties will be better.
