"Where's the customer service'"
Pros: Nice hotel, convention center, pools Cons: room cleanliness, bad customer service, tv problems, a/c didn't keep room cold enough I've stayed at a decent amount of nice hotels to have some knowledge on what is good and bad. My family of 5 stayed in this room for one week. We have 3 kids under the age of 4, so you can imagine we're aren't extremely clean. I've never stayed at a hotel where they make your bed and leave your stuff everywhere. They even take the extra effort to spread your stuff all over the made bed. Why' Our bathroom door lock was broken and I had to ask the front desk to fix it 3 days in a row. They finally fixed it. My parents room down the hall didn't even have a lock. Aren't bathroom door locks a standard' Our A/C felt like it couldn't keep the room cold at night. It was 70-80s all week so it wasn't very hot. We had to keep it set at 62 at night to not suffocate. This wasn't a huge deal. Our TV issues were another example of bad customer service. I asked 3 times for them to fix our channels that were not working. They said they would send someone up and we were never told if they did anything or not. The TV didn't work correctly the whole week. You'd select HBO and lifetime channel would be on. You'd want to watch Cars2 and the channel would say it was be available shortly. Tv isn't a concern for us. Just tell me it's broken and it cannot be fixed! Overall, the hotel is nice. Implement the Ritz customer service or any halfway decent service and you'd have a great hotel.
I would say that this is an average hotel, not really good and not really bad. I had problems with opening my door and apparently that was a batteri in the lock that needed to be changed; the maintenance guy said this. The batteri change never happened and they were quite rude when I did what they told me to do; tell them when I left the room so they could come and change - in fact they mocked me. I thought well OK; I'll leave the problem to the next guest - sorry. The room was also rather noisy; some fan or machine nearby. Would never stay here again unless I had to.
"Good service @Executive lounge"
Lounge is excellent and the staff specially the Manager MS Pat n chef MS Zin made feel that am at home . They are very caring Make me feel that am with dear one . I wish their success in their career. Thanks Iqbal Hassan Mahmood
The staff and especially the check in staff were excellent. We were able to check in a few hours earlier than scheduled. The breakfast staff were very accommodating, it was the small thing that they did. There wasn't any Earl Grey Tea bags out and it was close to ending the breakfast hour. The young lady made sure I have my favorite tea that morning, just made my day... Thanks so much
"A Disappointing Second-time Stay!"
This was a much-awaited birthday trip to Orlando, and we chose to stay at the JW again. Being life-time Marriott Platinums, we wanted a luxurious experience, and notified the hotel in advance about the birthday as well. On check-in, no attempt was made to recognize the status or the birthday bit, despite the reminder. Nothing was done to make it special, and no upgrades were offered either, throughout the trip. We found the attitude of the staff very casual, and in fact, they made us feel that we weren't important guests. The room was a disappointment too - old style decor and the beds were from the 19th century - literally needed a ladder to climb up and down! The restaurants were obnoxiously expensive, and lacking customer service and quality. Room service had a 22% service charge+ taxes+$4 delivery charge!! Overall, a bad experience for a week-long stay. Don't recommend it at all! Try Gaylord instead!
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 11:00 AM