of TripAdvisor Travelers recommend this hotel
"Full Service JW Marriott, some great staff members, but has a few areas to improve"
We’re loyal Marriott Elite members (varying between Gold and Platinum for the last decade) and have seen some great Marriott hotels and some not so great ones. Our reviews and ratings are based on our actual experiences, not other reviews. This is my second stay at this JW Marriott. Arrival and check-in: Doorman hesitatingly offered to help with luggage at arrival. Karla at check-in was pleasant and helpful. I asked about a room upgrade, and she accommodated me but I had to wait a while for the room to be ready. Karla quickly arranged for my luggage to be stored pending the room, and I went to lunch at La Terraza. About 20 minutes later, the front desk called me informing me my room was ready. Room (overall): My upgraded room didn’t feel upgraded. I stayed here last year and received basically the same room except for the the noise on the Brickell side of the hotel. My room had all the normal equipment- newer curved Samsung TV, mini-coffee maker…. Three complaints about my room: First, the mini-refrigerator was packed with items for sale and rendered it useless for even placing a bottle of water inside. Absolutely useless mini-refrigerator focused on a profit center rather than providing a real amenity. Second, the furniture needs attention. For example, the leather easy chair was stained (so badly I would not sit on it) and some of the wood furniture (e.g., one nightstand) was in shabby condition. The Illy coffee maker is pretty but operation is not intuitive (had to YouTube how to work it). Third, the room had inadequate power outlets for charging devices. For example, a lamp on the desk had a power outlet, but my iPhone charger wouldn’t fit because of the shape of the lamp! Every person traveling today needs at least two, possibly three, easily accessible power outlets for charging devices. This room had ZERO easily accessible power outlets for charging. Bed: Excellent bed with good linens. Noise: The Brickell side of the hotel is very noisy. I was on the 20th floor and excessively loud traffic noises woke me up several times. Bathroom: Nice sized bathroom finished out in lots of marble. The shower/tub enclosure had a very odd setup to fill the tub- had to use one of the shower heads to fill the tub with water. Good toiletries by Aromatherapy nicely arranged not the counter. An older but adequate hair dryer. Housekeeping: Overall room was clean but I only stayed one night and cannot provide input on housekeeping performance. Restaurants: Bar, informal café called La Terraza, and more formal dinner restaurant, Isabells's. I ate a late lunch at La Terraza. Here’s my abbreviated input on La Terraza: I ordered the “triple tail” (a fish) but it was out of stock. So I ordered the salmon filet. It was presented nicely but the center was cool and completely undercooked. I sent it back and received a new filet that was over cooked. I didn’t mention the second filet was over cooked to the waitress; I didn’t have time to deal with it and figured over cooked was better than raw. Overall, La Terraza is convenient but thoroughly mediocre (please see my more thorough review of La Terraza on TripAdvisor). Concierge lounge: Well run Concierge lounge although the food preparation could have been better. The staff was very attentive and the lounge was well stocked. Evening snacks included pulled pork and veggies. Breakfast included typical items such as eggs, bacon, sausage, fresh fruits, breads/bagels, and more. The staff was very attentive and quickly offered to serve coffee. Clarke, a young man on the breakfast shift, was especially helpful. Overall, I must commend the attentive, helpful staff in the Concierge Lounge. Keep up the good work! Pool and gym: I didn’t have time to check the gym. The pool is still under renovation (now over one year in the process). Parking: valet. I took an Uber from the airport so I can’t comment on the valet service. But was I was waiting for a ride to the airport, the valet offered me a bottle of water and offered to watch for my ride while I waited inside. Good work! Overall staff attitude/service: Overall, the staff at this JW was above average. Karla at check-in was good, Clarke in the lounge was great, kudos to the valet on the second day of my visit. But I noticed that the front desk staff and luggage bellman weren’t efficient for a JW. Misc: I attended a very large professional conference hosted at the JW Marriott. Two observations: (1) I was disappointed in the catered buffet lunch; it was very “hit and miss.” I tried a fish dish wrapped in a banana leaf and the fish had a sickly, overwhelming fishiness; in other words the fish dish was inedible. The spicy chicken tenders were dried chicken bricks and inedible. Only the chimichuri beef was edible and it was by no means great. Very disappointing catering for a high-end professional conference. (2) During the conference on Friday January 12 in the huge ballroom, a stream of dark liquid poured out of a light fixture into the ballroom in the seating area. I’m so glad I wasn’t sitting in that area of the ballroom. Maintenance people quickly cleaned up the mess, but the random stream of dark liquid falling from the ceiling was very disturbing.
Bad hotel for business. Inefficient check in and pointless service. I waited 4 hours for a room away from elevators (no problem...that was my choice), only to be assigned an "upgrade" at the EXACT same spot. Jorge on Sunday Jan 14 was condescending and would not explain why it took 4 hours to NEVER get a callback on a room change. He insisted he made ALL the calls himself...yet was surprised by my unchecked call on the "Room Change" list filled in by Natalie when i arrived. Also, nothing but decaf in the room's coffee station. Clueless front desk took 10 minutes to provide two plastic bags with 15-20 pieces of random coffee kit: Only one coffee pack fit the machine...barely better than nothing.
"I hope this was my last visit to this Marriott"
This is probably the worst marriott we have stayed in (and we the highest Marriott rewards membership- so have stayed in quite a few). First, most of the lobbying and management staff don't care about the customers at all. Most of them treat people like if they were doing a favor by letting you stay at the hotel. Second, the rooms SERIOUSLY need an upgrade. They smell funny and the carpets are old. I won't be back. Not even with points. They take advantage of their location and know that many people HAVE to stay there, so they don't make an effort in training their staff to give good customer service, or to make the hotel itself look like a $400+ a night.
"An up-scale hotel that is getting a little tired, with service that seems a little clinging."
We stayed here for two nights on business recently, and were generally pleased, but had a few disappointments. First, the hotel is very attractive, while starting to show its age a bit. There weren't defects you would really complain about, but things you noticed weren't as nice and new as they once were. Hence, this is the cheaper JW in downtown Miami (yes, there are 2). Important to note - you have no option but valet parking, and they give you no break on the parking fee, so you will be paying an extra $42 per night. Probably not completely out of line for Miami, but something to note. If you are a gold or platinum member, they have a nice lounge, with a nice breakfast. But, the room is pretty small and people have quite a time moving around to get to things. While we were there, the hostess was almost insistent on getting people black coffee. They have a nice coffee machine that makes a variety of drinks, but it is kind of slow, so she seems to want to push coffee from a pot in the back. The problem is, the coffee from that pot was pretty bad - weak and with a weird taste. Also, if you asked for another kind of coffee, she would actually 'cut' in line at the machine to make it. It would have been better if she could have been a little more in tune with whether people wanted help. Also, when checking out, I was working to load the bags into our car, and at least 4 porters tried to take over the job. The problem is, the bags only go in one way, and I know that way, and after one or maybe 2 had asked, you would think they knew I wasn't looking for help. The feeling it gave us was that they were so desperate for a tip, they were pretty pushy.
"Very decent hotel but front desk needs improvement"
Great location, very convenient to almost anything to experience Miami. Hotel lobby and room are all very nice, although the room appears a bit dated, especially the bathroom. There are water stains on the lights, and the bathroom door opens and closes in a very awkward way. The executive lounge is very nice, with good breakfast and evening snack offerings. The tables are even set up with napkins and utensils, not usually seen in a lounge. Very nice touch. The front desk, however, needs to be better staffed. I arrived at 10pm, and there was only one gentleman on duty. Had to wait 20 minutes before he was done with the customers before me. And then, found out he wasn't ready with my reservation, even though I used mobile check-in the night before.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 4:00 PM , Check-out: 12:00 PM