JW Marriott Indianapolis

Business reply on Google

Thank you for sharing your feedback. We’re sorry to hear that the pillows in your room did not meet your expectations and impacted your comfort during your stay. A restful night’s sleep is extremely important to us, and we regret that we fell short in this area. We do offer multiple pillow options and would have been happy to provide an alternative had we known during your stay. Please do not hesitate to reach out to our front desk team on future visits so we can better personalize your comfort. We appreciate your comments and hope to have the opportunity to provide you with a more enjoyable experience next time.

Business reply on Google

Thank you for bringing this to our attention. We are very concerned to read about this interaction and sincerely apologize for the way it made you and your wife feel. This is not reflective of our values or the standards of hospitality we are committed to providing. Every guest should feel welcomed, respected, and treated with dignity from the moment they arrive. We take any perception or experience of bias extremely seriously. Your feedback has been shared with our leadership team so it can be reviewed and addressed appropriately, including additional coaching and reinforcement of our expectations with our valet team. We truly regret that this moment impacted your arrival experience, and we appreciate you taking the time to let us know. If you are open to it, we would welcome the opportunity to speak with you directly and learn more, as your perspective is important to us and helps ensure this does not happen again.

Business reply on Google

Thank you for taking the time to share your feedback. We sincerely apologize for the challenges you experienced during your stay. It is never our intention to cause frustration or inconvenience for our guests. Regarding the situation at checkout, our housekeeping team began servicing your room after you had departed with your belongings, not realizing you planned to return for a second trip to your vehicle. We understand how upsetting this was and regret the miscommunication. The items that could not be returned included food that was discarded during cleaning, and we are actively working to locate the candles that were mistakenly removed. We also regret the delay and confusion you encountered at check-in and have shared your comments with our leadership team to ensure proper follow-up and training to prevent a recurrence. We truly value your feedback and the opportunity to improve. If you would like to discuss your experience further, please don’t hesitate to reach out to the hotel directly.

Business reply on Google

Thank you for taking the time to share your feedback. We truly regret that your recent stay with us did not meet your expectations, especially during such a special trip for you and your husband. We understand how important these moments are, and we apologize for the disappointment you experienced with your room assignment and the challenges you encountered with our elevators. While room types are based on availability at the time of arrival, we regret that this was not better communicated during check-in and that the alternative accommodations offered did not reflect the value you were expecting. Your comments have been shared with our leadership team to ensure we improve both our communication and the overall guest experience. We hope you might reconsider and allow us another opportunity to provide the elevated stay that Marriott is known for.

Business reply on Google

We’re very sorry to hear about your experience. We take situations like this very seriously and would like the opportunity to discuss it further with you. Please contact our valet management team directly at 317-860-5800 and ask for valet—they will be happy to assist you.

Business reply on Google

Thank you for taking the time to share your detailed feedback. We are truly sorry to hear that your stay fell short of expectations and that you encountered several service and communication challenges during your visit. While we’re pleased to hear that some of our team members were helpful and courteous, we deeply regret that issues with the room temperature, door lock, and communication around assistance caused repeated inconvenience. That is not the experience we aim to provide, and we understand how frustrating it must have been—particularly given the late hour of your arrival and the importance of your conference sessions. We also want to sincerely apologize for the disruption caused by construction noise. As you noted, we did cease all on-property construction activities by 3:00 PM in response to your request. Unfortunately, there is ongoing city construction nearby that is beyond our control, and we understand how frustrating it can be when outside noise interferes with your event. We apologize if there was any confusion or miscommunication regarding the source and timing of that noise, and we regret that you felt your concerns were not acknowledged in real time. In regard t

Business reply on Google

Thank you for taking the time to share your experience with us. I want to sincerely apologize that your long-anticipated stay fell short of expectations. Your frustration is completely understandable, and it’s clear we missed several opportunities to provide you with the elevated and seamless experience we strive to offer every guest. While our lobby is currently undergoing renovation to create a more modern and welcoming space, we regret that the temporary setup negatively impacted your experience. We're also very sorry for the lack of available late-night options and the confusion surrounding the food and beverage voucher. These are areas where clearer communication and better service would have made a meaningful difference. The delays you encountered at breakfast, issues with the soda machine, and lack of acknowledgment at checkout are unacceptable and not reflective of the hospitality standard we hold ourselves to. We have shared your feedback with the appropriate teams for immediate review and improvement. We understand how disappointing this must have been, especially given the price point and your excitement leading up to the stay. While we cannot change the experience you h

Business reply on Google

Thank you for taking the time to share your experience. We sincerely apologize for the disruption and disappointment caused by the relocation of your reservation — especially considering how far in advance you booked and the special plans you had made for your evening at White River Amphitheater. We understand the time, effort, and coordination it takes to arrange childcare, schedule massages, and secure dinner reservations — and it’s incredibly frustrating to have those carefully made plans impacted at the last minute. You’re absolutely right to expect more, particularly as a valued guest who reserved months in advance. While we strive to avoid overbooking situations entirely, there are rare instances — especially during high-demand periods like citywide events — when we are faced with difficult decisions. That said, being classified as a “transient” reservation does not make your plans any less important, and we regret that you were affected in this way. We also understand how the alternate location offered did not meet your expectations or needs, especially with such short notice and limited options elsewhere. Please know that your feedback has been shared with our senior leader

Business reply on Google

Thank you for taking the time to share your experience. We sincerely apologize that your visit did not meet expectations, especially during what was meant to be a relaxing weekend getaway for your family. It’s disappointing to hear about the challenges you encountered at the front desk, as providing warm, attentive service is something we take great pride in. I apologize for the disappointment in discovering we have removed our pool. We have removed it from our website and have done our best to ensure it has been taken off third-party websites as well. If you can remember where you saw the pool posted online, please let us know so that we can have it removed and prevent future miscommunications. We truly value your loyalty as a Marriott member and hope you might consider giving us another opportunity to provide the experience you and your family deserve.

Business reply on Google

Thank you for your feedback and for being a valued Marriott Bonvoy member. We understand your disappointment regarding the points and night credits for your recent stay. Per Marriott Bonvoy’s terms and conditions, only stays personally paid for by the member are eligible for points and elite night credits. When a company arranges payment directly, those stays do not qualify. We truly appreciate your loyalty and regret that this policy impacted your experience. If you have any questions about your Bonvoy benefits or future stays, we’d be happy to assist. We hope to welcome you back soon for another stay that exceeds your expectations.

Business reply on Google

Thank you for sharing your feedback. We’re glad to hear that you found our hotel and staff welcoming, though we regret that some aspects of your stay did not meet your expectations. To clarify, the $75 incidental hold is not a fee but a standard, fully refundable authorization that covers potential charges during your stay. Any unused portion is released upon checkout. Additionally, our smoke-free policy is in place to ensure a comfortable environment for all guests. Signage in our rooms informs guests of the $350 charge if smoking—of any kind—activates our sensitive smoke detection system. We understand that this situation was frustrating for you, and we appreciate your acknowledgment of the policy. While we strive to make all policies as clear as possible, we appreciate your suggestion regarding additional communication at check-in and will take it into consideration. We value your feedback and hope to have the opportunity to provide you with a seamless stay in the future. Please don’t hesitate to reach out if you have any further questions.

Business reply on Google

Thank you for sharing your feedback, and we sincerely apologize for the experience you described. It is clear that we fell short of meeting your expectations, and for that, we are truly sorry. We understand how frustrating it must have been for you and your team to encounter these issues, particularly during a high-demand event when accommodations are critical to ensuring a smooth experience. While overbooking is a practice that helps manage industry fluctuations, it is never our intention to inconvenience our guests, especially in the way you described. We also want to apologize for the way the situation was handled onsite. Your concerns, particularly regarding the availability and type of replacement rooms, the comfort of your group, and the lack of communication from our team, should have been addressed more thoughtfully and professionally. The experience you described does not reflect the high standards of service we aim to provide to all our guests. Please know that we take your feedback seriously and will be reviewing this matter internally with our team to identify what went wrong and ensure better solutions and communication processes in the future. We deeply regret that th

Business reply on Google

Thank you for taking the time to share your experience with us. While we’re pleased you appreciated our convenient location connected to the convention center, we’re truly sorry to hear about the aspects of your stay that fell short of expectations. We understand how frustrating it must have been to encounter challenges with room service fees, parking, luggage assistance, and late check-out. Please know that we are constantly evaluating our policies and offerings to better serve our valued guests, including Marriott Bonvoy members like yourself. Additionally, we sincerely apologize for the inconvenience caused by the elevator outage during your stay. We realize how important reliable facilities are to the guest experience, and we are addressing this issue to prevent future disruptions. Your feedback is invaluable to us, and we would appreciate the opportunity to regain your trust during a future stay. Please feel free to reach out directly if there’s anything we can do to make your next visit more enjoyable.

Business reply on Google

Thank you for sharing your detailed feedback. We deeply apologize for the issues you encountered during your stay, as this is certainly not the experience we aim to provide, especially in a hotel that aspires to offer luxury accommodations. The marijuana smell in the parking garage and the exposed electrical outlet you mentioned are concerning and do not reflect the standards we strive to uphold. We regret that this gave a poor first impression. Additionally, the issues with the fridge noise, bathroom lighting, towel service, and elevator malfunction are unacceptable. We understand how frustrating and disappointing this must have been, and we sincerely apologize for any inconvenience these matters caused. Please know that we are addressing each of these concerns with our team to ensure such issues are resolved and do not occur in the future. We appreciate your feedback, as it helps us improve, and we hope you’ll consider giving us another chance in the future to provide you with the high-quality experience you deserve. Thank you again for your honest review.

Business reply on Google

Thank you for taking the time to share your experience. We sincerely apologize for the confusion and frustration you encountered regarding the pricing and lack of communication during your stay. Clear and consistent communication is key, and it’s disappointing to hear that we fell short of that. We’re also sorry that the online authorization process didn’t work as it should and that you had difficulty reaching our team. This is certainly not the level of service we aim to provide, and we regret the headache it caused, especially when you were trying to arrange everything for someone else. While we’re glad you found the hotel beautiful, we understand your concerns and will work to improve in the areas you mentioned. Your feedback is invaluable, and we will be addressing these issues with our team to ensure better clarity and responsiveness going forward. We hope you’ll reconsider staying with us in the future so we can provide a much smoother experience. Thank you again for your honesty.

Business reply on Google

As has been shared with you multiple times, we have verified three times that the room that you were in does have a Marriott brand standard king-sized bed. We apologize if you feel you have been treated unfairly.

Business reply on Google

Hello Mr. Foss, I was unable to find a reservation at our hotel with your name on it. If you could please reach out to us by calling 317-860-5800 we will be happy to assist you. Thank you!