JW Marriott Las Vegas Resort & Spa

Business reply on Google

Berenice, We are so sorry for the terrible experience you had with our hotel. We understand the need of sleep and feeling well-rested. Our sincerest apologies and please know this will be brought to management's attention. We appreciate any and all feedback. Best, Ashley

Business reply on Google

Dear Ardy, Thank you for taking the time to share such candid feedback. We are truly sorry for the frustration and embarrassment this situation caused you and your wife. A gift is intended to be a seamless gesture of kindness, and it is clear that in this instance, we failed to meet that standard. Hearing that the recipient was placed in an uncomfortable position is deeply disappointing to us, as it is the exact opposite of the experience we strive to provide our guests and their loved ones. We also want to apologize for how our follow-up communication was perceived. While technical or administrative discrepancies may occur behind the scenes, we understand that from your perspective, the only thing that matters is the reliability of the service you purchased. It is clear that our initial attempts to make things right did not align with the level of inconvenience you faced, nor did they reflect the high standards of accountability we set for ourselves. Your feedback regarding our resolution process has been shared with our leadership team. We take your comparison to world-class service standards seriously, and we will use this experience as a critical teaching moment to ensure our r

Business reply on Google

Dear Alison, Thank you for sharing such candid feedback regarding your recent stay. I am genuinely sorry for the frustration and inconvenience you experienced. You are absolutely right that consistency is the foundation of excellent service. While our security policies are in place to protect our guests' accounts, I completely understand why it felt illogical to have that policy applied sporadically after several days of seamless transactions. Your feedback regarding the lack of clear communication and the "canned" nature of our follow-up is well-taken; we aim to treat every guest as an individual, not a "policy point," and it is clear we missed that mark here. We appreciate you bringing this to our attention so we can address these training gaps with our management team. We wish you the best in your future travels. Best, Ashley

Business reply on Google

Dear LB, Thank you for taking the time to share your feedback. I can certainly understand your disappointment regarding the pool hours, especially when you’re looking forward to making the most of your stay and the resort amenities. Operating a resort in the heart of the Mojave Desert presents some unique challenges that differ from other climates. To ensure the pool remains a refreshing oasis, our teams utilize the early morning and late evening hours for intensive maintenance, chemical balancing, and temperature regulation, which are critical when dealing with the desert’s extreme heat and evaporation rates. We set our hours to ensure that when the gates open, the environment is at its absolute best and safest for our guests. That said, we hear your feedback regarding the value of the resort fee, and I will be sharing your comments with our leadership team as we constantly review our seasonal operations. We appreciate your patience and hope to have the chance to welcome you back. Best, Ashley

Business reply on Google

Dear Chrissy, Thank you for being a loyal Platinum Elite member and for choosing to return to the JW Marriott Las Vegas for such a momentous occasion. A 50th anniversary and a birthday celebration are "once-in-a-lifetime" events, and it is deeply disheartening to learn that we failed to honor them with the excellence you experienced during your August visit. You hit the nail on the head: a luxury brand is defined by how it handles the "small oversights." We want to sincerely apologize not only for the missing amenities and the room assignment errors but, more importantly, for the lack of follow-through from our leadership team. Providing a "meaningless resolution" is not our standard, and we are concerned that we added a burden of "work" to your stay when you should have been focused on your family. On a positive note, we are so pleased that Rochelle at Hawthorn Grill was able to provide the level of warmth and professionalism you expected. I will personally ensure she is recognized for being the standout during your stay. Your feedback regarding consistency and accountability has been shared directly with our Executive Leadership team. Best, Ashley

Business reply on Google

Thank you so much Zoraima for sharing your honest feedback with us. Please accept our sincerest apologies that your stay did not reflect the high standards we pride ourselves on. We are truly sorry for the cleanliness issues you encountered upon arrival; discovery of hair in the shower is certainly not the 'welcome' we intend for our guests. Additionally, we understand how vital rest is to a spa experience, and we regret that housekeeping activity disrupted your quiet time at 8:00 am. Please be assured that I have shared your comments directly with our housekeeping leadership to ensure more focus on fine details and a quieter environment during early morning hours. We would love the chance to welcome you back in the future for the seamless, relaxing experience you deserve. We appreciate any and all feedback. Best, Ashley

Business reply on Google

Hi Alina, I am so sorry for this experience with the Spa. We appreciate any and all feedback. Best, Ashley B Marketing Coordinator