JW Marriott Hotel Chongqing — Hotel in Chongqing

Truly disappointed with the service that JW Marriott Chongqing Hotel provides. My family have a once in a year family trip visiting China, and we brought them to Chongqing. ||We picked JW marriott CQ thinking that the service, professionalism, and expertise will give my family who is visiting China the best experience in getting to know Chong Qing.||We booked a travel service from the Concierge Chris, and we were truly disappointed that the 3rd party travel provider that they found was really bad. ||The tour guide that was referred to us, Du Lala was really inexperienced, not knowledgeable, and has no idea about the places in CQ. When we asked her questions about the place we visited, she just gave general info. ||Even when we arrive on our first "Tourist place" at Hongya Dong, she was telling us after we arrive that we can wonder off on our own, and let her know what time she should come and meet us. Only after my husband showed her the Xiao Hong Shu places for us to go to the top, then she took us for the walk. Lucky we insisted or else we would have been left wandering off on our own.||Another place we went, it was an old Teahouse store that originated since the Qing dynasty? at another location. When we asked her about the story behind it, she told us that she's never been there, and even said that "the place is newly opened". OMG, how can something so old like few hundred years old be newly opened?? We were already so upset with her service.||In the end, we just used her service as our photographer to help us take picture as we did not bring a tripod. And not only that, when we were taking photos on our own, (without asking for permission), she was talking pictures of us! That is not professional at all and totally rude. We asked her to not do that and delete the photos. But I doubt that she did anything about it.||The car that we got was also kind of dirty and broken, that the car felt stuffy after awhile with the driver's driving at time quite dangerously. ||Our extra bed for our son in the room was also very horrible. he had body ache all over as the spring mattress was really bad. ||Breakfast was also bad, that for such a great hotel like JW Marriott, they should have offered some local food for visitors to try, or have more variety of food. ||We also used another concierge service from Bieber and Jim. They are pretty good. Bieber was explaining a lot of the sightseeing places in Chongqing, and Jim was very helpful when he helped us booked the tickets for the performances.||JW Marriott should have used a more reputable and better travel agency when they recommends customers for their service. With such a bad service, my family trip was ruined on the first day. Lucky we booked our own car and able to go better places on our own.||Though I trust the brand since we are a Titanium member, I feel that we get a better stay at the Westin liberation square where the food, the service, and the rooms provides better comfort...

Not a very pleasant stay but what I'm gonna say is only my experience and it does not necessarily mean to change any of your decision of choosing this hotel.

Hardware: my room had a funny smell, specifically mold smell. shower door does not fully close allowing the water sort of to wet the floor. i guess the gym is also for outsiders, which i could understand, as the hotel got to make money in any way that they could but this makes the gym kinda busy and you have to wait till your turn to use equipment. If the hotel wants to do so, please add more equipment.

Services: arrived at hotel at around noon time. Some people were checking out and some checking in. The counters was sort of messy. No one was lining up and seems no staff cared enough to help line up the customers. worst experience with breakfast. No staff led you to the seat and no one offered you coffee or tea and had to brew a cup of coffee myself. No staff at egg station and had to wait like 2 minutes or so till staff showed up. (You can say i'm too fussy but when all unpleasant experiences put together, this waiting 2 minute thing became a trigger). Ordered omelette but came up with scrambled eggs, and the staff at the egg station was blaming me just because I chose too many fillings. You got to be kidding me.

But must say that the staff at the check-in counter was friendly, at least the one who helped me check in; and the two young doormen working out there in the morning were very passionate and helpful. It was raining hard that morning and it was rush hour. They did what they could do to help customers to get a taxi.

Putting all together, you can say i'm too fussy but when it's JW Marriott, of course i was expecting for a...

Marriott is usually pretty consistent with their brand standards but the JW Marriott Hotel Chongqing somehow is a 2-star hotel experience under the guise of a 5-star hotel.

Firstly, the lobby and check-in experience is extremely hectic and disorderly and the lobby felt like a bus station. There is an elite member desk that's tucked to the side but no one is managing anything and folks just cut ahead without anyone caring. The check-in agent was completely indifferent and not welcoming in the least. Our luggage was left off to the side with no offer to help us take it to our room.

The room itself was nice, but in dire need of an update. We encountered a few issues with other guests smoking which we could smell in our room and the response by the staff was again, complete indifference, and they said they would "remind" the guest that was blatantly smoking with their door open and staff walking the halls.

The buffet breakfast experience left me scratching my head wondering how anyone could be fooled into thinking this is anywhere near what a 5-star hotel would offer. There's no semblance of service and you are basically herded into the room and left to fight with the rowdy crowd.

There were some hotel staff that were genuinely helpful and friendly, but is unfortunately the exception. In Asia even a lower end hotel like a Courtyard normally gives a much higher level of service than I experienced here, and it's really unfortunate that guests are being fooled into thinking they will get a 5-star experience when...