JW Marriott Hotel Bangkok — Hotel in Khlong Toei Subdistrict

Not welcomed as an Elite Member. Informed no Gold Elite Member benefits at this property (not even a late checkout). Air condition failed to work properly for 2 of the 3 nights we stayed (staff verified and repaired for our last night). The Japanese TSU restaurant serves Norwegian FARMED salmon, and fails to advertise as such, manager states same supplier for 7 years, glad to know they have a sustained track record of serving lower quality salmon. Same restaurant, avocado salad was 99% iceberg lettuce and a few pieces of avocado, absolutely horrible, didn't eat. Chinese restaurant food and staff are EXCEPTIONAL. The steakhouse restaurant all food and staff are EXCEPTIONAL, except the steak (Australian, grass-fed waygu beef - very tough, no fat marbling). Same manager will "check his supply chain". Mini-bar not stocked for 2 days, claims covid-policy, but will stock upon request; no policy posted in the room, took 45 minutes for the staff (management) to find the policy, in another room on the 17th floor (not our floor). See attached photo, this was our "stocked" refrigerator after multiple requests, and they supplied no other condiments that were on the mini-bar menu list. Operator informed us we were in a Test & Go covid quarantine room....we were not in quarantine or part of the Test & Go program. I asked mid-level management to speak with the general manager (Peter) three times. Peter NEVER contacted us. The staff either failed to inform him, or he was to busy for feedback from loyal Marriott members. We are a mixed-racial couple and some of the staff look down on my wife, this has happened before at this hotel. The staff/management have a pattern of failing to do their jobs properly and then apologize profusely and offer some type of benefit. We were offered the executive lounge, even though we said No Thank You, we didn't use it our entire stay. Upon check-out the staff credited our Bonvoy account 50,000 bonus points, which we also said we didn't want, but the Director of Rooms insisted. This was the most frustrating stay I have EVER had at a Marriott property, with over 500 stays as a Gold Elite for Live member.

I feel all the failures of the staff (which there were many more than listed here) are a reflection of management at this hotel. They can choose to look themselves in the mirror and acknowledge that they fail on so many levels and correct their mistakes, or view my post as just a complaining customer, that is up to them. I would gladly trade all the frustration I endured during my stay for a happy, positive experience and forgo the 50,000 bonus points. It is a shame we had such a poor experience as the property itself is beautiful and in a good location. We will NEVER return to this property again.

Lastly, we were informed on the first day that there were no rooms available for a complimentary upgrade, which was odd, as they barely had any customers. Later we were informed that the staff misinformed us, rather the staff decided not provide us a complimentary upgrade because the upgraded room is not as nice, it has a desk and small chair, as opposed to a round table an long couch. I later saw the room, and I agree the room with the round table and couch is nicer, however it would have been nice if the staff informed us of the room choices and allowed us to make the decision.

-Disappointed Marriott...

Great Location and Warm Service, but Noise Management Needs ImprovementMy overall experience at this hotel was quite positive, especially due to its excellent location and friendly staff. However, there are some areas that could be improved.1. Convenient Location for Easy TravelThe hotel is located in the heart of Bangkok, making transportation extremely convenient. Whether taking the BTS Skytrain, hailing a taxi, or using a tuk-tuk or motorcycle taxi, getting around is hassle-free. The surrounding area is well-equipped with amenities, including convenience stores, pharmacies, and nail salons. The nearby mall features a Starbucks and a Middle Eastern restaurant (unfortunately, I didn’t get the chance to try it). Additionally, there is a supermarket on the ground floor, and the hotel is connected to the mall via a pedestrian bridge, making shopping and commuting effortless.2. Warm Service and Friendly StaffThe hotel staff were warm and welcoming, with several front desk personnel and lobby managers able to communicate in Chinese, ensuring smooth interactions. They always greeted guests politely, which created a welcoming atmosphere. A special mention goes to the beautiful and enthusiastic young woman in a red qipao at the entrance—her hospitality left a lasting impression.3. Satisfactory Facilities and BreakfastThe room facilities were basic but functional, and the breakfast was diverse and well-prepared, providing a great start to the day. The attentive breakfast service also added to the pleasant experience.4. Areas for Improvement: Noise Management and Service DetailsDespite the overall positive stay, noise was a significant issue. Bangkok’s tuk-tuks and motorcycles operate 24/7, making the first night in an 11th-floor room facing the main road extremely noisy and difficult for rest. The next day, I switched to an 8th-floor room away from the street, but there was still a persistent low-frequency humming sound at night, likely from an electrical room. Even the hallway was affected by this noise, forcing me to change rooms again late at night.I had specifically requested a quiet room upon check-in, but the front desk still assigned me to two different noisy rooms before finally finding a quieter option. This suggests that the front desk staff may not be fully aware of the noise levels in different rooms or did not take the request seriously. Improving room allocation based on guest preferences would greatly enhance the experience.Another issue was at the poolside front desk. When I asked for mosquito repellent, the staff initially seemed to be fetching it but then returned and simply said there was none. This response felt dismissive. Given that the pool is an outdoor facility, it would be reasonable for the hotel to provide mosquito repellent for guests’ comfort.5. Overall RatingThe hotel’s prime location and friendly service make it a great choice for travelers who want easy access to Bangkok’s attractions and transportation. However, noise remains a major concern, and I hope the hotel can take measures to improve soundproofing and better allocate quiet rooms upon request. Additionally, small service details, such as providing mosquito repellent at the pool, could further enhance the guest experience.If these issues are addressed, this hotel could become one of the best accommodation choices in...

A terrible smell greets you in the lobby , indifferent and inatentive reception staff. Going to room the whole place stank of old cigarettes even as they claim to be smoking free,,,. Room size good and fairly clean for 3 star hotel, . Hotel is in a dead street in soi 2 and about a 15 min walk to the main road and any amenities, as i have mobility problems i took this hotel as they stated that that they had a took took for quest. Before leaving i asked the took took driver about times they operate and planned my evening around being back before 8 pm to get lift back to the hotel too far for my leg to handle. Was told when i rang by reception that the took took had finished ,,it was 7 pm they just decide to change time whenever they want to save some wages. So i had to order a taxi but couldn't so i had, to go the 1000 metre. Back. On getting back to my room my key card would not work. My leg now was in terrible pain from all the extra walking , so i rang the desk and tried to explain that my key card wasn't working. The desks english was terrible and keep telling me that there was no took took at this time. So i went down to the lobby again and had to use sign language to get them to understand that the key card was not working , they pointed me back up stairs and told me to wait. I did and waited in the cigarette stinking unaircond ironed hallway for 15 min sweeting and with my leg screaming in pain. I rang reception again and same story about the took took. Omg ,, i must admit i started to loose it . in another 4 minutes they arrived and asked for the card and yes it didnt work for them. I was told by the attendant to go back to the lobby and get another. i said no i was not moving ,,he would have to go back and get the new key and bring it back as i could hardly stand my this stage. I waited another 5 minutes and a very angry looking attendant handed me the new card and started to turn away and i asked him to stop and show me that the the card was working he glared at me but tried the card,, and you guessed it the card didnt work . I told him to go back and get me one the works as my leg was screaming in pain and i was completely soaked in sweat in the hot cigarette smelling hallway. They came back 8 minutes later opened my door and turned and left with a very angry manner . As i always only book one night at a hotel i have never tried before i checked out in the morning and found another hotel around the same price in soi 4 nana alt. Same price same size rooms better staff no horrible smells and a took took that ran till 12 pm ,,and stayed there 2 week . This place was my worst experience in 15 years of going to bangkok hotels,,,, STAY AWAY,,,,,,is my...