JW Marriott Miami Turnberry Resort & Spa — Hotel in Aventura

Being in hospitality over 10 years, I normally hate leaving bad reviews. I like to give the place a chance to explain or remedy the situation. I called this hotel and asked for a manager before sharing my review. I was told I can leave a number and they’ll call me back- no surprise I never recieved a call back. This hotel didn't make an effort to take responsibility or remedy the situation during our stay or after. Upon check in, we were never informed of any issues going on with the pool. My wife and children had to walk there to find out from other guests that the main pools and slides in the water park area were all closed due to a water pipe burst. The waterpark was a main reason we booked this hotel. We then had to walk back to another smaller pool that was packed due to the closure. The front desk was also way understaffed, so people like myself were waiting half an hour plus to check in or even just get a room key on multiple occasions. When I asked the supposed male manager at the desk if he had any help, he said they were all on break which was hard to believe. It was him and a new hire that needed help during every transaction. All this being said we tried to make the best of it and didn't complain once. We had an amazing dinner at the steakhouse which was probably the only highlight of our stay.

The following morning we got up excited to put the following day behind us and enjoy the resort and all it had to offer. My wife made her way to the waterpark and I followed shortly after with the kids. She called me and said the pool there was still closed and may possibly open at noon. On the way to dropping my kids off to my wife, I stopped at the other pool in the hotel and asked for towels where two gentlemen denied me and said I would have to go to tidal cove waterpark as the pool there is open. I said no it's not, where they proceeded to talk to me like I was dumb and argued. I said I need two towels. They said sorry we don't have any towels for you while standing next to the big stack of towels. I went to the front desk and asked for MOD; they presented me with the front desk manager who also told me I was wrong until she decided to double check. She came back and said it's opening at noon possibly, but thought it was open. No apology, which was more frustrating to me. I asked the manager what the requirements were to get towels for the pool, since I was denied. We walked together back to the pool where she told the two gentlemen that the waterpark pool was closed and to give me towels. They rolled their eyes at me and were giving me death stares, not once an apology or any sense of liability. The disrespect of refusing a hotel guest towels is the lowest class of customer service I've received in my life. The waterpark and pool did eventually open up closer to 1pm, but still had hiccups throughout the day with the different attractions.

I've stayed here before and have enjoyed my time there. What used to be supposedly a high-end country club hotel and resort seemed more like a nice building with some of the worst service I've ever experienced. I will say it wasn't all bad: bellhops, bartenders, Security, and maintenance, were top notch. Front desk, managers, and anyone responsible for day to day operations and communication need to be reviewed and come up with a plan to fix it. All in all do not stay here not worth the money based on the service offered. I would've paid double to not have dealt with any of the headaches I had and zero apologies. This place has taken a big hit in service and it's a shame what used to be a great place to stay now is no different from staying at one of the hotels on the side of the freeway. If anything those hotels may even offer...

If this was a cheap 3 star hotel, it would deserve 4 stars. For a 5 star hotel at this price, it deserves 3 stars at best. Very disappointing and not worth what we paid. We were traveling for a conference so did not have a choice of hotel.

Check in was easy and quick, but we arrived at 11:30am. They upgraded our room when we asked if there was a better option available and it was ready immediately, which great and unexpected. After that it was all downhill. The front desk line was always long, chaotic and cramped. Passing through the lobby became very unpleasant.

Room- toilet was broken and either would either not flush or keep flushing. We did not want to deal with asking for maintenance or a room change. TV remote needed batteries which we didn’t know until we went to turn it off late at night (it had the time, weather etc so we’d left it on) and they were not able to provide batteries at that time so we ended up having to unplug it. The bedding was nowhere near the quality I would expect. Mattress pad that is too small is strapped onto the bed and you can feel every strap. The bottom sheet is not fitted so slips around while you’re sleeping, along with the mattress pad. There was a lumpy, crumpled tag in the middle of the bed by our feet that bothered us both throughout the night. Overall the bed itself was okay, but the bedding made sleeping uncomfortable. There is no fridge or microwave in the room, but I did find out I could request one from another guest. The shower, soaking tub and robe were the best part of the stay.

The noise of doors slamming and people walking by is LOUD. The saving grace was that the alarm clock has Bluetooth so I was able to connect my phone and play white noise. Other colleagues reported guests in rooms near theirs keeping them up and partying until 5am.

Housekeeping took our dirty towels and left us without bath towels so I had to request more and wait for them to be delivered.

There were frequently children both at the “adults only” pool; as far as I could tell they were not asked to leave. In addition, they allowed a group of college kids to bring a speaker into the pool area and blast music. Trash bins at the pool were overflowing. You have to go to the pool attendant to be set up with pool towels but in general they seemed not to want to be bothered. One pool attendant had headphones in the entire time and appeared to be on the phone while working. It was always a very awkward experience.

Although the water park is advertised as part of the resort, it is actually open to the public and extremely overcrowded.

Selection overall is limited, and selection for the price is horrible. Obviously everything at hotels and in this area is overpriced; this goes beyond that.

There is only one pool, no hot tub, and the pool “bar” is actually more like a glorified bar cart. To be advertising this place as a “5 star resort” is laughable.

There was a language barrier with most of the staff we encountered. We had stayed at another hotel (4 stars and less than half the price) the prior two nights and although English was also clearly the second language of most of that staff they were hospitable, attentive, and able to more than effectively communicate with guests. The staff at the previous hotel made us feel not only welcome but like they truly enjoyed their jobs and hosting us; this one made us feel like a nuisance. I actually ended up in tears that we had left the other hotel...

When you read this review, you won't believe all these things happened at what is supposed to be a high end luxury resort. But on my birthday weekend, this turned into the worst hotel experience of my life. No exaggeration.

Phones didn't work first day - had to call hotel via outside number to have someone come to fix the phone. When maintenance came to fix phones, he said entire hotel's phones were down due to network issues , and should come up later that day.

Couldn't call housekeeping to make up room since phones were down . When phones did come up, tried several times during our 3 day stay, and phones were never answered. Our room was never made up during our entire stay.

There is no decor in guest room hallways, for what should be a high end brand hotel. . Barren walls and credenzas (see photo) . We had stayed at this resort multiple times before it was JW Marriott, and the decor was much nicer. Now there is NO decor in the hallways.

Driving range - in abysmal condition - see photo from our room.

Spa - checked in on 1st floor , they send you to 2d floor where receptionist said Spa attendant would greet me. Nobody was there. Had to have one of Spa therapists walking by try to find the attendant so I could change in locker room .

AC doesn't work properly - difficult to sleep as room was too warm, didn't cool down properly . And no, our patio door wasn't

NEVER ANSWERED PHONES. Called in room dining multiple times, let phone ring for 10 minutes one time, called Guest Services hoping they would answer if routed from Guest Services but NOOO. Infuriating.

Finally got Guest Services to call in room dining.

When food finally came, it was WRONG! We received a chicken breast instead of grilled cheese sandwich.

Again ln Room Dining would never answer phone. So called Guest Services to have them call.

Finally got in room dining to send correct order, BUT THEY DIDN'T CHANGE TICKET! Wrong item was $4 more than correct item!

The waiter took credit card to rerun updated ticket, but never returned card! Went through same issue trying to call in room dining multiple times, finally had guest services call once again, and they were trying to find credit card, saying it could have been run in multiple places throughout resort. I had to tell them ask waiter where he ran it, and check there. Waiter claimed he returned it, BUT HE NEVER CAME BACK, with updated bill or credit card!!

After multiple additional calls, they could never find credit card.

At the same time we're trying to get lunch ordered correctly, we had been trying to watch final round of the Open Championship July 20.

And I kid you not, the TV went out. We tried unplugging and rebooting everything, but didn't work.   Had to call multiple times, missed last 1.5 hours of Open.  Finally maintenance came, had to spend 20 min in room, finally fixed TV but by then it was an hour and a half later (130pm) and The Open was over.  Maintenance guy said entire property was having issues with TVs. Said he was going to send Internet tech to fix sound issues (not sure why he couldn't do that also) , but we said no, it's too late now, as we were tired of doorbell ringing all afternoon.

Called at least 20 times on Sunday 20th. This can be verified if they have any sort of call tracking, which I imagine they don't.

Almost every time went on hold

PHONES WERE NEVER ANSWERED! THIS IS A JOKE OF A HOTEL. THE WORST I HAVE STAYED AT...