JW Marriott Grand Rapids — Hotel in Grand Rapids

**Update 2 stars down to 1 This review was originally a two, but based on my interaction with TJ at the front desk, it has now dropped down to one. Arrived back at the property at 1620 only to find out that the room has now been ready for an unknown amount of time. Allegedly the front desk associate placed a call to me and left a voicemail. This is a blatant lie. I did not have a voicemail and I’ve been waiting for this room for hours. I was also originally assuming the problem was with housekeeping. However, based on the complete lack of accountability and the interaction with TJ, it is evident that the front desk cause major problems as well.

TJ also used the self justifying language of we are all human and make mistakes as a justification for the employee not calling me. Whatever that means. You could justify anything with that logic.

I preface this review by saying that I am a Marriott Bonvoy Ambassador. Which means I stay over 100 nights per year in Marriott hotels and spend more than $20,000 on properties in the Marriott portfolio. I know the hotel business and I spend a lot in the Marriott portfolio. I Expect quality service based on what I am paying for.

I have to say that really comes with disappointment leaving a lower than average review for this JW property. The JW portfolio is my favorite Marriott brand globally, ranking higher than the Ritz Carlton. However, the JW Grand Rapids falls short, which is a shame Because I truly believe that some departments are trying. For instance, the Executive lounge on the 23rd floor is fabulous. There is a well-stocked fridge, snacks, and a full coffee machine. All of which is available all day long which many properties do not offer.

However, when it comes to the most important interaction with the property which is actually receiving a hotel room, it leaves much to be desired. Now, I will say that I do have unrealistic expectations sometimes about hotels. I expect properties with a price premium and stellar reputation to go above and beyond. But that is also why I am willing to pay a price premium to stay at a place like the JW. Essentially on arrival I pre-registered early on in the day fully expecting that a room will not be available. The front desk advised that the room was already vacated. It and was in the process of being cleaned. Around 145 when I checked back, I was advised that the room had been cleaned, and was simply waiting for housekeeping supervisor to inspect the room. As of this review it is more than 90 minutes later and the inspection has still not been completed. As far as I can tell I am one of the only guests still in arrived but waiting for room status. I think my real frustration here is with the housekeeping team and their supervisors inability to jump on a room inspection for a waiting guest.

Again, there were other rooms available. That’s not the point. The point here is that a key department of the hotel failed to take action on what was necessary based on a guest.

And the fact that a housekeeping supervisor is not willing to jump on an inspection, is indicative of a property that has growing issues with one of their court teams. I imagine that the future will hold future service decorations.

So, if you are wanting to pay a premium for a property that will go above and beyond I suggest finding a...

The JW Marriott Grand Rapids is understaffed in the restaurant, front desk, and housekeeping. We understand the staffing issues facing many businesses. We could be patient with the long line to check-in, as we could with the shortage of servers in the restaurant. What was not acceptable was the hotel not informing us there was no housekeeping over the weekend…none. We came back from a long day out and were surprised our room was untouched. We don’t’ need fresh sheets, the bed made and, typically don’t need fresh towels. We are happy to reuse to be environmentally conscientious. However, my wife had been unwell when we checked-in and when she showered the next morning. Both used bath towels were put in the tub to make it obvious we needed clean ones. When we returned to our room to discover it untouched, we assumed a simple oversight by housekeeping. When I called the Guest Service # it was only then we were informed of no weekend housekeeping. I asked for two bath towels. I was informed that my reservation confirmation should have stated no weekend housekeeping and that the front desk should have informed me at check-in. It did not and they did not. I reviewed all 3 email communications from the hotel and nothing was mentioned. Interestingly, it did mention all the efforts they were making to make the hotel extra clean with regards to current epidemics. I then called the front desk and asked for a manger. None was available but I did receive a call back from a very pleasant gentleman. He stated I should have been informed, he noted the staffing shortage issues had been very challenging and he also noted that the hotel had decided to open again back in November even though they knew they were understaffed. I told him I felt misled by the hotel. We should have been informed. I then asked if I was being charged the same rate for no-service days as I was for days with service. He told me I was. I shared that was unethical. He replied those issues were not within his authority to influence. I asked if he would please have the General Manager call me. He shared he could only tell her assistant to convey the request to the GM. (A hint that the GM is insulated from most staff and certainly from guest issues.) He did give me the email address for the GM. I wrote her an email expressing that my wife and I felt misled by the hotel and that the charging us full rate regardless of no-service or partial/full service was unethical and should be reviewed and changed. I did not receive a return phone call. I did not receive a reply to my email. I strongly recommend you stay away from the JW Marriott Grand Rapids for a few months. Although some of the staff we met were pleasant and professional, it is obvious the GM and perhaps even other management staff are giving first, second, and third priority to the almighty dollar and doing so to the detriment of...

Disappointing Stay at JW Marriott Grand Rapids: High Expectations, Low Delivery Overall Rating: 2/5 Stars I’ve always been a fan of the JW Marriott brand—our stay at the JW in Cancun was flawless, from the spacious rooms to the impeccable service, which is exactly why we chose this location for a quick getaway in Grand Rapids. Unfortunately, this experience fell far short of that luxury standard, leaving us feeling overcharged for subpar accommodations and indifferent staff. At around $300+ per night, it just didn’t feel worth it. Our check-in was scheduled for 4 PM, but we arrived early around 2 PM, exhausted from travel. The front desk politely said the room wasn’t ready but promised to text us when it was. Fair enough—we grabbed a bite nearby and returned to wait in the lobby. We sat right in front of the desk, visibly tired and scrolling on our phones. Not once did anyone approach us, check in, or even acknowledge we were waiting. We watched other guests arrive and breeze through check-in without issue. Finally, my husband walked up again to inquire, and they handed over the keys like it was no big deal. No text, no heads-up—it was oddly impersonal and made us feel invisible, especially in a “premium” hotel. The room itself (a standard king) was a letdown from the start. It felt surprisingly small for a JW property, with a tiny vanity counter that barely had space for both my husband’s toiletries and mine— I have to wait for him to finished before I can brush my teeth and do my skincare. Worse, the bathroom reeked of vomit on the first night; it was so off-putting that we had to keep the door shut while sleeping. The room was stiflingly warm too—I usually run cold, but even cranking the AC to 70°F felt like a sauna, and dropping it to 68°F didn’t help much. Adding to the discomfort, the sheets were itchy and rough, making it impossible to get a good night’s sleep. I couldn’t tell if the itchiness was from the heat making me sweat or the linens themselves, but it kept me tossing and turning. The next morning, I flagged these issues at the front desk. They sent housekeeping promptly, who changed the sheets and deep-cleaned the bathroom. That helped somewhat—the new linens were softer and more comfortable, and the vomit smell faded to a faint trace (though it never fully disappeared). Sleep improved on night two, but it shouldn’t have taken a complaint to fix basics like this. The lack of proactive care (like that check-in fiasco) soured the vibe. Location is a plus—downtown Grand Rapids is walkable and vibrant—but that’s about where the positives end. If you’re expecting the polished, seamless JW magic we got in Cancun, skip this one. It’s a solid mid-tier hotel at best, but the price tag screams luxury it doesn’t deliver. We...