JW Marriott Las Vegas Resort & Spa — Hotel in Las Vegas

We have been staying here often since this hotel opened. It is close to family and it feels like home. When our parents were hospitalized, this became a home away from home for me and my family. We have spent many, many nights here over the years.This trip:, we flew in 7/15 and arrived at the Palm Tower for our week stay. We were greeted by Trea. I love that he always recognizes us and always says welcome back. He is a five star asset to this location!. The hotel itself has really lost its luster this trip. We are extremely disappointed. To begin, the toilet handle wasn’t working and the sinks were clogged in the room. We asked maintenance to come out. When he arrived he said he was only there to fix the toilet handle The very next day, the other sink clogged. Next, we tried to order food and the desk phone wasn’t answered. Reoccurring theme. We used our cell phone to call the restaurant direct. When hubby picked up the order one of the two items was missing. He was charged for it, but nobody at Earl Grey checked it. He had to wait another 14 minutes for fries. By now- the food was cold. Monday, we had housekeeping just switch out towels as we were in the room still. Housekeeping service used to come in the morning. We were gone all morning. Nobody came. We realized we needed TP. We had to ask the front desk FOUR times. Not the desk persons fault. He was a nice guy.. I was ready to head to Target. We decided to go relax at the pool. We ordered 2 drinks and the waitress asked us where we were sitting. We told her, right here. Two hours go by, no bill. Hubby went to the shack to make sure our drinks were paid for and was told she closed us out. We never left our spot and she added her own large tip. We are great tippers and never left our location but we should have been handed our bill to tip as we deem fit. Not have the server tip herself. Back to room two guards are with a woman who is hysterical in the lobby. Not relaxing. Hope she was safe and ok. Went back to the pool, bio hazard- “you must leave this area right now” I’m sorry young lady, could you ask politely? I understand the urgency, but no need to be rude. Where is the Marriott service we have come to know and love here?! So, it’s Tuesday. No housekeepers ever came. Had to call at 1:30 to ask for housekeeping. Sinks still clogged. Next, a disgusting sewer smell that permeated the lobby and creeped into our room. Gross!! This happened last summer too.Left the room to escape the sewer smell. Someone leaked a drink early in the morning and the stain was still all over the tile, five hours later between the palms tower and Starbucks. This never used to happen. The hotel prided itself on being impeccably maintained. Tonight, thought we would grab a late dinner. We missed dinner and figured we would eat back at the hotel. Headed to Earl Grey at 9 pm. Closed for maintenance. Go to deli per signage. Deli is closed. Nice employee Michelle said , “We will get you into Earl Grey for a quick meal since the deli is closed” We were grateful as we had not eaten. Another five star employee who exemplifies the Marriott we know and love. Server one and front desk glared at us. WHAT? Server two, young male, must be new, said,” What would you like”. Literally, just sat down less than 30 seconds. . I said, May we have a moment to look at the menu. Response: “No, I need your order right this second”. Exact words. I was appalled. I said “We just sat down and haven’t even looked at the menu yet. ”. Again he said, “my manager said you need to order right this second.” I was blown away by the rudeness and lack of training. Again, where is my Marriott I know and love?? We have four days left. Do I really want to finish my stay here? Currently undecided and very sad my favorite hotel is such a disappointment this trip. Shoutout to Trea and Michelle. If not for their wonderful customer service, this trip would be zero stars. The attention to detail that we have often associated with our stays here is missing in a very big way. The cost isn’t...

This was my first time in Vegas. I was at this hotel August 3 to 6. My wife was attending a conference during the two days, leaving me time to explore on my on. The hotel is about 20 minutes away from the Strip by Uber. The area is nice but nothing is walking distance from the resort.

The room was on the second floor of the Spa Tower. It was large with a nice balcony (which would have been enjoyable except the daytime temperature was 105F) and a bathroom with a jacuzzi tub, separate shower, and water closet. There was a huge TV, easily 55 inches with std cable channels.

The room features a ceiling fan. Unfortunately, the blades were unbalanced, and the fan wobbled loudly (and scarily), even at the lowest setting. I alerted the front desk. They sent a technician, but it only resolved the issue on the lowest setting, which was too slow to move any air. That would not have been a problem except the air conditioning was not able to cool the room below 76(f) in the daytime, and 74 at night. If you like to sleep in a warm and stuffy room, then this room was made for you! I don't. I complained to the front desk about the air conditioning on the morning of the 4th and the 5th. I also told them the fan was still not working properly. Each time, the front desk seemed genuinely concerned and promised an engineer would check into it right away. An engineer stopped by mid-morning of the 5th and said everything was working properly, and we must have tried to run the A/C with the balcony doors open. I was stunned at that response. I had made sure the doors were closed the first day!

The front desk made effort to further remediate the problem - no offer of a different room or anything else.

There is a very large swimming pool. It closes at 7pm. Although I saw posts saying that was too early, I have found that most resorts (other than all-inclusives in Mexico) close the pools in the early evening to ensure the noise is minimized as dinner time approaches. The cushions on the pool lounges are worn and are due for replacement. There are only a handful of umbrellas around the lounges, and if you want one, get to the pool no later than 9:30am: otherwise you will be baking in the sun.

The tables around the perimeter all feature an umbrella and four cushioned metal tables. The tables need a good scrubbing to remove dried-on food. I was not able to find one that was clean.

There is a casino. I don't have any basis to rate it. I am not a gambler. I played a couple of slot machines until I lost $10. There were a lot of people in the casino, but there was plenty of space for more players. The casino has a non-smoking section, but the air quality in the smoking section was far better than casinos on cruise ships. I didn't have any problems walking through it, and smoke generally makes me sneeze.

The concierge desk was fantastic! Abra was the person who helped me and did a truly great job to help me find a show that fit with the time constraints imposed by my wife's conference.

The food in the Italian restaurant was excellent and the waiter was very attentive. The prices were reasonable for a resort and dinner for two with a cocktail and dessert was only about $100 before the gratuity. I would go there again

The night we went to the steakhouse (Hawthorne's) I was not hungry and ordered only the French onion soup and a side of spinach. Both were first rate. My wife ordered lamb, and it was also very good. Steaks started around $65. That seemed high to me, but I had never been Vegas before.

The grounds of the resort are very well maintained and they do a lot to make walking outside enjoyable.

I thought the staff's attitude toward providing outstanding service was excellent and I give them five stars. I don't think the AC / fan issues were indicative of the staff. I see those as isolated occurrences. However, one of the main functions of any hotel is to provide a comfortable place to sleep, so I think the inadequately cooled room is a major fail, and I can't give this place more...

Disappointing stay a few weeks ago. Came here on business. I had requested in advance to be in the spa tower (if possible) as I like to be away from the casino and find the parking easier near the spa tower entrance.

Since this is a business stay and it gets direct billed on my corporate credit card through my company's travel agent, I always check in through the mobile app in advance. I always also ask for a mobile key at that time. I often arrive later in the evenings, after business meetings. I am tired and just want to go straight to my room. My credit card is on the profile and is automatically billed...yet every single Marriott makes me stop at the front desk before they will give me a mobile key. Even if I have stayed at that location for business on the same card in the last few months. This JW did not fail to disappoint here--same process.

Not only was I placed in one of the furthest rooms away in the tower near the casino, I needed to wait a good 10 min to check in with two people working the desk with only one customer checking in. The gentleman who then helped me seemed unsure of himself and scribbled 2542 on my room key holder. I already had parked and had my suitcase with me, so I shlepped my suitcase, briefcase, and other stuff across through the casino and past it to the farthest area of the resort--the part that I had requested not to be placed near. It probably took 15 minutes to get to my room with carrying all of my stuff...only to find that the room key would not unlock my door. Tried multiple times. Nothing, and still no mobile key. I tried calling the front desk as no way was I planning to lug all my stuff back there. After being on hold for several minutes, I was connected to Marriott Corporate. They said the front desk never answered (too busy for phones at 11:30 pm on a weeknight). I asked the corporate employee to verify my room number, she needed to place me on hold for 10 minutes while she verified with the front desk. She said the room number written on my key holder was correct and they would try to activate the mobile key. Another 10 min of me standing in the hallway with all of my stuff (and people passing by giving me strange looks)...still nothing. I finally tried messaging the hotel through the mobile app. Turns out the front desk wrote my room number down WRONG. Thank goodness that the initial room door that I kept trying to unlock wasn't met with an angry person wondering why I repeatedly tried to get into the door of their hotel room. It took another 10 minutes to get enough info to determine the correct room and to finally activate a mobile for the correct room number. By the time I finally got INTO my room (around midnight), it was nearly an hour after I first entered the got in line to check in. With an early start the next day, I really regretted staying here for business.

No "we are really sorry, what can we do to make this right?" No acknowledgement of how long it took to correct the error.

I also found some dirty Q-tips on the bathroom floor that were missed during cleaning from the last guest and the tissue holder was empty after using 2 tissues.

The only positives are the rooms are generally clean and often quiet.

Not sure that I will be staying here again when working in the...