JW Marriott Marquis Miami — Hotel in Miami

This hotel is a joke. The management repeatedly said guest comfort is their priority and repeatedly showed it’s just the opposite.||When booking online, we requested our room not be sprayed with scented “air freshener” and that it not have feather bedding. Both requests are already part of our Marriott Bonvoy profile. We called about this on the morning of our arrival and the hotel confirmed our requests. (We also, of course, expected the room and bathroom would be clean.) When we walked into our room, it reeked of scented spray. When we tried to shower, we found the shower was full of soap scum – so much, that it was clear it came from many previous showers, not just one. It took almost a half hour before someone came up to clean the shower. The three women who came up spent more time asking us how to clean the shower than cleaning it.||After we finished our delayed showers and tried to go to bed, we found the two beds were full of feathers – pillows, comforters and mattress toppers. The front desk assured us non-feather bedding would be brought within 15 minutes. When we called again after a half hour of waiting, the front desk then said it was difficult for the hotel because they kept different pieces of bedding in different parts of the hotel. It took over an hour before a large, angry, resentful man showed up to change the bedding. This was a long production, during which the man dropped a pillow on the floor and then put it on the bed for use. When I told him I didn’t want that pillow on the bed, he threw it on the dresser and left it there. Just as we finally got to sleep after all these delays, the room phone rang loudly and woke us up. It was someone from the hotel calling us (rather than housekeeping) to find out if the bedding change had finally been made.||The next morning, we told the manager on duty what happened and asked what the hotel was going to do about it. The manager told us we should stay another night so they could have the chance to do better and seemed angry when we said another night there was not in our plans. The manager then offered a small deduction from the bill and some Marriott points. We told this manager the small deduction showed our experience was only slightly below the Marriott’s usual level of hospitality and the points were useless, since we weren’t sure we ever wanted to stay in a Marriott again. Rather than an opportunity to prove Marriott’s hospitality, this manager treated the situation like a used car negotiation, taking another twenty minutes of our time to go back and forth between us and some mysterious “other manager” in another room. Apparently, this other manager didn’t think these problems were unusual enough or the need for courtesy to us was great enough for her to stop wasting our time and come out and talk to us directly.||After twenty minutes of this cluelessness, the front desk manager said the hotel wouldn’t charge us right then but later, at the hotel’s discretion, would put whatever charge the hotel wanted on our credit card. We said, “Enough Marriott!”, paid our bill in full and asked the valet to get our car. Valet parking had been required and the valet had told us it would take almost a half hour to have our car brought, which it did.||After we left, a different hotel manager sent us an email demanding we sign and submit a notarized statement relieving Marriott of all liability before they would act to resolve the situation they had caused. We told her we weren’t going to waste time looking for a notary and that if Marriott spent more time thinking about hospitality and less about liability we wouldn’t be having this conversation. After that, she sent yet another email. We haven’t bother to read it but decided to help other travelers with our review of this cluelessly managed hotel instead. Is the JW Marriott Marquis Miami the worst managed Marriott in the chain or an example of what the Marriott chain is like today? We don’t know, so we will not chance staying at a Marriott again. (If you do decide to stay here, be aware that walking anywhere around this hotel will result in you encountering multiple homeless people lying on the sidewalk and the strong odors of their...

We stayed at the Marriott Marquis for a few days over the Christmas holiday. Our stay was very enjoyable but there were a few issues which could have been addressed better by the staff. The room was lovely. It was very spacious and the beds were super comfortable. There was also a lovely work station with a desk and chair in the room. The room was dark at night and quiet. The bathroom was very spacious. The only issue with the room was that the toilet did not stop hissing the entire stay. We went down to the front desk as the phones in the room did not work to advise them of the issue and then we went out. They said they would send someone to look at it and it is unknown if someone ever did as the toilet continued to hiss the entire three-night stay. At times, it was even difficult to flush the toilet. We had to keep the door to the bathroom closed at night so we would not hear the hissing of the toilet all night. It was not worth complaining again as we did not expect that it would be fixed anytime soon. Also, the hotel was extremely stingy with towels. For a room with two double beds that can accomodate more than 2 people, we were given 2 bath towels and 2 hand towels. No wash clothes. The bathmat was all ripped and was not replaced until we said something. There was no reason to not throw out the old tattered bathmat and continue to use it. Such an inexpensive detail to fix. We had to call down for more towels every day of our stay which was annoying. For a hotel of this caliber, you would expect plentiful and plush towels. They were neither plentiful or plush.|As for the hotel amenities, the pool area is lovely on the 19th floor. The views are really nice. However, the pool area only gets sun in the morning as it is blocked by buildings the rest of the day. This was not optimal for laying in the sun all day and the pool water was quite chilly. There is a very small whirlpool next to the pool. Also, there is no food service at the pool. They did have drinks behind the counter, but no one ever offered us any drinks nor did I see anyone order anything. It would have been nice if this hotel offered food service at the pool.|This hotel has a duckpin alley which was lots of fun. You are given half an hour free. We signed up for it to guarantee a time to play. There is also a basketball court and virtual golf that both cost $150 an hour to rent. The hotel had a spa that we made use of. It was lovely but only had 2 technicians. It was very clean and we had facials. Be aware that they may book you for a longer service than you scheduled and receive so that you are charged for an 80 minute service rather than 50. We had 50 minute services and were charged for 80 minutes. In order to correct this issue, the manager had to allegedly cancel the appointments for 80 minutes and rebook them at 50 minutes which they were originally booked for so they could be charged properly. Be aware of this issue and pay attention to the spa bill. We did not eat any food in the hotel as it was extremely expensive for breakfast. We did not pay extra for lounge access. We looked in the lounge during the day and there was no food most of the day and only limited drinks available. Definitely did not seem worth the extra money. There are many places to eat within walking distance. The location of the hotel is very close to Brickell City Center and many restaurants, shops and movie theaters. It is also close to Pura Vida which is a favorite breakfast spot of ours. You might also want to try Cafe Bastille and Fiore Caffe which are a short walk away. Whole Foods is also across the street from the hotel so plenty of food options. |This hotel is a great place to stay if you are in the Miami area and are not looking for too much personalized or attentive service but want a clean and...

I had an amazing stay! The staff really made it exceptional! Gillber, Olivia, and Andrea at the front desk were so very sweet and went above and beyond from the moment I stepped through the door. Gillber checked me in, gave me a complimentary upgrade, late checkout and access to the club which was greatly appreciated. He welcomed me with the warmest welcome and checked me in and the check in process went very smoothly. He was the sweetest soul.I fell in love with Olivia's 3 stone ring and was curious about it..she took the time to explain what it meant and I wanted to get for myself so she gave me the address. She was so personable and bubbly. She has a great personality and was so very accommodating, I saw her multiple times throughout my stay and each and every time I crossed paths with her, she asked if I needed anything and how my stay was going. It's not often someone from the front desk follows up with you that much throughout the stay, so that was greatly appreciated. Andrea at the front desk was so sweet, i had a couple questions and she quickly got me the answers I needed and was happy to do so. All three of these employees provided top tier customer service. Tarek in the club was an absolute God send... he is the sweetest man. He greeted me with a warm smile every time I walked into the club and I sat there and observed him. He was taking bowls of fruit to little children and smiling and laughing with them and their families. He is very passionate about his job, and it shows. You don't even have to say anything to him. You can simply just watch him and you'll be blown away with the service he provides guests. The club was amazing, and I cannot say enough about the breakfast... it was something I looked forward to every morning. The food was incredible! Carla was both in the restaurant on the second floor and the club I crossed paths with her numerous times she was so kind and hospitable. Andreas, chief concierge, provided phenomenal customer service. He is very knowledgeable and was more than happy to give me all the time in the world to make sure my stay was great. Throughout my traveling, I've had some not so knowledgeable Concierges so I appreciated how much time and effort Andreas provided. I know a good concierge when I speak to one and Andreas is elite. He is the best of the best. I travel often and stay at a lot of properties and the staff at this property is exceptional. The property was immaculate, the rooms were very spacious and clean! The daily resort fee was no problem at all. I had amazing food in the bar and was provided amazing service from each and every one of the bartenders who assisted me throughout my stay. I cannot remember the name of the petite blonde bartender who was working the late morning shift on April 16th but she was so incredibly sweet. She made me the most phenomenal majito and provided exceptional service. I would like to sincerely thank these staff members for making my stay EXCEPTIONAL! They treated me like royalty, they treated me like family, i I already miss Miami but I miss it even more now after writing this review and thinking of all of their smiling faces and the way each and every one of them went above and beyond for me during my stay. These staff members are the kind that make you want to come back sooner than later, these staff members make you miss a place, simply because of the little things they did that really weren't so little after all.... Thank you JW Marriott...