JW Marriott Tucson Starr Pass Resort & Spa — Hotel in Tucson

Stagnant Water from Faucets Experience

After requesting Marriott to follow up 48 hours ago on 8/5/25 and still receiving no update, this is my review of a recent stay from 8/2-8/4/25:

I booked the reservation on 7/16/25 and before booking, I called to ask about the difference between the Junior Suite and Signature Suite. Due to family, having a separate living room and bedroom area was important to us. We also inquired about a walkout balcony. We were assured that the Signature Suite had a living area separated by a door from the bedroom and that there was also a walkout balcony, we ended up booking the Signature Suite.

We checked in on 8/2/25 and once in our room, we realized there was no door separating the living and bedroom areas and there was no walkout balcony. We brought our concerns to the front desk, and we ended up being upgraded.

The next day things worsened. At 2:00pm on 8/3/25 my wife discovered that the water that she had used to bathe our 11-month-old child in was discolored yellow. The lighting in the room is yellow tinged so it was hard to determine at first. However, once I filled a cup from the sink and brought the water outside, it was distinctly yellow colored and cloudy. At that point my child had bathed in that water and my wife had also showered in it.

I took the glass that contained the yellow water immediately down to the front desk. Hannah, the front desk manager, was alerted and came to speak with me. She stated that she would move us to a different room, and not charge us for the first night of our stay.

I returned to the front desk shortly later to ask one more question. That is when Hannah told me she spoke with the engineering team and that she learned that the water was likely “stagnant water” from the pipes being turned on/off due to current construction. Hearing that my child was just possibly bathed in stagnant water was extremely upsetting. I asked for all rooms and resort fees to be comped, and Hannah agreed. I also told Hannah that I wanted documentation in writing from the resort of why we had to change rooms for the second time. I asked for this documentation so that if my child became sick because of this “stagnant water” that I could hold the hotel accountable. Hannah assured me that I would receive this documentation.

At checkout the morning of 8/4/25 there was no documentation on the paperwork about the water quality incident. We requested documentation from the front desk associate, and she went to speak with Hannah. The front desk associate stated Hannah would have somebody come from the Safety and Security Team to provide us with documentation. From this point forward, Hannah would not speak with us, despite requesting conversation two more times.

Jose from Safety and Security arrived shortly later and logged information to make an incident report. He was shocked to learn of the situation and informed us that he had not been alerted about the incident from yesterday. He asked us what happened to the glass of water we provided Hannah with, and I stated that I did not know, but that she may still be in possession of it. I then showed him a photograph of the water that we took, and he made copies of this photograph. We asked Jose for a copy of the report, and he wrote down my email address. He informed us that we would have a copy of the report in about 1-2 hours. As of this review, we have still not received this report.

If Jose from Safety and Security was just learning of the incident 19 hours later, what did Hannah actually do to address and/or investigate the situation? Did she really speak with the engineering team like she told me? If so, how come the understanding of stagnant water did not raise any flags with the hotel’s Safety and Security team? How come I did not fill out an incident report immediately? Depending upon the actions she did or did not take to ensure the health and safety of resort guests, her behavior could be considered as intentional negligence.

I would like a response...

Spent the weekend at the JW Marriott Tucson Starr Pass Resort & Spa this weekend (Sept 11 - 14th). It is a nice property at the very end of the road on extreme edge of Tucson. Only one way in and out. It is surrounded by nice homes and several golf courses.||When we arrived and check in, I thought the guy at front desk was rude, but everyone else we met was nice. The rooms are very nice, but a bit dated although the the signs in the elevators talk about an upcoming refresh on all the rooms. ||After a long day of travel, my wife and I jumped in the pool quick before traveling back into town for dinner. It was after sunset so all the days activity had ceased so it was just us and few stragglers in on of the hot tubs. We spent about 5 or 10 minutes in the pool before heading back to the room.||We went to dinner at El Charro, the Nation’s Oldest Mexican Restaurant in continuous operation by the same family. I had the El Charro Carne Seca Enchiladas and I cannot recommend this dish. Have something else. We had pitchers of Margaritas that tasted like there were sans alcohol.||Once back at at the hotel, my wife and I went to the bar at the JW Marriott and just got in at last call since the bar closed at 10 that night. Drinks were good especially after the watered-down margaritas. We asked how late the bar would be open Friday night and the bartender said 11 (probably).||Saturday was a fun day starting at the Starbucks located in the hotel. Very good service and one of the better experiences in a hotel based Starbucks I have had and we had a nice afternoon in the lazy river. The outdoor wait staff provided great service to our party that afternoon. ||Saturday we went to Culinary Dropout before heading to the football game on the Arizona University Campus. Great food and drinks. Recommend. After the game we headed back to the Marriott and keep in mind this is only thing out that way. It's 20 minutes to anything else near there and we were told that the bar would be open until 11. Well the game ran long because of all the TV timeouts and all they had to drink there was Coors light (yuck for so many reasons) so we were looking forward to having a drink. ||We got back to the JW about 9:45 to 9:50 and headed to the bar. ONCE again it was LAST CALL. Not at 11, but 10. I quickly ordered for my wife and I and my in-laws and the bar was closed by the time they got there. Self parking is clear on the other side of hotel and a hike back to the main lobby area and valet is like $30 a day or more.||The bartenders blamed the manager bar manager for shutting it down at 10 and they were turning people away.||Saturday a family member rented a cabana on the lazy river for everyone and once again had great service from the outside bar staff, food and drink were great. Even with the Saturday crowds we had excellent service by the wait staff. AND it was CROWDED several traffic jams in the pool with people crowding in groups of stationary tubes. Found out they sell day passes to the hotel for the pool areas so that and weekend guests of the hotel... ||We had dinner at Sullivans in with about 20+ adults and children. Food was ok, but nothing spectacular. ||And once again, our party headed back to the hotel and we all wanted to gather on the patio area near the bar to relax and enjoy each others company on our last night together. I got to the bar at 9:45 and once again it was, you guessed it, last call. Again we questioned the bartenders why and asked them to stay open until 11 and they once again blamed the bar manager. He came out and talked to my brother-in-law and another friend and gave some BS reasons why they had to close at 10. There were probably 40+ in the bar area and they closed at 10 on a Saturday night when town is 25+...

A year ago and during our first experience with the MARRIOTT STARR PASS RESORT for a surprise birthday party for my wife, the TOWNE PARK VALET SERVICES wrecked my truck by backing it into a pillar and bending the driver's door past 90 degrees and causing over $10,000.00 in damage. Rather than find me immediately, they waited until I came out to go home later that night. The crew itself was very forthcoming and admitted their fault, saying that MARRIOTT STARR PASS RESORT has good insurance and that everything would be taken care of. I trusted TOWNE PARK VALET SERVICES and MARRIOTT STARR PASS RESORT to do the right thing. The same thing was reiterated in the morning when I took the truck back to TOWNE PARK VALET SERVICES and the MARRIOTT STARR PASS RESORT for a better look in the daylight.

A year later, and TOWNE PARK VALET SERVICES and MARRIOTT STARR PASS RESORT have still not paid fully for my out-of-pocket expenses, stating that they don't pay for "extras". The only "extra" they refuse to pay for is the rental car insurance while my truck was in the shop for 40 days. I had to pay for the insurance on my truck while it was in the shop; why wouldn't TOWNE PARK VALET SERVICES have to pay for insurance on the rental car? There was no mention of this prior to the start of the repair work. TOWNE PARK VALET SERVICES also indicated that they would provide a comparable rental vehicle to my F150 Platinum but nobody rents that kind of truck, so I settled into a smaller vehicle, saving them a lot of money.

If you go to the MARRIOTT STARR PASS RESORT, do not let the TOWNE PARK VALET SERVICES touch your vehicle. You might end up getting home and find your car damaged. In fact, I'll bet it happens more often than you'd think. After all, if you don't check your vehicle for damage before you leave, you can't prove that TOWNE PARK VALET SERVICES wrecked it.

We'd love to go back to MARRIOTT STARR PASS RESORT and enjoy a night without the drama caused by TOWNE PARK VALET SERVICES but my wife doesn't get around like she used to and I'm not making her walk a long distance. TOWNE PARK VALET SERVICES will never get the chance to wreck my truck again. It was never in a wreck before, but thanks to the negligence of TOWNE PARK VALET SERVICES, their accident shows up on my truck's record, depreciating its value even more.

My total out-of-pocket expenses: $ 3,410.54. TOWNE PARK VALET SERVICES and MARRIOTT' STARR PASS RESORT's offer to settle: $ 2,485.91. My total loss: $ 924.63, just for being a customer at this resort. I have refused their offer to settle because neither MARRIOTT STARR PASS RESORT or TOWNE PARK VALET SERVICES should not be allowed to perform this kind of "service" at any customer's expense.

If MARRIOTT STARR PASS RESORT is interested in the documentation to support the above claims, I would gladly share it with them. I did not wreck my truck and should not be expected to pay one cent just because I was there and "let" TOWNE PART VALET SERVICES wreck my truck.

Be advised that TOWNE PARK VALET SERVICES also operates at several Tucson area venues. The MARRIOTT brand is advertised on the...