JW Marriott Washington, DC — Hotel in Washington

Where do I begin. I booked my room through the Bonvoy app as usual to check in on 11/12 and check out on 11/13. I received the confirmation email and the app had the reservation with the correct dates. I received follow up emails with the correct reservation dates asking me if I wanted to buy stuff (food, drinks, early/late checkout, upgrade my room, etc.). ||On Sunday, 11/10, I get a call on my cell phone and it's a Washington DC number so I answer (given that I was invited to the White House and lots of last minute logistics are happening). The gentleman on the phone says that he's calling because my room is ready. I tell him that I am in Colorado and there must be some mistake. I'm not coming to Washington DC until 11/12 and I even paid extra for a guaranteed late checkout on 11/13. He says that he sees the 11/13 late check out charge but that it is for the wrong date because they have me checking in on 11/10 and out on 11/11. I was not home nor in a place to argue so I apologized and he said no worries I adjusted your reservation for 11/12 check in. I returned home 90 minutes later and checked my emails and called the hotel back to alert them that they must have some type of tech issue occurring. The lady, who did not speak good English, tells me there is no problem your reservation is set for 11/12. I try to patiently explain to her that I spoke to someone 90 minutes ago who said that the reservation was for 11/10 and despite them fixing my reservation, I am trying to alert them that they may have tech issues. I have the phone logs and the emails. ||I don't hear from the Marriott again but I get a badge on my phone during a meeting at work on 11/11 saying it's time to check in and what time can we expect you. Not weird to me since check ins for flights are 24 hours in advance. Next thing I know, I'm on wifi on the flight to DC on 11/12, and I get a check out folio for the night that I stayed on 11/11-11/12. Worse, I check my AMEX and I have almost $1500 in pending room charges. It took me 10+ calls to the hotel on the ride from the airport to the hotel to get through to the front desk to explain what was going on and let them know that I was on my way and expecting a room. The person I finally spoke to told me that a manager would call me and she verified my phone number. That was about 7 hours ago. I have yet to speak to a manager. ||I will spare you the details of what happened when I got to the front desk with the exception of what pushed me over the limits of my grace to take the time to write this review. ||As I'm trying to straighten this all out, obviously I was with the one front desk person for quite sometime (my card has pending charges of almost $1500 and I have not stayed one night). While I was with her, one of the front desk people kept bringing water to everyone in line. She never offered me any. When the lady helping me finally gave me my keys, I asked her for some water. When she walked over to the basket of water to give it to me, the lady that had been handing out water got upset with her and told her that "we have other guests". "You should not be with someone that long and she should not get water after causing this backup". I CAUSED THE BACKUP?! ||If I were not invited to the White House in the morning, I'd have left this hotel. I am an elite member of Marriott. I will never ever come back to this hotel and will tell everyone traveling to DC that it does not matter how close this hotel is to the White House entrance, do not stay here. There are many amazing choices near the White House. This is not one of them. ||After all that, they didn't even give me access to the concierge lounge. Costs them nothing for one extra breakfast in the morning. We gave you a high floor - who cares - I’m here for one night. ||The room - pretty basic. Small fridge had been left open so it was warm. One worn out robe in the closet and the pipe under the sink is rusted out and leaking on the bathroom floor. Definitely not what I have come to expect from JW Marriott. ||Really horrible customer service from a JW and not the JW experience. I had a better stay at the Hampton Inn in DC two weeks ago. I should have paid attention to the reviews and stayed further away. I'll enjoy my event at the White House tomorrow and pack my bags never to...

For a last minute choice, JW Marriott delivered on customer service!

I paid for a 2-night stay that costed $519.46. Upon arrival, I got checked in and given the option to create a membership with their hotel to receive points every time I visit one of their establishments. Although I don't see myself making great use of this perk, it's nice that they offer this for those who are avid travelers.

In addition, when you are checking into the hotel, you are given a paper that recommends you to events nearby the area, including the Spy Museum and the Monuments by Moonlight Tour. I ended up going to the latter, and it's a worthy trip if you want a brief excursion around D.C.

Every employee was exceptionally gracious and patient whenever I needed further explanation on certain things. They're present 24/7 as well, so when I had to leave at 5 in the morning, there was a lady who was happy to check out my room. This also refers to the valet, who are also available day & night, and give you a card with their number that you must use in order to retrieve your vehicle again. When I left in the early morning, it only took about 10 minutes for my car to come out.

If you choose this hotel, you'll be greeted by good hygiene. I can't recall anything that wasn't clean. Its location is fantastic, with it being walking distance from some of the most iconic locations in D.C, from the National African American Museum to the White House. It's suitable for anybody, solo travelers, couples, families, etc. They have amenities such as a breakfast/lunch restaurant on the bottom floor, a bar, gym, and conference rooms.

Their hotel is the first one I've been to that has a unique way of using elevators. You'd have to choose the floor number you want to go to first, then an elevator will open that sends you to that exact floor. So, no other people should be crowding over an elevator and pressing multiple buttons, with you having to wait patiently till you get to your stop. Every time I used one at Marriott, I never had to be waiting on anybody else.

The guest room I stayed in had a king-sized bed that was honestly a little rough to sleep on. I'm more used to my softer bed back home, and this one was just a tad too hard that I struggled to get quality sleep. Plus, none of the outlets on my side of the bed were working at all, and I switched between different plugs too. I had to resort to charging my things on my family member's side of the bed, which was inconvenient.

I never saw a safe compartment either, which can make some visitors feel concerned about leaving their things unattended without one. Normally, that's where I'd keep my laptop, but without it, I left it underneath the extra pillows in the closet. Thankfully, it wasn't stolen.

This is a nitpick, but I really didn't like the door to the bathroom because it made me feel like anyone could still hear my business from the outside. It was also difficult to close at times.

While I did have some qualms, that doesn't take away from it being an excellent place to stay. Some of my concerns could be more personal, and the true problems can be fixed with some extra attention that I trust the employees will attend to.

I was rushing to find the best hotel to stay at in D.C, and I found it. That's all I needed, a place to stay and rest my head- and JW Marriott...

For context, I travel a lot, so I know the differences that I should expect in each of Marriott hotel brands. This JW Marriott is a stain to the JW Marriott name and it should be downgraded to a Marriott. What an embarrassment to the brand. This property needs a full overhaul- from the hard product to the soft product.

The first room we were assigned to (room 877) was in such bad condition that I thought we were being spoofed. The furniture was broken, chipped, old, the bathroom linens were the absolute cheapest (I would expect this quality at a Courtyard), the bathroom faucet barely trickled water and the faucet handles were leaking, the shower valve was loose and crooked, the toilet paper holder was crooked, the blank wall plate covering a hole in the wall was crooked, and the shower was made of plastic and very cheap looking. The room itself was completely uninspired. All this was for a room for which we used Suite Upgrade certificates. The check in agent insisted that we were getting a suite upgrade- this room was not a suite. It was one room with no sofa.

The second day, we finally got a manager to address this- getting her to respond was another frustration. She acknowledged that we were in fact not given suite and she upgraded us to room 1123, which was a suite. When we went to the front desk to get our new key. we asked the check in agent if he could send a bellman up to help us with our luggage. He pointed across the hotel towards the entrance and told us to go get the bellman ourselves. I had to basically beg him to call them for us as we were headed up to our old room to pack. This is the type of service you can expect at the JW Marriott Washington DC. Again, if this hotel was a Marriott I would have expected that lack of assistance. This new room was only slightly better, but the wear and tear was the same. In both rooms, the bathroom is so small that only one person at a time can get ready. Forget a double vanity, not even in the suite. If one person is at the sink, there is no room for another person the use the mirror. The icing on the cake though was that the manager never once followed up with us to see how everything was in this new room. Not one call or message.

Also, the concierge lounge is closed from Friday afternoon to Sunday evening, so don't expect that benefit if you are visiting on the weekend.

We asked for a late checkout (2:00PM). At 1:00PM a housekeeper knocked repeatedly on the door, despite me letting her know through the door that we had a late check out. Is there no communication here? What a huge disappointment from start to finish.

Don't waste your money,...