General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating4001 reviews
Beautiful property, bad beds……
Have always loved this property . Stayed here many times over the years . The ambiance , grounds , and pools are wonderful. Food shops could be open longer especially the Bodega and Starbucks as there really is no place after 6pm in the hotel to buy drinks and snacks, etc . The newly renovated rooms and hallways are really sharp and bright . My main and BIGGEST gripe is the very flat and uncomfortable beds . Our recent stay the mattress was so thin and flimsy (manufactured in 2014!?!) , no pillow top , and very thin scratchy sheets with a stiff comforter. What happened to those wonderful pillow top mattresses of the past with those wonderful 300 plus thread count sheets ? Our backs were achy after this stay . Disappointed 😔
Family friendly everyone from the front desk to the servers. I’ll treat you great in the kitchen bar restaurant Sharon is fantastic in the lobby Bar red one always takes great care of everyone and at the pool Raffy Danielle are just the best. One of the managers can’t do enough for you Tricia in food services is so helpful to everyone Noel and breakfast always takes care of everyone just a great friendly place and they really cater to your needs
What could have been an incredible stay was ruined by rude staff at Primo
Traveling with a group of ladies for a girls trip and The hotel itself overall was wonderful. We enjoyed the pool, lounge area and a few of us enjoyed the spa facilities. The one glaring absolutely horrid experience was at Primo restaurant. Although the food was good, the service was slow and rude. We visibly saw the waiter mocking us as he walked away. When asking the GM to do something about it she apologized vaguely and sent over donuts. The slow rude service continued and was absolutely unacceptable. - both the server's absolute lack of decorum or service of any kind as well as the incompletely inept management staff.
Beautiful resort with many amenities
This a very beautiful property with updated rooms as well as access to tue connected property The Riz Carlton! The breakfast was excellent and the hot breakfast 9 dollar up charge was well worth it. Staff are very cordial and professional. 18-22 % gratuity is automatic for pool, restaurant, and spa bills. Sometimes, when gratuity is automatic at resorts, your service can be compromised! The restaurant and spa staff did not disappoint. The hotel is transparent about their nightly resort fee, so read what it covers and take advantage of the offerings! My only gripe was with the fitness classes: although this is part of the resort fee (limited to one class per day), it was awkward when you’d sign in and there was a gratuity line immediately asking you to tip! This bothered me for several reasons: It was asked prior to the class starting and there was definitely a feeling of “Guilt Tipping” that was imposed upon me, which made the experience feel more anxiety ridden and not relaxing. I’m a fitness instructor at a luxury gym and I have never been tipped: my gym pays my wage. Fitness professionals are not service industry workers so this just seems very foreign to me, almost slightly unethical. My advice to Marriot or whoever else is in charge of this policy: eliminate it or change the structure so if people do want to tip their instructor, it should be done at the end of service and more discreetly.
Think about it twice before booking and make sure you do not get sick
Five days ago, I made a reservation for my birthday. Unfortunately, I fell ill shortly after booking and felt incredibly weak. The day before and on the day of the reservation, I contacted the hotel to cancel due to testing positive for COVID. To my dismay, the hotel refused my cancellation request, citing their policy, and insisted on charging me. I requested to speak with a manager, but the person at the front desk, a young lady named Maggy, declined, claiming the manager was unavailable. JW Marriott was only concerned about getting their money and showed no empathy for my situation on my special day. I spent my birthday at home, feeling sad, still unwell, and deeply disappointed. Thank you, JW Marriott.