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Awful experience, stay away from this Hotel where kids are discriminated!
Aug 10th, 2020
I recently stayed at the Hotel with my kids, this past weekend and the place was just a mess, nothing to do with a Luxury Hotel. The number of people in their pool was insane, they said they are respecting the guidance of the City for the Covid 19 but what they are really doing is making money from this situation. There was no control on the number of people at their pool, service was inexistent, the number of employees working couldn't provide any service, but the worsen its that they ruined my day and my son's day when one of their pool's supervisors Mitchel Meredith told us that we had to go out of their facility just because my son with Autism has a special diet and he cannot eat any of the only 3 plates that they have in their Kids menu. What a shame for "Luxury Hotel" that kids are being discriminated for their condition, what a shame for a Marriott hotel in 2020, that you don't have any options for kids with special diets and you don't allow us the parents to bring their food, even when we are saying that we are 100% responsible for their food. The only thing that we received from this supervisor was mistreatment and discrimination, really sad and unfair for kids like my son. Stay away from this Hotel, they do not have an inclusive policy for all kids to be treated equally! TRIPADVISOR.COM USER
Ask yourself, do you want to stay somewhere where they are knowingly checking in COVID-19 guest?
Aug 10th, 2020
DO NOT STAY HERE!!! They are greedy and do not care about their guest and employees!!! We booked this hotel to celebrate my son's birthday. Shortly after booking, my son's father was told we was exposed to COVID19. As a precaution we called the hotel and told them we didn’t think we should come and possible pass the virus along to hotel guest and hotel staff. The front desk manager, basically said we can come and check in or cancel the reservation and lose the money. So for $300, they are willing to check us in despite possibly being exposed to such a vicious virus and exposing not only their employees, but their hotel guest! I can’t believe a property like “Marriott” would be so greedy and careless! I’m glad I work for HYATT! Hyatt care for their employees, so if you’re a Marriott employee I feel bad for you. Upper management is Willing to put your life at risk for $300. I understand the hospitality industry is taking a beating! But this is unacceptable! If you’re thinking about staying here don’t do it! They will check in a guest knowing that guest has COVID-19 and not to mention the attached water park where a mask is not required for obvious reasons! My mother-in-law is literally fighting for her life in the hospital right now from COVID-19! It’s not joke! Protect your family and friends and stay else where!!! TRIPADVISOR.COM USER
If your looking for luxury STAY AWAY FROM HERE!!
Aug 9th, 2020
We love to get out of the house and enjoy staycations and different propertirs. This by far is the worst experience I have ever experienced at a Marriott. I remember this property being one of the best in the area. Instead its an absolute circus. To call it a JW Marriott is insul5to tbe brand. They have a water park that is also the only pool for the resort guest. There is no area reserved for resort guest at this water park and no body to help you find chairs. They also sell day passes to non resort guest so basically you have guest and non guest competing for space in this water park. Upon our arrival at 1010am on Sat the enterance was backed up all the way to the street. The water park, hotel enterance, spa and golf course all only have 1 enterance. When you enter the lobby you find chaos. People everywhere, lines are horrible and the staff is doing the best they can but they are just overwhelmed with the amount of people. Tbey seem to not be working at full staff as tbere were unmanned computers and if tbey are well shame on management cause the staff is working hard but just cant keep up. I was sent to my room and td to use my app key, made it all tbe way to the room and tbe app key didnt work. Forced to return to the lobby and fight the crowds of people equally as unhappy. Finally made it to the water park. Again loads of people and very little organization and ZERO help from staff to find chairs. By 11am the one guy we found said yea prob not gonna find a place but just keep looking for a chair with no towels. Again not what were use to hearing from a JW type resort. Also the pools and the desks are packed with countless people (remember resort and non resort guest) we are told food is backed up over an hr so better order soon! We ordered drinks and they were delivered over 25 min later which is crazy and also long long lines at the bar. Came back to our chairs and found people sutting in them. We alerted our server and he said that he had asked them to move twice and tbey didnt to which I rasied tbe question of how many times he was gonna ask tbem before calling security?!?! Again this guy was very overwhelmed cause tbere is just too many people. After we left the pool i went off to the range to hit some balls and found no more balls available and tried to call for assistance. Neither the front desk nor the golf shop answered and without anyone to help me I wasn't able to hit any balls which made me extremely upset do to the rather large resort fee that I was paying yet couldn't even use the range. My wife went to use the shower and had scalding hot water coming out of both the cold and hot. Called front desk and again on hold for ever. Finally got someone to answer and the issue wasnt resolved for over 2 hrs later. So to say the least my experience was horrible. To have the water park be the only place resort guest can go and have nothing exclusive to their guest is unacceptable. To not have a resort pool that is exclusive to resort guest is ridiculous! The staff is hard working and do tbeir best but just have no chance to deliver quality service as tbere is just too many people to contend with. We will definitely never return to this property! We are loyal Marriott guest with yrs of staying at their properties and this one was horrible! TRIPADVISOR.COM USER
Aug 8th, 2020
Awful experience bad attitude at reception room was not fully equipped robe missing ,then I was overcharged for parking.Then charged twice for resort fee. Only the parking fee was refunded. I would never suggest anyone stay there. TRIPADVISOR.COM USER
Reservation Manager Melody is the BEST
Jul 27th, 2020
My wife an I stay here about once a month. Melody Miller (Reservation Manager) is absolutely fantastic. During business hours she is always available and usually replies to my emails within minutes. She is awesome to work with and always helpful with our reservation needs. Especially in the current times. Now to the property. The JW is a great property. Good location for any of your shopping needs at the Aventura Mall. Also, if you are into golf, has a highly rated course there. The stand out is the waterpark though. Also, before the pandemic, they had a shuttle that would take you to the beach as it's a couple miles away. And almost every room has a great view. Only negative for me is be aware that parking is $35-42 per day depending on if you want valet. Otherwise, all the staff that I have dealt with at the facility and the waterpark have all been nice and accommodating. TRIPADVISOR.COM USER
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