JW Marriott Miami Turnberry Resort & Spa

I am beyond furious with the Marriott Turnberry Hotel. I paid for services in full, and despite that, my car was towed without any valid reason. When my mom — a single mother just trying to resolve the situation — spoke to the manager, he actually threatened her instead of taking responsibility for their mistake. This is absolutely unacceptable. It shows a complete lack of professionalism, respect, and basic decency toward paying guests. If you care at all about how you’re treated or the safety of your property, stay far away from this place. The management clearly doesn’t value their customers, and their behavior is appalling.

Avoid if at all possible. They put a hold of $200 / day on your card for incidentals; argue and they will reduce it to a still ridiculous $100 /day. My room was so-so with a view of pipes on the neighboring roof. The minibar and restaurants at the hotel are extremely overpriced, so I avoided them. Eat at any of the restaurants across the street (.2 miles / 10 minutes on foot) for a better experience. I opened the door of the mini bar once to see if it was empty so I could chill some water I got elsewhere, touched nothing, and closed the door. I had nothing from the minibar and charged nothing to the room. The night before I checked out and the morning of, the TV’s “view your bill and check out” section was broken, so I could not see the bill. I went to the reception to check out on time at 11:00 AM and I saw that at the end of my bill they had tacked on $58 in charges for minibar items I did not touch. They took those charges off and closed out the bill, and I went directly to the airport after that. This was irritating enough, but there was more. Note that the minibar items are charged if you touch them and they move from there pre-positioned spot for 20 seconds. I touched nothing - I just opened the minibar door, saw it was full, closed it, and never touched it again during my stay. Then around 3:00 PM of the day I checked out while I was at the airport waiting for my plane they sent me a third bill (first bill had the false charges; second bill credited those charges back to m. I did not see that email until late at night on the plane. The third bill included charges for another $68 in minibar items that I did not consume! This was more than ridiculous, since the charges are made when you move the items, these charges were not on the bill when I checked out and turned in my key at 11:00 AM, and I had told them I had had nothing from the minibar when I checked out. It’s hard to explain this second set of incorrect minibar charges added hours after I had left the hotel as a legitimate mistake. It really looked like they were just trying to get more money out of me and hope I wouldn’t notice. I called them and got these false charges removed as well, but there really is no excuse for that second set of charges that would have been billed to my room by the sensors before I checked out if they were legitimately mine (which they were not). This hotel needs to come up with a better minibar system that does not create fraudulent charges on guests bills, and/or monitor their staff to ensure that extra charges are not intentionally added to guests bills. I don’t know whether the maids or other staff took items from the minibar after I left, or whether desk staff or management added the charges to my bill, or whether the minibar system (and/or their billing software) is to blame. But I do know this is unacceptable, and doing it a second time hours after I had closed out my bill is beyond the pale. Based on this experience, I would recommend that under no circumstances should you ever use the “express checkout” box to drop your key and leave without viewing your bill and carefully checking for charges that are not yours. I would recommend not billing anything to your room so any extra charges that you did not incur will stick out. You can pay everything at the hotel directly with a credit card or cash.

Evan and Luis were so attentive and friendly with everyone. Witnessed their energetic and positive interactions with guests for hours. Remembering names and serving yummy drinks!

Evan at the pool bar was awesome and very quick and professional. He took good of care of us. The best bartender on the planet. The drinks were amazing

The structure of the JW Marriott Turnberry is undeniably beautiful—elegant architecture and an impressive layout. However, that’s where the praise ends. The service, especially at the concierge and front desk, was mediocre at best; they even sounded a bit bothered the two times I called. As a Gold Elite member, I expected a higher level of hospitality. Instead, simple requests like room arrangements or a late check-out were treated like major impositions. Attention to detail is lacking across the property. While the building looks great from the outside, some areas feel neglected. The bathroom fixtures in my room were worn and in need of maintenance. My biggest dissatisfaction was with vip and lobby concierge, horrible customer service, specially in the VIP. Overall, a disappointing experience that doesn’t live up to the JW Marriott standard.