JW Marriott Marquis Miami

I had an amazing stay! The staff really made it exceptional! Gillber, Olivia, and Andrea at the front desk were so very sweet and went above and beyond from the moment I stepped through the door. Gillber checked me in, gave me a complimentary upgrade, late checkout and access to the club which was greatly appreciated. He welcomed me with the warmest welcome and checked me in and the check in process went very smoothly. He was the sweetest soul.I fell in love with Olivia's 3 stone ring and was curious about it..she took the time to explain what it meant and I wanted to get for myself so she gave me the address. She was so personable and bubbly. She has a great personality and was so very accommodating, I saw her multiple times throughout my stay and each and every time I crossed paths with her, she asked if I needed anything and how my stay was going. It's not often someone from the front desk follows up with you that much throughout the stay, so that was greatly appreciated. Andrea at the front desk was so sweet, i had a couple questions and she quickly got me the answers I needed and was happy to do so. All three of these employees provided top tier customer service. Tarek in the club was an absolute God send... he is the sweetest man. He greeted me with a warm smile every time I walked into the club and I sat there and observed him. He was taking bowls of fruit to little children and smiling and laughing with them and their families. He is very passionate about his job, and it shows. You don't even have to say anything to him. You can simply just watch him and you'll be blown away with the service he provides guests. The club was amazing, and I cannot say enough about the breakfast... it was something I looked forward to every morning. The food was incredible! Carla was both in the restaurant on the second floor and the club I crossed paths with her numerous times she was so kind and hospitable. Andreas, chief concierge, provided phenomenal customer service. He is very knowledgeable and was more than happy to give me all the time in the world to make sure my stay was great. Throughout my traveling, I've had some not so knowledgeable Concierges so I appreciated how much time and effort Andreas provided. I know a good concierge when I speak to one and Andreas is elite. He is the best of the best. I travel often and stay at a lot of properties and the staff at this property is exceptional. The property was immaculate, the rooms were very spacious and clean! The daily resort fee was no problem at all. I had amazing food in the bar and was provided amazing service from each and every one of the bartenders who assisted me throughout my stay. I cannot remember the name of the petite blonde bartender who was working the late morning shift on April 16th but she was so incredibly sweet. She made me the most phenomenal majito and provided exceptional service. I would like to sincerely thank these staff members for making my stay EXCEPTIONAL! They treated me like royalty, they treated me like family, i I already miss Miami but I miss it even more now after writing this review and thinking of all of their smiling faces and the way each and every one of them went above and beyond for me during my stay. These staff members are the kind that make you want to come back sooner than later, these staff members make you miss a place, simply because of the little things they did that really weren't so little after all.... Thank you JW Marriott Marquis Miami!

I’ve never written a review like this in my life, but the level of arrogance, incompetence, and sheer disrespect I experienced at JW Marriott Marquis / Beaux Arts Miami demands attention — and action. I’m a Marriott Ambassador Elite member, which is the highest tier in Marriott’s loyalty program. I’ve stayed in countless Marriott properties worldwide — but NEVER have I been treated the way I was by Yonahthan Gonzalez, Odalis Rodriguez, and another female staff member whose name I unfortunately didn’t get (but whose photo I’ve posted). After flying over 8 hours internationally, I arrived at the hotel at 2:00 AM to check into my fully prepaid suite. Because my credit card didn’t have my name printed on it, these three refused to check me in, refused every alternate payment I offered, and refused to contact a manager. I showed my ID, logged into my online banking in front of them, and proved the card was mine — but they mocked my situation, smirked, and stood around laughing while I was left stranded at 2 in the morning. This wasn’t just bad customer service — it was cruel, unnecessary, and disgraceful. These employees completely lack the training, empathy, and professionalism to work at any hotel, let alone one carrying the JW Marriott name. Their refusal to help a loyal elite guest, their dismissive attitude, and the humiliation they caused is completely unacceptable. These individuals must be held accountable. They are a liability to your brand and the reason this review exists. I strongly urge Marriott corporate and hotel management to immediately investigate this incident and remove these staff members from the front desk. Until that happens, I would strongly warn any traveler — especially international or Bonvoy elite members — to avoid this property. Marriott, your reputation is on the line. Do the right thing.

2nd time staying here and it did not disappoint. Rooms are large and spacious. Very clean. Service is great and fast. I got room service 4x and each meal was delivered quickly and was very good. Would definitely recommend. Gym is nice with a variety of equipment.

Perfect restful night before a cruise. The hotel lobby bar makes a great drink. The Cuban sandwich from the lobby bar was incredible - and a fair price for a hotel meal! The service at the front door, front desk and hotel bar were all wonderful.

Review for JW Marriott I had a very mixed experience at the JW Marriott, with the exception of Hernan, who was the best person to ever help with our luggage. He arrived right away and was incredibly helpful and attentive. When I needed to get into my luggage while still in my socks, he handled the situation with great humor, making the moment feel effortless. Not only did Hernan assist us with our bags, but he also went above and beyond by bringing us water while we were waiting. When our Lyft driver was confused about the pickup location, Hernan stepped in, spoke to the driver, and guided him to find us without any trouble. His professionalism, kindness, and quick thinking made our departure seamless. All in all, Hernan helped us for a full thirty minutes. We gave him a $25 tip but honestly wished I had $50 on hand to give—he absolutely deserved it! We spoke a lot, and he shared his dream that he would be able to be a concierge. As someone who has traveled at luxury hotels for 30 years, I think he would be an excellent choice as a concierge. That said, outside of Hernan’s excellent service, the overall experience at the hotel was very spotty. We were trying to attend an early morning breakfast for a bar mitzvah, and the invitation stated it was on the first floor. When we asked the concierge, they directed us to the second floor. The person selling coffee on the second floor then told us to go back to the first floor. After a frustrating back-and-forth, we finally found someone in the executive lounge who actually knew where the breakfast was. At breakfast, we were supposed to get oatmeal, and I asked multiple times in the private dining room but it never ever came! I finally went to the executive lounge to get some very crappy oatmeal. At the private dinner however the branzno was excellent and well above average for a hotel. It was way way way way worse than the Branzino at the Standard on South Brach where I usually stay. I only stayed here because my sister had not stayed at The Standard before so wanted to split our time. Also I requested a refrigerator but was told it was only possible for medical needs! So I had to violate my privacy in order to get my needs met. Room service ran half an hour late! The rooms themselves were very comfortable when we paid for larger room. While Hernan made a great impression, the confusion and lack of communication from the rest of the staff left much to be desired. If you have other options, I would definitely recommend staying somewhere else.