JW Marriott Marquis Miami

I am a Marriott Platinum for Life Elite member so please know when I write this, I'm coming from a lens of brand loyalty. This was an extremely disappointing situation. Long story short, I had three people on the reservation for a King room (which they allow) and advised I needed to request a roll-away bed when I arrived. I requested the bed upon arrival and it showed up with 10 minutes of calling. The problem was, they didn't have any blankets or sheets. I called back downstairs and they said they will send some right up. After 30 minutes of noone showing up, I called again. They advised they were just backed up and someone would be on the way shortly. After another 30 minutes of noone showing up, I went downstairs to the lobby. Please be aware that this is at midnight after a day of travel so my family and I are exhausted. My daughter was supposed to sleep in the roll-away bed but she couldn't because there were no sheets/blankets. I told her to get in my bed and go to sleep and I'll deal with the roll-away bed. When I approached the front desk, they looked at me like I had two heads when I said I'm waiting on my delivery of blankets. They said they didn't have any because they are overbooked and have been for many weeks. Basically there was no answer or resolution. Just a shoulder shrug and sorry about your bad luck. I asked to speak to a manager and was ultimately told there were literally no blankets, comforters, or sheets available anywhere. She essentially gave me towels. At this point, I was so tired and mad that I just had to go up and go to bed under towels. When i approached leadership the next day, they acted like there wasn't even a problem at all. I advised that this is the JW Marriott Marquis in Miami and not the LaQuinta. I would expect this from a lower end budget hotel but not this chain. I was extremely disappointed in the lack of situational awareness by the on-site leadership team. After many emails and calls, I was offered 45k points for having to sleep two nights under towels in a brand like the JW Marriott Marquis. It is important to note that I actually spent 146k points in total to stay there (73k points per night) so this "resolution" was incredibly insulting and frustrating. Corporate marriott essentially told me "it is what it is" and they consider the matter closed. Being the brand it is combined with being Platinum for Life, I assumed their customer service and issue resolution would be better. Please note the management of this hotel will not take care of you when they screw up.

I am deeply disappointed by the way we were treated at this hotel. We were given only 15 minutes notice that we had to leave because of a prom event, despite being paying guests. When we calmly asked to speak with a manager to understand the situation, instead of bringing management, they sent security to confront us. Also, there were other guests at the pool and there was no security called on them. As Black women, the way this situation was handled felt targeted, dismissive, and completely unacceptable. No guest should be treated with intimidation instead of professionalism and respect. I would not recommend staying here based on this experience. As a gold member I am disgusted and disappointed.

We stayed in one of the renovated rooms (Inspired, King Room) with our 2 year old and it was perfect. Location is great and the room was large and comfortable. I would definitely stay again.

We had a wonderful stay at the JW Marriott Marquis Miami, and a big part of that was thanks to Andres Meneses, the concierge. He truly made our experience extra special. Before our trip, I reached out to the hotel for help with beach and dinner reservations, and Andres went above and beyond by calling and texting me ahead of our arrival to make sure everything was taken care of. He is incredibly kind, attentive, and has such a great attitude. You can tell he genuinely cares about guests. He also helped us with a room upgrade at check in, which really elevated our stay and made it even more memorable. Because of him, we will absolutely be coming back. The hotel itself was great. The room was spacious, and the bathroom was also very large. The gym was impressive. The only downside was that the bathroom lighting was not ideal for getting ready. Overall, a fantastic stay with truly exceptional service.

My husband and I stayed at the JW Marriott Marquis in Miami for two nights for a quick weekend trip to see Loan Depot Park and to explore Miami. We were so impressed with our experience at the JW Marriott Marquis that I wanted to share some highlights. Our check-in with Jules started off our stay, and we were impressed with his professionalism and quick ability to find us an available room. The room we had was a corner suite, and it was decorated beautifully. We loved the scent of the soap, shampoo, and conditioner, and the huge bathroom as well as the amazing view of the city. We went and checked out the entertainment area on the 19th floor and enjoyed a little duckpin bowling. I wish I had asked for the name of the gentleman at the front desk because he was so kind and remembered us the next day when he saw us. We decided to grab a bite to eat at The Met Cafe, and we had Diedier (sp?) as our server. We sat at the bar and had a very enjoyable conversation with him. He was such a wonderful server and did such a great job explaining the level of care they take at the hotel to train their staff on safety measures for allergies (since I have Celiac Disease). He recommended the chocolate lava cake which we came back for the following night after our baseball game. We were so impressed with the level of service and how friendly everyone was at this property so much that I will always look for a JW Marriott Marquis when we travel to other large cities. Top notch hospitality!