We chose JW Marriott Las Vegas for a Valentine’s week milestone celebration, a 50th anniversary and birthday with my fiancée’s aunt and uncle. This was not our first stay. In fact, we stayed here in August for my fiancée’s birthday and had an exceptional experience. That visit is exactly why we confidently brought our family back for such an important occasion.
Unfortunately, this stay was the complete opposite.
We arrived late due to travel delays and were assured at check-in that everything was set up in the rooms, that our Platinum benefits were accounted for, and that we were fully taken care of. However, we were not offered available upgrades, nor were we provided our food vouchers at check-in.
Upon entering the rooms, several promised arrangements were missing. The welcome amenity for my fiancée’s aunt and uncle was not there. A requested accessibility item had not been delivered. A celebratory champagne and chocolate arrangement intended to make up for the missed welcome was sent to the wrong room.
Because of the delay and our desire to ensure everything was correct for our family’s special celebration, we had to return to the front desk to address these issues. That is not something guests should need to do during a milestone event.
What was most disappointing was not simply the errors themselves, but the lack of ownership and follow-through afterward. Management reached out asking how they could make things right, yet there was no meaningful resolution and no continued communication.
As Platinum members who travel frequently and intentionally choose Marriott properties worldwide, we understand that small oversights can occur. What defines a luxury brand is how those moments are handled. This experience did not reflect the standards we have come to expect from JW Marriott, especially after such an exceptional stay just months prior.
The only standout during this visit was Rochelle at Hawthorn Grill. Her professionalism, attentiveness, and warmth were genuinely appreciated and reflected the service level we anticipated throughout the property.
Мы вернулись сюда всей семьей из-за превосходного обслуживания, которое мы получили в августе. Глубоко разочаровывает, что отель, способный обеспечить такие высокие стандарты, так заметно подвел нас во время такого уникального события.
Мы искренне надеемся, что руководство внимательно изучит этот вопрос. Лояльность строится на последовательности, а доверие поддерживается благодаря ответственности.
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Unfortunately, this stay was the complete opposite.
We arrived late due to travel delays and were assured at check-in that everything was set up in the rooms, that our Platinum benefits were accounted for, and that we were fully taken care of. However, we were not offered available upgrades, nor were we provided our food vouchers at check-in.
Upon entering the rooms, several promised arrangements were missing. The welcome amenity for my fiancée’s aunt and uncle was not there. A requested accessibility item had not been delivered. A celebratory champagne and chocolate arrangement intended to make up for the missed welcome was sent to the wrong room.
Because of the delay and our desire to ensure everything was correct for our family’s special celebration, we had to return to the front desk to address these issues. That is not something guests should need to do during a milestone event.
What was most disappointing was not simply the errors themselves, but the lack of ownership and follow-through afterward. Management reached out asking how they could make things right, yet there was no meaningful resolution and no continued communication.
As Platinum members who travel frequently and intentionally choose Marriott properties worldwide, we understand that small oversights can occur. What defines a luxury brand is how those moments are handled. This experience did not reflect the standards we have come to expect from JW Marriott, especially after such an exceptional stay just months prior.
The only standout during this visit was Rochelle at Hawthorn Grill. Her professionalism, attentiveness, and warmth were genuinely appreciated and reflected the service level we anticipated throughout the property.
Мы вернулись сюда всей семьей из-за превосходного обслуживания, которое мы получили в августе. Глубоко разочаровывает, что отель, способный обеспечить такие высокие стандарты, так заметно подвел нас во время такого уникального события.
Мы искренне надеемся, что руководство внимательно изучит этот вопрос. Лояльность строится на последовательности, а доверие поддерживается благодаря ответственности.