JW Marriott Marquis Miami

From the moment of arrival, the front desk team displayed an unwelcoming and dismissive attitude, as if we were requesting complimentary services rather than being paying guests. This tone alone set an uncomfortable first impression.

More concerning issues followed:

I informed the front desk that a friend would be arriving later that evening and requested assistance in finalizing the deposits. This request was refused and the guest waited more than 1 hour to give him the room key.

My guest were held at reception for nearly one hour until I personally arrived, which caused unnecessary inconvenience and discomfort.

When I contacted the front desk by phone to request assistance with arranging airport transportation, the agent raised her voice and reacted unprofessionally when the landline connection was unclear and I asked her to repeat the information.

I also requested luggage assistance. A trolley was left unattended in the middle of the lobby, and after waiting more than 10 minutes with no staff support, I had to handle the luggage myself.

Collectively, these incidents reflect a serious lapse in service standards, communication, and guest care. This is not the level of hospitality expected from a Marriott-branded hotel, particularly one positioning itself as a five-star property.

I am sharing this feedback directly with you because I believe such matters require leadership attention. This experience has unfortunately raised concerns regarding our confidence in selecting this hotel for a large group stay.

I would appreciate your review of this situation and clarification on how service standards are being enforced at the front desk level.

Thank you for your time and attention.

From the moment of arrival, the front desk team displayed an unwelcoming and dismissive attitude, as if we were requesting complimentary services rather than being paying guests. This tone alone set an uncomfortable first impression.

More concerning issues followed:

I informed the front desk that a friend would be arriving later that evening and requested assistance in finalizing the deposits. This request was refused and the guest waited more than 1 hour to give him the room key.

My guest were held at reception for nearly one hour until I personally arrived, which caused unnecessary inconvenience and discomfort.

When I contacted the front desk by phone to request assistance with arranging airport transportation, the agent raised her voice and reacted unprofessionally when the landline connection was unclear and I asked her to repeat the information.

I also requested luggage assistance. A trolley was left unattended in the middle of the lobby, and after waiting more than 10 minutes with no staff support, I had to handle the luggage myself.

Collectively, these incidents reflect a serious lapse in service standards, communication, and guest care. This is not the level of hospitality expected from a Marriott-branded hotel, particularly one positioning itself as a five-star property.

I am sharing this feedback directly with you because I believe such matters require leadership attention. This experience has unfortunately raised concerns regarding our confidence in selecting this hotel for a large group stay.

I would appreciate your review of this situation and clarification on how service standards are being enforced at the front desk level.

Thank you for your time and attention.

The room service, the service in general

Le bruit des ascenseurs juste à côté de ma suite

The staff were extremely unprofessional and clearly unhappy to work there. They ignored requests, showed no willingness to help, and even lied just to get me away from the counter. Because of this unacceptable treatment, I had no choice but to cancel my stay.

I requested a partial refund for the unused nights, and Booking.com support was very helpful—they confirmed they had emailed the property. However, the next day I was informed that my refund request was denied by the property. This was very frustrating, because I would not have left if the staff had been honest with me from the start instead of lying.

Overall, the experience was deeply disappointing. The staff’s behavior and dishonesty made my stay impossible, and the property refused to take responsibility afterwards.

Nothing

Peccato per il check in che é molto tardi, nonostante la richiesta di anticiparlo.