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TripAdvisor traveler rating4899 reviews
Great hotel, will come back
Great hotel with great ameneitirs. Unfortunately some things arent available due to corona virus, but “all in” I could see how this place could be more awesome and even better! Nice pool areas, amazing beach and good restaurant options onsite. Also some cool amenities like tennis, driving range and more. Will definetly return!
Great beach and friendly service = great stay!
I had a good time at this hotel from the moment I checked in. I valeted my car since it is only $5 more than self-parking. There was a wait at check-for several minutes as the sole agent was stuck answering a callers million Coronavirus questions. Once she was done with the phone call, she was extremely friendly. She acknowledged my booking through Fine Hotels & Resorts as well as my Marriott Gold status. She offered me a choice of rooms. I had an awesome view of the gulf to include a wonderful sunset view from the great balcony! The bed in the room was quite comfortable as well. The service at Quino's, the pool bar was extremely friendly. The pool was busy with lots of kids, so I didn't spend anytime there. I did spend time in the gulf which was the PERFECT temperature. The beach was supremely relaxing with fine white sand and was large. I ate dinner at Maia (see separate review). Every staff interaction that I had was friendly. I'd return to this hotel in a heartbeat.
Just what we needed!
A few weeks ago my girls and I decided to take a mini road trip to get away. This hotel has stunning views and brilliant hosts. I’d like to thank The Recreation Manager Chris for going above and beyond to help us resolve an issue. Lindsay and Edith providing an amazing check-in experience. Then last but not least, Daniel in beach services was very prompt and exceptionally polite during our stay. This property has taken the necessary precautions for all guests to be safe and sanitary. With stations throughout to minimize the spread of germs! The food was phenomenal and we look forward to coming back very soon! Thank you for such a wonderful team and allowing us to feel like we’re in paradise during these difficult times!
Awesome Marriott Experience- 20th Anniversary
We just returned after a great couple of days at the resort celebrating our anniversary. Been here before, but first time w/out the kids. Check in was smooth and welcoming. Our room was AWESOME- Lanai Suite, highly recommend this experience. F&B was spot on - food was always wonderful (my favorite was the blackened grouper sandwich) and the staff all positive and delivering great service. I recognize how difficult it must be to operate during this time. The team did a wonderful job from check in to check out. People that complain here need to understand and expect that it’s a challenging time to operate and respect what these folks are doing with limited resources. We will be back for sure!!
The worst experience at a JW Marriott I have ever had
I’ll name just a few major issues: We paid extra thru AE Fine Resorts for a Gulf view. Upon check-in at midnight, the front desk attendant who greeted us with a frown told us they upgraded us. Wrong! We were actually downgraded to a room which looked over the side of the hotel. When I explained to another front desk attendant the next day that we paid extra for a gulf view, they did nothing about it. He just said sorry my manager said we can’t credit you the $. Ours came with a free breakfast. Unlike any other JW Marriott, they gave us a $50 voucher we had to carry around and give to our waiter at a breakfast we had to wait over 30+ minutes each morning to eat. Two basic omelettes, 2 coffees, 1 orange juice, and a side of bacon cost $75! The paper voucher wasn’t even enough for the breakfast. I understand having to have a limited menu and only certain restaurants open. The restaurants that were open were ridiculously expensive, with a bad menu and mediocre food and service. Prices comparable to Hawaii. Drinks were $15 each. They said they were keeping it at 25% capacity. They told me that before I booked the reservation - and even while I was there. There is NO WAY it was 25% full. It was freaking packed! Long waits for restaurants, the pool was super busy and always a line at the front desk with people complaining. It was staffed for 25% full, but super crowded. So many people complaining. Management was no where to be found and the workers had no idea what to do. I genuinely feel management at this hotel lied to its customers and price gauged us while we were there and gave them our business during a questionable time to travel. There was no time I was there that I felt appreciated or that there was good customer service for a very loyal platinum member. Literally the worst managed hotel I have ever been too. I would be more sensitive and understanding due to what is going on, but I really feel like we were just being taken advantage of with the high prices, poor customer service, bad food and just overall chaos with too many guests and not enough services or employees working.