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Business · November 20252/10
First off, I recently achieved Ambassador Elite status with Marriott Bonvoy a few months ago. I received a very nice email from the Ambassador Elite Concierge team with my own personal Concierge. I ...First off, I recently achieved Ambassador Elite status with Marriott Bonvoy a few months ago. I received a very nice email from the Ambassador Elite Concierge team with my own personal Concierge. I was very excited although hoping I would never really have to used them for anything. Well, I learned a lot about this so-called service provided by Marriott and after our recent stay at the JW Marriott Anaheim, I can confirm what many have already reviewed – it is really a “smoke and mirror” service – they really do not add much value. I will circle back to this.
As my work brings me to Anaheim, CA every month for at least 10 days, I stay very often at the JW Marriott as the team there was very good and it was a nice property. But, I can certainly say that on my most recent stay last week, it was 110% the worse experience I have had at any Marriott property.
It first started off with a relatively simple room request. When I made the original booking, my wife and daughter were both joining me for the trip so we need two Queen beds. It ended up that my daughter could not travel with us and it was only my wife and myself. I had emailed the Guest Recognition Coordinator at the JW Anaheim a few days before arrival as they send out an email a few weeks before arrival asking if you need any assistance planning your trip. Usually, I get an answer as I know them but this time nothing. Already probably not a good sign. (Please see attached photos for email correspondence.)
Upon arrival at check-in, I request to see if any message has been passed down to accommodate a room change to a King bed but nothing has. Then I ask the front desk team to see if there are any rooms available with a King bed and he advised that unfortunately, everything is sold out but to check back later in the week. So out of curiosity, after we settle in, I go online at Marriott.com to book a room to see room availability and I can book a room with a King bed and/or a Suite that has a King bed for the exact dates we were staying.
At this point, my frustration level is rising. So, they have regular King rooms available but for whatever reason do not make the change. Then, with my status at Marriott, they usually offer a complimentary upgrade to a Suite which is also available for the entire duration of our stay. If you do not want to offer a solution when it was available for whatever reason, that is fine but be honest with your customers.
The next morning, I sent an email with screenshots of the room availability online to both my “personal” Amabassador Elite Concierge and to Jovani Guzman, Director of Room Operations at the JW Anaheim explaining the situation to see if they can assist with my request. From Mr. Guzman, there is no response at all for the duration of my stay – radio silence, almost like he was just trying to avoid the situation. To be fair, I know someone did try to call me on the Monday morning from JW Anaheim but as I was in meetings, I could not answer. But there was no message left and no email response. If Marriott as an organization allows their properties to send out such emails below to guests before they arrive, they are setting expectations that they should live up to or else, do not pretend to be a premium brand. (Please see attached photos for email correspondence.)
As for the Ambassador Elite Concierge, this is the response and resolution provided and after this, radio silence. No follow-up to see if a resolution was had. After the email below, I once again re-emphasized with screenshots included that it was clear rooms with King beds were available and I would go online to book them. (Please see attached photos for email correspondence.)
Still to this day, a week after our stay, no one from either JW Anaheim or the Ambassador Elite has attempted to reach out. Honestly, this type of Customer Service does not live up to the brand that Marriott and JW Marriott market themselves to be.
Moving on to the quality at JW Anaheim it has really decreased tremendously over the past months. One of the robes in our room had a hole in it. There were cob webs above the window. The bathtub was not cleaned properly and had a brown stain ring around the drain.
The Lounge had an automated coffee machine that was down for the entire duration of our 10 day stay. Two nights when we went up to the Lounge to make a tea, we could not get hot water from the automated coffee machine as it was not working so we had to try and get water from the thermos that is there. But at 9:00pm, an hour before the Lounge closes, they already did not refill the hot water. The team there was kind enough to microwave some water for us.
They also missed two days of room cleaning even after reminders. The second time, I had requested that they at least send up some replacement towels which was confirmed by telephone and also within the app. And of course, nothing showed up until the next day cleaning.
Service at the pool side bar was also terrible. My wife waited by the window to place an order and nobody acknowledged her although servers walked by not busy and one even stepped in front of her to open the window.
We can honestly say, that the only team at the JW Anaheim that provided consistent premium and attentive service was the team at Toca where we had breakfast most of the time. They were friendly, accommodating and customer-first focused.
We have stayed for more than 135 nights this year at various Marriott properties and many nights at the JW Anaheim, and this was by far the absolute worse experience. We wanted to share this review to create awareness to others planning on staying at the JW Marriott Anaheim – which is an expensive property – that unfortunately, the quality and service has dropped to an unacceptable level. For that price and service, you should really consider other Marriott properties in the Anaheim area.Show More
