JW Marriott Las Vegas Resort & Spa

Will never stay again

4.0

Suite room was spacious and big

− Everything else. Got served with rotten eggs and stinking utensils at hawthorn grill restaurant for breakfast. Got overcharged for the rooms. Staffs always avoided the issue by giving not their problem attitude.

Definitely much better than staying in Vegas.

10.0

Massive comfortable room, superb buffet evening meal in Market Place. Best prime rib we have tasted and that is just the buffet. Pool area is big and really nice too.

− Having to pay $45 resort fee on top of room rate when miles out of Vegas!

Unclean resort please stay elsewhere

2.0

My recent stay at JW Marriott Las Vegas Resort & Spa fell significantly below the standards I expected from a property of this caliber. From the moment I checked in, I was genuinely excited and had high expectations. However, those expectations quickly deteriorated. Upon arrival to the room, we encountered visibly dirty towels, which immediately raised concerns about cleanliness and quality control. Unfortunately, the experience continued to decline. During a visit to Hawthorn Grill, I became ill after being served undercooked food. Back in the room, the Keurig machine was visibly unclean, and when I called to request hot water, I was informed there would be a $10 charge. While the cost itself was not the issue, the lack of basic hospitality and discretion in that moment (given the fact I was requesting it due to a sickness caused by a restaurant on property was concerning and indicative of broader service gaps. Additionally, on Saturday morning, I requested a clean Keurig along with sugar and cream so I could make coffee in the room. After waiting over two hours with no follow-up, I called again, only to have the next representative express surprise and note that the request had been marked as completed. A second request was submitted, but after an additional 20 minute delay with no resolution, I ultimately had to leave my room and go downstairs to Earl Cafe just to get a basic cup of coffee. This level of breakdown in service both in execution and internal communication is extremely concerning. Housekeeping was equally disappointing. When staff arrived while we were unavailable, we asked if they could return in a couple of hours. They agreed but never came back, leaving us without fresh towels or clean linens for the remainder of the day. This reflects a clear breakdown in communication and follow-through. Overall, there appears to be a disconnect between management expectations and on the ground execution. Cleanliness and service are fundamental to any hotel stay, and unfortunately, neither met even baseline standards during this visit. I do want to acknowledge a few positives: the spa experience was excellent, and the staff at Earl Cafe were warm, welcoming, and professional. Those moments, however, were overshadowed by the broader issues. This experience was extremely disappointing and not reflective of the brand reputation. I hope this feedback is taken seriously and reviewed at a leadership level, as there are clear opportunities for immediate improvement.

Highly recommend. Absolutely excellent in every way.

10.0

The most incredible resort experience from start to finish. JW Marriott Las Vegas Resort & Spa completely exceeded our expectations. The property itself is absolutely beautiful, peaceful, and so well maintained, but what truly made our stay unforgettable was the staff. Every single person we encountered was genuinely kind, welcoming, and helpful. Not just polite… but warm. You can tell they actually care. From check-in to dining to simply walking through the lobby, everyone greeted us with a smile and made us feel valued. The valet team especially deserves recognition. They were prompt, professional, and so friendly every time we arrived or left. They made everything effortless and always greeted us with such positive energy. It really set the tone for the entire experience. It’s rare to stay somewhere that feels both luxurious and personal at the same time, but this resort truly delivers both. We left feeling relaxed, taken care of, and already talking about when we can come back.

Platinum Loyalty Should Mean Something: A Deeply Disappointing Return Stay

2.0

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. We brought our family back because of the excellence we experienced in August. It is deeply disappointing that a hotel capable of delivering such high standards failed so noticeably during a once in a lifetime celebration. We sincerely hope leadership reviews this carefully. Loyalty is built through consistency, and trust is maintained through accountability.