JW Marriott Resort & Casino

What a beautiful property. We are locals and this is our favorite resort in Las Vegas. Everything they have done to remodel the place is top notch. We were happy hour hopping at all the restaurants for our anniversary and decided to finally take advantage of the rooms and the resort credit offer, And man are they done beautifully. The only reason why it’s not 5 stars is we felt like the resort credit deal was a bait and switch and is set up to make you believe your getting something your not. When you click on the option to boom a room on the website below the booking it says included 50 credit. But apparently that’s not the case ? I guess you have to read the fine print and type in the promo code after hitting select. Oh well guess they got us on that one. We will still be back, not to stay again but definitely to dine.

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.

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.