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“Great location, lacks customer service”

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JW Marriott Denver Cherry Creek
Ranked #21 of 158 Hotels in Denver
Certificate of Excellence
GreenLeadersBronze level
Reviewed 27 April 2014 via mobile

We have stayed at this hotel twice now and both times we had to wait for someone to come to the front desk to check us in, and getting the car out of valet always seems to be quite chaotic.
The rooms are lovely, very relaxing-and the location cannot be beat.
However I wish they would address the lack of caring at the front desk and do something to organize the valet.

Stayed: April 2014
Thank Amylee77
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 29 April 2014

Thank you for taking the time to share your experiences. I am delighted that you find the rooms and the location attractive; we think that Cherry Creek is a very special area. I am sorry that you have found the front desk and valet to be unresponsive during your visits--this is not the level of service we strive for. I have already addressed your comments with our managers. I am sorry that we failed you, and sincerely appreciate you letting us know. We hope to earn your business again. If you would like to let me know the next time your travels bring you to Denver, I would be happy to assist you personally.

Dave Pease
General Manager
JW Marriott Denver

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Reviews (935)
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492 - 498 of 935 reviews

Reviewed 22 April 2014

The room was comfortable. Housekeeping brought up extra towels within 5 minutes of us checking in. The next day however, we did not receive cleaning service until after dinner. We were in and out throughout the day and perhaps they were waiting for us to stay gone. The shower door did not contain the water and so puddles on the floor. We did not get the wake up call on Monday morning so beware to not trust it if you need it. We were checking in at noon and were told that if we could wait a couple of hours we could have the upper floor room with a view, but if we wanted to check in presently, we could take a 3rd floor room, which we did. we needed to freshen up and make it to an appointment. (check in is probably 3 o clock anyway. )staff was very friendly. we were surprised by the extra fee for parking which of course is not included in the room fee. again service was efficient and friendly and the room was comfortable.

Thank DBoulevard
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 April 2014 via mobile

The front desk (Spencer) was incredibley nice at check-in. He was working later in the week and was equally charming.

The salon is a must do. I got probably the best ever haircut from Tyler. If I'm back in Denver, I will definitely schedule another appointment.

The bar was clean, lively and fun. As for the Godiva Chocolate martini. Oh my!

I could write a book on the concierge service on the 11th floor. The Marriott bacon and breakfast... Need I say more!

  • Stayed: April 2014
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Thank Tammi B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 21 April 2014

Thank you for your comments! It means so much to our associates that you remembered their names, and I have shared your comments with them. We are very proud of their outstanding customer service. Thank you for taking the time to write a review. We will look forward to welcoming you back for another awesome stay the next time your travels bring you to Denver!

Dave Pease
General Manager
JW Marriott Denver

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Reviewed 16 April 2014

Our stay at the JW Marriott Denver Cherry Creek was nothing short of amazing! The hotel was pristine, service was divine, and the location could not have been more perfect! This hotel is directly across the street from an amazing shopping mall, and a couple of blocks from delicious restaurants! The concierge level was top notch, as was the gym. I can't wait to stay here AGAIN!

  • Stayed: March 2014, travelled as a couple
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2  Thank Laine W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 17 April 2014

Thank you so very much for your review. Your kind words are truly appreciated by our staff, and we could not be more pleased that you found your visit here amazing! There is always something new to see in Cherry Creek, and we will look forward to your next visit. Thank you again.

Dave Pease
General Manager
JW Marriott Denver

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Reviewed 16 April 2014

We stayed in 20.03 -26.04.2014 .

Reception staff very friendly and nice. Breakfast very poor for a Marriott restaurant range. In any country where we have traveled and stayed a hotel of this caliber was not so poor. No fruit, vegetables, cheese, cereals, cakes etc, only eggs, eggs .... Even a poor 3 star hotel was more diversifare.
The restaurant staff was not responsive to our wishes. Too bad!

Room Tip: Behind the hotel rooms are noisy from the central air conditioning
  • Stayed: March 2014, travelled on business
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1  Thank Floricescu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 17 April 2014

Thank you for your review. I apologize that you found the restaurant breakfast too limited, and that you found the restaurant staff unresponsive. The service you experienced is not the service we strive to provide to all our guests. We are providing additional training to our staff regarding the healthy options available on our breakfast menu and the many ways we can customize our breakfast offerings. We appreciate your feedback on both the restaurant and the room noise so that we can correct these issues. I hope that you will visit us again, and you will find a completely different experience. Thank you again.

Dave Pease
General Manager
JW Marriott Denver

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Reviewed 13 April 2014

Very nice hotel with a fantastic location.....walking distance to shopping and great restaurants. Concierge floor is worth the price difference with full breakfast, complimentary cocktails and appetizers and cookies in the evening ....also a cooler full of comp soft drinks/ water, etc.
Staff was very helpful...king room with mountain view is very spacious.

Room Tip: King mountain view concierge level is the way to go!
  • Stayed: April 2014, travelled as a couple
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1  Thank jungletraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 15 April 2014

Thank you so much for your kind comments! We are delighted that you enjoyed your stay with us. I appreciate your comments regarding the Concierge Lounge also, which we strive to make both comfortable and convenient for our Concierge guests. We look forward to welcoming you again soon. Thank you again.

Dave Pease
General Manager
JW Marriott Denver

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Reviewed 10 April 2014

I was pretty excited to stay here while we were in Denver for a work meeting. The staff were all very friendly and kind, especially the cleaning staff. However, our room was small and somewhat outdated. The appliances had scuffs and scratches which was a bit off putting.

  • Stayed: April 2014, travelled on business
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2  Thank Jessica W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Nick W, General Manager at JW Marriott Denver Cherry Creek, responded to this reviewResponded 11 April 2014

Thank you for your kind comments regarding our staff. I apologize that you found your room too small. We are very concerned that you found scuffs and scratches, and have the housekeeping and engineering staff working to make certain all our rooms are in perfect condition. Thank you for mentioning this so we can take care of the issue. I hope you will give us another opportunity to serve you on your next visit to Denver. If I can be of any assistance, please let me know. Thank you again for your review.

Dave Pease
General Manager
JW Marriott Denver

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about JW Marriott Denver Cherry Creek

Address: 150 Clayton Ln, Denver, CO 80206-5675
Region: United States > Colorado > Denver > Cherry Creek
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access
Hotel Style:
#6 Spa Hotel in Denver
#7 Family Hotel in Denver
#10 Romantic Hotel in Denver
#11 Business Hotel in Denver
#12 Green Hotel in Denver
#14 Luxury Hotel in Denver
Price Range: £202 - £379 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — JW Marriott Denver Cherry Creek 4.5*
Number of rooms: 196
Official Description (provided by the hotel):
Welcome to the JW Marriott Denver Cherry Creek, the iconic luxury hotel in Denver’s top shopping & nightlife district. Our award-winning Denver hotel offers exemplary service and effortless style. Centrally located, guests can enjoy easy access to Denver’s top downtown attractions, as well as Cherry Creek North’s more than 400 chic boutiques, restaurants and galleries. The hotel’s 196 guest rooms offer over 400 square feet, many of which offer spectacular Rocky Mountain views. The rooms are complimented with spacious marble baths, complimentary wireless internet and delicious food offerings for Concierge Level guests. Second Home Kitchen + Bar serves creative American classics, with a lively bar scene and outdoor fire pits. For a little relaxation, head to Antoine du Chez, our on-site salon & spa. The hotel is located in the heart of Denver’s prestigious Cherry Creek shopping district, just steps from the Cherry Creek Shopping Center. Immerse yourself in timeless luxury at the JW Marriott Denver Cherry Creek. ... more   less 
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Also Known As:
Jw Marriott Denver Cherry Creek Hotel Denver
Jw Marriott Cherry Creek
Marriott Denver
Denver Marriott

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