I reviewed the JW Marriott Grand Rapids in July 2013 after 2 stays. In the time since I have stayed another 3 times and have to say I need to change from a rating of 4 to a rating of 3.
I still agree that nearly all of the hotel basics; clean room, nice bathroom, fitness center, generally polite staff are still well-represented at this property. In these areas the hotel is top notch.
However in my subsequent visits there have been a few noticeable detriments to the JW Marriott experience at this property. As I've recently become a Gold Marriott member, I've been able to utilize the Lounge on the 23rd floor for breakfast, happy hour and dessert. The Lounge is absolutely tiny for the size of the hotel and the usage by guests. It appears to be about the size of 1 1/2 hotel rooms.. Every time I've visited - breakfast, happy hour, etc. it is packed with people. Also the food selection at the lounge is minimal - 2 cheeses, 2 small hot appetizer-size bites for happy hour and approx the same for breakfast. The evening hostess, while friendly is a bit "over" friendly for my taste with a very hit/miss approach to customer service. She's either all-over you or completely ignoring you.. no in-between. There are these very strange seat/desks near the window which are very uncomfortable and I guess intended for solo travelers.. it is an awful seating arrangement. It's just a very sad, sad place and on my last visit I didn't use the Lounge once.
Secondly on both of my most recent visits there have been technical issues with the television service where none of the local channels are available - they displayed "no signal". On the first visit, the problem was corrected in 1 day. On my most recent visit the problem lasted for 4 days and as of check out time was still not resolved. When I phoned the front desk they said it was the entire hotel and while apologetic could not give any further information on when it might be corrected. I mean REALLY... it's a television service.. it's JW Marriott.. you can't get this right?
I have high expectations for JW Marriott and have stayed at many of their other properties and have to say that the Grand Rapids property does not measure up to the standard set in other cities.
It is really painful to write a negative review of a JW Marriott property but in this case the facts are the facts and this property needs to take a serious look at "standards" and customer experience worthy of the JW Marriott name.
- Official Description (provided by the hotel):
- The JW Marriott Grand Rapids is everything you would expect and nothing you could have imagined. Situated in the heart of downtown Grand Rapids, Michigan, the JW Marriott Grand Rapids is meticulously designed for both business and pleasure. As the first JW Marriott hotel in the Midwest, the hotel offers 337 well-appointed, smoke-free rooms and suites on 23 posh floors. Each of which is outfitted with atypical amenities like a 37" plasma TV, as well as numerous other uncommon personal luxuries. From shareholder's meetings to lavish wedding receptions to intimate weekend getaways to The Spa, the JW raises the bar. In luxury. In service. In dining. In everything. ... more less
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- Also Known As:
- Marriott Grand Rapids
- Grand Rapids Marriott