As a Marriott Platinum Elite, United Global Service, Fiesta Rewards Platinum, and Hilton Gold member, I have seen great service and a complete lack of service over 30 years and millions of miles of travel.
The JW Marriott does NOT live up to my expectations of what the JW brand is supposed to represent.
Two days prior to arrival, received an email from Austin Westbrook (‘Front Office Manager’) describing how they were going to do everything possible to provide good service (boiler plate text in the email).
I responded, advising I would be arriving about 3 p.m. and was interested in a quiet room.
Note that I booked an Executive King, Corner Room.
Upon arrival, was assured by reception that they had picked out a good room for me.
Literally dropping my bags in the room and heading out for a late working lunch, I did not pay any attention to the room.
Returning that evening, I discovered that the ‘quite’ room was in fact located adjacent to a LARGE cooling system (big fans) on the roof of the building next door, that the room was NOT furnished as listed on my reservation, and that the “High Speed WiFi” option provided between 0.4 and 4 Mbs speeds, that is when it was not disconnecting me on a regular basis.
The response from Mr. Westbrook 24 hours after reaching out to him was to say “Please accept my apologies” and “What can I do to regain your trust”.
A further e-mail has so far received zero response (more than 24 hours ago).
So, here I sit in a room that is not outfitted as advertised (forget the idea of an upgrade, apparently that is not something this hotel does for Platinum Guests), with substandard WiFi (to say the least).
Very simply, SAVE YOUR MONEY and do not waste your time here.
The Marriott 100 yards away provides far better service and quality of rooms (did I mention that this room has holes in the carpet??).
This all boils down to one word: PATHETIC.
Mr. Marriott and the Exectuive Team can be certain that I will never spend another penny in this hotel and will keep this experience in mind when choosing where to stay as I spend the next 70 - 90 nights traveling on business across the Globe during the remainder of 2014.
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- Also Known As:
- Marriott New Orleans
- New Orleans Marriott