JW Marriott Marquis Miami

Roselyn and Eddie at the front desk made our arrival and stay feel easy and special. They were warm, efficient, and attentive, setting a great tone for the visit. JW Marriott Marquis Miami delivers a polished luxury experience, with real professionalism and attention to detail. I was disappointed, though, by our interaction at the Boulud Sud hostess stand. When we asked about happy hour, the hostess seemed judgmental about our clothes, and her attitude made us feel unwelcome. We decided not to eat there. I hope the feedback helps improve the guest experience.

Breakfast was a major letdown: $57 for cold food that was very poor quality. We also paid $75 a day for parking and a $35 daily destination fee, without seeing meaningful amenities or services to justify the extra cost. Our family vehicle was damaged while it was in the hotel’s care, which was upsetting and added stress. Staff were unhelpful and unresponsive, and we felt little hospitality or support throughout our visit. We stayed Thursday through Monday at $600 a night, so we expected much better. This was by far my worst experience at a Marriott, and it didn’t feel like a five-star hotel at all. A very disappointing stay. We won’t be back.

The manager who eventually got us a rollaway bed was very kind, and I’m grateful she stepped in when nobody else seemed willing to help. But at 1:30 a.m., I’m still trying to work out how we’re going to sleep. We’re here before a cruise, and after a long travel day this has been a terrible start. Both kids are still awake and feel like they’re roughing it. We booked because the hotel advertises itself as five-star, has a 4.4 rating, and is close to the cruise port. I told the representative there would be four of us, and they recommended a one-bedroom suite, assuring me it had two double beds, a pull-out couch, and a rollaway. Instead, we got one king bed. At check-in, we asked for the couch bed to be set up and for a rollaway. We went to dinner expecting it all to be ready, but nothing had been done. The front desk said someone would come up. After more than 30 minutes, we went down ourselves. Someone eventually set up the couch, but there was still no rollaway. After the kids showered, my husband went back downstairs and was told rollaways aren’t allowed in that room because of the carpet. That contradicted what we’d been told, and left our 12-year-old daughter and 14-year-old son expected to share a couch bed. I went down again, and thankfully the manager arranged a rollaway. We also had only two sets of towels for four people. More towels took a long time and several requests. The carpet didn’t look vacuumed, and there’s visible black mold around the shower edges, as well as in the sink where we brush our teeth. I have photos, but couldn’t figure out how to upload them from my phone. If you care about a clean room or expect timely help with basic requests like towels and bedding, I can’t recommend this hotel. I do want to thank the kind young woman at the front desk who ultimately helped with the rollaway. She truly tried her best, and I appreciate her help.

I’m in Miami weekly and will definitely stay here more often. I usually avoid downtown Miami, but this hotel was well worth it. The night desk crew were so friendly, they felt like family. The staff were great throughout. Andres answered all my questions about where to go during Art Basel, and Yessenia also helped when I called to confirm an event. Both gave great advice and service. I saw Erick being attentive to guests the whole time, hustling and making everyone feel welcome.