JW Marriott Grand Rapids

We had a wonderful stay at the JW Marriott. The room was beautiful, clean, and comfortable, and every staff member we encountered was friendly and professional. I especially want to recognize Lucas in valet. When my car unexpectedly wouldn’t start, he went above and beyond trying to help me get it jumped. Even though we weren’t able to get it running, Lucas was incredibly patient, kind, and willing to spend the time trying to help. His calm demeanor and genuine concern made a stressful situation much easier to handle, and I truly appreciated his efforts. Thank you, Lucas, and thank you to the entire JW Marriott team for providing such excellent service. I would gladly stay here again!

Just average stay, disappointing frankly. Lots of little things added up equal a less than great stay which is what I expected. I called to have my car brought up from valet for my early departure only to have the car there but no keys or valet in sight. The front desk looked at me like I was speaking another language but was no help. The even before, I had asked to buy a soda at the market only to be told they would open the market for me, but again, there was no one at the market to open it up. Again the front desk was helpless and slow to problem solve. The executive lounge was closed for a private event so the hotel used an alternate lounge for the night, except it was understaffed and unapologetically out of sodas. These hiccups start to add up no matter how nice the room is.

So sad, we have loved this place in the past. Attention to detail is lacking. First room had not been cleaned, next was good. Edges of carpet everywhere were filthy, soap scum in the tub, pen was out of ink, hot tub had been removed , steam rm and red lights were not hot, no breakfast or drinks in lounge any more. Platinum instead of gold required for entrance. Had to visit desk 3 times to get our keys to work. Food on buffet was Luke warm at 8 am, ice water was room temp. Windows in lounge were filthy on the inside. Expected so much more for a $639 room and $32. Breakfast.

This hotel is the top of the line in the Marriott chain and holds itself to those standards. The service and knowledge level if the staff is fitting with these expectations! No complaints about being short staffed or limits to service, valet, restaurant, housekeeping, etc! Thank you for another great stay. See yoy soon!!

Best experience I've ever had at a hotel! The staff responded quickly to both my urgent need and all the smaller requests I had during my stay. They went above and beyond to make sure everything was handled properly and that I was completely satisfied. The room was spacious, clean, and well-appointed, with excellent amenities. I especially enjoyed the steam room and pool. Every staff member I encountered was friendly, engaging, attentive, and genuinely hospitable. This hotel gave me a wonderful first impression of Grand Rapids and its residents. I highly recommend it and would gladly stay here again.