W Amman

Had a great stay at W Amman! The hotel is beautiful, modern, and very clean. The room was spacious and comfortable, and the staff were friendly and helpful.

To be completely honest, I would strongly recommend looking for another property in Amman. ​My stay was extremely disappointing due to major service failures from start to finish: ​Unacceptable Delay: The check-in process took far longer than expected, making for a frustrating arrival. ​Poor Communication & Unmet Requests: Preferences I had specifically discussed and confirmed beforehand through the Marriott Bonvoy reservation team were completely ignored, with incorrect information conveyed. Also the one of the rooms booked the alarm clock was faulty. ​Severe Disruption: The level of service was so poor that it caused a deeply embarrassing situation with my guests, ultimately forcing me to leave and book another hotel. ​While the location itself is good, the front desk and management standard falls well short of expectations for a hotel in this category.

I have been a loyal customer of W Amman since 2018 and have always been treated with professionalism and respect. Many staff members have become people I genuinely know and appreciate. Unfortunately, what happened at the WET Deck during my sister’s pre-wedding celebration on Wednesday, August 5, 2026, was completely unacceptable and changed the way I view the hotel. We had a confirmed reservation for 14 guests, including visitors from the United States. Before our arrival, we were told that the venue was full. Yet when we entered, only around six to eight tables appeared occupied, while most of the WET Deck was empty. My wife and I arrived first with five male friends from the United States. The rest of our group was delayed and arrived shortly afterward. When my brother reached the entrance, the receptionist told him that we had “lied” and “scammed” him. He then threatened that if one more male guest arrived, he would personally come upstairs, drag us out of the hotel, and kick us all out. I could not believe an employee representing W Amman would speak to guests this way, so I went downstairs to confirm what had been said. Instead of apologizing or explaining any policy professionally, he repeated that I had lied and again said he could remove us from the rooftop. The Arabic expression he used did not merely mean asking us to leave; it clearly implied physically dragging us out. This was not a misunderstanding. It was a direct threat toward paying guests attending a family celebration. I reported the incident to the WET Deck supervisors, who were extremely professional, supportive, and helpful. Their intervention was the only part of the situation that reflected the standard expected from W Hotels. After I returned to our table, however, the receptionist sent a security employee upstairs to stand near us and monitor our group. His behavior and body language felt deliberately intimidating, as though he was waiting for a confrontation. We felt watched and treated like troublemakers despite behaving respectfully and having a confirmed reservation. The situation became even worse when my sister, the bride, arrived with her future husband. The receptionist allowed her to enter but refused entry to the groom, saying there was only one woman upstairs. I again had to call a supervisor to intervene so the groom could attend his own pre-wedding celebration. The remaining female guests arrived only minutes later. Our final group was exactly 14 people: six women and eight men. There was no scam, no deception, and no justification for the accusations, threats, or humiliation. The employee appeared to be named Hassan. He wore a black or dark suit with a dark shirt and appeared responsible for both WhatsApp reservations and reception. Everything should be visible on the hotel’s CCTV, including our arrival, the conversations at reception, the refusal to admit the groom, and the security employee being sent upstairs. I strongly request that W Amman’s senior management review the footage, reservation records, and WhatsApp communications. This was far more serious than poor customer service. We were accused of lying, threatened with being physically dragged from the property, intimidated by security, and forced to seek a supervisor’s help just to allow the groom into his own celebration. We felt as though we were entering a low-class bar where threats and humiliation were normal, not a five-star international hotel. A night that should have been a joyful celebration was instead defined by embarrassment, hostility, and disrespect, particularly in front of our overseas guests. After eight years as a loyal customer, I never expected this treatment from W Amman. I hope this reaches the General Manager and senior W and Marriott management. This incident deserves a formal investigation, a clear explanation, and accountability.