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| - My family came into town last week to visit and we came here for a week staycation with my parents and adult siblings so I didn't have to host at my house and we could order cocktails at the pool rather than sneaking drinks into my community pool. I wrote this review while we were staying here and was hoping that someone might reach out to help improve our stay, but sadly no one did. I'm a platinum elite member with the pretty room key card for recognition, but past the $250 credit I got from staying at Marriot 20 some times a year, the trip just got worse and worse.
We headed over when my parents and siblings got into town and they wanted early check in so they could avoid the traffic coming into town. The room was supposed to be ready at 11am. It wasn't which wasn't a huge deal, but they said it would be a 30 minute wait so I headed over to get our weekend started. Once an hour had passed and no one came by to say the room was ready (they told the staff where we would be while we waited) they said the room was ready, but pending a manager walk through which would take about 30 minutes to complete. I got tired of the wait so I went home for a couple hours and my parent didn't call for another hour after I left when they finally got their room at 2pm. The day was already over by then and a monsoon was about 2 hours away, so we gave up on the pool.
If you saw my previous post, the pool wasn't anything to be excited about and I see a couple reviews that say the guests got infections from the pool a couple of weeks before we went. We did not get any infections, but I bet it was from another batch of kids with parents who weren't watch that were gathering water from the pond(ish thing, it got bigger from the monsoons) and pouring it on other guests and into the pool water. Tip for the hotel maintenance: throw some more chlorine in the water, please! There was one staff member who was trying her best to keep the children under control, but I remember getting pushes by a group of 8-10 year old boys who were yelling "SWIM FASTER, SHE'S GAINING ON US!". I was mildly annoyed the first time thinking they were just playing with their siblings and not being self-aware of the splashing because they were caught up in the fun, but my annoyance grew when I saw a staff member come by seconds later threatening to call security and those kids never got thrown out of the pool even hours later after getting even worse.
They have this new thing where you can opt out of daily turndown service and they automatically assumed we wanted that when we were never asked about it. Like I said in my previous review, I go on vacation to be lazy and as I mentioned above I came here to not have to host and clean rooms after everyone left. For 50 extra points (that is nothing) I do not want to make my own bed and miss out on my nightly pillow chocolate. After going down to the lobby and expressing my frustration, they acted sorry and even sent up a bottle of wine (it was a $30 bottle on vinepair), but they didn't make the change to the system so the next day I had to go back down and hope that they got it right that time (they did, thankfully). After not having a made bed for 3 days and being frustrated while trying to relax a $30 bottle was more of an inconvenience when it piled up in the room trash can that hadn't been emptied in days. Even when the turn down service was in place I felt that they weren't ready to accommodate that basic service and it took them about 3 hours to get to our room. I think they just don't want to hire more staff so they are trying to sneak it past you to save on their operational costs.
While I'm complaining (I feel like I sound whiney at this point, but I'm just putting it all out there), they kept the A/C in the hallways at about 80 degrees. I live in AZ and keep my house at 80 degrees during the weekdays, but there are two of us. A hallway filled with people gets toasty when the A/C is at 80 and I would be sweating by time I got to the ground floor which was always a nice 70 degrees.
Honestly, I think this place is just cutting corners to keep costs down between the one lonely and overworked staff member at the pool enforcing rules on a weekend, the A/C temp in the hallways, and the lack of cleaning staff. I'd rather they charge me a higher rate and make the place nicer. This is a JW Marriot after all. In all fairness, I'm from Laguna so when I think of Marriot I automatically get pictures of the Laguna Cliffs Marriott in my head, but this place was nothing in comparison. I was expecting that the lower cost was because we are in Scottsdale where property is 1/3 of the cost of Laguna Beach, but I was paying half the cost and getting half the service which makes no sense when you take that into account.
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