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  • Your first impression of the JW Marriott is beautiful. Everything is very large and looks brand new. However my experience was not as beautiful. I came to this resort for a conference related to disabilities. one of our advocates recently has had ankle surgery and has challenges with walking long distances. The night we checked in we requested a wheel chair for the time of our stay there. We first were informed upon our request that there will be a charge involved. Then we were informed that they did not request one. The individual that had the challenges needed a large wheel chair. We received a small chair that compromised the safety of the person pushing it as well as my friend in the chair. When we asked for a larger chair they informed us that there will be one available the next day after 12:00. To my surprise they were very helpful and we received the larger chair the next day like they said with no issues. After receiving the larger chair within 24 hours something changed. For some reason the large wheel chair we had was intended for emergencies. The individual who needed the chair was in their room trying to get rest when a few security guards and management came to the room to confiscate the equipment. The individual was by them self and was startled so she locked the door and tried calling for a friend for assistance. In that time another individual that was in our group on the trip with us was on their way to the room and happened upon this situation. JW Marriott did offer to call a service to get us another chair when they informed the new person involved that they would be taking the large wheel chair back. At this time it was at the end of out trip and emotions were high when the girl was scared and locked in her room. After the dust had settled we wanted to talk with management to try and get an understanding of the situation, get a break down on the SOP on the wheel chairs and maybe receive an apology for scaring our friend as well as inform them of how maybe they could handle the situation better. This is when it gets even worse. Not only did our friend not receive an apology;I had a very limited closed in conversation with a manger who was NOT sensitive to the situation and did not seem to understand the severity. For an establishment to have a conference hosting individuals whom assist and have challenges to be so unaware was frustrating. I advise you to stay away from horrible service,unprofessional, establishments like this when you are a member of the disabled community.
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