A Five-star hotel by definition is: of first class or quality. Buildings do not and amenities do not ensure a 5-star experience. Only people can elevate an experience to "5-star." Preparation and effort make the difference. Exemplary service also means understanding situations as the occur and providing quick solutions. It's not easy, but when well executed, rewarding.
8-Aug-2015: The JW was not ready for us today. I understand that the resort was hosting a large event but compromising guest services for those not attending is an unacceptable oversight.
Example: parking full.
Nobody in management planned for this. Really? If self parking is full, literally not one space, the valet should advise people when they arrive and inform guests of options.
Example 2: Poor Valet
Real valet is not "car parking." It is an experience that should make guests feel like they've arrived somewhere special. Today, the JW Marriott was below par. We arrived with 6 guests in our Lexus GX and simply put, your valet was a parking service, nothing more. Too bad.
What valet should be is prompt and courteous. Guests should be greeted with a smile and welcomed.
Most likely I'll return. I hope the JW Marriott is ready.