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“A fading star?” 4 of 5 stars
Review of JW Marriott Starr Pass Resort & Spa

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JW Marriott Starr Pass Resort & Spa
4.5 of 5 Resort   |   3800 W. Starr Pass Boulevard, Tucson, AZ 85745   |  
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Ranked #7 of 127 hotels in Tucson
Scottsdale, Arizona
Top Contributor
88 reviews 88 reviews
17 hotel reviews
Reviews in 33 cities Reviews in 33 cities
37 helpful votes 37 helpful votes
“A fading star?”
4 of 5 stars Reviewed March 18, 2013

The JW at Star Pass is a nice resort but it is clearly in need of some updates and improvements. I was pleasantly surprised that the front desk accommodated our request, made when we made the reservation, for adjoining rooms with the requested bed configurations (1 king & 2 queens). One room was ready when we checked in around 3:30 and the other room was not. Front desk associate took my cell # and said she would call when it was ready. Never got a call but when I went by the desk at 6pm they said it was ready. Bell staff was very friendly and helpful. Lazy River & Slide are kind of small but still fun. Water in the lazy river was at least 5 degrees colder than the water in the main pool. Chairs and umbrellas around the pools are in need of replacement. Slide shuts down at 5pm which is way too early especially considering it does not open until 11. Rooms are fairly large but are tired. The doors on the cabinet holding the TV just about fell off when the bellman opened them to show us the room. The luggage rack also collapsed when he put a suitcase on it. Beds were comfortable but overall the rooms need updating. There was a big iron burn on the carpet in one of our rooms. Also, one of our rooms had one robe while the other room had none. Self-parking is a long way from the lobby. Valet is pretty quick & efficient. Overall, a nice resort with pretty views conveniently located near central Tucson. If the JW Marriott Desert Ridge in Phoenix is a “5 star” resort, Star Pass is maybe a “4star”. If they don't put some much needed moey into the property it will fall to a 3 star and likely lose it's affiliation/branding as a JW.

  • Stayed March 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 22, 2013
Dear J S:

Thank you for taking time to share about your latest experience at the JW Marriott Tucson Starr Pass Resort & Spa. We sincerely value your personalized perspective about your recent experience, and I apologize that your experience did not exceed the expectations of excellence from a JW Marriott resort; your concerns will be communicated to the highest level. The resort has an extensive “Rejuvenation” scheduled for the summer of 2013 that will bring an authentic look to our rooms. As a TripAdvisor Top Contributor, we look forward to your return and the opportunity to make a lasting impression on your next visit. If there is anything else that I may be of assistance, please feel free to contact me directly at chad.lybrook@marriott.com

Warm regards,

Chad Lybrook
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (279)
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English first
Anchorage, AK
Senior Reviewer
9 reviews 9 reviews
8 hotel reviews
Reviews in 7 cities Reviews in 7 cities
4 helpful votes 4 helpful votes
4 of 5 stars Reviewed March 16, 2013

I have been coming to this resort with my family since it opened about ten years ago. We stay at this property because of it's proximity to the places we want to be near. It appears that since it opened there has not been any improvements and over the past two or three years the quality of service has declined significantly. The property itself is in a beautiful, quiet area, away from traffic and the views are remarkable. The resort has everything necessary to be great, but somehow because of lack of upkeep and service the hotel falls short of it's potential. Still, we stay there instead of some of the nicer, newer resorts such as the Ritz because it is the best in the area we wish to be in.

Here are the areas where it falls short: The Signature Grill restaurant food and service is mediocre and not recommended. The rooms are inconsistently cleaned, and turn down service when requested (twice on our last visit) cannot be counted on. Perhaps due to cost cuts they are short staffed? The towels are small and thread bear. The sheets are also sometimes thread bear. Why aren't they replaced? If I can see the holes, why can't the housekeeper? The rooms decor is tired and there are stains on the old carpets. The rooms close to the elevators (and at least the next two) are to be avoided. They don't seem loud when you are in them, but when you are lying in bed at night listening to them they are very loud. The rooms on the main side are far from the parking lot so if you are going to self park and don't want to walk a lot, request a room on the side closer to the parking lot.

Here are the good points: The smell of the mesquite wood burning in the pit during the evenings at the Salud Bar is wonderful. The Primo restaurant is quite good, though somewhat expensive and a little formal. There is a Starbucks downstairs. The valet parking staff is friendly and efficient. The rooms are big. There are nearby, easy to walk to trails for hiking, biking or running. The common spaces are nice and welcoming. The patio of the Salud bar is a perfect place to be in the morning with your Starbucks beverage and newspaper/ipad in hand. The beautiful location and city and mountain views are outstanding.

  • Stayed March 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 22, 2013
Dear Valued Guest:

Thank you for taking time to share about your latest experience at the JW Marriott Tucson Starr Pass Resort & Spa. We sincerely value your personalized perspective about your recent experience, and I apologize that your experience did not reflect what you expect and deserve from a JW Marriott resort, and I will communicate your concerns. The resort has an extensive “Rejuvenation” scheduled for the summer of 2013 that will bring an authentic look to our rooms. We look forward to your return and the opportunity to make a lasting impression on your next visit. If there is anything else that I may be of service, , please feel free to contact me directly at chad.lybrook@marriott.com

Sincerely,

Chad Lybrook
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
AZ
Contributor
11 reviews 11 reviews
3 hotel reviews
Reviews in 4 cities Reviews in 4 cities
2 helpful votes 2 helpful votes
5 of 5 stars Reviewed March 14, 2013

This hotel is in a beautiful setting in the foothills overlooking the city of Tucson. Two good restaurants, two pools, and three jacuzzis. A tequila toast every night on the patio is always a highlight even though I've heard it many times. Love sitting out on the patio with friends having a drink. Rooms are a nice size and very attractive with large bathrooms. Wonderful staff.

Room Tip: Ask for a room overlooking the city.
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  • Stayed February 2013, traveled with friends
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 22, 2013
Dear Valued Guest:

Thank you for your feedback on your past stay, I am delighted to hear that you enjoyed your experience. What an amazing experience sitting by the Fire Pits, roasting marshmallows and enjoying the gleam of the city lights. We look forward to your return and the opportunity to make a lasting impression on your next visit.

Warm regards,

Chad Lybrook
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Coral Springs
Top Contributor
64 reviews 64 reviews
25 hotel reviews
Reviews in 38 cities Reviews in 38 cities
30 helpful votes 30 helpful votes
5 of 5 stars Reviewed March 14, 2013

We selected this resort because of its proximity to Saguaro National Park (West). The setting in the Starr Pass area is beautiful. The gorgeous view from our room included the pool, golf course, and mountains. Breakfast was included in our room rate and was excellent. The fruit presentation was beautiful.......perfectly ripened and cut. My husband selected the Cold buffet most mornings while I enjoyed the made to order option. The wait staff was prompt, accommodating and very friendly. We were especially impressed by our hostess, Kathy, who knew our name by the second day. She was very friendly and expressed interest in our explorations of the area.
We thought the hotel was immaculate and were very impressed by the staff. Every staff member we came in contact with (even if just passing in the hall) greeted us morning, noon and night. I realize management probably expects this of their employees, but it certainly made us feel special and very welcome. We also noticed hotel personnel constantly picking up things, straightening and tending to the details needed to keep a resort neat and appealing.
The golf course is beautiful and there are hiking trails right on the property as well as a morning and evening Native American ritual which were both lovely. The pools offer variety... including two spas and a lazy river. My husband used the gym which he said was excellent. Our turn down service included 2 bottles of water each evening which we appreciated for our hikes in the National Park.
The only negative is that the hotel is on one side of the town and Saguaro Nat Park (East) and Sabino Canyon are on the other side with no expressway to get across town. My suggestion (if you are there for a short time) would be to choose the East or West side of town based on the activities and attractions you want to visit. There were several upscale places to stay on the East side of Tucson. However, if we return to Tucson, we would love to stay here again.

Room Tip: If you can, pay a few extra dollars for the pool/mountain view. It was beautiful.
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  • Stayed March 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 16, 2013
Dear Senior Contributor:

It was with great pleasure to read your review entitled “Impressive!”. We greatly appreciate that you were able to provide such a thorough account of your recent experience. I will also have to agree with you about our natural setting is just remarkable. Thank you for highlighting the associates’ friendly demeanors and we look forward to welcoming you back for another tranquil experience.

Sincerely,

Chad Lybrook
Guest Relations Manager
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Senior Contributor
32 reviews 32 reviews
15 hotel reviews
Reviews in 12 cities Reviews in 12 cities
6 helpful votes 6 helpful votes
5 of 5 stars Reviewed March 14, 2013

I had the opportunity to stay at the JW Marriott Starr Pass Resort & Spa about a week ago. It's definitely one of my all time favorite hotels. It's located on a hill and over looks the lights of Tucson at night. The views around the hotel are stunning. It even has hiking trails just outside the hotel that give you even more amazing views. The rooms are very clean and spacious. The bathroom is most excellent with a separate shower and tub combination. And I can't brag enough about the staff at this hotel. They are the most courteous people that you'll ever meet.

Room Tip: Try to be above the first level if possible - you'll have a better view.
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  • Stayed March 2013, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 15, 2013
Dear Mr. Anthony C:

We are glad that you had an enjoyable experience at the JW Marriott Tucson Starr Pass Resort & Spa. Thank you for the five-star review of your experience, it is always nice to get the perspective of a frequent traveler We sincerely appreciate your encouraging words and thank you for taking the time to share about your stay. We hope to see you back for many more enjoyable experiences.

Kind regards,

Chad Lybrook
Guest Relations Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Port Townsend, Washington
Senior Reviewer
8 reviews 8 reviews
6 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed March 13, 2013

This hotel is in a beautiful setting and everything about it is large and spacious. However, when you look more closely you start to notice that things are not done with any real attention to quality. Rooms are plain and okay. Bed was good, bathroom was nice. The toiletries are pretty bad, they have the patina of being nice, but it looks like some attention was paid toward the packaging but not to the content. This seems to be the general approach Marriott uses, and I say this having stayed in Marriotts all over the country, and in a few foreign places as well. We keep trying them because of our Platinum Elite status, but right now we are packing up to go over to the Westin as this place is feeling like a dandified motor lodge.

Also, be warned that the restaurant, "The Signature Grill", is good if you want lots and lots of poor quality food. We had lunch there yesterday and breakfast this morning. Yesterday we noted to our server that the menu items were falsely advertised, ("heirloom tomatoes" were anything but) but nothing was done other than an acknowledgment from our server that we "were totally deceived!" That was kind of cute, actually, but the servers are not able to fix the quality of food.

This morning we were served inedible pancakes, poached eggs that were just boiled into oblivion, toast that was no where near whole wheat, hash browns that had been re-heated so many times that the crust was hardened and tasted like cardboard. The Starbucks coffee might have been as advertised but it was so watered down it was hard to tell. Again, we had an adorable server who tried to fix things but his offer to have the orders re-done was not appealing. He ended up comping our breakfast but as we were on a breakfast plan with the hotel, this didn't help too much. If you stay here, expect food that's on par with the quality of a Denny's but actually below in flavor.

Stayed March 2013, traveled on business
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 15, 2013
Dear Ms. Michele O:

Thank you for taking the time to share about your latest experience at the JW Marriott Tucson Starr Pass Resort & Spa. We sincerely value your personalized perspective on your recent experience, and I apologize that your experience did not reflect what you expect and deserve from a JW Marriott resort. If there is anything else I can do to resort your faith, please feel free to contact me directly at chad.lybrook@marriott.com

Sincerely,

Chad Lybrook
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Chicago, Illinois
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
4 helpful votes 4 helpful votes
5 of 5 stars Reviewed March 13, 2013

We have traveled for the past few years to this Marriott for an "adults" weekend with friends. We are never disappointed! The guys golf on a few amazing golfcourses and the gals do a little bit of hiking and a lot of spa'ing! We are Marriott platinum and we have stayed at our fair share of Marriott's around the world and this is one lil' hidden gem!

The rooms are very spacious with amazing views. The pool is nice but I would much rather hang out at the spa pool with no kids. Either way, we have always had great service poolside!

We never rent a car as we only stay 3 nights and eat on sight every night. All the restaurants are amazing and their cocktails are the best! One of the highlights is having the tequila toast at sunset and hanging out on the patio enjoying a cocktail and view.

If you want somewhere nice to stay and don't want to break the bank - this is the place!

  • Stayed May 2012, traveled as a couple
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Starr Pass Resort & Spa, responded to this review, March 15, 2013
Dear ALO335:

Thank you for taking time out of your day to detail the fabulous amenities of the resort. It sounds like the perfect getaway while you were our guest! Anytime you want to escape the Windy City, Starr Pass will welcome your return! Thank you for sharing about your experience, and please bring some more friends next time, as we do not want to stay “hidden”. Thanks again and we look forward to your return!

Kind regards,

Chad Lybrook
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about JW Marriott Starr Pass Resort & Spa

Address: 3800 W. Starr Pass Boulevard, Tucson, AZ 85745
Phone Number:
Location: United States > Arizona > Tucson
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities ( Kid / Family Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Luxury Hotel in Tucson
#3 Top resorts Hotel in Tucson
#3 Business Hotel in Tucson
#4 Spa Hotel in Tucson
#6 Family Hotel in Tucson
#8 Romantic Hotel in Tucson
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — JW Marriott Starr Pass Resort & Spa 4.5*
Official Description (provided by the hotel):
JW Marriott Starr Pass Resort and SpaEnjoy the mountains of Arizona at JW Marriott Starr Pass Tucson Resort & Spa. Located just west of an area considered the birthplace of Tucson, AZ, this resort hotel is rich with culture, history and beauty. Experience a truly unique destination resort complete with world class spa facilities and nationally acclaimed Arizona golf courses. Fine dining and award winning restaurants further complement this one of a kind Tucson resort hotel. ... more   less 
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Also Known As:
Jw Marriott Starr Pass Hotel Tucson
Jw Marriott Starr Pass Resort And Spa
Jw Marriott Tucson
Marriott Starr Pass Hotel
Marriott Tucson
Tucson Marriott

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