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JW Marriott
$369
Fully refundable before Sun, Mar 24
No prepayment needed
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Reviewed April 30, 2015

I'm going to be nitpicky here, but I think it's the little details that allow a hotel to be considered "excellent."

My wife, son and I enjoyed our stay at the JW Marriott in Tucson. The pools were nice. The restaurants were nice. The free scheduled activities were nice. But none of it really wowed me.

The lazy river is a fairly small loop without much in the way of fountains or waterfalls. The slide is pretty slow (as an adult, I had to push myself along to keep moving). The lazy river/water slide was unexpectedly closed one afternoon for an event when we planned to use it.

The restaurants are expensive and don't quite live up to the cost. We did enjoy the BBQ place (although we didn't realize you needed to take a shuttle bus to get there; it's unclear on the website).

Among the free activities:
- The morning hike was pretty cool. A nice way to see the desert. It was, for the group of 15-20 we joined, a hike straight out and straight back, not a loop. And it was difficult to hear the guide unless you stood right by him. He was quite knowledgeable. We later hiked the other (slightly more difficult) loop on the other side of the front entrance ... and discovered that it's fairly easy to go the wrong way without realizing it. Our intended 45-minute hike turned into a two-hour trek. (That's our fault, not the hotels -- and just a word to the wise who want to make that hike.)
- The morning ritual was interesting and informative. Worth doing once, I'd say.
- The tequila toast. OK, I like tequila. I was looking forward to this, but didn't get to do it until our last night. I showed up at 5:28, and had no idea what to do or where to go. Around 5:33, someone got up in front and announced the toast would be coming up ... in about 15 minutes. First, the tequila would be passed around, "please do not drink it until we do the ceremony," he said. The tequila for the toast would be, he announced: "orange creamsicle." As he started to explain what that meant, I left. I'm not waiting another 15 minutes for that. No thanks.

The service was very good, verging on excellent. We used valet parking and never had to wait for our car. The waitstaff was always very friendly. The poolside service was fast and friendly.

Really, it's a very nice place ... but nothing about it made me feel like this was a true luxury. Maybe I'm aiming too high and expecting too much. (I'm probably spoiled by that couple nights at the Ritz on the club level back in Toronto -- THAT is an excellent hotel.)

Date of stay: April 2015
  • Trip type: Traveled with family
    • Value
    • Sleep Quality
5  Thank 653markc653
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed April 30, 2015

I've travelled the world over and stayed at numerous hotels and have always found that in the US, the staff is quite marginal. For example, if you travel to a hotel in India the door will always be opened for you with an eager smile to please. I can say that for whatever reason, I've found that attitude lacking in the US...however; the staff at this hotel get it. They are eager to please and treat every guest with the utmost respect. When you combine superb customer service with amazing scenery and a golf course to boot; you can't go wrong!

Room tip: If you're a smoker tell reception and they'll put you on the ground floor with a balcony.
Date of stay: April 2015
  • Trip type: Traveled on business
    • Value
    • Location
    • Service
1  Thank rickc2651
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed April 29, 2015 via mobile

The pool area was very nice and friendly staff serving in those areas. The workout facility was very good with great equipment. The rooms were clean and comfortable and the fresh infused water in the Lobby area is a nice touch. Walking paths around the hotel are nice and offer beginner and intermediate level of hiking.

Date of stay: March 2015
Trip type: Traveled with family
Thank 373dawnn
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed April 27, 2015

The attentiveness of the staff was exceptional. Especially Ahmed Godil, he went above and beyond every time our group encountered him! When we needed specialized meals, the servers went out of their way to ensure we had what we all needed.

Room tip: Request a balcony looking at the pool
Date of stay: April 2015
  • Trip type: Traveled on business
    • Location
    • Cleanliness
    • Service
1  Thank caputocd
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed April 27, 2015

Unfortunately, whatever positive things I could say about the resort have been completely overshadowed by the atrocious customer service I have received. Upon check out from the hotel and the unbelievably noisy room I was in for 3 days, I realized that I was charged the full amount on 2 different cards (over $700 each, totaling over $1400). While it was clearly a mistake by one of the front desk clerks, he did not even mention that he had made the mistake and I had to find out via an alert from my bank. I immediately went back to the front desk, asked for clarification, and was assured that my additional card was not really charged, it was "just a hold" and will come off. Five days later and nothing has been done, there is no resolution. Mistakes are one thing, but to know and make no attempts to correct a $788.86 mistake is unacceptable.

Date of stay: April 2015
  • Trip type: Traveled on business
    • Location
    • Sleep Quality
    • Service
6  Thank Nikkisayswhat
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Brit B, Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded April 28, 2015

Good Day Nicole,

I would like to first thank you for bringing this issue to our attention so that we may become a stronger reaffirmed department. I have already reached out to you personally through email, but I would like to reiterate my sincerest apologies in regards to your experience. I understand and share your frustration as we hold only the highest expectations at the JW Marriott Starr Pass.

I assure you that customer service is our highest priority for our guests, and I will do all in my power to ensure that that is reflected in correcting this negative experience.

Best Regards,

Brit

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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