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Reviewed 4 weeks ago

My wife, sister, brother-in-law and I booked rooms for several days to return to Phoenix to visit family and friends and to spoil ourselves and relax. We were excited to float on the lazy river. It was nice that they would take food and beverage orders at the river and deliver, but the place was packed. If you did not get there early, there was no seating. There were children everywhere. When we asked about kids coming in from the parking lot, we were told the people living nearby were affluent and would purchase rooms for their children so they could use the pools. The walk from the parking lot was long and we had someone come in with a dog to the room between us and the dog barked constantly from very early morning until hotel staff found the owners and had them return to their room. There went our sleeping in as it took hours. We did not know pets were even allowed. Staff was apologetic but only offered some Marriott points for our difficulties but not being a Marriott member, it meant nothing. Does have nice golf course and rooms were clean and comfortable. We were very disappointed overall and expected more the money it cost.

  • Stayed: May 2018, traveled as a couple
    • Value
    • Cleanliness
    • Service
Thank John A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at JW Marriott Phoenix Desert Ridge Resort & Spa, responded to this reviewResponded 3 weeks ago

Dear John A,

We were happy to host you and your family's relaxing retreat and appreciate your valuable feedback. We are truly sorry for failing to deliver the exceptional stay you deserve. Everything we do is aimed at giving each guest an enriching experience, so we are disappointed to know we let you down. Please know we are working with our team to better respond to guest issues specifically with noise. This was not the stay we had hoped, and please accept our sincere apologies for not properly addressing your concerns. We would like to regain your trust and hope you will give us another chance in the future. Safe travels home.

Best Regards,
Kimberly Geng
Guest Experience Specialist

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago

We have just returned from our 10th stay over 10 years at the JW and it was the best ever ....

Brittany and Dominic organised the trip for us and we stayed for 22 nights over three one week phases. We had the great opportunity to use Griffin Bay which is a fantastic new part of the pool complex and Joshua and his team especially - Tabitha, Barry and Nick looked after us tremendously. When we stayed in August this is a real treat with the temperatures over 100 degrees... Other highlights were the happy hour at Roys which is a great delight and we also used the Griffin Club on a number of days and Pat, Alison, Beth and Angela were great ... one to try if you have never used it.
Why do we keep coming back ... the resort is always improving, the service is outstanding and we have known many of the team over the last 10 years. The revive gym is fantastic which my wife uses and I love to use the golf facilities... this is truly like a home from home for us and is made extra special each year by the wonderful team we meet and we look forward to staying again in 2019.

Room Tip: Great view overlooking the golf course and mountains
  • Stayed: August 2018, traveled with family
    • Location
    • Sleep Quality
    • Service
Thank Tony S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at JW Marriott Phoenix Desert Ridge Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear Tony S,

Thank you for being our guest at JW Marriott Phoenix Desert Ridge Resort & Spa. We are delighted to know you loved our thoughtful on-site amenities and that our team left a great impression. They work tirelessly to provide genuine, tailored service that is meant to inspire and shape your journey. We can't wait to share your kind comments with the members you mentioned. Thanks again for the detailed feedback, and we look forward to accommodating you back next year!

Best Regards,
Kimberly Geng
Guest Experience Specialist

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Middle of the desert never expected to have such an amazing view, green grass all over the property. View of the golf course ... The property grounds and hotel we’re immaculate... the food on the property was outstanding, staff very helpful ... would recommend this property to anyone traveling to Phoenix business or pleasure!!

Stayed: September 2018, traveled on business
Thank Dave V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at JW Marriott Phoenix Desert Ridge Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear Dave V,

Thank you for sharing about your stay at JW Marriott Phoenix Desert Ridge Resort & Spa. We appreciate the flattering remarks and are glad you enjoyed our inspired service and premium amenities. We are committed to quality and craft and are pleased knowing you loved every aspect of our hotel. Thanks again for recommending us, and we hope to see you back on your next visit to our beautiful city.

Best Regards,
Kimberly Geng
Guest Experience Specialist

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Excellent resort hotel gave great service. Rooms were very spacious. Restaurant served a great breakfast, however 30 minute wait to be seated due to under manned staff. Resort stores were convenient and very value minded. I definitely will stay there again.

Stayed: September 2018, traveled with family
Thank rockyrosellini
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at JW Marriott Phoenix Desert Ridge Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear rockyrosellini,

Thank you for your review of JW Marriott Phoenix Desert Ridge Resort & Spa. We are glad we met most of your expectations and that you particularly mentioned our breakfast offerings. It was a pleasure serving you, and we look forward to seeing you again whenever your travels bring you back here.

Best Regards,
Kimberly Geng
Guest Experience Specialist

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 4 weeks ago via mobile

Visited for a business trip but will return for a leisure stay. Great staff comfortable bed and lovely room. Nice patios to sit and have drinks and onsite restaurants were great. Onsite Starbucks and wonderful spa.

Stayed: August 2018, traveled on business
Thank Kimberley H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TeamMarriott, Manager at JW Marriott Phoenix Desert Ridge Resort & Spa, responded to this reviewResponded 4 weeks ago

Dear Kimberley H,

Thank you for the warm compliments about JW Marriott Phoenix Desert Ridge Resort & Spa. We appreciate the flattering remarks and are glad you enjoyed our inspired service and premium amenities. We are committed to quality and craft and are pleased knowing our well-appointed rooms enhanced your visit with us. We look forward to seeing you back on your next visit to our beautiful city.

Best Regards,
Kimberly Geng
Guest Experience Specialist

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