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“Westside Resort”

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JW Marriott Tucson Starr Pass Resort & Spa
Ranked #10 of 129 Hotels in Tucson
Certificate of Excellence
GreenLeadersSilver level
Reviewed March 15, 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
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1  Thank AKNose
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded March 21, 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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1,541 - 1,547 of 2,166 reviews

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
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Thank plhAZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded March 21, 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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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
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1  Thank JLSCoralSprings_FL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded March 15, 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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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
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Thank Anthony C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded 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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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
2  Thank Michelle O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded 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

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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
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Thank ALo335
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded 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

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Reviewed March 11, 2013

Southern Arizona is stunning in and of itself, but a stay at Starr Pass always makes it a bit more special. The hotel is surrounded by a park filled with cacti and hiking trails are everywhere. It is quiet enough to get work done and there's just enough to do when you get any free time. The spa is ok, but I like the tequila toast every night.

  • Stayed: February 2013, traveled on business
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1  Thank ArthurAdam
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chad L, Guest Relations Manager at JW Marriott Tucson Starr Pass Resort & Spa, responded to this reviewResponded March 15, 2013

Dear Mr. Arthur Adam:

Thank you for your five-star rating, and we sincerely value your personalized perspective on your recent experience. Thank you for taking the time to highlight the features of our resort. The complimentary tequila toast, called Arriba! Abajo! is held nightly at 5:30pm in Salud! and is a favorite among guests. We hope to see you again in the future!

Warm 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 Tucson Starr Pass Resort & Spa

Address: 3800 W Starr Pass Blvd, Tucson, AZ 85745-5115
Phone Number:
Location: United States > Arizona > Tucson
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Business Hotel in Tucson
#4 Top resorts Hotel in Tucson
#4 Green Hotel in Tucson
#5 Spa Hotel in Tucson
#5 Family Hotel in Tucson
#7 Luxury Hotel in Tucson
#8 Romantic Hotel in Tucson
Price Range: $256 - $464 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — JW Marriott Tucson Starr Pass Resort & Spa 4.5*
Number of rooms: 575
Official Description (provided by the hotel):
JW Marriott Tucson Starr Pass Resort & Spa blends seamlessly into its tranquil yet animated mountaintop setting, as natural as the surrounding desert itself. Our resort in Tucson, Arizona merges surpassing luxury and personal service with ample family-friendly recreation, an incredible array of dining options, three nine-hole desert golf courses, entertaining traditions, free Wi-Fi in the lobby and patio, plus supreme indulgences such as our Hashani Spa. Complementing the natural surroundings, our fabulous array of multi-level swimming pools, waterslides, lazy rivers, and dancing fountains are fun for all ages. With spectacular views, exciting activities for the entire family, and a landscape laced with nature trails throughout for hiking and biking, you'll make memories that will last a lifetime. Immerse yourself in our AAA Four-Diamond resort. ... more   less 
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Also Known As:
Jw Marriott Starr Pass Resort And Spa
Jw Marriott Starr Pass Hotel Tucson
Jw Marriott Tucson
Marriott Starr Pass Hotel
Marriott Tucson
Tucson Marriott

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