Am a huge fan of many Marriott hotels. Had a great experience at Barcelona Edition, love the JW Marriott in many places...and it was always their customer experience that delighted me. Many a times, the staff or the concierge would go out of the way to help, even when they can just stand back and not do much. So, it was extremely disappointing to see the service of this hotel. The rooms are nice and well-designed, the bathrooms were spacious, the bed comfortable..but the housekeeping was terrible. One of the days, we left at 9:30am and got back to the room at 5:30pm and it was not cleaned. What was shocking was when I called guest services to inform they said that the housekeeping staff are backed up! Seriously that is no response. The staff that cleaned that evening didn't even bother to empty the wasterpaper basket. This is ok of a 2 star hotel but not one where we spend so much. The iciing on the cake was when we checked out and it was pouring. The design of the hotel doesn't include a covered porch. I asked the staff for an umbrella to be told they don't have. No bell captain was ready to help us either. So in the pouring rain we had to go back and forth from the lobby to the uber car with our bags. The worst was how they didn't even care to try to help. I had to create a fuss for them to even look at us as customers. It's unbelievable. Stayed in many hotels when it has rained, the hotel captain will be wearing a mackintosh and carrying an umbrella to help us. I will never ever stay in a Marriott hotel again....though I have tried to be loyal to them over the years as there is a huge difference in service quality. Period.

Two issues: 1) I booked two rooms, one for Oct 7-8 and one for Oct 7-9. While the location and property are okay, the service was horrible. I had a 9 am meeting on the other side of town, so needed to be in my car by 8:15. I called down to ask for my car just before 8 am. The car didn't appear until nearly 8:30. I was late for a meeting I was leading. They only had one valet working. That's a management problem.
2) I received points for room #2 but not room #1. I called on Oct 21 to request credit. The front desk couldn't help. The accounting office couldn't help. They said that a manager would call me. Nobody called back. I called back on Oct 22. No call back. Again on Oct 23. No call back. Each time, I've been told a manager would call back. Manager, if you're reading this, this is not how you treat any customer, let alone someone who has spent hundreds of thousands at Marriott properties. I won't return to your property.