Jon Hugger

Review of JW Marriott Desert Ridge

We checked in to the JW Mariott at Desert Ridge in...

We checked in to the JW Mariott at Desert Ridge in Phx, before we got to the hotel I called to let them know we have service animals and that we need a floor level with a patio. They asked me what were the service animals for and I explained they were for my wife's anxiety. I asked them to make note of it on our acccount so when we check in they will see I called prior so there's no confusion which was never done.

Once we got to the hotel and checked in I had to explain the info above, the manager at the time came and discussed it with my wife and allowed us to check in.

We then left and went to dinner for her Birthday and we returned our keys didn't work so I walked back to the reception desk and they advised me that they can't reactivate my key cards until I spoke with security but wouldn't tell me why. Once security arrived they advised me that the dogs were barking and they had to reaccomidate a guest and move them. I explained there was a loud party next to our room which is why they were barking and they explained they have a no pet policy which I then explained they are service animals and then he stated that they only accommodate service animals for PTSD. I asked why didn't they tell me this information when I called prior to checking in or even when we were checking on with the dogs? Security said the manager gave the wrong info and we were forced to leave at 3am.

This ruined my wife's birthday weekend and I'll never stay at any Marriott locations in the future.