Nancy Elliott

Review of JW Marriott The Rosseau Muskok...

JW Marriott is a beautiful resort with very nice g...

JW Marriott is a beautiful resort with very nice grounds (5 stars). Management and housekeeping need improvement! Very poor service (2 stars), enough so, that I would not go back 5-star resort with 3-star reception and mediocre food. Food at the Teca - the ribeye steak was tough, pizza on the deck at lunch was not completely cooked. The food at Lakes was good. They did better at casual pub style.

Upon arriving, the bellhop told us he would bring our bags to our room and asked for our room number. He said he would remember it. A 1.5 hours later we called downstairs and ended up describing our bags. Eventually, we went down and got them ourselves.

We booked four days before our visit and understandably there was only one spa treatment and we wanted 2. We asked to be on the waitlist. We called in once on both mornings leading up to our stay and called down to the spa as we were checking in to see if we might get a cancellation. I was told there is nothing available and was given a free lecture that we are on the waitlist. Walking past the spa my niece went in person to ask if they could find her an appointment and was given 2. Grateful to have an appointment but frustrated with the waiting list that obviously did not exist or was not respected. Prior to handing out the newly available appointment, the staff did not try to contact the waiting list. Booking a service was very frustrating but I must say the treatment I received was excellent 5 star, as was my niece s massages.

Room was nice and clean. Ordering room service was nearly impossible! I spent 20 minutes trying to order an omelet that was on our menu. The person taking the order continually tried to tell me I should order a custom omelet and they have no such item on the menu. The menu in our room in my hand! Obviously, more training and a better command of what is going on would have helped. Finally, I gave in and ordered a custom omelet two coffee two orange juice and waffles. We started the order at 8 am did not get off the phone until 8:20. Breakfast arrived at 9:47 and we had spa appointments at 10. The order had no syrup for the waffles, waffles were cold and hard, there were only 1 coffee and 1 orange juice we had ordered 2 of both.

Rushing out of the room we forgot a computer cord. Called the next day and was told all lost and found requests must go through an answering tape. No possibility of human contact. Front desk was unwilling to talk to housekeeping or let me. They could not say how housekeeping or a guest could turn an item found in.

Unfortunately, we also lost a cell phone (totally on us) and called the evening we arrived home to ask if it had been turned in. The person at the desk said the spa has nothing to do with them and I should call back when the spa is open. I asked if she could at least take my number down in case another guest brings it to the front desk. I explained while the spa was the last place we went the phone could have been left anywhere. She refused and told me to call back tomorrow to the spa because it wasn't her job to keep track of peoples cell phones. Very frustrating. I am confident with the mismanagement at this resort, I will never see my computer cord or cell phone.

As a business owner, I understand busy days and expect human error as part of doing business. However, the issue is never that a mistake or poor service occasionally happens. The issue was how poorly things were handled when reported to reception or management. We received no apology and no sense of care and attention to the issues. Our breakfast should not have been on our bill when we left and an apology should have been made instead of a bellhop shrugging his shoulders and reception saying, Yes, well we are busy today . I should have been contacted as a waitlist client instead of the appointment being given to a walk-in at the spa. There should always be someone at the front desk/management available to deal with service issues that may crop up in a busy resort. JW Marriott was a disappointment.