Ricardo Sobalvarro

Review of Turnberry Isle Resort & Spa Mi...

Ever since they upgraded to a JW Marriott they hav...

Ever since they upgraded to a JW Marriott they have lost their touch as far as customer service. I have visited this resort every summer for the past 3 years. I decided to book a King room with a pull out. They failed to advertise online that they only provide 3 wrist bands for this particular room. I was forced to upgrade to a suite since I was with my 2 small children. I asked for a small fridge and it took 4 hours and several phone calls to deliver. I had a small cake for my daughters birthday which ended up melting. I had to replace the cake. They failed to replace toiletries and that took a couple of phone calls. I attempted to call for a shuttle to go to the beach only to find out that they no longer have an affiliation with a beach front property. So yes, I would have to rent chairs and umbrellas from somewhere else. At check out I noticed they charged me for the small fridge so that bothered me. I was really underwhelmed with the service provided for being a Marriott member. I did talk to a manager "John" and he made excuse after excuse for their service. If they want to call themselves a JW Marriott they need to improve their service and not just make excuses for them. I will stay at a beach front property next time I visit Miami.