Amy Deng

Review of JW Marriott New Orleans

My job requires that I travel a lot for so I've pr...

My job requires that I travel a lot for so I've probably stayed at 30+ different Marriott properties over the course of the past 4 years for both work and pleasure. In all that time, I have never ever encountered such RUDE and INCOMPETENT front desk receptionists as I have at this particular JW Marriott.
We arrived on Friday at the hotel around 4pm. I was greeted by the front desk receptionist with a scowl on her face and told that our room was not ready yet. When I inquired about when it would be, her response was "I don't know, we'll text you when it's ready". Okay, so is this 1/2 hour from now? 4 hours from now? She says the most she can do is give us access to the executive lounge (which is nothing special to me because I have status with Marriott) and we can just wait. This whole time she's staring at me as if all my questions about when our room would be ready are ridiculous and unwarranted. No apology, nothing. Our room is finally ready 2 hours later and when I go to check-in, she's there again, scowl on her face. I ask for some sort of compensation because of the wait, she offers nothing (still glaring). As a first-timer to the hotel, I also expected to get a rundown on the amenities of the hotel. Nothing was said. I ask to speak to the supervisor and he lets me know that he can give me some monetary credit to the room because of our wait. His attitude was much better and we accepted it. 4 days later, we're checking out, and I just have a feeling that I should go to the front desk to make sure he applied the credit. LO AND BEHOLD- HE DIDN'T. So was he careless? Was he hoping I would not check the folio or my statement and the charge would run through? Either way- no one I talked to at the front desk during my stay was welcoming or friendly. On a more positive note- everyone else working there (doormen, maids, etc.) were all very pleasant, friendly, and competent. I think they need to hire some better front desk receptionists though. Ones that greet you properly with a smile and welcome you to their city. I will not be recommending this hotel to anyone visiting NOLA in the near future. Really quite a disappointment overall since JWs are supposed to be on the better end of their hotel portfolio.