TripAdvisor Traveler Rating

I will not return to the JW Marriott Phoenix Desert Ridge, and after this experience, I’m seriously considering switching my loyalty to Hyatt moving forward. We specifically planned a staycation here for the weekend and checked the resort’s website beforehand. There was nothing indicating that major construction would significantly impact parking, access, or the overall guest experience. In fact, we had considered the Westin, but their website clearly disclosed their construction, so we chose not to stay there. Had JW Marriott provided the same transparency, we would have made a different choice. The problems started before we even got inside. There was an unusually long line of vehicles just trying to reach the resort. When we finally made it to the front, we learned the parking area was under construction and we couldn’t drive to the lobby. Valet appeared to be contributing to the traffic backup, so we eventually parked in self-parking. A golf cart picked us up but couldn’t even take us all the way to the lobby. We had to walk the rest of the way in the Arizona heat and arrived drenched in sweat. Then the Marriott app repeatedly errored when I tried to check in. Once inside, the check-in line was enormous, with only four employees working the front desk at approximately 4 p.m. on a Friday. Between the parking situation and check-in, getting into our room took more than an hour, causing us to miss our dinner reservation. Unfortunately, the pool experience wasn’t much better. There were broken towel-return bins and other areas that looked poorly maintained. Even worse was the atmosphere. Several obviously intoxicated guests were behaving rudely toward staff while continuing to be served alcohol. One man was so intoxicated that he walked over and sat down in my chair despite my belongings clearly being on it. The overall environment around the pool felt more chaotic and classless than our local water parks, which is certainly not what I expect from a resort marketed at this level. The next morning, I was awakened by the wonderful sound of heavy construction equipment, putting the finishing touch on the experience. I understand that resorts need to renovate and improve their properties. What I don’t understand is failing to clearly disclose major construction that materially affects parking, lobby access, noise, and the overall guest experience before people book their stay. Other resorts manage to provide that transparency. Nothing about this stay felt like a five-star resort experience. I have genuinely received better service, organization, and overall treatment at virtually every other hotel or resort I’ve stayed at. For the price and the JW Marriott name, I expected considerably better.

This is a fantastic place - especially for famies. The resort is huge and beautiful and with lots of amenities and super friendly staff. There is a lazy river and some great rides that rival any water park. Kids had a blast here. When we visited we also had a Christmas themed party all over the resort which was great with snow rides, sleigh and even a ice skating rink.

We had the best staycation! We went for the drone show and aqua night experience and it did not disappoint! What a unique experience. I've never seen a drone show and were thrilled at what they can do! Also, we lost our keys and a man named James Loan helped cart us to and from our car while we backtracked to find them (we did) he waited patiently and cheerfully while we went back inside to look. Overall, the staff is very wonderful! A true testament to the Marriott brand!!!

I’ve been a fan of this spa since my first visit 12 years ago. Today, Kate was so welcoming with her fabulous smile. She helped set the tone for the day to meet up with my girlfriend. Flor, in the spa nail service area, is AMAZING. She is my absolute favorite. They are all fantastic but she and I have great conversations. Mostly about our dogs and family. Thanks for a close spa that locals and visitors both love!

Looking forward to the next week. Will document what it’s like to attend a conference/convention here with pictures. Room: Convention meals: Small and large business spaces: Restaurants: Amenities: