JW Venice

"The idea of an island spa experience away from the the busy Venice centre is the reason we booked the JW Marriott Hotel and Spa. On our first full day, we went to the casual walk in restaurant Cucina about 745pm. We were asked if we had a booking. We did not. The place was empty with one table occupied. They told us we could not be accommodated as it was fully booked and everyone would arrive soon. We were not told dinner reservations were needed. We are stuck on an island with no other choices. They said we could order room service. Not acceptable at a 5 star hotel, with no other options, and no advice this may be an issue during check in. After I complained at reception, they found us a table on the fourth floor formal restaurant, due to a cancellation. The attitude of the host in the Cucina restaurant was poor. We booked a private boat transfer from the airport to the resort. Please do this. Trying to get here any other way would be frustrating. It is a wonderful experience arriving by private boat. However, to get to Venice you need to take a shuttle boat that leaves every half hour. On the way there in the morning and way back in the afternoon, there were too many people waiting. Many people had to wait another half hour for the next shuttle boat. The price of a private taxi back is over €120. I am a Marriott platinum member, staying frequently at Marriott properties. The island experience of this one is a negative, not a positive."

"My wife and I were halfway into our long planned honeymoon when a family issue popped up requiring us to cancel three nights and make our way home, two of those in Italy and one at the JW Marriott Venice Resort & Spa. All three nights were at Marriott properties. Two canceled without issue. The location in Venice was a major issue. We cancelled over 48 hours prior which was just inside their window. We reached out to the property to explain or plight and the response from Roberto Aresti could not have been less callous. He showed zero regard for our unfortunate issue and openly stated that the financial needs of the hotel demanded that he not return nearly $400 to us. His complete lack of empathy and open display of pure greed made our situation worse. I stay in countless Marriott and am a Lifetime Platinum Elite member. That meant nothing to Roberto Aresti who proudly once said "my only crime was to be too damn kind" The utter lack of consideration displayed by Roberto Aresti follows along with this mantra. Also, he will respond as the "owner", he is not. He is a "rooms manager"."

"The most spectacular hotel suite of the more than a thousand Marriott properties we’ve stayed in. As a Lifetime Platinum Elite level member the upgrade given to us here was off the charts… 3 room suite on the water, our own courtyard with private pool. Everyone at the resort were so accommodating and helpful. Of special note was Stefania who greeted us warmly at check in, patiently told us all about the property and then every time we saw her would call us by name and ask how we were enjoying our stay. We loved this resort and will come back!"