JW Marriott Desert Ridge Resort

Don't even waste your time going to the spa worst experience were service so embarrassed about my mother from out of town looking forward to a nice spa day with mother-daughter the first time I went horrible so they gave me a free service second time I went which is today the worst ever do not waste your money going here employees are very rude! Extremely uneducated with their services and on top of it the spa front desk they don't know what the heck they're doing the communication is lacking very much so as well!

It appears that a credit was submitted for the total amount of $28.83 on April 20th by our accounting department.  After further research it looks like the credit is still pending.  A new request has been submitted through Marriott Business Services today 6/17/15.  Mr. [redacted] will see...

the credit appear within 5 to 7 business days.  I left a voice message for Mr. [redacted] to contact me as I would like to personally apologize for our team not following up to ensure the credit went through.  Thank you, [redacted]Executive Assistant to [redacted]JW Marriott [redacted] Resort & Spa[redacted]

I attended the 30th Annual FDR Conference at the JW Marriott Desert Ridge Resort on August 3-6, 2015. I took along my wife and 12 year old son and stayed until August 9, 2015.

We had a few problems during our stay at the JW Marriott Desert Ridge Resort.

1) On August 7, 2015 we requested to extend our stay by one night. We were initially told that it was no problem and that we could extend our stay. The next day we received a phone message stating that we could not stay in our room and that we needed to vacate the room by check out time the August 8, 2015. We spoke to the front desk again on August 7, 2015 and were assured that we could stay another night. The employee that had called us and left the message acted like he didn’t know anything about the call. We initially felt this was just a misunderstanding and miscommunication.

2) My son and wife went and bought some floaties (a ball and a small floating device) for the pool. When trying to enter the pool we were searched by an hotel employee (not a security guard or police) which I find very intrusive. After he didn’t find anything on us the next employee stated to us that we would have to leave our floaties in our room or he can hold them for us. We decided to let him hold the floaties for us. After securing some seats by the pool we noticed that a lot of other guests were bringing very LARGE floaties into the pool area. We initially thought this was just the rules until we saw all the non-minorities bringing in HUGE inflatable basketball goals.

3) On Saturday August 8, 2015 the pool area had s’mores by the fire. My son was outright discriminated against by the young man at the s’mores table. The young man would not look at my son or help him in any way. The young man handed out s’mores to all the people waiting; my son waited patiently standing right in front of the young man and his table. I sat for a while watching the interaction. The young man ignored my son and sat down and ate 7 marshmallows and never said one word to my son, he was the only person standing at the table. The young man even pulled the graham crackers and chocolate away from my son’s reach. My son stood there… not knowing what to do, he was so confused….he looked at me with a helpless look in his eyes…. I couldn’t take it no more! I went to the table and stood next to the young man and he asked me “how are you doing?” I told him “I’m doing fine”. I asked him “way aren’t you helping my son?” He didn’t say a word to me. I gave my son the graham crackers and the chocolates and told my son to take when he needed. After getting our s’mores I had to talk with my son about what had just happened. I had to teach my son right there at the pool at the JW Marriott Desert Ridge Resort that some people are just stupid and have ignorant feelings towards people of different races and skin colors.

I called the hotel to make my complaint, and it was like I was trying to talk to the President of the United States! Each time I called I was transferred to someone that would just transfer me to someone else. Or they would say I’m transferring you then just hang up on me. I was told that the hotel manager’s name was confidential and that his name and any information could not be given out. I was told they would have someone call me back and that never happened. When I called one lady said is this Charles? I said yes it is, so they already knew it was me calling. I remained persistent and kept calling. Finally I was able to speak with the executive secretary. She was very nice after I told her about my stay and the problems we had. The hotel comped my stay, but to me the damage has been done. My son will always remember this incident; I hope that he doesn’t judge people because of the action of this hotel. I am still appalled and upset to this day. Never once did anybody offer me the young man’s explanation or that he was even questioned about the incident. The pool manager and I played phone tag and we never spoke, I gave up on that.

I feel that all the problems we had at the hotel was due to our race and skin color. I hope that this or anything like this never happens to any other guest of this hotel. And I hope that the employee receive the proper training they need when dealing with customers.