JW Marriott Miami Turnberry Resort & Spa

The worst service at a hotel I can remeber. Impossible to reach, impossible to reach from the hotel. Calls are bounced into a general number (even from rooms), after 10 minutes of waiting (with blaring adds every minute of wait time) one might finally reach a person who doesn't know the answer and who tranfers you to......the general que again. Wait another 10 minutes and then the next person hangs up. It took 1.5 hours and a manager to get the right answer, which is that a promised service didn't exist. Everything has a hidden cost - there's an (unstated) $68 resort fee, but using the pool is an extra $42 dollars (not even to swim, just to sit by the pool!). That is certainly not stated - $100 to sit by the pool! When asked to come back in half an hour, the cleaning lady came back in......3.5 hours, when I was getting ready for a wedding reception. (The room was never cleaned.) The balcony with a view turned out to be a view of a roof of a warehouse and a parking lot. And then of course the hotel overcharged my card by about $500. Ouch.

My stay at JW Marriott Miami Turnberry Resort & Spa was a major disappointment, adding to a series of frustrating hotel experiences on this trip. Given the high price I paid for a two-bedroom suite, I expected a seamless and luxurious experience, but that was far from the case. The problems started right at arrival. The signage was unclear, and the area was overwhelmed with incoming guests. I spent nearly 10 minutes navigating traffic, only to be misdirected by a valet who hurriedly told me to drive around the corner—only for me to discover I had been sent into the exit path, forcing me to turn around and wait all over again. Check-in was no better. Despite the high-end reputation and cost, the front desk was severely understaffed with only two people handling all arrivals, leading to a long and frustrating wait. For a luxury resort, this was an unacceptable start. Fortunately, service improved after check-in. Most of the staff I interacted with were friendly and accommodating. A standout was Matthew, my bellhop, who went above and beyond to ensure my stay was comfortable. His service was one of the few bright spots of this experience. For the premium price, the room quality was disappointing. Some of the biggest issues included: * Worn-out furniture – Many pieces looked outdated and badly needed replacement. * Broken cabinets – The soft-close mechanisms had failed, leaving cabinets that wouldn't stay shut. This became a real problem when I accidentally ran into one at night hard enough to cause bleeding. * Worn hard furnishings – Multiple pieces were scratched, dented, or visibly aged, which is completely unacceptable for a luxury suite. * Bathroom issues – The bathtub struggled to hold water due to a finicky sealing mechanism, making it frustrating to use. * Cleanliness concerns – I found leftover trash from previous guests, a completely avoidable issue that indicates a lapse in housekeeping standards. I reported it to a housekeeper outside the room, but such oversights shouldn’t happen at a hotel of this caliber. Despite some excellent staff members, the disorganized check-in process, misleading valet directions, worn-out room conditions, and cleanliness issues made this an underwhelming and overpriced stay. For what I paid, I expected luxury, attention to detail, and smooth service, yet this experience fell short in too many areas. Unless significant improvements are made, I would not recommend this hotel, especially given the many other high-end options available in Miami.

Wish I could give 0 stars. Booked 2 rooms as Marriott Bonvoy members. $1300/night. Went to check in after a delayed flight at 8:00pm and after 30 minutes was told that they didn’t have rooms for us. Sent us to the Trump Doral Miami which was 22 miles away and at that time of night took 55 minutes to get there. We were placed in 2 rooms far apart on the resort where you need a golf cart to get between them. Despite us having a junior suite reservation at JW, trump doral room was a king room for 4 people. Wouldn’t give us 2 beds. JW told us to return the next day and they hoped to have rooms for us upon return. Said to take an Uber. This was booked in advance on Marriott.com for a 80th birthday celebration. The disregard for a reservation made well in advance was disturbing. This happened to at least 2 other families as we saw them checking in at the Doral.

Wonderful Resort! Although the weather wasn’t ideal we made the most of the trip! Couldn’t have done that without Evan at The Corsair Bar!! Evan was THE BEST!! The food was also delicious! Rooms were very nice and roomy! Would highly recommend!

Very disappointing for a luxury hotel. The rooms are large but haven't been refurbished for awhile. The carpets in the Hibiscus building were frayed, the bathroom tiles cracked, the desk had stains, the towels scratched your face and were completely worn and I don't think you could find thinner toilet paper. The mattresses were worn. Nothing felt luxurious. The week we were there the lazy river was broken as was the milkshake machine. Very sad for the grandkids. The towels at the Waterpark were thin and frayed and if you needed towels you had to get them yourself. The only luxury was the one day we went to the adult pool. They set up chairs and umbrellas and we're very kind.