JW Marriott Hotel Riyadh

The hotel is comfortable and the staff are helpful. But there were small niggles that are unnecessary and really shouldn’t happen at a luxury hotel. My mobile phone couldn’t connect to the WiFi. The usual “room number and surname” led to an error, so I had to get a special 10 digit access code in reception. Weird. But the strangest thing was that the aircon was off and the control pad inactive. I had to call housekeeping and they activated it remotely. I had two back-to-back bookings, and at the start of my second “stay” the aircon was deactivated again, and I had to call housekeeping again to get it working. So it is an intentional setup. Very strange and not what I expect from a top hotel brand. Thirdly I couldn’t leave a credit card to cover incidentals. I had to pay a deposit on my room and then get a refund for the unused balance at check out. The gym is small. The pool and sun deck is beautiful. Would I stay again? Probably not, there are great hotels in Riyadh.

The hotel is comfortable and the staff are helpful. But there were several niggles that are unnecessary and really shouldn’t happen at a luxury hotel. I was downgraded at check-in from a king to a twin, not what you expect as part of the Gold Elite program. My mobile phone couldn’t connect to the WiFi. The usual “room number and surname” led to an error, so I had to get a special 10 digit access code in reception. Weird. But the strangest thing was that the aircon in my room was off and the control pad inactive. I had to call housekeeping and they activated it remotely, as if it was a routine request. I had two back-to-back bookings, and at the end of my first “stay” the aircon was deactivated again, and I had to call housekeeping again to get it working. So it is an intentional setup. Very strange and not what I expect from a top hotel brand. Thirdly I couldn’t leave a credit card to cover incidentals. I had to pay a deposit on my room and then get a refund for the unused balance at check out. The gym is small. The pool and sun deck is beautiful. Would I stay again? Probably not, there are other great hotels in Riyadh.

Mr Kamal Ram was very helpful. He helped with the luggage very actively, and gave a room tour explaining the amenities. Very helpful and friendly person. Overall he was very careful with the handling of the logistics, and very dedicated to his duty.

When the since of luxury touches you by a human being that’s what I found during my stay with genuine care by Mr. Riyadh from reception and Ms. Rouh from the restaurant and Mr. Adnan from health club thank you all so much and i am certain that I will be back soon

Amazing service, with a fantastic concierge team. Business lounge is on par with best in the world. Amazing views from every room. The room service, dining restaurants have several options, all produce great meals. Airport pickup is easy to arrange and tours can be ordered by concierge team. Worthy of the WJ Marriott branding. Its only two years old, an amazing hotel.

I am writing this review to make future visitors aware that the JW Marriot in Riyadh lied to me about laundry charges, removed them from my bill, then went back and charged my credit card without even consulting me. I recently stayed in JW in Riyadh for a business trip in September 2023. I have stayed there in the past with no issues. The hotel is okay in the sense that the rooms are modern and nice, but the service is always below par for Marriot. The reception is not always staffed or there is always a long line (even at hours when there isn't a checkout rush). The staff almost never understands what is going on or how to fix a problem. When you call for room service or anything, it always takes forever or no one responds sometimes. Most recently, I stayed there and got suspicious that my company laundry allowance was not being recorded in my bill (this is before check out). My company prenegotiated rates for my stay at Marriot, so I get two pieces a day for free. I went to discuss the matter of my laundry with someone in the front desk. After the typical waiting and being told they will review it and get back to me (the front desk person just candidly told me he didnt even know how to check in the system), I go back to the front desk and they assure me everything is fine. The guy tells me he verified in the system that I am receiving my company rate and that I will not be charged. Upon check out, there are all these laundry bills and I complain. They go into the system and assure me that they will remove them from the bill. They do so and I pay my bill without the charges and leave, thinking everything is fine. On my flight out of town, I get a random email from the hotel management saying that I owe a laundry balance and so they charged my credit card! I emailed them back explaining the situation, and that I have stayed there before. They said that at the time of booking they put it in the system not as a company rate but personal, and so I had to pay a week's worth of laundry. Without informing me, they just charged my credit card the full amount. No request, nothing, just auto charged it. Obviously I am going to contest it with my bank. Absolutely ridiculous that they wouldn't even just go back and fix it; I've literally stayed there a number of times. Not going back again...