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3231 reviews
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Jul 26, 2022From Great to Bad
This is probably our 20th visit since the opening of this resort. We used to look so forward to our visits here and it seems like each recent experience is a little worse than the one before: Positives: The resort as a whole was very clean along with all of the amenities. Beautiful maintained resort. Negatives: Rooms: Check in was lengthy and unorganized. Our rooms were not ready @ check in time. Our room sink was plugged up. The rooms really need updating. Restaurants: 18 Oaks was ok. The steaks are seared so much that they are tough on the exterior. Our preference for our group were the sides over the entrees. Cibolo for breakfast was underwhelming compared to previous visits. They changed their breakfast sausage - gross. Coffee served was not hot. Velocity was the worst! Medium burgers were rare. We ordered a variety of meals and most said we wished a Chilis was close by. Rooftop was decent. Service took forever - an hour for chicken strips, hot dogs. Needless to say, we will not be returning. Completely overpriced, unhappy employees and the food was the most disappointing.
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Jul 24, 2022Excellent resort - avoid during Spring Break
We loved the resort. Spacious and clean rooms. Great amenities and food. The only downside was to go over Spring Break. It took hours to be seated. But that's expected. We will be back on a lesser busy period.
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Jul 22, 2022Bad management, bad manager, discrimination at this hotel.
Hopefully head quarters from Marriott will read this. I got here 7/21/22, room# 2174 under last name Hong. we booked one of the biggest suite, Hospitality suite. My husband is a Marriott member and he upgraded from the luxury suite to hospitality suite few days before our arrival. Luxury suite is around 1000sq. We got here, and there were two rooms that were connected to each other and they were both open. One big livingroom and a standard bedroom. So my teenager boy settled into that bed room. We called the front desk that we no longer need a roller bed since we had two beds in the room. We also said that key doesn’t work in 2170, and we need to open that room. At 9:40 pm, security guy came and knocked on one of door, and ask my son to move to another room immediately. By then, I was sleeping. Now he was stressed and scared, and it woke up entire family. It ruined entire first night. So when i woke up in the morning, I went to the front desk, and spoke to CASEY FINNILAN, she said she was a manager. I told her either she could give me a free first night or getting another room to compensate. She said hotel is 100% full and she would check the availability to let me know. That was 9am, 7/22. I did not hear from her til 3pm. She gave me wrong numbers that doesn’t even work( please see the pic) When I finally got hold of her, she said, I thought our conversation was over i was going to give you first free night. Nope, she told me she would let me know about room availability. Hotel made a mistake not to lock door btw connecting rooms. They should call me or called the room instead of sending a security person and woke us up at 9:40pm when mistake was theirs. And its one of the biggest suite. 1000sq, 1500 sq, guests arent going to measure rooms. Casey Funnilan, manager took my frustrations very lightly, and it seems like she doesn’t care about long time Marriott customer. She doesn’t give out her numbers and also not bother to call back. Thanks.
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Jul 18, 2022Disappointing service, high prices, poor value
There were issues booking reservations, long lines at check in, room readiness (even after 4:00 check in time, parking ( lack of and insufficient with very hilly lot) and valet ($47 per night and slow in retrieving your car), solving billing problems, reservations at hotel restaurants and more. Staff were very polite and nice and in many cases tried to be helpful. I can understand when hotel is very busy that service may not be perfect but when hotel was not as busy, they reduced staff and many of the same problems occurred. The expectations for a J W Marriot is for a certain level of service so paying higher prices for a lack of service is really not acceptable. On the positive side, the water park is excellent and the hotel was very clean. Perhaps others had or will have a different experience.
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Jul 14, 2022
Not what it used to be/needs refresh
Waterpark area needs an overhaul plus cleaning!! The walls of the lazy river were covered in algae (yuck) and needed cleaning/maintenance asap. Lots of broken concrete around the pool and in and around the lazy river — it looks like they tried to patch it but then broke into little pieces — little piles of broken concrete all over the lazy river steps. Water in all the pools was uncomfortably warm. (I would guess 87-90 degrees). Poolside lounge chairs need deep cleaning (at minimum) and/or replacing. Rooms starting to look tired and worn as well (worn furniture, etc). On the plus side service was very good and check-in was organized and fast and the rooms were clean. They had our rooms ready early (even though they were overlooking the parking lot … we are long time Marriott members so that was disappointing). Kids had fun and didn’t notice any of this :-) We’ve stayed here many times but sadly this was our last stay unless they really do some refurbishment/upgrades. Also, might need to consider a dress code for the water park … lots of (not so family friendly) cheeks hanging out lol!!