Lagoon is great Hotel is not A review of JW Marriott Ihilani Resort and Spa

Upon arrival at the hotel, we were put in a room overlooking the roof towards the mountains. I enquired about an upgrade (as a platinum level member of Marriott Rewards) and was told I would have to pay $50/night for something I always got free at the Maui Marriott - the desk clerks were downright rude throughout the entire stay. After speaking with a manager, I was offered a room overlooking the lagoon for free. While the view was better, the condition of the room furniture and carpet was disgusting. The carpet was covered in filthy spots and the sofa was so bad we wouldn't sit on it without a towel. We had a room with 2 beds - which are not full size (they are slightly larger than a twin). The bathroom was very nice - all done in marble with a soaking tub, a seperate shower and a water closet. The lagoon was a delight, however. We tried to spend no time in the room as it was basically disgusting. If I was paying for this resort, I would have checked out and gone elsewhere. There are no ice makers so you have to call for ice continually - it comes quickly but it is a pain.

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JW Marriott Ihilani Resort and Spa
1368 reviews