JW Marriott Hotel Beijing Central

Customer service was extremely poor. I booked a grand deluxe room with 2 double beds, however I was told by the staff at the lobby that my reservation was a room with king bed sounding like I made a mistake. I showed her my confirmation and she still insist her system shows king bed. She said it could have been Expedia's fault for the miscommunication and told me to call Expedia to sort out the issue myself when it isn't my mistake. Who on earth makes mistakes and ask the victim to fix the problem? This is already getting unprofessional. After I asked for the room that I booked again, she told me she would add a single bed for me and not to worry because its the same price. If I'm worried about price, I would be booking a cheaper budget hotel. Their service standard is definitely indicative of the budget hotel.Totally not getting a bigger picture, am I suppose to ask my mum to sleep on the smaller bed while I share the king bed with my fiancé? Tell me how is it possible to accept such disgraceful service for a hotel like JW Marriott?

Has a great 3 night stay here. Well situated for getting around the city and spectacular city views from the 4th floor buffet restaurant which had a huge variety of foods on offer. The hotel's Italian restaurant was good and well priced and the traditional Chinese restaurant gave exquisite food and exemplary service! Large, well equipped rooms with comfortable beds. Our only small niggles were we had booked a room for 3 adults but only two towels, gowns etc were provided and prices in the lounge bar were very expensive! Overall we highly recommend this hotel.

The facility and location were great. The rooms were very up-to-date.

We upgraded to a suite but it reeked of cigarette smoke, so we were downgraded to a different level of suite. It was dingy, musty, and a bit dated. The room was large, the bed comfortable, and the toiletries were very large and smelled good. The breakfast was expensive but very good. Excellent selection and tasty. Location was Ok. Adjacent to a run down mall.

Phenomenal service, as always. JW knows how to accommodate food allergies so that you are able to relax during your stay.

Check in is at 2pm but the room wasn't ready until 6pm.

This property physically is 5 star. The staff wants to be 5 star as well and tries to do everything perfectly. However, it felt like the hotel was one week old--like a shakedown cruise. Staff helpful, but clueless as what to do many times. This may be due to few of them speak any English. The front desk is the exception. An example was I was trying to order a beer at the bar in the lounge and it took three people to understand. Also, there was no explanation of what facilities the hotel has i.e. restaurants. No literature in the room. It took me 5 days to realize there was an Italian style restaurant on the ground floor. (there are two on the 4rth floor) I recommend that one signs up the executive lounge because it is worth the price especially if you have breakfast every day. (breakfast is free with membership) I did not know about this option until the last 24hrs of the stay. My belief is that management is very strong handed but very short on training people who really want to do a great job. They just need to be taught.

Great location- near Tiannamen Square and shopping areas. ATM and Walmart across the street- fascinating! Service was great and good place for us non Chinese speaking tourists

Location and support during my stay were really good. If I go to Beijing again, probable I should select the same hotel

My parents come to visit me in Beijing and choose to live here for 5 nights. The hotel is no doubt maintaining JW Marriot standards. Very luxury and comfortable style. The swimming pool is 25m*9m, and the gym area is like heaven. The only few downsides I would love to point out are that, 1. No night service, as we did not particularly address to the front desk it may be neglected though. 2. Very limited choice of drinks at breakfast buffet, only orange and watermelon. 3. No cotton pad, cotton stick or tooth pick in the room. 4. No welcome kit for members if by asking.