Originally Posted by rylan

I thought that the JW's were either Marriott owned or managed and not franchised.
Even if not, the JW is supposed to be the flagship of the Marriott brand. corporate should stand behind their product and address issues, particulary with the JW brand. Hiding behind the franchise and saying it is up to the individual hotel to decide is not an acceptable response. That basically removes Marriott of any involvement and means we the customer could get screwed whenever hotel management doesn't want to compensate for inferior service.