Thank you very much for your pushback. We have never gone back to the JW after several bad experiences right in line with what you wrote. Also, had same issue with pool/fitness center. Never got upgraded, front desk always gave the run around about everything and were never even pleasant to interact with forget about being nice. Never ever felt welcome there, always felt like we were a burden to them just by staying there and this goes back pre covid. Have always gone to Ritz since whenever doing an upscale Marriott stay and then comes Hotel Chicago and Hotel Zachary. Rooms are fine at JW but I definitely prefer the Ritz's rooms far and away and they are the same amount of points and very close in $ very often.