The JW wasn't as bad as I expected it to be based on reviews on here, but the complete unwillingness to upgrade me to even a Corner room left a sour taste in my mouth. I can't foresee a reason to return.
Prior to check-in, I never saw an upgrade come in through the app. When I arrived, the agent said I had been upgraded to a "View King" (which isn't a room type and never showed up on my app). I asked about corner rooms and suites but was told those weren't available. Suites did appear sold out, but there were plenty of corner room types. I would have at least liked a couch. Whatever, they obviously don't even want to try. It was 3 PM - there should be plenty of clean rooms at that point.
My View King had a nice view of the highway - wow :-) Honestly, the room itself did look nice. The bed was fine - I didn't experience the issues mentioned above, expect for some weirdness in a couple of the pillows (areas were either too flat or too puffy). The mattress was "firm" - kind of like a Thompson bed. The covers were a bit thin (just like the Westin across the street). Still, I slept fine, but my expectations might have been really low. The shower had great pressure, IMO, on the 19th floor. The room could be a bit dark at times. The TV had the Internet TV OS. Soundproofing from the highway was less effective than the Westin, but soundproofing to the hallway seemed really good (very thick door).
The lobby is weirdly small - definitely a focus on the restaurants here. Elevators were weirdly slow in movement (could be annoying during busy times).
Service was ruined by the lack of consideration for an upgrade. The agent seemed "fake happy" or "sickly sweet" - like, if you're so happy, at least give me a corner room. Stop lying to my face. No issue with 4 PM late checkout, though.
Breakfast is in the 2nd floor Executive Lounge. The espresso machine is "Out of Order" - they probably don't want to deal with it. I thought the breakfast was fine for a lounge, though - scrambled eggs, sausage, grits, and store-bought buffet pastries. It could have been worse.
Overall, I don't know why anyone would stay here - the Westin has a better breakfast and will at least upgrade Elites (and is much less expensive).
