JW Marriott Hotel Riyadh

Disappointing experience with serious service issues, partially salvaged by the duty manager. My stay at JW Marriott Riyadh started off very poorly. I arrived at 3 a.m., and check-in was disappointing — no welcome drink, no upgrade, and none of my pre-arrival requests were met. My room was small, not on a high floor, and the “genius suite” was misleading: the bathtub’s view is blocked by fixed blinds. On top of that, someone was smoking on a non-smoking floor, which made me feel unwell, and reception offered no real solution. Concierge service was equally frustrating. I had arranged a driver for a trip to the Edge of the World, but I received conflicting information and was quoted a price three times the market rate. When I raised the issue with the concierge, he promised to resolve it and never got back to me. Complaints at reception and with concierge went completely unaddressed, forcing me to escalate directly to the duty manager. Thankfully, the duty manager intervened and salvaged my stay — upgrading me to a penthouse suite for a few hours and offering a complimentary dinner. While his support was excellent, it shouldn’t have taken escalating multiple complaints to get any resolution. Overall, the hotel itself is luxurious, but inconsistent service at reception and concierge, misleading room descriptions, and poor handling of complaints make this a risky experience.

Very comfortable stay. The hotel smells so good and they have all facilities you can think of. The breakfast buffet had some of the tastiest food ive ever tried. Room was spacious and comfortable. Will definitely stay here again in the future.

Fantastic hotel and great hospitality from all the staff The hotel has a nice courtyard where you can relax after a days business and also the rooms are very large and comfortable

Thank you to Housekeeping team, Abdullah to arrange flowers for to my room. Also, really good service at JW Steakhouse. Btw, the idea of the arabic coffee at the lobby by the Jemen gentleman, what a charming guy. Keep on going guys ! Thank you.