JILL was a very rude and unhelpful manager. She went on and on arguing with us that there was nothing that could be done and we will have to take it up with the kitchen manager tomorrow. She kept arguing over and over with us saying that kitchen manager called and talked to us and said we confirmed the order. She was so rude and had such an attitude. We waited an hour and got no call so finally we called over and over till we reached her. The kitchen closed so we talked to a manager named JILL who said she would call back. We put the tray outside, untouched and uneaten because the brought us the wrong order. We received the wrong order and called back to either get the right order OR just refund us. Very bad customer service! Our company party was here and we ordered room service afterwards. The JW Marriott Phoenix Desert Ridge is one of my least favorites. I have stayed at plenty of JW Marriott hotels over the years. I wouldn't have enjoyed a meal at one of those tables. That means a lot of unnecessary walking through the hotel and it was a little strange to walk past several tables of people trying to enjoy a meal while we were dressed for swimming. The swimming area is gorgeous and really relaxing, but the only way to get to the pool is to walk through the restaurant right next to the front desk. The hotel grounds are immaculate and there are plenty of activities like tennis and pickle ball to enjoy. Our shower door was hung poorly, preventing it from closing completely, so we had water on the bathroom floor anytime someone took a shower.

But the bathroom is really tight (when you open the shower door, it clears the front of the toilet by less than an inch). The rooms are being refreshed/upgraded and we got one of the finished rooms. The rest of the hotel staff was extremely friendly and helpful, but the valet staff really upset my wife. That was a terrible first impression of the hotel. According to them, we couldn't leave a car anywhere near the front desk even for 5 minutes to check-in. The valet staff told us we had to allow them to park our car (for $35) in order to check-in to the hotel even though we intended to self-park (for $20). This hotel is beautiful, but there are some gotchas that really bring down the experience, starting with the extremely aggressive parking valets.

Lazy river