Awful experience at THC property (JW Marriott, Anaheim Resort) - stay away!
I had an incredibly negative experience at JW Marriott Anaheim Resort during the past week. One of the primary reasons for us booking this property through AMEX was for the benefits, but they did not provide any of The Hotel Collection benefits at all (no noon check-in, no late check-out, and no room upgrade) and on top of that we were unable to fully utilize the dining credit due to unannounced restaurant closures.
The hotel did not disclose that 2/3 of the on-site restaurants were closed during my stay. I had made reservations for the Tocca Ferro restaurant and Parkestry rooftop bar over a month in advance. I even received a text message confirmation for the reservation the night before it was scheduled. Both restaurants were closed for the entire duration of my stay with no ETA when they will reopen. The staff did not disclose this to me when I checked in, nor did they disclose this when I inquired about how to utilize the AMEX dining credits. I only became aware of this when arriving at the restaurant on the day of my reservation. Because of this, my wife and I were only able to partially utilize the dining credit at the pool bar (which had a very limited menu due to the primary kitchen being closed). The hotel website and reservation system still do not disclose that the restaurants are closed - online it shows they are open with full hours and a published menu that is not actually available to order from.
This experience overall makes me question whether the AMEX Platinum program is worth having at all unfortunately. My impression is that the property is deliberately trying to mislead customers by not disclosing their amenities are unavailable until they physically arrive for their reservation. I strongly suggest avoiding this property.
Has anyone else had an experience like this with THC/FHR properties?