JW Marriott Hotel Mexico City Polanco

very bad invoicing service

Great Breakfast. Comfortable Bed. Hot water

Must be one of the worst Marriots I have stayed. Flew from Miami where we stayed at the Edition,being a Convoy member immediately recognised as a valued customer, in JKW Polanco d not expect to be greeted as they haven't a clue about guest relations,The Hotel is bland and unless you have to stay there avoid it, why on earth should anyone pay US $1.000 for this property, there are far more better hotels in Polanco I had a reservation. for second stay end October I cancelled it I recommend Casa Polanco

My recent stay at the JW Marriott Mexico City was a blend of exceptional highlights and unfortunate lapses. The Sendero restaurant was absolutely outstanding. On October 5th, my server Magdalena delivered flawless, warm, and intuitive service. The chefs who prepared my meal that evening deserve praise — their dishes were refined, beautifully presented, and among the best I’ve had at any Marriott property. Sendero represents the very best of JW hospitality. The concierge and bell captains were also superb — consistently kind, professional, and proactive. They made me feel genuinely welcomed from start to finish. Unfortunately, other areas of the hotel fell short of Marriott’s standards. I have a serious food allergy, which I clearly communicated in advance via email to Valeria Sedano Rodríguez, Room Service Supervisor, on October 5th. She confirmed receipt of my allergy list. Despite this, I later experienced a reaction after being served pancakes that were not safely prepared and smothered in one of the exact items that I shared in advance of my stay as a severe food allergy. While mistakes can happen, the real disappointment came afterward. The management response was condescending and transactional, offering only a “goodwill gesture” to not charge for the meal instead of showing genuine concern or accountability. Interactions with Front Desk Managers Gabriella and Carolina were equally disheartening, lacking empathy or a sincere effort to resolve the matter. As a loyal Marriott guest, I share this feedback because I believe this property has tremendous potential. The Sendero team, chefs, concierge, and bell staff are shining examples of excellence. With stronger leadership focus on empathy and guest safety, this hotel could truly live up to the JW brand promise.

Walking distance to shopping and Restaurants

Schönes Ambiente, sehr freundliches Personal und tolle Lage

Excellent location, right across from the National Auditorium and the celebriity walk of fame. Close to several different museums and parks. Lots of options.