JW Marriott Hotel Mexico City Polanco

We enjoyed our very comfortable stay at the JW Marriott. We did a ton of research before choosing this hotel. We were very torn between The Ritz Carlton, St Regis, and Four Seasons. We are SO happy we chose this hotel because of the neighborhood. The other hotels are in more of a business type district on a very busy boulevard. The JW is literally a 5-7 minute walk to the very cute Polanco main area which has adorable restaurants, bars, shops and about a 10 min walk to all of the high end designer shops such as Hermes, LV, Gucci, etc. Ubers are super cheap, so if you want to venture out to Roma or the city center, is very inexpensive to do so. The hotel was recently renovated and is quite lovely and modern. The M Club had a great choice of food! Beds were comfy, and the shower had great water pressure. Nice staff, too! We would definitely stay here again if we return to Mexico City!

I paid in advance but had an emergency and have to go back one night before the schedule; they can't reimburse me the night because I paid in advance... this is something crazy. Usually I'm a Marriott guest but they didn't care. So disappointed.

The staff was incredible and the food was delicious at the hotel

Nice place

We stayed at the JW Polanco for 5 nights over the holidays and had a mixed experience. We had a couple of specific room requests but they were not met - not ideal but may have been tougher because of the holidays. But would have been nice had they said sorry we couldn't meet those versus just saying effectively too bad. The location in Polanco is terrific as Polanco is a great neighborhood. The rooms are clean and well laid out. Most of the employees are very nice and do their best - particularly housekeeping and porters. The front desk employees were a bit mixed. But unfortunately everything was just very slow. For example, we had to wait usually 5-10 minutes for the elevators despite there appearing to be 4 elevators. Sometimes longer. We ordered at Sendero once and waited 45 minutes for an omelette - so we never went back for breakfast. A few times we asked for items like water or towels to be sent to our room and it took over 45 minutes every time. We had a much better experience 4-5 years ago when we stayed. Hopefully this was just a busy time for the hotel.

Beyond my expectations but so was Mexico city!

My wife and my 2 kids (10 & 13yo) stayed here for 5 nights during New Years. We had never been to Mexico City, and several folks had recommended booking the JW given its location in Polanco. The property is part of the AMEX fine hotels collection, and I'm also a Marriott Elite member, so I had high expectations given the potential benefits. I was sorely disappointed. We arrived at 345p on Sunday, and while the check-in was quick, we were informed that our corner suite (2524) was in the final stages of cleaning. We were advised to wait in the 5th floor lounge as they would bring the room keys when the room was ready. As others have noted, the lounge isn't flashy as it merely features several dining tables. The food selection is pretty good, but the food quality is average Marriott fare. They don't serve alcohol as only sodas and waters were available. We checked at 430p and at 5p on the status of our suite, and we were informed that it wouldn't be much longer. Finally, at 530p, the front desk clerk furnished keys so we could head to our room and get settled. Our suite had magnificent views of the city and the park. While it had been upgraded, the decor still reminded me of a Westin. The bedding was ok, and the small couch was more for show rather than lounging. The bathroom had been updated and featured a glass shower with nice fixtures. But again, it seemed more Westin-esque than that of a Ritz. Pros - Location is fantastic as one can easily walk to restaurants and shops in Polanco which is a safe and upscale neighborhood. One can also walk to the castle although its a longer walk. - Gym is very spacious with ample cardio equipment and treadmills. The weight room isn't large, but it had most essential items and was never packed. There's also a small, heated outdoor pool. The gym staff were always friendly and helpful. - Concierge was always accessible as one never had to wait to speak with them. And, we used them to book a guide to Guadalupe and the Pyramids. That said, I've found that the concierge at other properties like Four Seasons or Mandarin will take care of everything (e.g., ticket booking, itinerary prep, etc.) They don't do that here as we booked our own tickets for sites and events such as Lucha Libre. Cons - Service is erratic. We always had to wait for 20+ minutes to get a table for breakfast, and once we did get a table, we had to wait for another 20-30 minutes to order coffee or tea. I recognize that the hotel was busy and on our last 2 days, we noted that there was no wait for a table, yet we still waited for coffee. - The food itself is ok, but there was no dish that we raved about. Admittedly, Mexico City features sensational restaurants, so one has to get out of the JW. - Only 2 elevators were working which was painful given it was a busy week. Again, while the location is magnificent, I don't believe that the JW is worthy of an AMEX fine hotel as it seems more like a renovated Marriott. I should note that the manager did upgrade us to a larger suite (2212) for our last 2 nights and provided $100 of complementary laundry which was a nice gesture. Yet, they misplaced an article of clothing, and we had to remind housekeeping several times to bring us 4 towels as they would only leave 2. They also made several mistakes on our bill that we had to correct at checkout. Polanco is a great area, and if you want to stay in its heart, the W and Intercontinental are next door. That said, if we returned, we would definitely consider an alternative property.

Excellent service- kind and attentive staff. Great for couples or families. Near the park you can walk to. Easy to get an Uber when needed! Highly recommend

Polanco was a good base of operations for us. Ubers were cheap and plentiful. Polanco appears to be an upscale area designed for tourists (but it’s not touristy with sombrero and skull chostkies). However it’s a good place for restaurants, walking, shopping and central spot for venturing out into the city. I’d consider this area again for a stay. Jw is a really really nice hotel. Service was outstanding – all the staff we encountered were very helpful and went out of their way to assist us. Most remembered our names so when we came back, they would greet us by name. Pretty cool. They all spoke English. Rooms were very nice, we had a city view (vs a view of the park). Beds were comfortable, ac worked well, and it was very clean. Every day our room was put back together with new towels, waters, etc. And they came back for turn down service. While they told us the tap water was not ok to drink, I brushed my teeth with it and I was fine. Otherwise, they provided extra bottles of water upon request. We both had drinks with ice in them at the hotel and didn’t notice any issues. Couple of things to be aware of regarding the lounge (at least while we were there - I’m not sure if it’s different during non-holiday time): 1 the lounge is only open from 5-11pm. They serve snacks and dinner, but no breakfast. I found that unusual- it wasn’t bad as we enjoyed the restaurant for (free with my bon voy status ) breakfast. 2 also, the lounge did not serve any alcohol. I also found that unexpected because most other hotels of this caliber will offer that even in the us – at least beer/wine. None of this is or was a deal breaker, just don’t go there expecting the lounge as anything more than a snack spot. (Why eat dinner there with all the fantastic options outside the hotel??) 3 there was a heated pool. I didn’t realize or read about that, but there were quite a few people down there when we came back in the late afternoon either swimming or laying out. Even at the end of December. Looked like a nice time but we were worn out by that time and didn’t have our suits anyway…