JW Marriott Hotel Mexico City Santa Fe

Love the staff attitude, excellent customer service from the vallet service, door bell to the manager. Highly recomend you to ask for top floor, view is excellent from business lounge.

Everything was nice, nice place to stay

Comfortable and pleasant stay for two nights. I used my upgrade awards for a master suite on the 15th floor. Nice room with comfy bed and sheets. The footprint of the hotel is quite small with only 15 floors and about 10-12 rooms per floor so it feels quite intimate and cozy. Dinner at Quattro was excellent. The lounge was small but the service was uniformly high quality and very attentive. We also ate at nearby restaurants and there was much to choose from - from the food court in the mall across the street to Cascabel 5 min away (amazing restaurant). Miguel at checkout was so efficient and helpful - he got me a hotel car pronto (in seconds literally) to the airport when my Uber cancelled and I had to rush. Happy to have stayed here and will be back!

This is the worst JW Marriott ever, and it should not even be part of the brand. Status has no meaning here. The only breakfast option for Titanium Elite members is a continental buffet in the lounge. A traditional Mexican breakfast in the restaurant is full priced. No welcome gift or points on arrival. Moreover, staff has no clue as to local offerings. When I sent a message through the app asking for late night dining options, given my flight had been delayed, I was told that the closest was 40 minutes away, when in reality there was a great Mexican taco joint that was open until 5 am and was only 2 minutes away. Last of all, the bar closes at 11 pm on Saturday and there is only one main dish option on the late night dinner menu. This would never happen in any other JWM around the world. This is more like a Fairfield Inn, and should be priced accordingly.

My name is Bruno Reichert and I booked a night at the JW Santa Fe on 11/14 . Due to different flights, I called in anticipation, letting the property know that my wife would check in before I did (I'm currently in CA, staying at a sister property as I am a loyal Marriott Bonvoy customer). Ms. Viviana Alvarez treated my wife with such contempt and arrogance, saying she would revoke my benefits if I didn't sign up immediately, shaming my wife even when I called the day prior to inform about this. It was such a bad experience that I wonder: is Ms. Alvarez one of Marriott's owners? what gives her the right to treat a PAYING customer with such contempt? I hope these lines hit the right person as this señorita Alvarez needs to be trained on 2 or 3 things around customer service.

A/c not working

It is an aging property but it remains quiet, comfortable, and sparkling clean. Marriott Bonvoy service remains impeccable (reception, concierge, room service).

Good

Good