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“Some Good, Some Bad” 4 of 5 stars
Review of JW Marriott Mexico City Santa Fe

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JW Marriott Mexico City Santa Fe
4.0 of 5 Hotel   |   Ave Sante Fe 160 Col Santa Fe, Mexico City 01219, Mexico   |  
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Ranked #16 of 289 Hotels in Mexico City
Pasadena, California
Senior Contributor
48 reviews 48 reviews
18 hotel reviews
Reviews in 19 cities Reviews in 19 cities
15 helpful votes 15 helpful votes
“Some Good, Some Bad”
4 of 5 stars Reviewed April 27, 2013

A newer JW Marriott in the newer Santa Fe business area, with all the standard JW amenities. Great exercise room, nice furnishings, good buffet breakfast and well prepared dinner. As noted on other reviews, the overall pricing is high even for Mexico City and there's an extar charge for almost anything beyond the base room charge.

But... the service standard are well below the JW Marriott usual. The air conditioning in the room is almost impossible to control and the staff is very very hard to get engaged to fix (like four phone calls and 4 hours to get an adjustment to a sweaty hot room). Also, the English language proficiency of the average staff person is quite low (Chardonnay is not a red wine).

A smaller issue is that there is absolutely noting that is authentic Mexican about the decor. It seemed like I could have been in Toronto or Dubai, except for the Spanish spoken by the staff.

A solid choice but not spectacular.

  • Stayed April 2013, traveled on business
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, April 30, 2013
Dear Guest,

First of all thank you very much for your comments.

Please let me tell you that we are aware of our opportunity areas and are currently working on fast pace in order to get everything fixed and working in the correct way.

Also, we want you to know that every of our 221 rooms have mexican artwork that includes black clay vases brought from Oaxaca and photographs that represent our culture. There is also our Restaurant CúA (which means "to eat" in Náhuatl) that offers a very characteristic ambeinte with a rich menu of fine Mexican cuisine.

We truely hope that you can give us the placer of hosting you again on your next stay. Please have my e-mail adress: mmestas@grupodiestra.com. I'll be at your disposal.

Sincerely,

Miguel Mestas
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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161 reviews from our community

Traveler rating
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Rating summary
  • Sleep Quality
    4.5 of 5 stars
  • Location
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (20)
Date | Rating
  • Chinese (Simplified) first
  • English first
  • German first
  • Italian first
  • Portuguese first
  • Russian first
  • Spanish first
  • Any
English first
Alton, United Kingdom
Top Contributor
59 reviews 59 reviews
30 hotel reviews
Reviews in 39 cities Reviews in 39 cities
34 helpful votes 34 helpful votes
4 of 5 stars Reviewed April 21, 2013 via mobile

Had previously used the Marriott Polanco but tried this one for the latest trip. Its a new hotel so all the decor is good and the rooms in great shape.
It's a little odd on th ground floor with a bar, front desk and sitting area all merged into a small area.

Overall a good standard business Marriott but not exceptional.

Stayed April 2013, traveled on business
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, April 30, 2013
Appreciated Guest,

We all want to thank you for your kind review about your recent stay with us.

Please be sure that we are putting all our efforts in order to offer our guests the impeccable service that JW Marriott is commited to.

If you allow me, I would like to give you my e-mail adress so that you can please let us know exactly what we coul've done to make your stay exceptional: mmestas@grupodiestra.com

I stay at your disposal and thank you for your time.

Sincerely,

Miguel Mestas
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Reviewer
4 reviews 4 reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed March 20, 2013

I had overall a very good experience here, but was absolutely shocked when I checked out that they had charged me for using the coffee maker that is in the room. About four dollars for each little pod. Just really tacky nickel and diming of guests at an expensive property.

Other than that, the hotel is beautiful, staff were very nice, location is good. A standard high end Marriott.

  • Stayed March 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, March 26, 2013
Dear Guest,

Thank you for your review about your last stay at the JW Marriott Mexico City Santa Fe.

We are glad to know that you found our property beautiful and that our staff provided you the experience you expected.

About the charge of the coffee maker you mentioned, we want to assure you that the products we offer at our mini bar are of the highest quality, specially the Nespresso coffee maker that you normally won't find at any other Hotel. The charge for each capsule is $2.81 USD which is less than you will normally pay at a regular coffee shop.

Your comments are trully appreciated, please be sure that our main goal is to provide perfect hassle-free experiences for our highly regarded guests like you.

Receive my best regards,

Miguel Mestas
General Manager
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Dallas, Texas
Senior Reviewer
7 reviews 7 reviews
4 hotel reviews
Reviews in 5 cities Reviews in 5 cities
1 helpful vote 1 helpful vote
1 of 5 stars Reviewed March 5, 2013

20 phone calls to the front desk and I cannot get a new room or someone to confront the room next to mine who is watching a soccer game at full volume. Will not stay here again or recommend to others to stay here. Finally on the 21st call management has called the neighboring room. No No follow up once again to see if I am satisfied or apology. JW Marriott brand is better than this.

  • Stayed March 2013, traveled on business
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, March 11, 2013
Appreciated Guest,

We deeply regret that your experience in our Hotel wasn't what you expected. I want you to know that I have personally reviewed the reports from your calls and although we spoke with the guest in the contigous room he didn't paid attention to our request.

Unfortunately, this is an odd situation that wasn't completely within our hands to resolve, but please be sure that our main goal is to provide our guest's the excellent service they deserve and we will put extra special attention on details like this.

Thank you for taking your time to give us your feedback, we woud be more than honored if you decided to visit us again.

Best regards,

Miguel Mestas
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Parkland, Florida
Senior Contributor
27 reviews 27 reviews
13 hotel reviews
Reviews in 16 cities Reviews in 16 cities
17 helpful votes 17 helpful votes
4 of 5 stars Reviewed February 25, 2013

I stayed 3 nights with the family for personal business reasons. The hotel opened less than a year ago and has pretty much high end, modern construction, facilities and amenities. I got two rooms since it would be too cramped to get one room with two teenagers. I requested a junior suite, but they are not made for four people ended up paying about 15% more for the two rooms after talking to the manager at the front desk. I did ask marriott reervations to give me one suite that could accomodate 4 people, but had to switch


Location. Santa Fe is a suburb-like area of Mexico city, so if you are going to stay here make sure you are aware of where you want to go during your visit and figure out the distance and traffic, it may take you a coupleof hours to drive 10 miles during rush hour

Ammenities. Cool, modern weel equiped gym, good size- the door, elevator, etc key are proximity based so you dont have to swipe, they look cool and work great. The executive lounge has a great selection of food throughout the day. As well as drinks. Wine, beer included

The pool was also great. Small but has half under cover and half outside with a glass wall facing the edge of the terrace.

Rooms. Everything is nice in the rooms, bathroom, beds, tv - HD 46inches? Maybe 50 inches. The have a nespresso machine in each room, but the pods will set you 2-3 dollars, they are not included.

I was not able to go to the restaurants but they looked very good.

I did not give excellent since there are still small kinks they are working out and you can tell that there are still training some of the employees. Neverteheless they are all super friendly and want to help. Definetely go back if i need to stay in the santa fe area

  • Stayed February 2013, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, March 5, 2013
Dear Guest,

It is obvious that you are a well experienced traveler. Therefore, it is more than an honor to receive your kind review.

We are glad that you enjoyed your stay and wanted to assure you that the small kinks you mentioned are being taken care of and that our staff is constantly under training.

Hopefully for the next time you visit the Santa Fe Area you will notice the difference and enjoy the perfect experience you deserve.

Thank you again and please receive my kind regards.

Sincerely,

Miguel Mestas
General Manager
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Chicago, Illinois
Senior Contributor
30 reviews 30 reviews
25 hotel reviews
Reviews in 24 cities Reviews in 24 cities
28 helpful votes 28 helpful votes
4 of 5 stars Reviewed February 24, 2013

Stayed here on business and had a conference in the hotel. The rooms are nice, service is good. The executive lounge has a nice outside patio. The pool looked really nice, but I didn't have a chance to use it. This hotel is about 45 minutes from the airport in the hills outside the city. The area is home to several international businesses (IBM, HP, etc). It is safe for walking around and there are plenty of nice restaurants & malls in the area.

  • Stayed February 2013, traveled on business
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, March 5, 2013
Appreciated Guest,

Allow me to thank you for taking your time to write your review about our Hotel. Please be sure that it was our pleasure to host your stay and that we look forward to having you back again.

I stay at your disposal,

Miguel Mestas
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Richmond, Virginia
Contributor
13 reviews 13 reviews
13 hotel reviews
Reviews in 9 cities Reviews in 9 cities
11 helpful votes 11 helpful votes
3 of 5 stars Reviewed January 24, 2013

Nice building
Nice rooms
Poor concierge service
Poor front desk service
Most folks not well trained on the Marriot hotel system
Disorganized billing
Week executive lounge, attendant not motivated
Overall hotel staff not motivated
This hotel is nice building , however the staff needs training, they are not motivated and they really do understand their responsibilities.

  • Stayed December 2012, traveled on business
    • 2 of 5 stars Value
    • 1 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM JW Marriott ... M, General Manager at JW Marriott Mexico City Santa Fe, responded to this review, January 26, 2013
Dear Mr. Bryan,

We are sure you are very familiar with the Marriott Brand and that you have a unique crytical eye when traveling.

I want you to know that we are working hard in consolidating our team in order to have them all take a torough training, so that next time you decide to please us with your presence you will receive the authentic and intuitive service you expect from a JW Marriott Hotel.

We all stay at your disposal and hope to welcome you anytime soon.

Warm regards,

Miguel Mestas
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about JW Marriott Mexico City Santa Fe

Address: Ave Sante Fe 160 Col Santa Fe, Mexico City 01219, Mexico
Location: Mexico > Central Mexico and Gulf Coast > Mexico City
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#6 Spa Hotel in Mexico City
#10 Business Hotel in Mexico City
#12 Luxury Hotel in Mexico City
#31 Family Hotel in Mexico City
Price Range (Based on Average Rates): $$
Hotel Class:4 star — JW Marriott Mexico City Santa Fe 4*
Number of rooms: 221
Official Description (provided by the hotel):
Welcome to the JW Marriott Hotel Mexico City Santa Fe, a luxury hotel in Mexico City's most modern district. Its privileged location at the heart of Santa Fe will give you access to cutting-edge restaurants, bars, cafes, boutiques, and malls. Some of the city's most notable corporations and universities are all just steps away. ... more   less 
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Also Known As:
JW Marriott Mexico City Santa Fe

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