To the Executive Lounge staff at the JW Marriott Santa Fe, I want to extend my deepest gratitude and appreciation for your outstanding service. Juan in particular embodies the true meaning of exceptional customer service and hospitality. I have been coming to Mexico and staying year after year at the JW because of the service I have received from him and the team. Juan goes above and beyond in ensuring the customers needs are met and exceeded. I cannot thank Juan and his management team enough for making my stay more than amazing! As an Ambassador Bonvoy Elite member and corporate executive, I applaud the JW Marriott Santa Fe for their consistent level of service excellence and I look forward to my next stay. Mr. Nielsen
I have been staying with marriott since 2000. This is my favorite hotel because of the people. I have over 3000 nights, This hotel is made perfect by Juan and others. This is my first review, ask for Juan in the concierge lounge
Arrived on December 07, 2022 only to be (I use the term loosely) greeted by Tania at the front desk who was NOT friendly, never smiled, never greeted me and did not welcome me as a gold level status. Not a problem, but the week went down hill from there. Day 1 room neat and clean. Day 2 room barely cleaned and not restocked with water, coffee pods and creamer. Day 3 Spoke with Ray (manager) and he promised me that from that point forward everything would be better. To guarantee we received what we needed (and paid for) I left a note for the housekeeper and listed what was needed in the room. Didn’t work!! Still no coffee pods or creamer restocked. Day 4 returned back to the room with again, no coffee pods, creamer or water. Bed had been made, but no clean towels restocked and the room not been cleaned properly. Day 5 asked Valerie at the front desk to speak to a manager. Valerie told me that Gloria (MOD) would meet me on the executive floor at 9:00am. I waited till 9:35 and finally gave up. Went back to the front desk and Valerie immediately asks me if Gloria came and spoke with me, I replied no. Gloria came out and told me that Valerie had never told her to meet me. So either Valerie or Gloria are not telling the truth. Have 2 case numbers with Marriott Corporate, so let’s see how this shakes out. Very frustrating to have to request a clean room and items to be restocked every single day. Housekeeper told us that the hotel does not give them adequate supplies. Obvious that staff and managers do not care about their guests. On a bright note, Brenda on the executive floor and Jesus (bellman / concierge) are amazing and the only bright spots of the visit.…
Overall a very nice hotel that we would stay in again. The hotel is about an hour drive from the airport and is situated in a pretty safe area. Customer service is really professional and efficient, you can tell they place priority in this department. The staff is always willing to assist and are very knowledgeable. About the hotel itself was very up to date and clean. If you don't want to eat at the hotel there's a mall opposite the hotel with plenty of food options and also restaurants within walking distance.
Beautiful property near lots of restaurants. Service needs some improvement. Had trouble getting standard coffee and water in the room, it is included with the room. Had to request basic service everyday to follow up to maid service when it should be stocked. Room service made lots of errors as well. Staff needs some training at front desk, room service and maid service. Their Italian restaurant is very nice on property.
I'm staying at this hotel presently. All the rooms have been renovated and have every amenity you could possibly want. The pool has a great view of the city and the people were very kind. Sofia at front desk was very helpful with check in, accommodated a early arrival. The are is upscale. Uber is readily available and lots of great restaurants close by.
This is a good business hotel in the Santa Fe area in Mexico. Check-in was fast, and the bellstaff was friendly and helpful. The room was large enough, with a large desk and a lounger in the room. The bathroom was a bit dated but in great shape, with both a bathtub and a separate shower. The TV had a smaller than usual channel selection, but the Wifi was fast and stable, and room service was reasonably priced, There's Samara shops across the street from the hotel, which is very convenient.
Went to Mexico City for a weekend getaway for my husbands birthday with friends. Check in process was long and convoluted. no lifetime Titainium status recognition what so ever, no upgrade offered, not a lot of explanation of hotel services. Room that we were initially given had a leaky toilet, that was leaking blue water all over the floor. I requested a room change. I was ignored and said someone would be up there ti fix it. Upon doing what the maintenance man had to do, he called the front desk and they relayed to me that the bathroom wouldn't be fully useable for 2-4 hours! The front desk then said they could change my room if I wanted! After wasting 45 minutes of my time we changed rooms. The next room obviously had an issue with the air conditioner. At that point I went downstairs to find a manager. After talking to two people I finally got to speak to one. They then upgraded me to a suite which was a nice and spacious room. The executive lounge apparently has a two drink limit on beer and wine? Canapés that were offered in the evening were disgusting! Fried onion rings out of a frozen pouch, a couple of salads, and few petit fours! Not uptown JW standards. Plus the person working in the lounge was not friendly, or welcoming that evening. Breakfast in the executive lounge was however wonderful! Lots of choices or different hot and cold items, with coffee's and juices avaiable! Plus the attendant was very kind, helpful, and friendly! The jacuzzi at the pool was out of service to our dismay, and there were numerous rusty nails sticking up out of the desk in which people could step on if they weren't watching or being careful! Sadly, our stay had pretty much been ruined by lack of service and the inconvenience we'd experienced. Our party checked out early and went to the St Regis where I've stayed before, and I knew we'd have a lot better experience! I've stayed at many JW's around the world, and I'd have to say based on service, and food alone this was the worst! I've had better Service at a Courtyard!…
Obviously, a very nice hotel as the JWT normally are. The room is clean and comfortable with a nice bathroom and working desk. Breakfast is very good and well served. Their gym is small when compared to other hotels of the same status around Mexico City. The lobby bar is very nice and it was great to see it so busy on a Monday night - life is in fact getting back to normal. The Italian restaurant Quattro is outstanding (please check my review).
Figured I start my trip in the massive city of mexico city in the modern and high end neighborhood of Santa Fe. The JW was perfect location. Elite breakfast and happy hour were amazing. ( I have ambassador status) . Staff were great all around but the breakfast team really made the stay and experience memorable. Especially my server Juan Lopez. I had three breakfasts and his service, friendly conversations and general good vibes got my morning to a great start. Dario as well was a treat to say hello to every morning at breakfast. Pool and gym were smallish but modern and excellent. The mall across the street and the row of restaurants down the street were also a big asset.
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