Service animals are allowed.
Values realeated to administratives fees are already included at the moment of purchase at the HURB website.Local fees, services fees and resort fees may not be included and should be paid directly to the hotel.
Based on 634 reviews
The best service
Edher, our server in the hotel restaurant, was the picture of professionalism. So polite, prompt and willing to help in every way possible. We are immensely thankful. The staff at the front desk, and the bell captains also were incredibly professional. What a pleasure
Very Helpful Staff but Disgustingly filthy rooms
During my stay I ran into some very lovely and helpful people that represent this hotel to the highest level, including Cesar (at the bell-desk), and Andre (at the Front desk). These people most notably stand out for being exceptionally helpful with their exemplary service. But there also were other issues that I felt reflected quite poorly on the quality of this hotel. This mainly concerns housekeeping issues. Upon my check-in at the hotel I was assigned room # 1010. Although the room appeared at first glance to be clean, upon further investigation I noticed that the carpeting was extremely dirty and stained in many areas (see attached photos). It was severely stained in areas where a person would normally place their bare-feet as they would alight from bed. Immediately I went down to the front desk to inform them of my findings and requested that I be moved to a new room. I was told that the hotel was in a sold-out status and that I would not be able to be moved from my room until the next morning. I was annoyed since the last thing I wanted to do was to sleep in a room that was not satisfactorily cleaned. I found it puzzling that if a room had stained carpets, that the housekeeper, or the housekeeping supervisor would not report the room's carpeting for a deep-clean carpet shampoo prior to re-occupying the room again. The next day, however, I was moved to room # 1014, which did not have any issues regarding stained carpeting, what I experienced in this room, however, was filth beyond what I would have ever expected. The corners of the bathroom was disgusting. It seems as though the housekeeping department, rarely, if ever, vacuums the bathroom (actually when I noticed the housekeeper in the hallway with her cart, I did not see that a vacuum accompanied her cart, is it possible that the rooms are not vacuumed on a daily basis?). The corners of the bathroom were full of hair and dirt (see photos), the floor tile behind the commode appears to never have been cleaned. It seemed to be stained by what appeared to be urine. The shower had a mildew odor, and the sink (even though it was reported twice to maintenance) drained extremely slowly. Finally, every morning for breakfast I dined at Cua Restaurant. I found the food to be of high quality, and quite tasty. I also found the waitstaff to be very helpful. What I found very disappointing was the cleanliness (cleanliness again) of the dining room. I had breakfast here daily during my stay. Every day that I was seated the seats were full of crumbs from the previous patron. Underneath the tables were crumbs, butter pats, and sometimes large pieces of bread, and the like. I found it amazing that the hostess would continue to seat me at tables that had these crumbs without a care as to the fact that they were seating me at these uncleaned tables and chairs. I myself had to brush off the chairs each morning before sitting in them. I expect that a JW Marriott Hotel should never have any of the problems that I described above. I did personally write to the hotel's General Manager (Mr. Miguel Hernandez) to explain my experiences, and even though I endured two rooms that were both less than acceptable, the reply I received from the GM was unsatisfactory. His response was "I will have a meeting tomorrow with our Restaurant Manager and our Housekeeping Manager to review and correct these failures immediately." OK. That's very nice, but meanwhile I stayed at this hotel for four nights, and spent good money while staying there, and the GM will see to correcting the hotel issues for the next guest?? What about the guest that just stayed there and paid for a room that should have never been rented out in that condition? The GM should have stood behind the hotel's downfalls, but instead did nothing.
Best in class customer service
To all who wish to stay in Santa Fe, don’t even think twice if you choose to stay at the JW Marriott City Santa Fe. You will not only find the great people and their best in class service but also the rooms, buffet, car service, you name it.... I would like to give kudos to “Venjoseph Diaz” for his special above and beyond customer service and how polite and humble he is. I had a greater experience this time from when I was here last... If you wish to coordinate anything with him in advance, please reach out to him via email at email@example.com Thank you Venjoseph as his team for such a great experience during my 5 night stay. Can’t go wrong selecting you guys. Best regards, Angel
Great Hotel in the Santa Fe Area!
I have stayed at the JW Marriott in Santa Fe a couple of times and it is a great option in the area, I have stayed for business but would also recommend it for pleasure; although it is not in the heart of the touristic area, it is not difficult to get to those places and you will be in a very nice zone; there is a mall next door and plenty of nice restaurants to choose from. The hotel is contemporary, has a very nice bar in the lobby and the two restaurants (Italian and Mexican / International) are both excellent. The breakfast buffet is fabulous, lots of options to choose from and delicious food both Mexican, as well as regular breakfast dishes. Rooms are extremely comfortable and modern, Nespresso machine and good minibar. The bed was amazing, I always have a hard time sleeping in hotels and I could have a great night sleep at the JW. Service is also very good all over the hotel. The only suggestion I have is to look into the water pressure in the shower, it is really light, which is not very comfortable, nothing that you cannot handle but if they can fix it, the whole experience will be just perfect!
Quality shines through.
Arrived late and tired. The staff was very helpful. Immediately was offered a complimentary drink and check in was very quick. I don’t think I said my name even once, but at least three people called me by it within the first five minutes and several more times during the rest of my stay. The room was impeccable, the temperature perfect, the bed comfortable. I hosted a meeting at the CuA restaurant in the morning and both my guests and I were impressed with the buffet breakfast selection. Definitely five ⭐️s.