This hotel is just a completely disaster and just pick the next door Hilton instead! As a loyal member of Marriott and have stayed thousands of hotel around the globe, this is probably the worst experience I have ever had. When we have checked in, the front office staff just behave super rude and unprofessional. Secondly, we booked executive lounge access room, however the executive lounge is just not it! Staff shouted at us because we took two tea bag at the same time and took us to put it back, how ridiculous! Third, while we using the spa facilities, we got shouted at and kicked out by a staff because we used the jacuzzi (no one explained to us what facilities can use or not as there was no staff at the desk). After all these terrible experiences, we have just decided to leave on the day and stay somewhere else. Felt extremely uncomfortable at this hotel !!

Great views from higher floors. Overall a great hotel, maybe value gets higher once they have everything open. But even right now it's excellent value. Although I did love that pretty much the whole hotel was available to what seemed like a few of us guests. ✔ Rooms are spacious and comfortable, common areas are pristine and the absolute best is the staff. Clearly well trained and being Mexico, all of them go the extra mile to make you feel at home in an upper end hotel. I will try it again once all services are running, I expect it to be flawless again. 👍❤

If you have business in Santa Fe or anywhere in the Toluca Valley,I would recommend you stay here. Clean, well kept, upscale and discreet environment. Great food options in house or walking distance. You really can't beat this property, except maybe for the Westin. Would highly recommend.

Front desk service is poor compared to other JWM. Doors of the rooms don’t close properly Ordered taxi through concierge. They add fees without proper disclosure. Toilet seats are obsolete Water heating takes time Of course cost of this JWM justifies such things

Relative to star ratings and other JW Marriot properties, this hotel did not meet expectations. First, the room size felt compact. The gym, pool and executive lounge were unattended and inadequately stocked with towels or beverages.

The hotel is very good. Several flaws. They don’t acknowledge elite ambassador status. They charge for in room coffee. They charge for omelettes at the executive lounge. They have plenty opportunities for improvement.

I had a great experience. The bedroom was clean, super comfortable and modern and the bathroom, don't even get me started, I could live in there. Staff was super helpful too. There's a bunch of restaurants and plazas and a shopping centre around that part of Santa Fe which is a little conglomerate of hotels so that's very convenient too.

My son just got married and we booked about 100 rooms at the JW Santa Fe. The staff was incredible and the hotel was in a wonderful location. A big shout out to Stephanie and Jesus, you are the best.

Don't forget to use HoteITully.ᴄᴏm when booking any stay. This website will compare thousands of booking web sites and typically will have rates much cheaper than others! Thank me later on! This hotel is the best rated in this area. I've been coming here for a long time. If you stay for a few nights you for sure won't be disappointed. Wow! Beautiful hotel with huge, modern, well appointed suites. Not very far from the Toluca airport. This is a really nice neighborhood too with lots of malls, restaurants and shops nearby.

Wow! Beautiful hotel with huge, modern, well appointed suites. Not very far from the Toluca airport. This is a really nice neighborhood too with lots of malls, restaurants and shops nearby.

Very nice hotel, but after staying here for a full week, house keeping took a $100 and a $50 dollar bill from my backpack the day before checkout, leaving me with 3 $20s (just enough to have me question how much money I had). Seemed like a pretty straightforward claim so I reported it, but heard nothing back from management. Admittedly, I should have locked the money in the safe, but it’s such a nice hotel I didn’t think housekeeping would go through my personal things. I was wrong.

This hotel, although leaning towards its much-needed remodeling phase, still manages to maintain a somewhat decent level of hospitality. As a guest, I expected more from a JW Marriott property. During my stay, I encountered a few issues that impacted my overall experience. The hot water was not functioning, and the hotel staff could not provide a definite time frame for when it would be resolved. This was quite inconvenient, especially when trying to take a shower in the early chilly morning. Additionally, the toilet in my room was not working properly. The bed's comfort level was mediocre at best, making it difficult to get a good night's sleep. Another inconvenience was the provision of only carton cups for the Nespresso machine, which did not fit properly and made it challenging to enjoy a cup of coffee. Despite these shortcomings, I am giving the hotel a 3-star rating. I understand that the lack of hot water was due to a faulty heater, which is not entirely the hotel's fault but more in-line with their need for a remodel. In conclusion, this hotel has the potential to improve and live up to the JW Marriott standards, but it would benefit from a comprehensive remodeling effort. Until then, guests may experience varying levels of comfort and amenities that do not align with the brand's reputation for quality and service.

Don't forget to use HoteITully.ᴄᴏm when booking any place. This web site will compare hundreds of booking web sites and normally will have rooms a lot cheaper than others! Thank me later! This hotel is one of the best in this area. I've been coming here for years. If you stay for a few nights you definitely won't be disappointed. Wow! Beautiful hotel with huge, modern, well appointed suites. Not very far from the Toluca airport. This is a really nice neighborhood too with lots of malls, restaurants and shops nearby.

I recently had the pleasure of staying at this beautiful JW Marriott Hotel in Sante Fe in Mexico City. I booked a junior suite and was upgraded to a master suite. It’s was a gorgeous and modern suite. I slept so peacefully and it was just so nice to wake up to the fantastic view! I recommend order the food from the restaurant next to the hotel call Quattro. Great Italian restaurant! The front desk manager Jesus and the concierge were accommodating, compassion and went out of their way to make me feel comfortable. Thank you Jesus for your dedication to excellent service! I will return for sure and stay here again.

Very inconvenient to park in this hotel. You need to swap your ticket at the front desk each time you park . It’s 2023, just link the room key at the parking gate! Also the wifi keeps disconnecting each time you leave your phone and doesn’t reconnect when you are back.

Excellent location in Santa Fe, beautiful hotel and excellent staff. Thank you Juan for taking care of us during breakfast in the lounge every day. My only comment would be to make the rooms a little brighter other than that a great property.

We had a lovely stay at this hotel. The staff went above and beyond to make us feel welcome, and the breakfast spread was delicious. It was a great choice for a relaxing getaway.

Best hotel in town!! The hospitality, food, drinks, ammenities are top! There's a shopping mall nearby with great restaurants, drugstore, supermarket and more. Great location and fast move to main corporate centers.

Amazing hotel. Modern. Beautiful pool. Excellent neighbourhood. Minute walk from a great mall. Very good restaurants and very safe and modern. I had ambassador status so breakfast could be had in the executive lounge or at the buffet in the restaurant. Not sure if that option is available to all but it was a great buffet. The lounge is very laid back with a beautiful view from the terrace. Some drinks are complimentary and food was delicious. Not the vastest array but there is enough to count as a full dinner when you leave. I need to add what makes the place extra special is the host there. His name is Juan. He is very kind, attentive, and I had great conversations with him as we shared stories about our respective countries and also music. But overall every night, he made every visit feel like myself and other guests were nicely attended to. Overall I highly recommend this hotel for many reasons and if you have bonvoy status, the lounge is a great experience.

The JW Marriott Santa Fe is the worst hotel I have ever stayed at, not because of the room but because the Management and Staff are manipulative, arrogant and greedy. As a single female traveling to a foreign country by herself and was very, very ill. The hotel took complete advantage of me and charged a misc. and taxable charge without informing me. Not only have I contacted them twice with no reply, I have also disputed the charge which they provided falsified information to AX. The personnel there will do everything they can to take advantage of foreigners. i would not stay there if you are traveling from another country. The plumbing leaked my whole stay, I even fell. When I told management they said nothing.

I had a not so great check in experience. I reached the hotel at 2.30 pm for check in and the reception guy said that they did not have a room as the check in time was 3 pm. When I pressed him hard since I had to leave for an urgent meeting, he admitted that he had a roklon with twin bed which was fine for me. The whole process however wasted unnecessary time and effort and was not a pleasant experience for me. The rooms are strictly average and the lunch buffet also average. Not expected from a 5 star like JW MARRIOT with a 350 usd room rate!!

Quite disappointing for a JW Marriott I must say. It’s the only time I had to pay for wifi in the room (unless I downloaded the company’s app and register to get it for free), there was awkward confusion at the breakfast room where they sent me to the reception to deal with it… And finally, I’ve asked for a car service to the airport and I got a small car with a driver texting on his phone the entire trip. It’s a shame but I won’t be back

If you're a hotel customer, you'll have to pay attention to your final bill as they charge you for items you'll never have touched (e.g. minibar). Happened to me in September. They also charged me for breakfast because I took it in the main restaurant and not the lounge as a Titanium member, although they told me they wouldn't do it. I guess it's my fault not to have checked when checking out.

Great location, great service, great security and clean. Definitely will return.

Very bad service at this Hotel. Beware of the hotel charges as well, whatever you book as corporate rate this is not honored at this hotel & daily they charge a different rate. Not sure why they take booking with a rate. Also Hotel service is bad, water issue, some time hot water issue, some time no water in Toilet. I have enough of this hotel & want others to be aware of this

Went on a business trip. This places was great and the staff kind. The only reason that it did not get 5 stars is that at check out they were charging me for stuff from the mini fridge. Coincidentally my coworker was in the room next to me and they charged him for the same thing. The Italian restaurant is great.

The rooms are quiet and comfortable and very clean / the food at Quattro resto is very good. There is a lot of confusion in the breakfast and lunch resto. If your order eggs tomatoes and toast. All will mostly arrive in 3 different service so you eat your meal in different phases / I was there for 10 days. The lobby is very dark even in beautiful days and not a place to hang out and the set up is not comfortable does not have a good vibe. If you need something you have to request multiple times such as masks, if you need a bite of cash the hotel does not want to accommodate and not friendly. The customer service calls to greet and see if your stay is going well and when you bring up issues they don't call back. I will not not be staying there again. Many other hotels have REAL customer service. I requested to speak to hotel manager and did not want to speak to customers. It just shows the focus from the top.

Nice place to meet but currently no restaurant. Staff tried very hard to make an enjoyable dinner. Located in the middle of Santa Fe, many restaurants nearby.

Be Careful. Biggest FRAUD in the Bonvoy family! Do not stay here! Highly not recommend. Be careful the hotel isn’t safe! And this hotel doesn’t comply with the Marriott bonvoy rules. The list is endless: The food the gross. My room key did not work, so I had to go in Swimm wear to reception, get it fixed. Unfortunately they couldn’t get it fixed, so I had to go in swim warst down again. Platinum Elite Gift not offered!

Very nice say for indians also

Very clean and attentive. Will definitely go back.

Best hotel 🛏️

The hotel doesn’t seem to be ready to be open post Covid. No hot water multiple times on our 3 day stay. The restaurant wasn’t clean and the staff was more worried about their tip than getting the food right. 2 stars because “some” of the staff was polite and tried their best. But a handful out of 20. Save your money.

Directly on the webpage I was quoted 80 usd a night but when the bill came it came at 105 a night. Beds too soft. It was loud and they charge for internet and you can’t connect to the tv via streaming services. They need more plugs for electronics. Anyway, I expected more from a Marriott.

Good location in the heart of Santa Fe. The rooms are clean and well maintained. The pool area is fantastic, big wooden deck and jacuzzi.

Very nice hotel. Surprisingly good huevos ranchers and hot chocolate.

I'm a very active business traveller and this is one of the best Marriott's for customer service. They are so helpful, very friendly and I have received the friendliest and most helpful service from concierge helping me arrange complicated food orders I needed for work, the front desk getting us checked in quickly, the bar being warm and attentive, and Quattro restaurant for helping me with catering orders in a welcoming way. Everything is 5 stars on the service end! The hotel is clean and relaxed, and in a great area for foodies. I highly recommend this hotel for anyone who needs extra assistance with anything. Outstanding! Thank you!

a bit old but still pretty good

Amazing stay! Really good atmosphere Comfortable bedroom Delicious food

Remember to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking any resort. This website will compare countless booking websites and typically will have prices a lot cheaper than others! Thank me later! This place is one of the highest rated in the area. I've been coming here for years. If you stay for a few nights you will love it I'm sure! Great staff! Clean room! There was an opened vodka bottle in the desk drawer that the cleaning staff didn't notice. The lightening is poor in the room. Need upgrade electric or power plugs close to the bed for charging. Shower looks old because tile has grout stains. Other parts of the room were very clean!

Make sure to use ʜᴏᴛᴇʟʙoʟʟʏ.ᴄᴏm when booking any room. This web site will compare thousands of hotel sites and normally will have rooms a lot cheaper than others! Thank me later on! This hotel is one of the most well known in the area. I've been coming here for a very long time. If you decide to stay here you definitely won't be let down. Very nice hotel. Surprisingly good huevos ranchers and hot chocolate.

Wow! Beautiful hotel with huge, modern, well appointed suites. Not very far from the Toluca airport. This is a really nice neighborhood too with lots of malls, restaurants and shops nearby.

It is a great value for money! Well located if you are working near by Santa Fe. Several restaurants and shopping mall. It is great for work, I would not stay there for vacation

This is a JW not a Fairfield Inn…poor Wi-Fi unless there’s a modem in your room, no real place to charge you phone unless by coffee area or desk…plus no offer of upgrades regardless of titanium status…poor customer service by mgr as well.( now the guest next to was offered an upgrade…my host be bad.)… no courtesy in the room either…sound like a whiner and then expectation of a JW level Marriott property.

Great Hotel, clean comfortable rooms. Good service. Amazing breakfast buffet. Good location in Santa Fe. Nice Pool.

Experience was just OK. The hotel is next to a shopping mall with some kind of all night bar/noise generator. The blackout curtains wouldn’t close all the way. There is nothing close by. Staff was all great, good attention to detail, helpful. The on-site restaurants and spa are also good. Just nothing to do in the area so only use this one if you have business in the area. Bring earplugs.

Arrived at 11pm, amd then they tell me they moved my reservation to another hotel (AC, definitely not the same quality as Marriott). They didn't even explain why they rebooked me. From a colleague I heard they were doing some renovations or so. Sub-par service. Least they could have done is communicate well in advance and provide some options.

After one night of staying in the hotel, we noticed that the cleaning crew had failed to put a fitted sheet on the two mattresses in our room. Housekeeping had only partially covered part of the mattress of the two beds with a top sheet that was too small for both mattresses. Housekeeping happened to be on our floor at the time, so we inquired about the sheets and lipstick, and the reponse we got was that the people cleaning our room probably didn't want to spend too much time in our room. We requested to have the supervisor of housekeeping come to the room. After some inpection of the room, she profusely apologized and said she would talk to management, and they would contact us. That seems to have not happened. Management never contacted us because - management was too busy. On the day of our checkout, we had spent three nights at the hotel, we found lipstick on the carpet that did not belong to me and realized that the lipstick was there from the previous guest. Once more, I told the front desk about my concern that the room had not been cleaned thoroughly, and again we were promised that management would contact us. No one contacted us. We checked out STILL being told I would receive a call from mangment. When I finally got through with a phone call, after we had checked out, after attempting to get through to the management with more than four phone calls, the assistant manager said he was very sorry and would have the manager of the hotel contact us, which again never happened. At the end we were never contacted, never given any kind of discount, nor an apology from the manager of the hotel. I will never stay at this hotel again.