JW Marriott Hotel Mexico City Santa Fe

The rooms are nicely appointed and have a good range of toiletries in case you’ve forgotten something. There isn’t a sundries shop, but there’s a small mall across the street. Staff were very friendly and quick to greet me in the lobby. It’s right in the heart of Santa Fe, although getting here from the airport takes over an hour. I couldn’t get through to room service. The phone number was busy every time I called, so I went to the restaurant on the main floor instead.

What a shame, since this is my first negative Marriott experience after dozens of stays in Mexico and abroad. They charged us in MXN instead of USD, then used their own exchange rate, which added US$50 per night even though the booking confirmation on their own website said all fees and charges were included. They also wanted to charge half a day’s rate for checking in at 1:00 p.m. instead of 3:00 p.m., even though I understand early check-in has always been free when available. When we tried to discuss the charges, the staff came across as entitled and grossly incompetent, as if they’d been told to stick to a script. Go to Westin or somewhere else.

The hotel is clean and well kept, and the staff were courteous, with a few people speaking English. But it sits in a tricky spot, and you have to loop around to reach the front entrance. This location makes sense if you’re shopping at the malls. Plaza Mall is huge, the biggest I’ve ever seen, and it’s easy to get lost there. There’s also a smaller mall nearby with a McDonald’s, other fast food, and some nice-looking sit-down places upstairs. For sightseeing around Mexico City, though, you’d be much better off near downtown or the airport. The hotel is nearly an hour from the airport by Uber, around 500-600 pesos, or about $25-30 USD, and it’s far from the stadium and main sights. My room was average-sized and clean, with a large shower, though it smelled musty and mildewy. Amenities were nice, and the gym had fresh water and great views. On the seventh floor, there’s a raised bump in the hallway that could trip you up and should be fixed. Watch the exchange rate if you pay in USD: the hotel offers 22 pesos per dollar, well below the actual rate, which was around 51 pesos per dollar at the time. Exchange pesos ahead of time and pay in pesos for a better deal. Breakfast is about $18 USD per person, and spa treatments are very expensive. A couples massage was nearly $200 per person, far above typical Mexico prices. Service was solid, but the location, extra costs, and value for money make it less appealing for most travelers. I probably wouldn’t stay again unless my trip was focused on those nearby malls.

The hotel is well maintained and the service was excellent. There’s a mall and other restaurants close by. The only drawback was that the shower handle felt a bit dated.