Casa Maat At JW Marriott Los Cabos Beach Resort & Spa

I’ve had a very disappointing experience with the reservations and management teams over the past five months. I was booked for five nights at JW Marriott Cabo for an important meeting, but a few days before leaving I became very sick with COVID. On the morning of my scheduled departure, I was still extremely ill and tested positive. I was heartbroken to cancel and miss the trip. I contacted the hotel as soon as I got sick to ask what options I had. They said the reservation was under a group rate, so nothing could be done, I’d be treated as a no-show, and there were no alternatives. I reluctantly accepted that, expecting I could at least seek reimbursement for the $4,200 through my credit card’s travel insurance. But the hotel had my Marriott Bonvoy card on file and charged it automatically. They later said they couldn’t move the charge to my business Amex, the card connected to my travel insurance, leaving me unable to make a successful claim. For months I tried to find out if anyone could resolve it, but was passed between departments without clear answers. Weeks after the incident, someone told me I could have submitted a doctor’s note to cancel. Nobody had mentioned that option when I called while sick. I’m now out more than $4,000. I’d genuinely looked forward to Cabo and the property, but this has left me uncomfortable booking there. I’m a dedicated Marriott Bonvoy Platinum member and stay at Marriott properties nearly every month. This was incredibly disappointing and not the service I expect from the brand. I hope they take the feedback seriously. Loyalty should feel valued, especially when someone communicates in good faith about a documented illness.

Alejandro and Enrique made my arrival and check-in smooth and easy. They were welcoming, professional, and attentive, and their warm hospitality set a wonderful tone for my stay. Team members like them make guests feel appreciated and reflect well on the whole hotel. Thank you both for the great service. The hotel is spectacular, and I look forward to returning!

The restaurants we tried were delicious, though a little pricey, and we liked the focus on local ingredients. Our included American breakfast was fresh, tasty, and more than enough. Maybe that was because it was a quieter time, but each day they made it to order, with warm croissants, fruit and granola, eggs however we wanted, and a choice of breakfast meat. We stayed just after Thanksgiving and had a wonderful time from beginning to end. Service was attentive without hovering, and the Elite ambassadors and other staff made us feel well looked after. The room was gorgeous, with high ceilings and a wraparound balcony overlooking the ocean. The grounds had a soothing, minimal-chic look that fit the coastal desert. The cliffs overlooking the beach and pools were beautiful, and there were plenty of soft towels and kind attendants. I highly recommend it for a peaceful, luxurious, comfortable stay in Los Cabos.

As a first-time guest, I found this huge property confusing and had no real orientation. Staff were polite when I approached them, but nobody took the initiative to explain the amenities or help me find my way. For much of the stay, I felt ignored. I paid for a Panoramic View, but the room wasn’t panoramic. The bathroom had an unpleasant, strange smell, and the toilet didn’t flush properly. I also didn’t like the dinner I had at one of the on-site restaurants. For the rates and the JW Marriott name, I expected better service and basic room upkeep. Instead, I felt like a number in a big, confusing building. The room problems and lack of guidance made the value hard to justify. I wouldn’t return and will look elsewhere in Los Cabos.