JW Marriott Hotel Monterrey Valle

Best of the best.

DO NOT book this hotel !!!! Let me tell you why.. I have stayed there before and the hotel is beautiful and well located, but that’s about it. It’s extremely expensive for what you’re going to get. A few months ago I stayed there, paid a fortune only to discover the room was as FILTHY as they come. When we entered the room it didn’t feel clean, there were bottles of cleaning products in the bathroom and they didn’t even change the sheets! I rarely check for the bed but I could tell there was something wrong, so I removed the cover and discovered TONS of black hair all over. DISGUSTING. We also discovered shattered glass in the floor around the coffee table. I complained and they gave us another room, so I decided to give them another chance. I booked again in May through *********** but had to cancel before the trip (with no penalty). Well, the hotel DID CHARGE my card, and when I called them, they said it was a mistake due to the their system and that they were going to process a refund.. BUT it has been 1 MONTH and still NO REFUND! Every time I contact them they will say “they are processing it “. In the meantime, I had to pay more then $8,000 to the credit card issuer and place a claim with them to see if they can make the hotel refund the amount. SO, DO YOURSELF A FAVOR AND DO NOT BOOK HERE!! If you’re going to Monterrey stay at the Westin, Safi , Aqua or Camino Real. Not as expensive, well located and with so much better customer service.

Very much enjoyed our two night stay at the JWM Monterrey. Well located near restaurants and shops but unfortunately vehicles were prioritized over pedestrians at these establishments. Be careful when walking. That said the property is the nicest JW I’ve ever visited. The upgrade to the junior suite with a certificate was a wise move. The room featured 1.5 bathrooms and a very large footprint. Even though it was an odd numbered room on the second floor, we had no issues with outside noise. The enormous breakfast buffet is included for Bonvoy Platinum Elite and higher guests. It’s not to be missed. We also had the pool and fitness center to ourselves on a Monday afternoon. Only drawback was the executive lounge. It’s a beautiful and large space. The evening service fell far short of expectations set by JW properties in CDMX and Guadalajara. Food was presented at 6:30 PM but was not refreshed throughout the evening. No bartender was present and the lone staff member did not offer any cocktails or wine. The self service wine dispenser was empty. Around 7 PM the staff member disappeared. Gave up on the lounge after that.

The hotel is nice and in a very good location, rooms are clean and with good amenities. The problem I found was, my rate included breakfast and when I came down on 05/14 at 0730 the "hostess" could not sit me on a table because it was only myself, I should point out that the restaurant was probably 30 to 40% occupied, I asked for a manger and was told there is no manager at that time in the morning, Jesus from the front desk was very polite and went to inquire, long story short. I walked outside for breakfast at a restaurant nearby. Moral of the story is you have better choices in Monterrey.