Overall, an excellent and relaxing visit and trip to the hotel. Service was very good to excellent - especially the concierge staff, and Roman in Housekeeping maintaining our guest room. While once an opulent hotel, it's really showing it's age, especially for a Marriott product. My friend and I stayed for 4 nights in late January, and utilized many of the hotel services including the La Capilla Argentina Steakhouse each morning for breakfast. Service was always friendly but often slow. Arriving about 11am for breakfast one morning resulted in lower quality servings (and this was ala carte). Arriving early, slow service. Opted to dine at the JW Marriott one night, and it failed by comparison to local restaurants. Ordered Room Service late the first evening (after 10pm), and it was mediocre. Though we were politely informed it was available 24 hours a day.
The lobby was stunning, but the ridiculously loud music in the evening steered us away 100% of the time. A piano player would have been perfect. It's no wonder the space was usually empty. We also enjoyed poolside food and drinks. As another reviewer mentioned, Internet access is not even free in the hotel business center - although they did provide us free access to print boarding passes. Speaking of transportation, this put my travel companion and I in a real pickle. The hotel offers an airport shuttle, DIRECT for about $14 each way. But on the hotel website at Marriott.com, if you book transportation, for the same price, you are serviced by a 3rd party shuttle, which stops at multiple hotels! The only way to book the hotel shuttle, is to contact the hotel concierge directly. I cannot comprehend why they sell 2 different services. My friend had to leave for the airport an hour before me because of this situation.
The pool area was welcoming, inviting, and the water fresh and relaxing. We used the spa for a massage (ocean side), which was very nice, but a little pricey for the service level. While the room was overall excellent, the hotel needs updating, for a Marriott. Lots of small touches missing - mold inside the shower was unacceptable for Marriott, even in a tropical climate. Outdoor lighting and speakers by the Hot Tub were old and rusty. Small items like this should be managed better by the ownership. While I would stay at the hotel again, since there was nothing "exceptional" about my visit, on a future visit, I would try another hotel in the area. I do want to emphasize that overall, service was excellent and polite. Our room was serviced and cleaned exceptionally well every day. Areas of excellence included housekeeping, valet/door staff, concierge and pool food servers. All other encounters were as expected. At no point did anyone ask me "how is your stay?". With a few adjustments, I think the overall experience could have been outstanding, versus average / very good. If I could change one thing immediately, I would stop the loud karaoke and replace with something soft and inviting - something to match the beautiful and grand lobby! In summary, it’s a lovely older hotel (probably about 20 years in age), with very good service overall.
If you want an ocean view room, you must book an ocean-side room. An ocean-view here is defined as...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
We really appreciate your feedback. Be sure all your comments have been taken into consideration. We are aware that breakfast is an important part of our guests’ experience at our property, so we are glad to inform that we have implemented new and exciting serving standards to make this restaurant an even better experience for all our guests at all serving times. We have also followed up the comment about the loud music at our Lobby Bar. We will keep it pleasant to all our guests. Regarding airport transportation, we do offer different options to our guests’ to choose from, according to their specific needs.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC