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Reviewed September 12, 2017

This hotel was grand upon arrival. Huge lobby, beautiful flowers, large pool with waterfalls...so we were disappointed upon check in when the previous guest was unable to check out and we were shuttled down the road to the Holiday Inn. A family of 5, our last night in South America. Very disappointing. With such a large hotel, I find it so hard to believe they could not accommodate us. They comped us a free meal at the restaurant. So we show back up, look through the menu, get excited to order, to only then be told that free meals are a limited menu. So about 70% of the menu was scratched off and we had to order that way. Ridiculous, if you are going to comp a meal, comp a meal, or provide a dollar amount and let us order what we want. I was the only one in the family with a 2nd night so I did get to check into the hotel the next night and they upgraded me to a suite, and club level and made that night special. But between being denied our reservation the first night, and the confusion over the comped meal, it just wasn't enough. Seems like a really great hotel, it's just too bad we got the raw end of the deal. Not sure I can trust a reservation again!

  • Stayed: October 2016, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
4  Thank Caroline F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ximena A, Director of Rooms Operations at JW Marriott Hotel Quito, responded to this reviewResponded September 14, 2017

Dear Guest,
Your feedback is very appreciated, as it is a great opportunity for us to improve our service and procedures. Thank you for sharing your experience with us, we are investigating the case in order to find out the cause of the issue.
By the other hand, I’m so glad you had the opportunity to stay your last night at our hotel, and that we could make it special for you.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed September 11, 2017

We stayed here for two nights prior to a Galapagos cruise and found everything to be just perfect. I'm a Gold Marriott member and got upgraded to a room with a huge balcony. Very comfortable, as you'd expect from a JW Marriott. Modern room with comfortable beds and a good shower. The concierge lounge was one of the best with a huge spread of appetizers and desserts. You could actually make this your dinner if you wanted. However, there are some good restaurants as well. We had both dinners at the Bar area - they make a really awesome cheese/potato soup that's a specialty of Equador. There's also a full service restaurant but they had no vegetarian options for me except for salads. We are not early birds, so didn't make it for breakfast.

The hotel is in a decent area - there are some bars and restaurants within a quick walk. Everything felt very safe. It's a bit of a ways from the historic area. We arranged a private day tour through the hotel that took us to the main sights of the city at a very reasonable price.

The hotel has a nice pool area, including hot tub. There was a bar but it wasn't open (perhaps it's only open in high season).

There are a few language issues, but nothing major. You can always find someone to help.

Overall, great stay - I'd stay again if my travels bring me to Quito.

  • Stayed: August 2017, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
3  Thank Sunny77777
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belen U, Marketing Senior Supervisor at JW Marriott Hotel Quito, responded to this reviewResponded September 18, 2017

Dear Sunny77777,

Thank you for being a loyal Marriott Rewards member and for choosing to stay with us during your visit to Quito. We are happy to know you liked our Terrace Room, it is beautiful and the view of the city is stunning.
As you mention, our Executive Lounge has everything you need to fulfill your expectations. You have a complete breakfast and snacks for lunch and dinner, plus a unique view of the city.
We appreciate your comments on our facilities and we have taken these into account about our pool bar.

We sincerely wish you can visit us again soon.

Thank you for your preference,

Maria Belen Ubidia
Marketing Senior Supervisor
JW Marriott Quito

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Reviewed September 10, 2017

This is by far one of my favorite Marriott hotels I've stayed at! The customer service is absolutely great! The rooms were very modern, clean and spacious and the executive lounge at the hotel was great as well. The food was so good we didn't even want to go outside to find a restaurant. Def would come back here!

  • Stayed: August 2017, travelled with friends
    • Value
    • Sleep Quality
    • Service
1  Thank Justyna K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belen U, Marketing Senior Supervisor at JW Marriott Hotel Quito, responded to this reviewResponded September 18, 2017

Dear Justyna K,

We are happy to know we are among your favorite JW Marriott hotels and that our customer service exceeded your expectations. We renovated our rooms just one year ago and we took all of our guest’s concerns in account in order to create a room that fits your needs and wants. It is great that you visited our Executive Lounge and made the most out of all the benefits it offers.

We hope you can visit us again soon, we have also delicious restaurants we’re sure you’ll like.

Kind regards,

Maria Belen Ubidia
Marketing Senior Supervisor
JW Marriott Quito

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Reviewed September 10, 2017

We enjoyed our stay at the hotel. The front desk staff was professional and helpful. The rooms were nicely appointed, with comfortable beds, reasonable lighting, and adequate outlets. Our breakfast was included. The food was good although the room can get very packed with somewhat marginal service due to the volume. The staff was always pleasant. There are several good restaurants within walking distance.

  • Stayed: July 2017, travelled as a couple
    • Location
    • Cleanliness
    • Service
1  Thank Cynthia P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belen U, Marketing Senior Supervisor at JW Marriott Hotel Quito, responded to this reviewResponded September 18, 2017

Dear Cynthia P,

Thank you for choosing us during your visit to Quito, we hope you enjoyed our beautiful city. Our rooms were recently renovated and that is why we have beautiful facilities and décor. We are glad you tried our breakfast buffet, did you like the smoothies and omelets? You can create your favorite drink and recipe, respectively.

We have many restaurants in our hotel where you can try various food and delicious local recipes.

It would be wonderful if you could visit us again soon.

All the best,

Maria Belen Ubidia
Marketing Senior Supervisor
JW Marriott Quito

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Reviewed September 7, 2017 via mobile

I was heading to the Galápagos Islands for a cruise and the booking included a 2 night stay before the cruise at the JW Marriott in Quito.
The hotel is about 45 minutes from the airport sitting in a large plot of land with a connecting shopping center.
We had access to the Executive Lounge which provided a good selection of breakfast items and evening hors d'oeuvres.
The room was spacious and functional.
The hotel is among the best Quito has to offer.

Stayed: September 2017, travelled with friends
Thank msprenger001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Belen U, Marketing Senior Supervisor at JW Marriott Hotel Quito, responded to this reviewResponded September 15, 2017

Dear msprenger001,

We hope your trip to the Galapagos was amazing! The islands are the real paradise. Thank you for staying with us prior to your adventure, we are happy that you liked our executive floor, renovated rooms, and delicious food.

It would be great to welcome you back soon!

Kind regards,

Maria Belen Ubidia
Marketing Senior Supervisor
JW Marriott Quito

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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