Great service, great room, great location, excellent breakfast, excellent food. I have stayed in various JWs in the world, including some in the US (Miami for example), and this us the best I have stayed in. I think that it is the best JW in the world, and, in fact, it is!!
Incredible hotel in the heart of Santo Domingo! Exceptional suites and amazing dining options. Make sure you stop in for breakfast and ask for Ms. Belkis! She was fantastic! Very friendly, knowledgeable, and recommended some delicious menu options. She even made me the perfect lemon and honey tea for my throat. Thanks Ms. Belkis!
I just got back from spending about a week in Santo Domingo and reserved one night at the JW Marriott as it has such high reviews--however, based on my unpleasant experience at the front desk I can't say it would be a hotel I'd likely go back to although there are some very good strengths related to this hotel that I'll explain. First, the good: the hotel is indeed a luxury hotel as it says it is, has some very pleasant staff members in the restaurant and bar (Leslie at Winston's restaurant for dinner was so wonderfully kind and sweet!!) The rooms are generous sized, good quality towels, and a nice separate bathtub. Location is also good and is attached to the "BlueMall" which is nice. So why only three stars? Unfortunately, this experience was seriously marred by the customer service model/service recovery training that the front desk staff have--as evidenced by the "front desk supervisor" Rafael. The room that I was originally assigned to #1620, clearly had defective air conditioning--it was 82 Fahrenheit when I when checked in and then after I tried putting it down to 64 degrees, after over 2 hours it had only gone down 3 degrees to 79--and that was likely just because the sun was no longer directly hitting the windows. Since having a very cool room is essential to me (maybe one of the most important things to me) and given the fact I had paid a pretty high amount for this room I went directly to the front desk and said that I would like a new room. I did not want to mess around with this room, etc--it clearly did not have functioning air conditioning. I spoke with Rafael who after listening to what I had to say told me he could only send up a maintenance technician to "verify" that it wasn't working--and apparently try to fix it. When I said no, I wanted a different room instead of that hassle, he told me then that their was only "limited options" and I'd have to wait several hours at least in order to give me a new room as they'd have to clean one. Unfortunately, this is where the problem is--he was clearly lying and that must be part of the hotel's training in such circumstances--because as I pointed out to him the hotel was STILL SELLING rooms both on the marriott.com website but also third party websites like Expedia and Orbitz--obviously there are rooms still available--they just didn't want to give me a different one and would rather inconvenience a paying customer than potentially lose money on selling a room at around 5:30 p.m. I had to become more verbally insistent and basically demanded to see his manager--which he clearly didn't want to call for--and then finally he relented and "Magically" apparently a room was found--room #1517. He did not very graciously give me the room just basically gave in to my request after I pointed out--not very pleasantly, I'll admit--that they were still selling rooms online and so clearly the whole "you'll have to wait a few hours for us to get another room ready for you" was just an excuse at best and a lie at worst. Due to this experience--which is probably how they are trained to handle customer dissatisfaction with a room I have to imagine that this is part of the core protocol--don't offer a guest a new room, try to stall, etc. If this wasn't such a highly ranked, very expensive hotel, I might have better understood--but given that this is ranked as #2 in the entire city and is a five star hotel belonging to the JW Marriott chain one would expect a lot better. So, sadly, I'd say while this is a decent hotel to have dinner or especially to have drinks outside on the suspended deck, it's definitely not a hotel I'd recommend for an overnight. Instead, for a better experience and in a similarly luxurious atmosphere try the InterContinental Real Santo Domingo--only two blocks away and often times slightly less expensive.…
I recently stayed at this hotel and must say that the service was outstanding. The morning breakfast crew was excellent as were the night staff. However I highly recommend that they fix the pool’s cold water issue. You could not enjoy the view or the beauty of the infinity pool because the water was extremely cold despite the hot weather. This has been in existence since my prior travels dating back to 2019; they need to install a hot water heater so that the hotel guests can truly enjoy their stay at this magnificent hotel!!
I stayed at the Marriott for 2 days and I loved both the location and amenities offered particularly the food. They had covid protocols in place, hand sanitizers in most frequently used public spaces and required the use of masks at all times. The hotel restaurant had lovely meals including late night room service. I appreciated the late restaurant service considering the town closes at 7pm due to COVID. The cons for me were location of the pool (no privacy from visitors/ non-staying guests to the restaurant or bar), the gym had limited options.