This hotel is absolutely stunning! I stayed last week on business, but would absolutely take her for a social/vacy with my family. The decor is modern and chic - love all the art throughout. The location is walkable, their restaurant is top notch and the service is lovely - you know you're in Texas with an elevated JW Marriott touch.
I'm currently on my last night of a five night stay. I was so looking forward to staying here as the reviews are generally quite favorable and I usually like the JW Marriott brand properties. Unfortunately, my own experience during this stay was not very good. The hotel seems quite busy (long waits for the elevator some days) so they do seem to be getting traffic through the property. My suite was nice...not extraordinary...but comfortable. As far as staff go, most are quite helpful and friendly which is good. Now the problems. I saw very little to discern this property from a standard Sheraton or Marriott. Nothing about it felt like "luxury". It didn't have those extra touches one would expect from a JW. The bar soap in the bathroom is so tiny that only a sliver is left after two showers. It was the size soap you would expect to get at a Motel 6. The Griffin Lounge was a big disappointment. I went the first morning for breakfast and it seemed like a standard Sheraton lounge breakfast offering. Nothing refined or special about it at all. Both the presentation and the quality of the food offerings were severely under par. I never returned after that even though I was entitled to get it free every day as an Ambassador Elite member. I ate breakfast outside of the hotel for the remainder of my stay. Also, after the lousy breakfast on day 1 , I never attended the evening reception so I cannot comment on what that is like. The most glaring problem at this property is that when you call down with a service request, usually no-one answers the phone. You want to have your car brought around? No-one responds. You want to arrange for housekeeping to clean your room? No-one responds. You want laundry picked up? No-one responds. You want to know why your laundry was not delivered as promised? No-one responds. All the above things happened to me. Out of a total of 18-20 calls down with service requests, the phone was actually answered only twice. That is a shockingly poor service fulfillment failure rate. Imagine, when you want to use your car, there is literally no way to get that process started from your room...because no-one answers the phone calls. I am stunned by what a failed process they have for handling calls from the guest rooms. I actually complained to the front desk about this. The guy says the phones are answered by staff behind the scenes. However it is that they manage it, I can tell them their process doesn't work. I get to Houston fairly frequently but I doubt I would return to the JW Marriott Downtown. The combination of the sub-par Griffin lounge coupled with staff inability to answer phone calls, deems this a no-go property for me. Interestingly, this is my second JW stay for me since the pandemic started. Both were big disappointments. Perhaps the JW brand is cutting back on quality and services generally...effectively moving JW properties closer to Sheraton/Marriott standards. Overall, I cannot recommend the JW Marriott Downtown Houston.…
You know when you revisit a place that was superb you have trepidation that it will fail to step up when you return. Well this hotel delivered again. So many hotels have chosen to cut services post pandemic to reap profits lost but here they hold the line and deliver. The staff at all levels deliver service and top level hostelry as it should be. Check in, the spa, valet, room service and executive lounge all delivered as expected. Great to see daily housekeeping, full service lounges. Well done until we return.
Four words: #1 Vendor for our wedding!!! The entire team was professional, respected our time, busy schedules and feedback. Samantha D. and Ivory T. were superstars! The chefs and banquet team were also outstanding! Ivory and Daffney were fabulous with our hotel block. Samantha especially was incredibly helpful and patient even in the last moments of wedding week when we were struggling with late vendors and logistics. She maintained the highest level of professionslism at all times. The reception in Picasso was beautiful, food and cakes phenomenal and service impeccable. They even facilitated our entrance from a horse-drawn carriage as well as our grand exit in busy downtown Houston. Amazing! We cannot appreciate enough the perfect combination of professionalism, friendliness and serious efficiency of the whole team. Bravo to all! We will return!…
Tried calling to ask about my reservations and after being disconnected 4 times and not being able to get anyone on the phone I canceled our reservations and booked our stay at another hotel. After the beating the hotels have gone thru the last couple of years with business travel almost coming to a halt they really need to try to be a little better with customer service.
Tesla shuttle service and very best art museum in basement level of the building. Our rooms weren’t the most spacious but very clean and quiet. Perfectly situated in the Main Street of downtown, there were some homeless lingering outside hotel bar at night so have to be mindful it’s in the center of a big city. About a 10 minute walk to the Baseball stadium and ciry square park.
The JW Marriott never ever disappoints. We stayed at this downtown Houston JW on Main Street this Easter weekend - LOVED IT. Hotel was clean, staff was super friendly and helpful. Our room was roomy and so very quiet. Walking distance to some great bars and restaurants. Highly recommend this hotel.
We really enjoyed our stay at the property. Location was great (rail line right out front), we enjoyed the lounge breakfast and availability for a coffee or other items throughout the day as a Titanium member, service was great with each employee (bar, lounge, front desk, and concierge), and the welcome amenity was great with quite a presentation. This is my families new go-to property when staying downtown.
Excellent property and service. This is what a real Marriott property should be like. Great clean rooms, fast and courteous service; lounge offers great breakfast and evening drinks & appetizers. Room service is fast and great. Overall, they really look after their guests
My husband and I stayed here for 2 nights. I’m here to tell you - after working for Marriott for many years, this property does not fit the chain’s standards. We stayed on a discounted government rate. If I had paid the full price I would have been pretty peeved. Because I believe in leading with positivity I’ll start with the good from our stay: 1. Sunday night the waitress / bartender at Main Kitchen was phenomenal. She was personable, helpful, engaging, and prompt. The bill was hefty but when you get great service, yummy food, wait staff like her, and cool mixology-type drinks…it’s worth it. 2. Valet staff and Bell desk was all awesome! They have a great valet manager as a leader. The car service was a nice amenity as well. The staff outside was personable and seemed to genuinely enjoy helping their guests. One of the women behind the key counter at valet even said “Hi Miss Amelia!” When we got out of the house car. Nice personal touch - things like this are an integral part of the Marriott branded JW experience. Now unfortunately, that is where the good stopped for us. 1. We requested a feather free room due to my husband’s allergies. After the first night, I knew we didn’t receive this. Benefit of the doubt, I went to front desk in the morning and asked. She confirmed a feather free room. I explained we definitely didn’t get foam pillows and she did send 4 foam pillows up. However, when they arrived there were feather pillows mixed in. When I realized, I jogged out to the hall to catch the housekeeper and she was gone. Someone who worked there who happened to be passing did ask if I needed something, I explained and he assisted. The housekeeper came back and said “yes, foam” and I had to explain what she gave us was feather, not foam. 2. The room noise is insane! I don’t know if there was a housekeeping closet, laundry or what near us but every morning about 6 am we were woken up to what sounded like a bathtub being filled with buckets of water. Then emptied. Over and over again for about an hour. This was time away for us and I slept significantly worse than I sleep in my own home with a 5-year old. 3. We went down to breakfast Tuesday morning and I was given moldy fruit with my plate. I pointed it out and it was changed promptly but I still paid full price for the meal, which isn’t cheap. Food needs to be inspected before leaving the kitchen - I mean come on y’all have your ServSafe, surely. 4. Front desk - we showed our military IDs at checkin for the rate we received. We woke up to a note under the door asking us to bring our IDs down in order to keep our rate. We did without complaint, but still this type of stuff shouldn’t be missed at a high end hotel. Checking out we were asked how our stay was, and I didn’t elaborate because I just wanted to get on the road but I said “eh- it was ok I guess” and without hesitation was told “great! Your total is $875” or whatever it was. While I don’t really blame him, check out is a rush for front of house - I still always drilled it into my front of house to care enough to ask if a resounding positive response wasn’t received. With all that said, the property is beautiful and the positives I listed were really top notch & what I would expect from a JW branded Marriott. Unfortunately the rest of our experience just wasn't pleasant. We vacation every year and pay about double what we paid here for a whole week of vacation with an astronomically better experience. I won’t be returning to this property & I sort of wish I would have chosen the Marriott Artisan collection down the road.…