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JW Marriott
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Reviewed 19 February 2021

My husband, daughter, dog and I found ourselves without power and water the morning of Feb 15, 2021. We moved into the JW Marriott that morning as did a number of other guests that found their homes without power and water. Our unexpected “staycation” lasted 5 days.

The ENTIRE hotel staff handled the crisis with grace and professionalism. Every Marriott team member had a smile and greeted each guest with a warm welcome and helped with any request thrown at them all while they left their families and homes to move into the hotel to help with every displaced guest that showed up to the hotel!!!!

The water went out for a few hours on the third day we were there and the kitchen staff worked tirelessly to provide all the guests in the hotel with three HOT and TASTY meals - THANK YOU!!!!

We cannot praise or thank all the JW Marriott team members enough for making an unexpected weather disaster comfortable and even fun!!!

Stephen in food and beverage, Daniel at the front desk, Darlene, Gracia and Yamile in the restaurant and every single other team member that worked around the clock with no time off and giving up your family to take care of us - THANK YOU!!!! You ALL deserve recognition, raises and praise!!!

I am a proud titanium elite member of Marriott and reasons like this one remind me why I continue to be loyal to this brand.

Date of stay: February 2021
Trip type: Travelled with family
Thank Jenniferkanak
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashley Fajardo, Marketing at JW Marriott Houston Downtown, responded to this reviewResponded 20 February 2021

Wow-what an amazing review! We thank you for choosing to stay with us and for taking the time to recognize our team members and their efforts over this incredible time. It was absolutely our pleasure to have you in house with us and look forward to welcoming you back again soon. Hoping that you have a safe and warm home to return to, if not, we're always here.

Be Well,
Jelle Vandenbroucke
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 16 February 2021

Between MULTIPLE flights getting cancelled and barely being able to find food for two days in a row due to the ice storm / freeze. HOWEVER, for two days in a row we have found comfort, kindness, and humbleness at a restaurant called Main Kitchen inside the JW in downtown Houston This establishment has been one of the only places open to the public for two days now, and the employees here have continuously surprised us with their dedication and smiling faces! Some of these kind souls have not even left the hotel since Sunday night and been working on zero sleep! One server in particular, Stephen, has remembered me by first name after seeing tons of people in and out all day (might be a bad thing!), and has never stopped being beyond kind and sweet to us Kindnes truly goes a long way during difficult situations like this and I am beyond grateful for all the staff here!!!❤️

Also, although the situation has created a limited menu, the food has been great.

Date of stay: February 2021
Trip type: Travelled on business
2  Thank GFTP2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashley Fajardo, Marketing at JW Marriott Houston Downtown, responded to this reviewResponded 17 February 2021

Thank you for staying at the JW Marriott Houston Downtown and for your review! Our team are working incredibly hard during these extreme circumstances to take great care of our guests. Your feedback is truly appreciated. Stephen is fantastic and we will make sure that we send your note along to him. We look forward to welcoming you back soon!

Warm Regards,
Jelle Vandenbroucke
General Manager

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Reviewed 28 January 2021

I stay here every time I travel to Houston which is at least three or four times a year. Cecilia has worked in the lounge since the beginning of when I started coming and she is the best lady ever I just love seeing her behind the bar whenever I come in for a business trip she makes my day! She believes in real customer service and I certainly appreciate her!

Date of stay: January 2021
Trip type: Travelled on business
Thank DMacik-1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashley Fajardo, Marketing at JW Marriott Houston Downtown, responded to this reviewResponded 29 January 2021

Thank you for staying at the JW Marriott Houston Downtown and for your review! We look forward to welcoming you back soon.

Warm Regards,
Jelle Vandenbroucke
General Manager

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Reviewed 16 January 2021

Stayed here during transit on a work trip during COVID and Houston was a ghost town. Check in and the lobby atmosphere was fine but unremarkable. Most of the amenities were closed because of the pandemic. Gym was open and it was very nice. I had a standard room which was very luxurious. The décor was beautiful and the design was very modern. Bathroom had a separate area for shower, tub, and toilet and was very spacious. The tub was pretty much a part of the bedroom was it was very large and nice. The bed was also very comfortable. I was overall quite pleased with this stay because of how nice the room was. Did not use any amenities other than the gym or visit any restaurants so I cannot comment on these. Would stay here again while in Houston.

Date of stay: August 2020
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
2  Thank michaelc0459
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashley Fajardo, Marketing at JW Marriott Houston Downtown, responded to this reviewResponded 29 January 2021

Thank you for staying at the JW Marriott Houston Downtown and for your review! We look forward to welcoming you back soon.

Warm Regards,
Jelle Vandenbroucke
General Manager

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Reviewed 10 January 2021 via mobile

This is an excellent hotel in downtown Houston! It exceeded all expectations.
From the arrival to departure our stay was amazing! This is a very clean spotless hotel. The Staff was kind, polite.
Thank you Tiffany G. for your assistance when we arrived. Thank you Melina P. For making the best capuchinos at the 806 restaurant, We appreciate Steven for making all our requests happen. Jesus, Angel and the manager Tim Puig who was cordial and helpful. We appreciate you all for a fantastic stay at JW Marriot downtown Houston! The room, food, service even valet staff were amazing!

Date of stay: January 2021
Thank juliapK4241RU
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Ashley Fajardo, Marketing at JW Marriott Houston Downtown, responded to this reviewResponded 11 January 2021

JuliapK4241RU,

Thank you for the amazing review above and for mentioning our associates by name so we can appropriately celebrate their efforts. We are thrilled to hear that you enjoyed your stay! We have shared your review internally so everyone is able to see how their efforts directly impact our guests experiences. We look forward to welcoming you back to the hotel soon!

Be Well,

Jelle Vandenbroucke
General Manager

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