Ratings based on 862 Verified Reviews

4.4 out of 5
89% of guests recommend
4.6 Room cleanliness
4.5 Service & staff
4.4 Room comfort
4.4 Hotel condition
Expedia Verified Reviews
5 out of 5
Recommended
for Everyone
by A verified traveler from New York

JW Marriott Houston - a fantastic hotel

Posted Oct 25, 2017
This review is long overdue. My wife and I stayed here in May during a trip to various Texan cities, and our 5 nights at the Marriot were unquestionably the highlight. Not only is this a beautiful hotel in a great location by the Houston Galleria, it has the distinction of being - by a mile - the friendliest 'chain' hotel I have ever visited. I've stayed all over America in expensive hotels, receiving varying standards of treatment, and tended to leave feeling that I was just one of many thousands of visitors who would pass through their doors that year. The significant difference here in Houston was that without exception the staff were not just pleasant and helpful but also extremely friendly - nothing was too much trouble, and within a day of arriving I had that rare experience in the service industry of actually feeling like I was connecting with a human being and not just blandly interacting. I guess a ton of credit must go to the management team, who have not only made paramount the selection of quality people to staff their hotel, but also created an ethos of warmth and amiability. Having seen a lot of Texas over those few weeks, I was surprised to realize that I had enjoyed Houston the most by far - and the reason is this hotel. I can only hope that these standards continue, and am looking forward to visiting again next year.
4 out of 5
Recommended
for Everyone
by A verified traveler

Close to big shopping mall

Posted Oct 23, 2017
Pros: The room was roomy and comfortable
Cons: I have stay at several JW's, there has always being bath robes, slippers and shower caps, there were none in my room.
Location: Great location for a shopping spree, lots of fine dining.
Everything was very good, except the fact that the room did not have bath robes and slippers, which I was expecting at a JW hotel
5 out of 5
Recommended
for Everyone
by A verified traveler

Staff was so amazing!!!

Posted Oct 15, 2017
Chris, front desk manager let me check in early. Morning breakfast hostess/ servers were lovely! Valet speedy & friendly. Rooms beautiful and clean. Everything you need is within walking distance. I love this hotel but mainly because of their amazing staff. Only thing to be aware of is the walls are thin. Other than that I couldn't recommend a better hotel in Houston.
5 out of 5
by A verified traveler

High Standards Consistently Met

Posted Sep 27, 2017
High end hotel geared toward business travelers; great location; understated elegance and quality.
5 out of 5
Recommended
for Everyone
by A verified traveler from LA,CA

Clean clean clean

Posted Sep 25, 2017
Loved the stay in a clean and friendly staff Clean clean clean clean
1 out of 5
by A verified traveler from Elmira, NY

Sorry, not sorry

Posted Sep 21, 2017
Overpriced. The room service food was cold, poorly seasoned. The shower wasn't functioning. When I let the front desk know (as well as contacting them through expedia), their response was "oh, contact us again". That can do better than that.
Comment from Hotel Management
Sep 25, 2017 by brenda, Hotel Management
As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept my sincere apology for noise issues you experienced during your stay. There is nothing worst than cold food. I will be sharing your comments with the appropriate members of my team to ensure action steps are taking to correct moving forward. Upholding our commitment to provide a memorable experience with exceptional service, I hope to have an opportunity to better your experience with us whenever your travels bring you back to Houston.
3 out of 5
by A verified traveler from Canada

Houston Getaway

Posted Aug 23, 2017
Pros: The rooms were very clean and the bathroom was very luxurious. Extreme plus for me as I am very picky. The gym was well equipped and very clean.
Cons: The big downside. The pool and lobby. The pool looked like a tired afterthought and the lobby lacked character.
Location: Excellent location, across the street from Galleria, literally and beautiful nearby shops and restaurants.
Spent 4 days at the JW Marriott as part of our tour of Texas. The rooms were lovely very clean with beautiful bathrooms and the gym was clean to the point of sparkling. My husband and I love to work out and swim in the am before we start our day which was great. What really shocked us however was the pool and patio area. The pool appeared to be a tired afterthought. You walk out of the beautiful gym to find no umbrellas on tables, poles where something might have been?? to an old deck area. Not inviting at all. Our room looked over the pool and I saw families trying to enjoy the space but sadly it was lackluster at best. Not clean, not inviting. For the first time ever we actually thought should we change hotels?? Especially after our first night when after a day of touring we had to call and ask if our room could be made up. I should also mention there was a star bucks in the lobby and though only open till 1PM. The girls working the spot were phenomenal. Super friendly and outgoing. Really the best customer service we received.
Comment from Hotel Management
Aug 25, 2017 by BCarley, Hotel Management
Thank you for taking the time to comment on your recent stay at the JW Marriott Houston. As we pride ourselves on delivering a memorable hotel experience during your travels, we have unfortunately fallen short of our goal during your recent stay. Please accept our sincere apology. We have shared your feedback with the appropriate hotel team.
4 out of 5
by Joshua

Posted Aug 14, 2017 on Hotels
Comment from Hotel Management
Aug 18, 2017
Thank you for sharing your experience at the JW Marriott Houston. As a valued customer, we appreciate your feedback and are delighted to hear that you had a great stay. With a spirit to serve, we take great pride in not only meeting, but exceeding your expectations. Your feedback is integral to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!
5 out of 5
by Kim

Posted Aug 7, 2017 on Hotels
Comment from Hotel Management
Aug 11, 2017
Thank you for sharing your experience at the JW Marriott Houston. As a valued customer, we appreciate your feedback and are delighted to hear that you had a great stay. With a spirit to serve, we take great pride in not only meeting, but exceeding your expectations. Your feedback is integral to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!
5 out of 5
by nerardo

Definitely a plus

Posted Aug 7, 2017 on Hotels
Had an amazing time. Beautiful property. The shuttle service to the galleria spot on.
Comment from Hotel Management
Aug 11, 2017
Thank you for sharing your experience at the JW Marriott Houston. As a valued customer, we appreciate your feedback and are delighted to hear that you had a great stay. With a spirit to serve, we take great pride in not only meeting, but exceeding your expectations. Your feedback is integral to our ability to continue to improve our service. Thank you again for your time and come visit us again soon!