Late night dinner… thank you!
Reviewed 8 July, 2021
Reynaldo was awesome. Great dinner after a late arrival from Europe. Made to feel very welcome and food was excellent! Thank you. We will be return during our stay as there were many more options on the menu that we would be delighted to try next time.
IMPRESSIVE HOTEL, AMAZNG LOCATION AND OUTSTANDING SERVICE
Reviewed 18 June, 2021
My wife and I stayed at this beautiful hotel for 2 weeks in May. We are well travelled and have resided at many upscale hotels over the years..now this place is a gem!
To begin with the location is very safe and central, with great restaurant choices and shopping in walking distance. Security can be seen everywhere, which was comforting as we explored the surrounding area.
Upon check in we received a suite upgrade which really made our stay! 2 bathrooms, walk in closet, living room in a master corner suite made work and relaxation possible. The staff is polite and helpful, everyone speaks english and working hard. Needless to say this is a top notch hotel and this is clearly visable everywhere you look. Room service is quick, food choices are plenty and of very good quality. Restaurant and bar are excellent, the overall atmosphere in the entire hotel is upscale, tranquil and relaxing. A beautiful infinity pool with poolside service does add a relaxing, caribbean touch.
Alejandro, the hotel manager, truly did a fantastic job on having literally everything nailed down to the T. I am aware that people for some reason always find something to complain but this is a little piece of heaven in the buzzling city of Santo Domingo. I can only recommend this beautiful place to anyone - you won't be disappointed!
The best JW Marriott in the world and the best hotel in Santo Domingo
Reviewed 11 May, 2021
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!!
Amazing Breakfast; Exceptional Personalized Service from Ms.Belkis
Reviewed 8 May, 2021
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!
Seriously Flawed Customer Service at Reception
Reviewed 10 April, 2021
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.