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I visited the Mokara spa again for the first time in years and it did not disappoint. I relaxed in the jacuzzi, and used the walk in rainfall shower before receiving an 80 min massage. I loved it! I specified what I wanted out of my spa visit on the form I filled out and I got exactly that- an acupressure, stress relieving restful massage experience. I believe my masseuse’s name was Dan and he had a gentle yet firm touch. He was quite skilled with acupressure points and provided great customer service. I had a wonderful experience. After my massage I enjoyed time in the relaxation area (my favorite spot), lying on a private couch sipping my champagne and listening to music in my headphones. Next time I may take a dip in the beautiful outdoor pool. A few growth areas for the spa were: scrub the bathroom floor tiles in the corners and floor boards, replace the rusted Kleenex tissue box on the sink in the bathroom and remind all technicians to keep their nails cut very low. Other than those small things my spa experience was excellent.

Absolutely lives up to their five star review. From start to finish this hotel covers everything to make sure you have the most wonderful experience! From check in to checkout everything was perfect. I loved my room, the pool was just the perfect scenario for a restful week with my kids. Abby at the pool was so attentive and attended to our needs and made us so comfortable and welcomed.The food choices and service were the icing on the cake. Even the valet staff and front end manager were so attentive! I can’t wait to stay here again!

Hotel location in the city center, not much to eat on weekends. And there's nothing to visit downtown Houston. There is no good green space. Fortunately, it's still close to the museum area.

Good good good good good

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,

The bathroom was kind of “grubby” and the mattress and pillows were so uncomfortable that we contemplated leaving during the night and finding somewhere else

Amazing service, although i only met Ricardo Martinez at the end of my stay as i was on the way to the airport to leave, i can confidently say it was the seal as one of my most memorable trips. His kindness made the ride to the airport always one to remember. Thank you Ricardo.

I travel around the country a grade hotels because I’m in and out often. From the Four Seasons Ritz Carlton Marriott Marquis W hotels Westin, Sheraton‘s etc. but I was greeted and made to feel like I was a VIP when I arrived on Site. I was welcomed by Miss J and miss Jerri and the young man Jay. They went over and above to assure me And my Brother and family that we were the guest of honor in the hotel. The Front office staff names escape me at the moment, the were attentive to our every need punctual and extremely kind. The GM must Be Very Proud to have staff like this. The final line I want to pen is the restaurant the staff was more than kind all four days. Thank You So Much For A Great Stay. I would recommend this hotel again again and again. Thank You. Shep DLW

I have travelled a lot. Mo is by far the best front staff I have ever encountered. Friendly always. Always asking if there is anything we need. Had a baby with me and she would always come up to us and ask how we were doing. Marriott— do whatever it takes to keep her. The staff and hotel make it feel like you are home even though you are not. We will 100% stay there again.