Casa Maat at JW Marriott Los Cabos Beach Resort & Spa — Hotel in Baja California Sur

We just enjoyed spending 10 days at Casa Maat during our wedding festivities. The property is stunning, and the views are unbeatable, especially during whale season when they breach and play offshore. Service is fabulous, as are the delicious cocktails served at dinner (we frequently had fresh strawberry and passionfruit margaritas) and the rotating menu. Our favorites were the bao buns served on Monday evening's Asian-inspired menu and street tacos served on Sunday evenings, but all the meals we ate were wonderful. A special shoutout to Francisco, one of our wonderful butlers, and Eduardo, who never failed to say hello, asked us if we needed anything at all, and made us feel like old friends. While the service was generally wonderful, those two made our stay truly one-of-a-kind. They are exceptional people who really make Casa Maat shine.

This being said, our initial contact with management was overall not very warm or personable. Despite this being a stay for our wedding and bringing many people to the JW/Casa Maat properties, we were not made to feel particularly special (e.g. no note, flowers, unique welcome touches of any kind, let alone something like a complimentary upgrade for our wedding night or anything like that). It's very much a you-get-what-you-pay-for-and-nothing-else vibe. This is ok, just know this if you book for a special occasion hoping for a little extra magic!

We paid to upgrade the second half of our stay to an Umey suite since our room was on the first floor with a balcony that makes direct eye contact with the lounge's outdoor dining area and was very tight for a gathering space (2 people fit great, anything beyond that will be very cozy). We upgraded mainly for the getting-ready portion of our wedding, so privacy and a photogenic space were important to us. Upon moving to the Umey suite, we were disappointed in the corroded windows/balcony glass and the room's lack of privacy as it was (once again) on the first floor and about 3 meters away from the busy pool/hot tub. When we went to the desk to see if anything could be done to help us, we were told flatly that there was nothing they could do to move or assist us. They said the only option was their open presidential suite, but that substantial payment on top of our already-upgraded rate would be required (i.e. an additional $3,000 per night). Overall, the lack of warmth, understanding, or any sort of effort to problem-solve or make our stay memorable by management was disappointing. We even asked if there were other rooms at the JW with good light and privacy, willing to forego the perks of Casa Maat to have these things. This wasn't possible either. While we certainly weren't entitled to anything, we hoped for at least a kinder attitude which truly costs nothing. We did not feel any of the extraordinary hospitality Casa Maat is known for in how this situation was handled.

In the end, our stay was unforgettable. It was made special by the staff and some truly wonderful people looking out for us. While on-site management was surely just doing their job, a more empathetic tone and small gestures in the beginning would have started us off on a much better foot. When we brought our concerns to the table, any attempt at finding a resolution would have been appreciated. Despite this mid-stay issue, we do hope to return someday.

Professional photos by Anna Gomes...

Would love a member of loss prevention to reach out. We used Marriott points for a one night stay. There was a $32 cash upgrade for an ocean view (which wasn't clear when we booked on the app). We were at the hotel next door and wanted to review the property for a possible future stay. This was a last minute booking and we were called by the hotel and told we could arrive early but that the room may not be ready. Here's what went wrong. We had a pool view - 2nd floor. Not an ocean view. The room faced the pool. The room was worn. Furniture worn. There were cobwebs on the table legs of the coffee table. There were water/wine stain rings on every flat surface. The toilet/shower combo area smelled poorly (they're divided by a glass wall). The images shown of CASA MAAT do not reflect the soft product found in the room. If you're showing luxury slippers, then provide luxury slippers. Bed was not comfortable. Pool sounds were loud. Butler did not confirm text thread for 4+ hours, additional blanket was not delivered to room, turn down service did not occur. The beach is terribly hard to access with stairs that would frighten most people. The set close to Casa Maat were completely torn down. My mistake was assuming this was adults only - it is NOT. There happened to be multiple families there with several children each - running around, not really monitored and also not being fed as the complimentary lounge food seemed understaffed and a bit overwhelmed. Complimentary drinks were served in beat up plastic wear that couldn't pass for clean. When we found out the pool would not close until 10pm we knew there would be continued noise in our room. I believe we checked in around 1:30 and left at 8:30pm. We could not find a desk agent at the Casa Maat and ended up talking to an empathetic employee who apologized for the children and the expectation adding to the anxiety of the visit. Absolutely so glad we were not stuck there for an extended period of time. Check-in was smooth and seamless and Luis was helpful and friendly. After that everything sort of spun out of control. Would like to get our points back. Overall surprised we were placed in a room like this considering the upgrade charged for ocean view and our status as Marriott Members. The staff is not at fault in this stay - as the ones we encountered were friendly and aimed to please. Not having access to our butler and the state of the room soft products and cleanliness/view - all issues not worthy of the...

I travel to Cabo often on business (flight crew). I recently left a review that the JW Los Cabos is the best run Marriott in the network… And I still believe that.

BUT… If you want to visit Cabo and feel like a welcomed guest at a family hacienda in Mexico, I can’t begin to say enough wonderful things about CASA MAAT at JW Marriott Los Cabos. I’m totally in love with this concept. The people, the people, the people are incredibly warm and welcoming. Every team member knew my name and made me feel so welcome at every opportunity. I don’t recall ever being this relaxed and comfortable in any resort. The small, open concept of the property works very well. It doesn’t feel like staying at a hotel, it’s like going to the kitchen late at night and sharing a warm conversation with a house guest.

I love the all-inclusive kitchen concept, this beats having to politely resist all of the gentle upsells. With the open kitchen concept, I could eat whatever I wanted and never had to contemplate what the accounting department might think of my dinner choice, this was very comforting. My only wish is that the kitchen offered more red meat and fish.

Did I mention the people??? As much as I want to thank specific people for making this such an amazing work trip, I JUST CAN’T, because every single person was truly amazing at every given opportunity. I changed my mind... Everywhere I went, I always bumped into Jesus Infante. I recommend that you study the habits and workflow of Jesus Infante and create a new position of guest liaison or something. Jesus was always everywhere and always checking to see if he could personally complete any task to make the trip more enjoyable. If you told me that Jesus had an identical twin brother (or two, or three or four) I would believe you, he is that effective of a team member.

To the ENTIRE team at Casa Maat, from the bottom of my heart, I can’t begin to thank you enough for making me feel like such a welcome guest in your hacienda. Congratulations to Casa Maat for becoming my NEW FAVAROITE HOME AWAY FROM HOME!

Note for the management team – Your staff made me feel more welcome and appreciated than any other world class properties including an Author’s sweet with butler at the Mandarin Oriental in Bangkok, The Shangri-La… and all the other fancy pomp and circumstance resorts that you can name.

Marriott Titanium Guest /...