JW Marriott Hotel Monterrey Valle — Hotel in Nuevo León

I had the chance to stay at the JW Marriott Monterrey Valle during the last week of July 2025. I booked a standard room for four people, and thanks to my dad’s Marriott membership status, we had access to the executive lounge. The hotel’s architecture is stunning, and the interior design is refined and elegant, with warm, indirect lighting that gives the entire space a premium and welcoming feel. The unlimited food and drinks in the lounge were definitely a nice bonus—although it’s more of a snack bar than a full meal service, the quality was still great.

Unfortunately, my overall experience was overshadowed by how I was treated in the common areas, especially on the terrace and around the pool.

One evening around 7 PM, I was sitting out on the terrace with a friend who lives in Monterrey. I’m from another city and don’t get to see her often, so I was really just trying to enjoy some time together. We were sitting in a spacious area with lots of chairs and small lounge setups. The seats we chose didn’t have any cushions, and oddly, I noticed they never put any out during the day—despite the weather being perfectly fine.

While we were sitting there, a staff member came up and asked me to show my guest card—right in front of my friend, just as I was trying to impress her with the fact that I had access to this space thanks to my dad. It felt awkward and embarrassing, like I was being singled out. I’m 20, but I do look younger—maybe 18 or 19—so it felt like they were questioning whether I actually belonged there. Up until that moment, I hadn’t felt uncomfortable, but that made me feel like an outsider, like I didn’t really have the right to be enjoying the space we paid for.

Later that week, on a Saturday around 8:30 PM, we were chatting quietly under a palapa near the pool when we were asked to leave because there was supposedly an event happening in that area. I totally understand closing the pool area at certain hours for safety or event setup, but we weren’t swimming or causing any sort of disturbance. We were just sitting there, enjoying the atmosphere. The terrace is big enough for everyone to have their space without getting in the way of anything, and the event setup wasn’t even close to where we were sitting. I couldn’t understand why they insisted so much that we leave.

Then on Sunday—my last night there—I went back to the terrace around 11 PM to enjoy the view one last time. There were no events scheduled, and the place was practically empty. Still, just a few minutes after I sat down, someone who seemed to be hotel security (dressed in black, wearing a suit) came up and told me I couldn’t be there. Again, it made me feel like I was doing something wrong, even though I was literally just sitting alone in a quiet, empty space.

Throughout my stay, I noticed hotel staff constantly walking past us, even in the most secluded spots. It created this weird atmosphere, like I was being watched all the time—not in a helpful, attentive way, but in a suspicious one.

Also, even though my friend wasn’t a registered guest, I think it’s perfectly reasonable for a hotel of this category to allow guests to bring friends into public areas, as long as they’re respectful and not causing any issues. But in my case, that kind of normal freedom felt unnecessarily restricted.

And finally, while I understand the need for surveillance and security in a hotel like this, it honestly felt excessive. I wasn’t even able to sit comfortably in cushioned seats (which weren’t even out all day, by the way), or just enjoy common spaces without being questioned or asked to leave.

Bottom line: The hotel is beautiful, the executive lounge and lobby are excellent, but the way I was treated in the common areas left me with a disappointing and frustrating experience. I hope this review encourages the hotel to reconsider its policies and staff training—so that future guests, especially younger ones, can feel welcome and relaxed, not scrutinized. Also the bathroom door in my room didn’t latch so you could not lock it, it’s...

I’ve stayed at a few different JW Marriott properties and out of all of them, this was by far the most disappointing.

I’ll credit the property by saying that many of the staff were very good, and although I didn’t eat at the restaurant because of dietary restrictions, my colleagues who did said it was very good. Also, the decor is very nice as one would expect from a property at this level. That being said, there are many areas where this property misses the mark.

Fitness center - it’s abysmal. Adequate cardio equipment, paltry free weights and sparse on the weight machines (3 standard single exercise, one multi-purpose). I’ve stayed at Courtyards that have better fitness centers than this one - it’s inexcusable for a property in this class, IMO. No one with any sort of regular weight-training routine will be able to maintain their regimen in this facility.

Housekeeping - I never heard a single vacuum cleaner during my entire stay and my rooms were certainly never vacuumed in the 2 weeks that I stayed here. Also, very inconsistent in replacing amenities like laundry bags, breakfast cards and in-room coffee.

Location/ Street noise - This one is a bit difficult to fault the property for, but there is a nightclub down the street and from Weds - Sat, the noise level for rooms at the front of the hotel is astounding. I felt the bass line through my pillow into the small hours of the morning. I requested to change rooms the next day and thankfully they were able to accommodate, but be forewarned that street side rooms (odd-numbered) are all going to be subject to this. I had colleagues who were cautioned about this and when they checked in, requested an even-numbered room and reception told them that the nightclub had closed down. This is flat-out not true.

Responsiveness - I made two request through the Bonvoy app (one to change rooms and one for the laundry bag and order form to be replaced) and both were met with “one moment and we’ll get right back to you” only to wait hours for a reply, even after follow-up inquiries. I’ve traveled extensively through LATAM and I understand that customer service with a sense of urgency is rare here, but even with my low expectations I was frustrated by how long it took for a simple request.

I don’t consider myself high maintenance (although I’m sure no one does) and I don’t often stay at properties this high end, but these are things I would find unacceptable for a standard Marriott, Sheraton or even an Aloft - and you’re certainly paying JW prices to stay here. The decor and most of the staff live up to the JW brand standard. The rest of it, not so much. When I return to Monterrey, I’ll be opting for the Westin. It may be no better, but at least I won’t be paying super-premium prices to...

If you’re looking for a top notch, luxury hotel in Monterrey, this is the place for you! This property is elegant and sophisticated, while providing excellent service. The hotel is approximately 1.5 years old. It has a modern and contemporary design with earth-toned decor.

The staff were a delight to interact with, especially the servers at the breakfast buffet. The selection of food and beverage was fresh, offering a variety of Mexican, entrées, an omelette station, pastries, fresh fruits, and cereal.

Our room felt like a cocoon to relax and enjoy a quiet time. The size of the room was standard and offered plenty of storage, jumbo size smart TV, and a lovely bathroom with a step-in shower. There were showerheads on the ceiling and inner walls. Housekeeping did an excellent job maintaining our room.

The executive lounge felt like a private library. There was a plentiful amount of beverages, including tea, and coffee. Food was available during breakfast and evening. It was basic compared to other Marriott-brand properties, so I highly recommend to enjoy the buffet breakfast.

The fitness center is excellent. There’s a variety of cardio and strength training machines with exercise mats and Swiss balls. There’s a separate stretch area away from the machines. There’s also bottles of water and towels available. The center offers an excellent view of the city and the mountains. Even though I didn’t spend any time at the pool, I did walk outside to take a look at it. It’s an oasis of relaxation.

The hotel is in the heart of the San Pedro district. It’s part of a development that includes shops, restaurants, office, and residential. Approximately a five minute walk from the hotel, are two supermarkets, and an upscale shopping center. The location is perfect! If I should return to Monterrey, I’ll definitely be staying at this...