JW Marriott Hotel Lima — Hotel in Lima Metropolitan Area

Dear Mr. Bill Marriott; Executive Chairman of the Board, Our Peru adventure started with you on May 3rd -5th and then ended with our stay from May 14th-15th of 2018. We had a deluxe holiday through Insight Luxury Gold travel. I understand they always book their tours through the Marriott Hotels. We now fully understand why this company books their travelers throughout the world in Marriott Hotels. We would like to highlight some of our memorable and deeply appreciative experiences with you about your first grade quality staff as well as the beauty of your facility.

Upon our last day in Peru our passports, some credit cards, personal ID, jewelry and other items were stolen across the street in the mall while having coffee with friends. We decided to carry these items with us since you were being so kind to storage our luggage as we weren't flying out until later in the evening. We were very traumatized as we asked the mall security for help. We were directed to the IPERU station for guidance. Yes, they were helpful but could not provide us with an action plan. We quickly returned to your hotel where the REAL SUPPORT started. Your chief security man on duty that day quickly told us we need to make a police report first. He was calm, direct, and caring about our well being. He told us that he would send someone with us to the police station to help with translation and safety. Jim Diaz was assigned to the task. Jim rose to the occasion with deep concern and said that he would guide us through the process. Without Jim, we never would have been able to manage the navigation of the process. Jim modeled confidence as he spoke to the police. He also modeled patience and respect of their jobs, all the while we were being ignored at a notable level. We took our cues from Jim; be polite, patient, humble, all the while demonstrating strength. He helped us read through the report and make corrections. He also made sure we arrived back at the hotel safely. We felt like Lima's Marriott was a safe haven from danger and we knew the whole staff was trying very sincerely to wrap us up in comfort.
We had to use your CMV Taxi company to travel to the police station and then the next day to the USA Embassy. This company you use is excellent in their driving, timeliness, even down to the choice of soothing music they play. Thank you for knowing and using top quality drivers.
This is only part of the report. Please ask the Lima staff...

. The only good point about this place is the location . It’s a typical business Marriott not like a JW Marriott. Booked through Marriott.com. I’m Not highest level but some status . Anyway, They are very discriminating against women here . Gave us a huge hassle with traveling with my daughter ( after a 16 hour day and arriving at almost midnight ) that has a different last name than me . I’m a surgeon and never changed my last name. We had No problems in the States or immigration at the airport in Peru. We talked for TWO WEEKS with the concierge via email and no one mentioned we needed all these documents that immigration doesn’t need but the hotel apparently does since they are above immigration.

WE BOOKED TRANSPORT FROM THE HOTEL CONCIERGE DIRECTLY AND LISTED WHO WAS RIDING . THE DRIVER WAS STANDING WITH US AT CHECK IN AND THEY WERE STILL QUESTIONING OUR COMMINCATION WITH THE HOTEL.

We travel ALL over the world this has never occurred. Had to email from the states birth certificate ( which lists both parents with two different last names) AND also a marriage certificate because being born with a US birth certificate isn’t enough to have a different last name as your mom . Guess you can’t have a kid and not be married. This was all at midnight ( desk was still was scrutinizing them) ..because it couldn’t wait until the morning. Thank goodness her father answered the phone after ringing for 30 minutes . Otherwise they said there is nothing they can do and you basically would just have to take a flight home .

My daughter is eight was bawling her eyes out because they made her feel like she would be homeless in this new country. It was CHRISTMAS DAY . Enough said .

I’m fine if this is your rule . But it needs to be listed to travelers . It’s a Marriott ! And the hotel needs to treat people better. The worst part was no one was nice or smiled or cared at all. They admitted this is not on their website .

These rules are not listed on their website ...so any kids of mixed families, women, divorcees, gender changes , egg donors, name changes , widows , adopted , gay , step kids , meeting your parent later etc DO NOT bother to stay here or basically bring every identity stealing document you can provide nothing will be enough. I provided passports, my drivers license , medical license, immigration stamps, flight tickets, birth certificate , marriage certificate and five credit cards.

Just a weird and terrible...

I had contacted the hotel's Concierge desk (via e-mail) a few times prior to my stay, and everyone who replied to the e-mails was wonderfully friendly and helpful. They suggested various sights that I might have time to visit, as well as local restaurants. And as my flight was due to arrive late at night, and I was concerned about finding safe transportation, they offered to book a taxi/limo to take me from the airport to the hotel. As it turned out, my flight was even two hours later than expected, and when I messaged the hotel to let them know, they assured me that they would hold my room reservation and alert the taxi driver as to any change in time. In fact, they monitored the flight's arrival time themselves, in case I'd be unable to contact them while in flight. Sure enough, as soon as I came through Immigration, I easily found the CMV Taxi counter, and was greeted warmly by the taxi staff, who introduced me to my kind and friendly driver, Victor, who brought me safely to the hotel.

Also prior to my arrival, I had asked to use one of my Suite Night Upgrades for the room, but a day before the trip, I was informed that none were available; however, I was told that I might still be able to get an upgrade thanks to my Platinum status. When I got to the hotel that night, after a trip that took nearly 20 hours total and included three delayed flights, I was shocked to see where I'd be sleeping: an enormous multi-room suite on the 20th floor with a fabulous ocean view and 24-hour access to the Executive Lounge! :-o I can't even begin to describe how incredible this suite was -- even though I was exhausted, I couldn't stop sending rave-review photos and videos to my family :-D

I was so exhausted that I overslept, and didn't make it to the lounge for breakfast, but I did stop by for a quick lunch. The choices were extensive, and everything I tried was great (as was the 24th-floor view). I didn't have time to take advantage of any of the sightseeing suggestions, but I did go to the nearby Larcomar shopping center for a few hours. I still had a few hours before I had to catch the bus for the airport, so I decided to have dinner at the bar, where Pedro the bartender kept me entertained and was kind enough to bring me a bowl of the famous céviche to go with the equally famous pisco sour :-) It was a perfect end to a perfect...