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Resort Details
Hotel Advisories
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Customer Ratings & Reviews
TripAdvisor Traveler Rating
3371 reviews
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Dec 25, 2024Poor customer service
I booked a room here in June this year for a race occurring in December. On the Wednesday before my Saturday booking, I attempted to cancel my reservation due to becoming ill with Covid and got the run around from the answering service to call the hotel directly. The phone rang and rang and I had to call back. I spoke with what I assume was a check-in/front desk person and was told they weren’t able to provide me with a refund/cancel my room because the room was booked through a party/room block. I was told they would email the group booking/events person and I would hear back by the next morning first thing. I did not hear back from anyone and again called and left another message on Thursday. By Friday and Saturday, I still hadn’t heard back but of course there was a charge on my card for the room. I called again and was told there was nothing to be done because the room wasn’t cancelled soon enough. I also sent an email was told there was nothing they could do just because I had Covid and also that they charged the room due to me being a “no show!” Well that’s hilarious since I called and emailed several times attempting to cancel!! Poor customer service and just plain rude. ***Customers beware…this hotel does NOT discourage patrons from staying here if they have Covid***
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Dec 22, 2024Secluded and strenuous stay
Location: virtually in the middle of nowhere, it takes a while to get there and even longer to find anything outside the hotel. Going to the mall? Be ready to spend $30-$70 (depending on which mall you go to) on Uber each way. Layout: unless you don't mind walking or a walking enthusiast, this hotel could be a tiring place to be. The place is huge and everything seems to be far away. I was unfortunate to be given a room at the end of one of the furthest wings. It took me 5 minutes of brisk walking to go from my room to the fitness center (on the other side of the hotel) and about 7 minutes to get to our meeting room at the convention center. Most dining places are located in the center building. To on-site Starbucks? 5 minutes walk. Landscape: maybe beautiful in the summer, but not so beautiful in the winder. Golfers seem to like this place. Rooms: my basic room is quite spacious that has a large TV, a sofa, a workdesk that can be easily positioned however you want it, a small fridge, an in-drawer safe deposit box, and plenty of storage place. The bathroom has a separate walk-in shower and a bathtub. Unfortunately, the lighting in the room is pretty low, a bit hard to read on the bed and even more challenging if you need to do some work. Probably you're not expected to do any work while staying here. Laundry: the laundry prices are standard of Marriott. However, the hotel has guest laundry facilities with 3 washing machines and 3 dryers with detergent provided, and a microwave machine, all free-of -charge. I absolutely made optimal use of this. Fitness Center: the hotel has a 24-hour, full-sized gym with every kind of equipment you may need. Water dispenser is available. the only downside is they only provide small towel, not sufficient if you sweat a lot. I had to bring a towel from my room. Restaurant: for breakfast you have Cibolo Moon restaurant which opens at 7AM. Obviously late for many people as I saw perhaps 10 people waiting for the door to open before 7. You have 3 options: a la carte, cold buffet, and hot buffet. Limited variety of food, but they are good. Parking: if you are lucky to park your car when there isn't big event, you get a spot not far from the lobby. Otherwise, either use the valet services or be ready to park far, far away and walk. Service: friendly and helpful. When I asked for a water kettle (because there is only a small capacity coffee machine in the room) to boil water for tea, they sent one to my room within an hour. Conclusion: if you are looking for a secluded place with nice facilities and willing to do lots of walking, this hotel may be for you.
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Dec 22, 2024The property deserves better service levels
The property is well maintained, rooms are spacious and the fire place area provides guests with a cozy festive season get together place. The main restaurant serves an excellent breakfast buffet. The variety is excellent, everything is very tasty, the egg station is ideal and the service is great. The dinner kitchen at the same restaurant is as good an experience. The restaurant unfortunately closes too early not allowing for an enjoyable extended dinner experience. The service at the hotel is basic and not at the level of the JW Marriott brand and image.
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Dec 15, 2024
Disappointing.
Swiss Miss and hot water for my hot chocolate. I get that for free at La Quinta. Paid $32 to park and hike up the hill to the lobby. I park for free at Holiday Inn. Biscuits and gravy were awful (biscuits are not difficult to make). Food line for our company party was way too long. The sides were cold before we ever got to the meat carvers. Servers at the tables did a great job of clearing plates and drinks. Hotel rooms and conference rooms were clean and well-kept. My room was ready on time (which is a rarity post-covid). I do enjoy the JW, but very grumpy that I had to pay extra to park myself. Valet has been a disaster in the past, so I don’t want to risk that. I’ve had to wait an hour and half for my car previously, along with many others.
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Dec 10, 2024Wonderfully peaceful
What an amazing resort. Sadly, I was there for a conference only 2 months off rotator cuff surgery so playing golf was not an option. There are 5 or more restaurants and bars on property, but you wouldn't know it based on how peaceful the environment is when walking the property. Truly this is a lovely place to stay.