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3374 reviews
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Dec 31, 2024Great place -- But Changes Have Made Me Sad
For the past 7 years, Cibolo Moon at JW Marriott was one of our favorite spots to dine. We would go there or go to High Velocity, or just sit outside and have a drink. But alas, everything changes I guess. This year for our annual Christmas dinner with friends and family, we had to add either $38 or $48 (depending on whether you valet) for parking. We had to have a strategy for how cars to take. Oh -- I do think they have a 20 dollar lot somewhere and you can shuttle over. Not sure about that though. Having said all that -- dinner was great as always. Service was excellent as always. The trees outside were lit up, but they didn't have the Christmas music in sync to the lights, there were no singing reindeer, no singing penguins, no smores -- all the things that just made our Christmas dinner special. All those things were gone. We went back a couple weeks later to see Ice with some family members. This time, we got pizza from the pizza place next to Cibolo Moon, and sat outside by the fireplace. The pizza was very good and once again, service was excellent. So, if you don't mind the parking fees, its a great place for dinner and drinks. I would highly recommend. I don't know now many times I'll be going back now, with the parking fees, but we'll see. Also -- my card was charged three times when I exited that night that we went to see Ice. I'll have to work on getting that corrected. One thing I find about their website, there's no easy way to contact them other than a phone call and usually I can never get through. But again -- I really don't want to be too negative. I love the place -- just wish things had stayed the way they were.
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Dec 30, 2024A Motel Would be a Better Choice
I was double charged at this resort when I went to the spa. The spa refuses to correct the error because they claim their computer can't see the problem even though my bank clearly shows that two charges were made and both payments were processed/cleared. I was forwarded to the resort's accounting department where nobody picked up the phone and no one responded to my voicemail despite having a full business day to do so. I don't even know if it was the right number. It is wildly inappropriate to take your customers money without their consent or knowledge. And it's even more inappropriate to not make any effort to resolve the problem. As a customer, I would think that jw Marriot is a brand name that you should be able to trust has their payment processing figured out by now. They clearly do not and they do not seem to care at all that they essentially robbed me of my money. What they've done is blatantly illegal. The last and final time I stayed at a jw Marriot - there was a live bug crawling in between my sheets and at that time, they also didn't really care to make it right. With this recent experience, I'm absolutely appalled at the customer service provided for the price point. This is not a luxury hotel. I've stayed at motels that do a better job than jw Marriot. Don't waste your money with them because they could rob you and allow bugs in your room. It's disgusting and not worth the risk
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Dec 25, 2024
Poor 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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