DoubleTree by Hilton Hotel México City Santa Fe — Hotel in Mexico City

Me and my wife were in a group of 49 people travelled from Houston, Texas, USA to Mexico City. Our accommodation was booked in Double tree hotel run by Hilton In Santasc, Mexico. During our stay from January 29, 2025 to 1st February, 2025, we and other members of our group faced the following problems:

We waited in the lobby for getting our room key more than 2 hours. The staff at the front desk were not friendly/cooperative and finally we got the key for our Room No. 143. But, the room was not opened. After two trips to the front desk, we were able to open the room. The room was very cold with no heating facility, the thermostat was in Off position. We notified to the front desk but no action was taken. During our 3 night’s stay, no one tried to resolve the problem. Frist day we reached the hotel, we found two bottles of water and two packets of coffee powder in the room. When we requested for a creamer and sugar, the room service staff stated that “nothing is free”. If we use the coffee powder/creamer/sugar or drink water, we need to pay for that. This is ridiculous. We often travel in many countries and stayed in 4/5-star hotels, but never had any bad experience like this hotel. On 30th January, 2025 morning we went for the breakfast, the restaurant staff asked for the room number which we have given. After the breakfast, they held us in the restaurant for more than one hour by telling that we need to pay for the breakfast even though in our booking the free breakfast was included. Finally, we had to call our coordinatior for clearing the situation. On 30th January 2025 night around 9 pm we reached the hotel after the whole day busy schedule and dinner from outside, we went to the room, but not able to open the room. Again, we made a trip to the reception, we were told that since we have not paid the money for the breakfast, they will not allow us to enter into the room. Our valuables were in that locked room. After a long argument with the front desk staff, we had to call the manager of the hotel to assist us. He was also not very helpful initially and our coordinator finally said that If you are not letting us getting into the room, we are going to call the police. Finally, they activated the room key one by one. It took almost 2 hours. Again on 31st night, the same problem aroused. On 1st February, 2025 when everybody checked out, they submitted a large bill. When asked, they said that it was for the dinner we ate. In fact, we never had a dinner at this hotel. So, our stay in this particular hotel was not satisfactory. When entering into the hotel on the first day, our bus parked on the road outside the hotel premise. We requested the restaurant people to open the glass door to get close to the elevator. But they denied and we had to climb the stairs with our luggage to reach to the reception. In fact, in other hotels, there are people to assist.

This is a shameful for the Hotel run by Hilton. We will not recommend your hotel to any of our...

DoubleTree in Santa Fe, Mexico City is always a nice place to visit any time of the year. The staff are kind and helpful. Unfortunately, I had a small issue on this stay which wasn't fully resolved to my satisfaction. I was told upon check-in by Cynthia that breakfast would be included in the room I purchased. I didn't think this was correct, but I trusted the guidance of the staff, and the following morning before I checked out I proceeded to go to breakfast with my girlfriend and I. We finished our meal, and was told at the end that breakfast was NOT included. This was a major disappointment because upgrading to breakfast included on the hilton website was only like $3USD more. Which was more then fair considering the breakfast quality and good service. Unfortunately, it turns out Cynthia provided the wrong information and breakfast was NOT included on our reservation. We were forced to pay $540 MXN for our breakfast instead of the $3 upgrade/night it showed on the website. That's about $27 USD for a breakfast for two people, not bad but I was informed it was included, we could have done something else but I had no idea I would be forced to pay! Luckily I contacted the desk and the desk spoke with management and they agreed to give me a 50% off discount on the meal, but I am still paying much more then I should have, because again, I was informed the breakfast would be included. So $13.50 USD for two people I didn't want to cause any further issues so I agreed to pay for the meal at 50% off, thanks to the help of management. Cynthia should be held accountable for the mistake she made, instead of me having to pay for breakfast. If I was told breakfast was NOT included, I wouldn't have ate breakfast here, instead I could have gone out to the many eateries in the area and paid much less for much better food.

Besides this issue, the hotel was clean, staff was kind, and everything else went well. I just wish they could have accepted the mistake and waived the charge for breakfast instead of making me pay. The last thing I would want to do is be the "greedy American" trying to scam for some free breakfast. I just trusted the words of Cynthia when I checked in, and I made my decision based on that info.

Thanks for the great pool, gym, and clean facilities throughout the building. Kind staff and good...

This is an updated review a year after my first one. I had to return to this hotel this week as the company I do business with was hosting a large event there. The service is sub par, and nothing close to the 5 star hotel they claim to be:

front desk wanted to charge me for four nights when I told them I was planning to stay for three. After much back and forth and dealing with three different people, they agreed to not charge me a fee restaurant staff is uncooperative - on last day, I asked for an omelette from my table and the waiter seemed upset, directing me to the buffet. Only after I insisted he took my order with a bad attitude no answer when you try to call for room service refused to bring my dry cleaning to the room refused to open the business lounge to conduct a meeting for 30 minutes, even though I explained I was part of a company that was hosting a large event for hundreds of attendees (meeting, staying and consuming at the hotel) asked for assistance getting a bag as I came back from the supermarket with several items that were falling off the paper bag I had and after asking three people they all said they could not help me and showed no effort / willingness to assist gym had no towels or exercise mats

Overall, the staff here lacks training and empowerment to make on the spot decisions to make the guest feel serviced, that’s why the industry is called “hospitality”. Hilton is an American company, this Double Tree is far from American customer care.

End

This hotel is an embarrassment to the Hilton brand. Upon arrival we complained about the worn out and totally disgusting, cheap-highway-motel-like towels in the bathroom and requested to have them replaced. They said they would send someone and no one ever came. The next morning we called front desk, the sent someone with a replacement set of towels that look exactly the same way. The housekeeping lady’s comment was that it was beyond her. We stopped at the front desk and asked to see a manager. The front desk lady said there was not one on site but that she would document and report the situation. I demanded to have new towels in the room for when we came back at the end of the day. We came back and surprise, surprise, they did nothing about. The attached photo speaks for itself. Never coming...