Holiday Inn Express Mexico Basilica by IHG — Hotel in Mexico City

As someone who has worked in the Hospitality Industry for years (Marriott) I have a few things I would like to say...

First off, I have been here several times on business. The front desk staff has been friendly and accommodating on the first couple of stays.

The third time i stayed the housekeeper tried to open my door at 10:30am no knocking, simply went to open the door but because I had the latch on she couldn't. I was startled though. Called the front desk and they apologized and said they would let the Housekeeping Manager know. Check out is at 1pm so no reason why HK should be opening guests rooms before that, specially without knocking first.

#2 the hotel is in very good shape, it is clean and the rooms are spacious but the walls are paper thin. You can hear everything and I'm not sure if its a México thing but people here slam the doors all the time. Could be 4am or 11pm and people will be slamming their doors! Drives you absolutely crazy!

#3 tried to call the restaurant one night and the phone just rang and rang so I gave up and ended up ordering Uber Eats.

And finally on my last day at the hotel I went to the lobby to print off some documents, the printer wasn't working so I approached the woman at the front desk and she asked which computer I was using as there were two. I said the one on the right and she made a face and said "well the one on the left is the one that's hooked up up the printer" as if I was dumb for not knowing that. I said "well there is no sign or anything for me to know that." And she said that it's because they can switch the printer to either computer. And I also told her the printer needed paper as I was walking away. She never tried to come assist me or apologized or anything. She did not switch the printer to the computer I was using even though she knew i needed to print something. She did not refill the paper. And there was another gentleman at the other computer so I couldn't use that.

It's December, two days away from Christmas. Occupancy is very low. I would know. I worked for hotels for years. There is no reason you shouldn't be trying to help the guests staying at the hotel. Seemed like I was bothering this...

We tried the hotel restaurant food and was not happy about it. This made us purchase our own food outside the hotel. We brought food inside the hotel dining area to eat it and requested for drinking cups. The reception staff said there were no dining cups and said that they had paper cups for 10 pesos per cup. We asked for the manager on duty, hoping that the manager would be sensible since this was the first time we encountered a hotel without drinking cups or glasses in their dining area. When the supervisor came, named Viviana, she said that there were no cups and if we wanted cups, to go to our rooms and get our coffee cups to use. We were astounded to hear what she said. She did not even try to solve our problem and just smirked and left us after my sister angrily told her that they should be providing us cups, like all other hotels, not asking us to get it in our rooms. We were in The dining area of the hotel. Her customer service resolution was very poor. When my sister asked for her name, she defiantly said Viviana arrogantly, and left us. She went to the reception counter, huddled with the reception staff and just left us to go to a room by the dining area where there were a number of her colleagues inside the room, without even a thought of helping us. Later we heard them laughing out loud. It was such a terrible experience.

Additionally, when we arrived at the hotel - the guard or hotel staff at the lobby did not even offer assistance and were just looking at us. We had 3 rooms reserved - 2 double rooms and 1 single. All of us said, we were not going back to this hotel - ever again, nor recommend it to our friends and colleagues in the travel industry. More so, with our families who want to visit the Basilica of Our Lady of Guadalupe.

Oh and the room amenities were wanting in the correct no of towels, cups, toiletries and slippers. Hotel keys were dependent on the number of beds in the room and not the no of people.

All said, this hotel needs a major fix and training in customer service, which was...

We stayed at Holiday Inn Express Mexico Basilica for a night during a layover in Mexico City. The main reason that we chose the hotel was due to my IHG program. We found location good for its proximity to the airport with an Uber. ||The hotel was clean and good-value for an overnight stay. The room was big but it didn’t have any windows overlooking the street. The aircon was a bit noisy and we got sinus issues on this one night due to the dry weather of Mexico city and the aircondition. The staff was nice and they prepared packed breakfast since we were leaving at 5 am the next day. |||Here is a detailed evaluation of specifics:||Welcome: We arrived around 7:30 p.m. directly from the airport. There was only 1 staff member to help with check-in and we waited her to finish other customer’s work while waiting for a review. She was nice and she offered packed breakfast when we told we are leaving at 5 a.m. My status on IHG program was acknowledged but the changes in IHG program made it clear that you don’t get much from Gold status anymore. ||The room: It was a clean and big room. However, the room was very hot when we entered and there were no windows in the room. It was pretty much a box. The shower was not very pressured but it was ok enough to have a nice shower. The aircon worked a bit noisy and there was a shaky noise coming from the walls even if the aircon was switched off. ||Dining: While breakfast was included with our stay, we were leaving at 5 a.m. and we couldn’t use their breakfast services.||Overall: A simple, good-value hotel. The proximity to the Mexico City Airport is great since you can get here in 15 minutes on an Uber. Overall, met our expectations but it wasn’t a...