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

IF YOU CAN AOVID IT, PLEASE SAVE YOURSELF FROM TROUBLE AND DO NO STAY HERE.

Did two reservations in this hotel, for two different consecutive days. I payed for both nights right away, one with my corporate card, other with my personal card, the secord I arrived to the lobby, and signed both hotel room documentations, which were saved by the hotel staff in the reception.

Then, I reached out to reception on the late afternoon of my second reserved day to confirm late checkout for the next day (as an IHG rewards member), and in an openly aggressive way I was confronted by the reception worker on how I did not pay for my rooms, and will not be allowed access to my luggage / anything on the room until I payed. He pressured me to pay for my hotel room again, saying nothing could be made until I payed for my room. I told him I payed for both rooms, and signed for both payments with the reception worker that receibed me on my first day. His response kept being agressive, irrational and confrontational even when I showed him one bank receipt payment for one of the nights, as the other one was in my laptop, in the room he did not want to give me access to. I had to sign for a payment agreement of the room (even though I had payed bor BOTH rooms on my first day) just so that I could go and retrieve my laptop form the room, to show him the other bank receipt payment. To my suprise, to my second card, the hotel was charged TWICE, which means I PAYED for one room TWO times (an one time for the other room though my other credit card), and even so, the agressive reception worker kept pressuring me into paying for the room A FOURTH TIME. To this time, I still have the two charges made to my credit card, on the room charged twice; they told me it was going to be solved by the hotel the begginning of this week, but nothing happened, still have the two charges.

This dicussion lasted approximately an hour in the reception, in which Victor, the reception worker treated me like a thief, using expressions as "we cannot leave people like you enter the room without paying, or they´ll stay in the room" even though I showed him evidence on my payment. I was also with a friend during most of this process, and the reception worker in a chauvinistic way kept referring to my male friend, and asking him questions even though I as the one staying in the hotel, reservation was under my name and I made the payement.

The next day I had to cancel my touristic air baloon trip to the pyramids because I could not feel safe leaving my things to be supervised my the hotel staff of getting my late checkout as agreed, because of the mistreatment I was subdued to my the reception staff the night before.

Never was I treated in such a poor way in a hotel before, this hotel does not reflect IHG values and I can say that by not only have been a guest in several IHG hotels around the world, but also having worked in hospitality operators that manage several IHG brand hotels. Save yourself from being trated like a thief, receiving a derogatoy treatment and suffering economical damage by not staying here.

Plus, the...

We stayed at Holiday Inn Express Mexico Reforma for a family trip, and we had a terrible experience that significantly impacted our trip to Mexico City. I have been waiting for a response to my feedback through their survey system (IHG hotels), but they have been ignoring me for over a month now. I want to share my experience with them. We reserved the King suite for 4 nights but were given the regular room on check-in without explanation. It wasn't until we entered the room that we discovered the room given wasn't the type we had reserved. We claimed that the room type was incorrect and asked to have it corrected to the right room, but they claimed that the rooms were all full (This turned out to be a lie.) and would change the rooms the next day. There were no apologies for 2 hours until late at night, and even the apology that I received was from the person at the concierge desk. To make a long story short, the personnel at the hotel ignored our request to meet the manager or supervisor during the 4 nights we stayed (a series of lies during the process), until I was finally able to meet him on the day we were checking out. When I finally met him, he explained that the suite was available on the day we checked in. However, because the sofa bed was not prepared, they tried to do us a favor by giving us a room with two beds. This explanation is absolute nonsense. Either the previous explanations about the situation or this explanation is a complete lie. In addition, nobody asked us about our preferences when checking in. We would have chosen to stay in the suite, even without the sofa bed made. At that moment, I realized there was no meaning in trying to have a conversation and giving them a chance to explain the situation frankly and offer compensation, which we rightfully deserve. We had paid for the higher-grade room, not to mention all the inconvenience and waste of our time and efforts. One thing they claimed to offer was IHG points, and they would send me an email regarding it. I have been waiting patiently for the email for the last seven weeks now, and there has been no contact whatsoever. Anyone can make mistakes, and an appropriate explanation could at least partly resolve the situation. That is why I was polite and gentle when talking to the personnel at Holiday Inn Express Mexico Reforma until the very last day, when I was distraught and expressed my feelings. In this case, they took no proper action to resolve the inappropriate nonsense, resulting in a terrible experience for my family. I will continue to provide feedback regarding this experience until they take adequate action. I want to mention one positive experience from our stay. The receptionist lady at Breakfast was super friendly and hard-working. She made us and other guests at breakfast smile and start the day with positive vibes. They need more...

Check in time is 3PM. I arrived at 2:45PM on a Wednesday and was told my room was not ready yet. I tried again at 3:15PM. Not yet. 3:30, not yet. Apparently, since “it’s a suite, it takes longer to clean”. Finally got my room key at 5PM.

The first set of keys I got did not work so back down to the front desk to get another set of pass keys.

Upon entry the room was freezing. The A/C was running. I set the temperature to 24 C to try to warm up the room but the air was blowing cold. I called the front desk to learn the heat does not come on until 7:30PM.

The front desk sent up a portable heater. It worked for exactly one minute. So back down to the front desk with an inoperable portable heater. A second unit showed up which worked.

The room is spartan. It feels bare. No amenities. There is a frig, it’s empty. There’s coffee so that is a plus except the coffee maker only worked twice in four days. In fact the entire hotel is spartan. There is no restaurant and no bar. BUT, it is a Holdiay Inn EXPRESS so that was my mistake but for a supposedly 4 star hotel with probably 300 hundred rooms to offer nothing more than an eggs-and-bacon instant breakfast in downtown Mexico City seems unusual.

The Holiday Inn is experiencing a towel shortage. You are allowed 2 bath towels and 1 hand towel. Use them well.

My wife and I are staying 5 days 4 nights. The closet contains 5 hangers. I visited the front desk again and requested more hangars. I made the mistake of not requesting a specific number of hangars and so only received 5 more hangars. The closet folding door is off the track.

The bathroom sink is clogged. The only way it drains is if the faucet trickles water.

On Day Two we arrive at our room at 4:15PM after a day of sight seeing. The maid has just begun to clean the room. In fact, she just got there so she had emptied the trash can. I told her to come back tomorrow. So we did not get fresh towels and sheets which really are not necessary but most importantly we didn’t get new coffee packets…so its back down to the front desk again.

Day Three the key stops working again. Back down to the front desk to get another set of key cards.

Unless you have low expectations I would not recommend this hotel. While it is clean and nicely located in downtown on Reforma Ave, it’s not up to expectations by any...