Hotel Bellas Artes — Hotel in Mexico City

Let me save you the trouble: avoid Hotel Bellas Artes. What was meant to be a relaxing stay in Mexico City turned into an ongoing saga of miscommunication, disorganization, and laughable service — if you can even call it that.||Let’s start at the beginning: a week before arrival, we emailed multiple times to confirm our complimentary airport transfer (which is advertised with the rate). No response. Not even a courtesy acknowledgment. The only reply we ever got was an urgent email asking for payment because our credit card had a temporary hold. So, money matters? Got it. Guest experience? Not so much.||The day before leaving Costa Rica, we called the hotel directly (since no one answers emails) to confirm our pickup. A staff member assured us it was included. Hours later, when we landed in CDMX — surprise! No one showed. We called again. Suddenly, we’re told the service doesn’t exist. Welcome to Mexico! Foreigners in a foreign country, left to fend for ourselves and scramble for an Uber.||Upon arrival at the hotel, they claimed we hadn’t paid. So now we’re being gaslit on top of it all. Stunning.||Let’s talk about the room. It was clean. That’s the one (and only) win. But unless you enjoy bathing with the same towel for days or begging staff for toothpaste, you’re in for a treat. We had no hand towels, no floor towel, no face towels, no cups, and — wait for it — no water for coffee. But yes, they did kindly provide one small bottle of water… to share. Generous.||And if you ask for anything? Brace yourself. Asking for toothpaste got us a “we don’t have any” until — shocker — a branded hotel tube magically appeared after insisting. At 1:00 a.m., when we requested towels, we were told someone would come verify our claim — as if we were making it up. I have the video to prove how absurd this interaction was.||And just when you think it couldn’t get any worse: they asked us to step outside the hotel at midnight to solve an issue — which is not just inappropriate, it’s potentially dangerous.||As a seasoned hotelier who has helped open and operate seven international hotels, I can confidently say this was a masterclass in poor service and zero coordination. The staff is, at times, polite — but mostly confused, under-trained, and disturbingly defensive when you express concerns. Basic hospitality is missing.||We tried, mid-stay, to resolve things respectfully. I sent them a long email outlining the many issues. Want to guess how many replies we received? Zero.||Oh — and as a parting gift, they tried to charge us for a broken hanger we didn’t use. Because obviously, the cherry on top of a disaster sundae should be petty, insulting, and completely unjustified.||The location is good — you’ll be near historic sites. But there are dozens of better hotels in the area with actual service and basic guest respect.||Avoid this hotel. If I could give it negative stars, I...

On June 16, 2025, I traveled to Mexico City. Specifically to the Bellas Artes Hotel. From the start, I really liked the location. And the comments that you can somehow observe. Unfortunately, during my stay, not everything was rosy. It is a hotel where everything is limited. There are no face towels, no hand towels, no towels or bathrobes, only one towel and we were 2 people, there are no floor towels. There is no shampoo, no toothpaste, no water, no bath soap, there is nothing, not even the most essential and basic things like toilet paper. We had to beg for a roll, since they only left us one and for several days without paper, until my Dad contacted the reservations manager from the United States letting her know of the irregularities, she putting on a show said she was amazed because according to her, there was no report of such problems, since the cleaning manager and responsible for this room had reported to her that everything was in magnificent conditions to feel less guilty, she promised to solve it immediately and that she would also report it to her supervisor to take action on the matter, and that they would also come to our room to offer an apology, something that never happened and the only thing she did was bring us a roll of toilet paper and ask them to change the sheets on the beds, that is, we entered on the 16th and left on the 22nd. In that time, they only changed the sheets once and because we asked them to. And the size of the room is not to be mentioned, it is so small that two people do not fit to get from one side to the other, a room for two beds is too small, as for transportation from the airport to the hotel and from the hotel to the airport, not to mention, the service that this hotel offers is a real scam, we had to get our own Uber. If you ask me if I recommend it? Just for the location, the rest isn't worth it. Next time I'll look more carefully for something that's worth it and provides me with the service that makes me feel satisfied. I don't care how much it costs, but I hope the services are good.|Send feedback|Side...

Disappointing Front Desk Experience Ruined the Stay

The room at Bellas Artes Hotel was fine—clean and comfortable enough for a short stay. However, the front desk staff, particularly Arturo, made the experience frustrating and unpleasant. I called with a simple question and was shocked when Arturo hung up on me mid-conversation. This kind of dismissive and unprofessional behavior is unacceptable, especially at a hotel that presents itself as upscale.

To her credit, Sandra was far more courteous and helpful when I called back, but the damage was already done. As someone who travels frequently, I’ve never experienced such blatant disregard for a guest. A hotel’s front desk is its first impression, and unfortunately, Arturo left a very poor one.

Because of this experience, I would never stay at Bellas Artes Hotel again—and I would not recommend it to others. Customer service is just as important as the room itself, and in this case, it fell far below expectations. I hope management takes this seriously, as this is not the level of hospitality one should expect in a city known for its warmth and professionalism. ------------------------------------------------------------------------------------------------------ 29July2025 In response to your reply: Dear Hotel Bellas Artes Team,

Thank you for your reply. That said, I found it disappointingly generic given the seriousness of my complaint. What I experienced goes beyond a minor service lapse — it was a blatant display of disrespect from a front desk staff member whose role is to represent the hotel and assist guests. If Arturo is unable or unwilling to serve customers with basic courtesy, especially when the request is urgent in nature, he should not be in that position.

You already have my phone number and email on file. I am open to discussing this further, but given the nature of my complaint, I will not engage in that dialogue over a public forum. Please reach out directly.

I sincerely hope this matter is taken seriously and not brushed aside as a “slip.”

Best...