Hotel Marquis Reforma — Hotel in Mexico City

It was an enormous mistake to stay at this hotel. The same horrible mistake, like providing this hotel with an LHW status and putting it in its program.

The check-in process:

Absolutely abhorrent relationship towards us by the staff, who simply cannot talk to clients in a proper way. I had the impression, like I just arrived at a hostel near the train station, definitely not a 5-star hotel, but I think at the hostel the overall treatment and gratitude would be at a higher level.

One of the staff members at the reception, apart from charging us for the whole stay at check-in, have reserved US$ 200 on my credit card, and later by taking a piece of paper and wrote the details of my card - number, expiry date and CVV code. It is absolutely unacceptable, and no one can guarantee that my card will not be misused by anyone except by me in the future, and she just will not take this very piece of paper from work and get something online with my card. 

That very same staff member at the reception has given us the room #707. No forms of upgrade, no greetings benefits as a LHW members were obviously not provided. After getting to the 7th floor, we have put the keycard just to find out that the room is occupied, and as proud LHW members we were warmly “greeted” by a mother and her child.

After the realisation hit in, I have started explaining that we are no thieves, and we were given such key from that very same room. We apologised and immediately headed back to the reception desk, where we demanded to call the Duty Manager and told that we will call the police if we won’t see her. Meanwhile, the very same staff member at the reception mentioned above was maliciously smiling, like it is all a joke or a misunderstanding.

It is simply an unacceptable mistake, which cannot be even remotely imagined at any 5-star hotel.

Instead of hearing back the apologies from the staff member, who obviously made an impermissible and an intolerable mistake, we only heard an offer to either cancel our reservation or to have a “free” upgrade, which was not given to me before without any plausible reason whatsoever.

Because it was an evening and after a long flight, I opted for an upgrade.

The room itself:

Old and outdated furniture, old carpets, dirty windows and overall very dusty. The ceiling in the bathroom has cracked due to its age. The shower and the process of turning it on and off is like solving a Rubik’s cube. The room has a safe, which is rather impossible to use.

The A/C, which was blowing louder than an old vacuum cleaner, even at night. You just can’t turn it off.

Again, no compliments for guests was provided.

No details, no nothing, whatsoever. Just a regular 3-star hotel with marble floors in the entrance.

Breakfast:

Disgusting and nasty breakfast, which is nowhere near the promised 5-star level. You cannot order an omelet or, let’s say, Benedict eggs without paying an extra.

As LHW members, we were given a choice of hot meals, which looked more like a lunch without any eggs. Very cheap and simple variety of 2 meat cuts, 1 salmon and fruits that did not look good. This variety seems like a low-level hotel.

Apart from that, each time after having breakfast the personnel has gave me a bill for MX$ 598 and demand to sign it, because this is “how it works”. I crossed out the total amount, wrote my room # and name. To point out, this is just unexplainable.

To sum up:

The hotel does not deserve their 5 stars. Furthermore, the hotel does not deserve to even affiliate itself with the LHW network. I strongly demand the LHW responsible staff to send an incognito and to properly check their current standards of service. You will find the very proof of my words.

It is honestly a 3-star hotel, and I was highly disappointed by my choice of hotel, because only in walking distance there are 3 decent hotels - Four Seasons, Ritz Carlton and St. Regis, where I am sure that the service is matched to the price. Let those words be an advice for anyone who decides...

I was looking for a higher end hotel near the chapultepec area and I came upon a great deal through TripAdvisor Plus with this hotel for only 80 per night. It was non-refundable, but I went ahead and booked this. And am I very happy that I did!

Going through the the automatic door, I was immediately wowed by the gorgeous rain fountain at the lobby. A friendly agent checked me in, and asked whether I needed assistance with my bag. I requested for assistance, and a very helpful bellhop took my luggage and went with me to the 10th floor (which was one of the higher floors I requested for).

Since I booked the most basic room, I was given a small room (about 320 sqft). While it was small, it was still an excellent room with a king size bed, a 40 inch tv, a small work desk, a closet, and a cabinet. The room was very clean and quite quiet as well. The bed was very comfortable with soft pillows and down comforter. The TV had many channels, but most of them were Spanish channels. The cabinet was ample enough to store my clothes. The closet was the place to store your luggage, and it had a safe to store my valuables. I didn't use the mini bar. I did have a nice view of the city through the window, and it was easily closed and blacked with a curtain and vertical slider. The key card was needed to power the lights and AC, and I had an extra card to use to keep it always on if needed. The AC worked very well, and kept my room nicely cool during the surprisingly hot summer weather in Mexico City. The room was well lit during the night.

The bathroom was small, but very clean and nice. There was a walk through shower that had a high step to watch out for, but the rainwater showerhead provided a decent amount of pressure. The bath products are an Italian higher end company and smelled really good too! The toilet was clean, but sometimes will bubble a bit if flushed. Maid service was provided daily, as well as turndown service during the evening with Hershey chocolate. It definitely showed some elegance.

I first thought the lobby was small, but going to the back after the A la Parrilla restaurant, there were more with gorgeous artwork and grand staircases. The art at the hotel is very amazing and almost looks like a museum. The fitness center and pool are only for the adults, but had great amenities as well. There was a spa, but it was quite American expensive for the services.

The restaurants were nothing fancy, but good for a hotel. I did eat breakfast once at the main restaurant. I did an omelet and coffee. Both were good, but quite expensive for 20 dollars. I did eat the main restaurant twice for dinner, and enjoyed the enchilada and drink. I also tried the A La Parilla restaurant too, and enjoyed the grill chicken as well as their aqua frescas. I did notice the the restaurant was mostly empty and quiet. There was MTV playing 80s music video at A La Parilla, and there wasn't much at the main restaurant for entertainment. There is a hotel bar, but it is a separate area from the hotel, and you do have to go through metal detectors to get in.

The personalized service is what really brings this hotel the charm. The front desk is very professional and helpful. The bellhops will help you carry your luggage, open/close car doors, and point you to the right direction. The concierge is very helpful in finding restaurants, shopping, and attractions. The service is almost equivalent to the Ritz or Four Seasons.

Overall, this is the best hotel I stayed in Mexico City, and probably the best Non Marriott hotel is stayed in Mexico. While AAA hasn't rated this hotel yet, this can easily reach 4 diamonds. While it is not as extravagant as the neighboring hotels like Ritz, St. Regis, or Four Seasons, it still has the elegant charm like a JW or Grand Hyatt for a fraction of the price. I am so happy I got this through TripAdvisor Plus for 80 dollars per night. This is now my goto hotel when staying in...

Let me first off by saying that the grounds of this hotel and great, encountered some great amazing staff members from the front desk, valet parking and room service.||||Now let me start by saying I booked a superior master suite and I specifically booked this room based on the photos on their website, and their social media platforms. Upon arriving to our room to my surprise the room that we had booked was not the room that I saw upon opening the door to the room. I quickly went down to the front desk and inquired with them as to what I booked is not what I was given. The front desk agent advises that the suite category that I booked has 3 different rooms and it’s based on a first come first serve basis. I kindly explain that I had booked that suite solely based on the photos as we had rented the suite for my nieces big sweet 15 party on that Saturday and had makeup and hairstylist coming and needed the space and also the outdoor terrace for photos.||||She tells me that unfortunately that there is nothing that can be done as the suite that I had booked based on their photos is not available as it’s taken for our entire stay, I was extremely upset as I had many choices in Mexico City for booking a suite and I advise them that I specifically booked it due to the terrace and space and again I’m told it’s not available.||||Front desk manager steps in and was a little snarky at the beginning and after much advising them that on all their social media platforms and website the room type that I booked shows this specific room and no where does it state that it can be a different rooms upon check in. ||||After much deliberation the manager upgrades me to the Marquis Suite free of charge which I was very thankful for.||||That was my first issue which was resolved with an amazing upgrade which I’m very thankful for, however my dissatisfaction with this property is on the day of checkout, upon checkout they see that we had tons of bags and gifts from party the evening before an as we are waiting for our car service I have the Bellman confront me in front of other guests that I had stolen a HANGAR from the room and that they needed it back. I was appalled by this coming from a 5 star hotel.||||After much thinking I came to the conclusion that the manager from the front desk checked who upgraded me decided to have someone from her team go and check to ensure that we didn’t steal any items. I have stayed at many hotels around the world and have never ever been disrespected in such a way.||||They should be ashamed of themselves for confronting a guest pertaining to a HANGAR!! In front of other guests, me and my family felt so disrespected, and disgusted by the actions of this front desk manager. ||||Again the propert itself is amazing, the first bellman who helped us move from the first room to the Marquis suite was friendly, apologetic, professional...