Hotel NH Collection Mexico City Reforma — Hotel in Mexico City

A little upsetting as I had high expectations for this place. Booked 3 night stay via AMEX travel portal as part of the Hotel Collection. Stayed here the first night and already ran into multiple issues.

The good: COVID-safety measures are taken seriously where they check your temperatures at the entrance and give you hand sanitizer The staff was very nice and welcomed us in Modern building and room styles

The bad: Wifi is super slow and choppy; videos can’t be played on my phone without constant buffering. Checked speed test and was only at 1.72 Mbps at 11:45pm. TV can’t connect to the Wifi for some reason When AC is turned on high, the ceiling makes rattling noises During shower, water easily goes through the bottom and floods the bathroom, turning the floor into a mess I requested two slippers but not sure what happened to my request as it’s noted fulfilled in the system via the website app The side facing the pool had a lot of noise during the night. Finally stopped around 9:30pm. Was about to request a room chance because I’d not be able to sleep at night.

I hope that these issues disappear over the next two days of stay, but I’m concerned about staying here in the future as I had high expectations from the many positive reviews I’ve seen on Google and elsewhere.

Update: Patty quickly aimed to address many of the issues above, suggested a new room, and helped me contact their tech team for wifi.

Over the next two days, our experience was as followed.

The good: Great service from Patty, the breakfast staff, and most of the receptions staff. Waterfall shower is just really nice and leaves you feeling relaxed.

The bad (aka areas for improvement): Food prices are just simply not worth it. Much more desirable options outside of the hotel, but convenience plays a role here. Few issues with laundry. Took a few calls to finally have it delivered that day around 10 pm. Packaged nicely, but there were some pink stains on my white shorts. An additional tip for laundry was also enforced when checking out. Noise concerns during the night after I switched rooms to the 16th floor facing the street side. There were construction and drilling noises around 11:30pm for an hour or so and made it a frustrating experience.

Summary: All in all, this hotel has great staff and aims to provide the best service they can to help improve their stays. However, my experience was a bit wonky with issues regarding wifi, noise, food prices, and leaky showers left me frustrated and...

My recent stay at the NH Collection Reforma was a bit of a mixed bag. TLDR: good location, decent beds, but room quality, food quality, and noise levels not great.||||The hotel, for my business trip purposes, is in a great downtown location. Easily walkable, great restaurants (some amazing Korean BBQ here), and super convenient. Trip transit time from the airport is reasonable. As a first-time NH customer, check-in was efficient and friendly. ||||The rooms are what I'd call a mix of European minimalist with really comfortable beds and an overabundance of pillows. Wifi coverage was free with fairly slow speeds, but enough for what I needed.||||Room quality wasn't great, but not enough to get my nose out of joint over. The room had been serviced before checking in, but from a cleanliness perspective wasn't done very well. A few pubes in the shower, some remaining food/drink stickiness from prior lodgers on the desk, and the floor overall probably needed a once-over with a vacuum. It wasn't enough to request a new room over, in my opinion, but it wasn't great.||||Room service is ordered via a mobile app interface via in-room QR code. Menu was fairly limited, descriptions were incomplete (a concern if you have food allergies), and tthere were no customization options beyond a simple notes field at the end of the ordering process.||||Room service food quality? Blah. For a tired int'l biz traveler, I'm not looking for fancy, but the quality of what I had wasn't good. Delivery timeframe far longer than their committed delivery time. Menu items included elements that weren't stated in the ordering app (e.g. a large amount of oxidized avocado heaped on the burger I ordered, and avocado wasn't even mentioned in the description). Prices were significantly higher than what I'd experienced at the nearby Marriott Reforma on a prior visit.||||Quiet and comfort: like I said, the bed was great. Reminded me of Hilton beds in Europe, very comfortable. Quiet? The walls are paper thin. My next-door neighbor sounded like he had tuberculosis, and every cough and retch sounded like they were in the room with me. On top of that, there is omnipresent bass beats from the clubs/restaurants in the hotel that extend from the afternoon into the wee hours, which, if you're a light sleeper, you're going to need ear plugs and a Zzzquil chaser.||||Checkout process was quick.||||Staying here was a one-off from my usual Marriott/Westin work trips, and I think I'll stick with...

I’ve never complained about a hotel, but this one is definitely worth complaining about. The location itself is terrible, especially if you are wanting to get quality sleep. There are bars/clubs that literally play music up until 4am. The base is so loud that even though I wore Bose earbuds plus played white noise on my phone, it wasn’t enough. And really, how can anyone sleep with a phone playing anything at all. I usually use a white noise machine if I need to, versus using a phone. The noise problem was not the only issue. There are two lights In the room that literally flash on and off, all night long. One of the lights is a sensor, but still, why is it flashing so bright. And the other one, is a light towards the entrance of the room. When I called to let the front desk know about this, he basically told me that I should have said something sooner. Ummm, does this make a difference? This should be a non-issue. I shouldn’t even have to complain about anything. When the maintenance guy came, he basically didn’t believe me and said it was the other sensor and left. And right when he left the light started flashing on and off again! So I took video and when he returned, he was finally able to see for himself. He ended up taking the broken light bulb with him. On top of that, there were missing towels when I arrived. There was literally only one towel. I had to call the front desk twice and then ended up going to the front desk to ask in person. Plus, the floors were dirty. I had to wash my feet after a little while because the bottom of my feet were dark from dirt. I ended up having to wear sandals the entire time. Wondering if they even clean the floor at all? My expectation was that the room would be clean, including the floor. Also, my friend found a hair within her sheets from her bed. If you want to party all night, and don’t mind a grungy room, this might be perfect. But if you want a clean and quiet hotel for a good quality sleep, best to stay somewhere else.

UPDATE: I was able to speak with the manager the next morning. I wrote down in detail my concerns and also provided video/pics. Thankfully, he listened and validated all my concerns. He moved us to another room… far away from all the noise level. The view wasn’t as great but the quality sleep completely made up for it. I’ve modified my review based on his support. The day staff seems to be a lot more helpful and attentive compared to...