Kimpton Virgilio — Hotel in Mexico City

Ive been torn about how to write this review. We stayed at the Virgilio hotel for 4 nights. The decor is beautiful and trendy. The food is great. Gym is basic. The front desk staff and maintenance staff are fantastic. However, I have qualms with whoever did the final inspection of this hotel or allowed it to open given the conditions of some of the rooms. In the 4 nights we stayed there, we changed rooms 3 times. There was a leak in one of the rooms, and that was one of the reasons we switched rooms. Given it's an old remodeled hotel, I guess there was no way for them to know that would've happened, if no one had stayed there before. Once the incident happened, the staff promptly moved us to a different room and were very apollgetic about it. My big issue was the first room/night, the a/c wouldn't work. We tried messing multiple times with the thermostat and spent the entire night sweating and unable to sleep(we visited Mexico during a heatwave wave). When I called the front desk staff in the morning they said "the thermostat wouldnt change, but that the a/c was working" they did offer to send the maintenance staff to the room to show us how the thermostat worked. Maintenance promptly showed up and again informed us that "the thermostat wouldnt change" that "they had been installed incorrectly and would only reflect that temperature" and that due to their capacity it would never go below 15C (the thermostat showed 24.7C). He said it was blowing air out and should cool down. We went about our day and came back to a noticeably hotter room, thermostat still at 24.7C. We called the front staff and they had us change rooms. The second room was a bit cooler, but by not much. They had us switch rooms due to the leak mentioned above. In the 3rd room, as we were getting ready to leave for dinner we tried putting our passports in the safe, it didnt work. Again, maintenance was promptly sent to look at this. While trying to fix it, the maintenance guy tells his boss over the phone that "this is the box that has been giving us problems despite having changed the batteries multiple times", they decided to try this again. Surprisingly, it didnt work. They finally decided to replace the box. We ultimately missed our dinner reservations because of this. This is where my big problem is. The management or whoever gave the green light to start hosting guests obviously knew that the security box didn't work or that the thermostats weren't installed correctly and despite that they decided to open the hotel and put guests in those rooms. And not only that, they dare charge $300/night for those rooms. Aside from the room issues, not once through any of this did a manager show up to apologize or discuss what was happening. The front desk staff was sent to try to make things right, which ended up in a few misunderstandings and further disappointments. It wasn't until the last night that we complained about the absurd amounts of noise from the restaurant that could be heard in the 4th floor that a manager came upstairs to talk to us. In all fairness, after that conversation, the price of the stay was adjusted. However, the experience overall was unpleasant. I do hope this review and the manager we spoke with will pass our suggestions to fix those issues and ensure the rooms are inspected thoroughly before more guests end up having the kind of...

We recently stayed at Kimpton Virgilio and had a mixed experience. There are certainly some standout positives: the staff, especially Rodrigo and Carlos, were exceptional—caring, warm, attentive, and consistently went above and beyond. The hotel’s location is perfect for families, offering easy access to the city while being peaceful and walkable. The interior design is also beautiful, with elegant, modern touches throughout and lots of natural light and greenery.

However, there are several areas where the hotel falls short of a true five-star experience, especially at its current price point. The building feels a bit dated, and we encountered some maintenance issues with hot water, AC, and electricity. Proper ventilation and Noise proofing is also lacking—our room picked up kitchen smells, and in our mother’s room, loud music from the restaurant made it difficult for her to rest.

Housekeeping was another weak spot. Our room floor and bathroom floor were never cleaned during our stay, and overall cleanliness didn’t meet expectations. When our baby spilled water on the bed, we were surprised to be met with a cleaning fee instead of understanding. (Which was waived after we refused to pay)

We had also requested a crib in advance (through IHG), but the request wasn’t communicated to the hotel. While the staff responded well by going out to purchase one, it meant our baby had a difficult first night as the crib arrived very late.

As an IHG Platinum Ambassador, I was disappointed not to be recognized during the stay. The hotel manager never introduced themselves or asked for feedback—something I would typically expect at this level.

Overall, Kimpton Virgilio has great potential and offers wonderful service in many ways. But until some of the core comfort and operational issues are addressed, it’s best seen as a very solid 4-star hotel—not quite ready to be marketed or priced as a...

We had a fantastic stay at Virgilio, and can't recommend it enough. The deciding factor in booking was that when I called the hotel, someone at the property actually answered - it wasn't an answering service half a world away. That was my first impression and that personalized attention was a trademark throughout our stay.

The concierge, Angel, communicated with me in the lead up to our trip and booked our airport pick up and several excursions through a local guide. Angel was exceptionally attentive and communicative and ensured everything was arranged prior to our arrival and throughout our visit. I was so grateful to have someone local make all the arrangements through a trusted source. Our local guide was wonderful, picking us up for outings to Coyoacan and Xochimilco as well as to Teotihuacan and the Maria de Guadalupe Basilica.

Our room was modern and newly updated, clean and we had a great balcony that faced one of the smaller side streets. The pool and rooftop balcony were wonderful property amenities where we loved to hang out in the afternoons and evenings. The hotel restaurant, Pepe, had wonderful food with exceptional staff; we especially enjoyed their daily happy hour from 5-6 p.m., which included wine, an appetizer and juice for our kiddos.The location of the hotel is in an ideal part of Polanco, close to everything and very safely walkable.

We were traveling with small children and the staff went out of their way every single day to make sure we were comfortable. From the front desk to the restaurant staff, every person who worked there was so hospitable and kind. I can't say enough good things about the wonderful folks who work here who really went out of their way every day to ensure we had a nice time at their hotel and their city. We had a great stay and would highly recommend for couples...