Live Aqua Ciudad de México Bosques de las Lomas — Hotel in Mexico City

The hotel is really Nice : Rooms are modern and comfy and spacious. Well equipped also for all you need ! Cleaning is very good. Rooms are very clean ! Thanks to the cleaning team they are doing a great job !! The hall is impressive The good is ok / good but I was missing typical mexican food such as … tacos ! This hotel also has a real plus of small attentions that make the difference : Each floor has Free fresh tea renewed every day but also some cakes and in the evening they put some mezcal for you to taste … etc really Nice experience !! Please note that the hotel is far from the center you would need at least 30 min to get to main city main attractions (Up to 1.5 hour during traffic!) The view from the Rooms is ok ! Finally, Last but not least : the hotel staff is really really Nice and helpful : always trying to help with a big smile !! Thanks to all of you !!! Except 2 people at the reception : one woman (who did the check-out for me today and is supposed to be the manager) and one younger Guy teaming with her : every Time I had to deal with them they were unhappy/ not smiling. They were talking between them about me in spanish as they thought I don’t understand. They did not say bad things but just : this is not professional. Every Time I came to them for a simple question I felt I was bothering them ! Sorry to you if I made something wrong :) When I did the checkout this morning, same thing : very antipathic…...

We had two poor experiences that ruined what would have otherwise been a nice stay at this hotel. Three of our guests were arriving on a red eye and we wanted them to have a room ready when they arrived early in the morning. We paid for that night to make sure the room would be available. We made sure that the hotel was aware when they would arrive and that they needed two beds. They arrived and the room wasn’t ready and didn’t have the two beds when it was.

The second experience that ruined our trip was the very dangerous water feature beside the hallway en route to the elevators. We were there for a wedding and my sister was all dressed up. She accidentally fell into the water as it was not lit at all nor was there any sort of barrier or warning.

She hurt her leg and it ruined her night. The hotel staff did not bring up towels right away as requested to help her dry off and they did nothing to cordon the area or mark it with lights to warn people in the future.

It’s too bad because otherwise it’s a fairly nice hotel, albeit...

The hotel itself is fine but the service and reception desk are HORRIBLE. It took me 45 minutes to check in, although they were not busy. I needed to modify my reservation so a receptionist told me it was “very difficult” but she would go check with the supervisor (she claimed hotel was full although I had a reservation and rooms were available online). She came back quickly, ignored eye contact, then left me there for 45 minutes. After eventually realizing something was off, I asked her and turned out she hadn’t checked with anyone. Just left me there sitting and probably would have done nothing. Not really sure what the issue was because it all worked out… and lo and behold, my room was there. Terrible start to a trip. Room was vacuumed badly and had a bunch of lint and little blue pieces on the carpet. Only ate breakfast but food at hotel is not great. Breakfast order messed up. Hotel smells good and spa is nice

Not sure how they claim 5 star - service is terrible.

Also- read you statements as mine had...