Mexico City Marriott Reforma Hotel — Hotel in Mexico City

BED BUGS! MAR 20-29 2025!

Unfortunately, we discovered bed bugs in our hotel room, and the hotel was both unkind and unfair in helping us to deal with the situation!

While this is my first experience discovering bed bugs in a Marriott (over thousands of work and leisure nights), I know that Bed Bugs can show up in any hotel. However, I expected that, should we ever find bed bugs, a hotel of this repute (and so many positive Google ratings!) would be a good partner to help us fix this issue. This Marriott and its staff did NONE of those things, and were nothing short of brutal and rude and demeaning throughout the process. I expected them to show a strong commitment to help us through the process of cleaning our things and setting us up in a new room, I expected to be treated with kindness by the hotel through the process, and I expected to be treated fairly. This hotel and its staff did NONE of these things!

We came directly from Calgary to this hotel and we stayed there for 9 nights. After our second night, we began to notice bites... We thought - there's no way a Marriott in Mexico City could give us bed bugs! And we tried not to worry about it.

We were wrong! My wife is allergic to bed bug bites, and these began to itch in the same way. So we thoroughly searched our room, and low and behold, 6 hours later, we found live bed bugs. I have the pictures if you'd like to see them. My wife started breaking out in incredibly itchy bites, my daughter and I seemed mostly OK, and we tried to deal with the problem with the hotel.

Rather shockingly, the hotel was abysmal at supporting us through the process. They offered us compensation of $500 USD and 5000 points, and would not offer more no matter what, despite calls from Marriott International as well. They promised to clean our clothes and possessions, and then did not touch them. They fumigated the room and moved us into a new room, likely bringing bed bugs along with us! I imagine they're still biting others in the hotel right now...

Unfortunately, after being so poorly treated and dealing with everything best we could while traveling, we were not sleeping that well towards the end of this stay, and we ended up needing to leave our vacation two days early. We incurred a few hundred dollars of flight change costs, over five hundred dollars of laundering and dry cleaning costs, and had to throw away a number of things like our cloth suitcases and a few pairs of running shoes.

Marriott customer service was very kind in their communication with me, but were admant that they could do NOTHING ELSE to help me beyond what the hotel deemed reasonable. I found this pretty disappointing, as our vacation turned out very different from our expectation, and Marriott really didn't have our back... And nor did the company behind the Marriott Reforma. Really poor client experience.

As a long-term titanium elite member, I was shocked that the company I have supported with hundreds of thousands of dollars of business was unwilling to support me - or compensate us adequately for the challenges from the stay.

Overall, a tremendously...

July 2025: Let's start by saying I am a Marriott Titanium Elite status member (75+ nights). This hotel could not offer me early check in, nor could allow me to use my Marriott Titanium Elite benefit to upgrade our room (none available, even though I tried to upgrade 4 months in advance). The rooms are petty and modern, but they are awfully small compared to any other Marriott I have stayed at (I travel on business internationally on a regular basis). The lounge for Platinum and above members on floor 16 does not offer any complimentary alcoholic beverages, you have to pay for everything even domestic beers; also, at the Titanium Elite level member you can only bring in to the lounge one companion with you, not even children under 10 that are family members are allowed if you are over 1 allowed companion. This is plain ridiculous! So, if you are traveling with your small children and your wife staying all in the same room, you have to pick who gets the lounge benefits or pay 40 USD a day PER PERSON for any other party member you want to bring with you to this lounge. The service at the front desk is slow and bad. I left a credit card for incidental charges and have to call several times to get the mini fridge open so that my kids could keep their yogurts from going bad. Then, a couple in the room next to ours started yelling and screaming all kinds of bad words and curses at 3 AM, my children were afraid, my wife called the front desk numerous times and nobody picked up the phone. We had to go to the front desk to look for someone to be able to help us. The tourist staying in the room next to ours yelled at each other for 40 minutes before someone showed up from the hotel staff!!! We asked for a new room and we switch to a different floor. No apologies, no freebies from the hotel. The good thing about this hotel is its location, there are multiple restaurants and places to go nearby. Also, I want to make clear that everyone was very friendly and helpful with the exception of some of the front desk staff that took forever during the check in process and that were nowhere around during our problem at 3 in the morning. The next time I will just stay at either the Sheraton Maria Isabel or at the Le Meridien Reforma. I have used both of them before and are much better alternatives, except a little farther away from restaurants and the subway. Finally, this Marriott is very dark. It does not have enough illumination (kind of...

I am not one to complain - in fact I try to only write positive reviews looking for the silver lining. However, I FEEL LIKE A PRISONER here as I write this because I have 5 nights left here! I wish I could cancel and just go down the street NOW! My coworkers and I saw the 4.5 star reviews and decided to try this hotel instead of our usually Sheraton. WOW - BIG MISTAKE!

Lounge - HORRIBLE. Please just take my room number and have me sign as I walk in. It is VERY difficult to get the waiter to print the receipt. Often, I just go for a banana and still will be followed around. There is no point of this process! STAY AWAY - the quality of food is just not where it should be for a Marriott! I travel A LOT - I have had better food at a Courtyard or Fairfield Inn

Room Service Food - The offerings are just not good! NEVER and I mean NEVER order a burger here! It was HORRENDOUS. I am not sure if this was beef? It does not look good at all. Something is definitely terribly off with this. I know this had to be frozen, probably thawed, and re-frozen. Sub-par brands for condiments too - no Heinz even offered.

Front Desk Staff - OK they are all pretty nice. However, this morning I went to cancel a future 19 night reservation. I spoke in English but I do speak Spanish. Karen, a rude front desk person, did not realize this. She told the guy assisting me that I can not cancel my reservation. I CAN CANCEL - I know Marriott Policy. She would not let him help. I went back to my room and in 30 seconds cancelled online. PLEASE train her - let her know that she should be aware that just because I am blonde does not mean I do not speak Spanish!

For being a Titanium Elite member, this was a horrible experience. I am not here to throw status around but I expected a LOT better! FAIL - Definitely...