Sheraton Maria Isabel Mexico City Reforma — Hotel in Mexico City

This was my second visit in a short time—I had stayed just a month earlier and had a great experience. Unfortunately, this most recent trip fell well short of expectations and was disappointing, especially considering the high standards I expect from a Sheraton||Things started off bad right at the airport. The hotel-arranged transportation was in rough shape—the car was small, very dated, and quite uncomfortable. the suspension was horrible and made me nauseous, and there were multiple warning lights on the dash. To make matters more stressful, neither the driver nor the person who met me spoke any English||When I arrived at the hotel, I was surprised to be told that rooms in the renovated wing were fully booked. As a Marriott Gold member who stayed in that section just weeks ago, I had expected at least some effort to accommodate me. Instead, I was put in the older, unrenovated wing—which I honestly didn’t even know existed. The contrast was huge. The air conditioning in my room didn’t work, and while I was too tired to ask for a room change that late, it made for a very uncomfortable night.||On top of that, the minibar was locked. I’ve never seen that before. When I called the front desk, they said I needed to provide a credit card for incidentals—even though I had already done so at check-in and made it clear I was happy to cover any charges.||I do want to acknowledge that the staff responded quickly to the A/C issue and offered to move me the next day, which I appreciated. However, since I was only staying two nights, I decided it wasn’t worth the hassle. That said, when I returned to my room later that evening, I found that my keycard had been deactivated—apparently because of the assumed room change I had declined. That added to an already frustrating experience.||Other small but annoying issues included an old, broken coffee machine in the room—whereas the renovated rooms have Nespresso machines—and an overall feeling that I’d been placed in a forgotten corner of the property.||After all of this, I was offered just 5,000 Bonvoy points as compensation. Given the number of issues and the impact on my stay, I don’t feel that’s sufficient—especially as a loyal Marriott guest. ||That said, I want to commend the concierge team. They were truly excellent—helpful, professional, and one of the high points of my stay. The location remains ideal, and the newly renovated rooms are very well done, which is why I came back in the...

I stayed at this hotel for five nights during a short vacation and to visit some friends. Unfortunately, my experience was less than satisfactory. Upon arrival, I found the bathroom tub dirty and dusty, and I had to ask housekeeping to clean it. Additionally, the fridge in my room wasn’t working, so I reported it, and it was fixed the following day.

On the second day, I returned to the hotel with a friend who lives in Mexico City, someone I've known for three years. As we headed toward the elevator, a baggage porter approached me, questioning whether I was a guest and why I was going upstairs. Since you need a key to access the upper floors, I initially brushed it off as routine and confirmed that I was indeed staying there. He then left us alone.

However, on my last day, the same thing happened again with a different baggage porter as we headed to the elevator. This time, I felt harassed and profiled, likely because I’m Black. It seemed like they couldn’t believe that a young Black Canadian could afford to stay at their hotel. Frustrated, I asked to speak with a supervisor. When the supervisor arrived, the baggage porter tried to change the narrative, possibly thinking I wouldn’t understand because I don’t speak Spanish. Thankfully, my friend does, and she corrected him, recounting the incident accurately. The supervisor apologized, took my contact information, and assured me that a manager would reach out to apologize as well.

On the day of my departure, with a flight at 5 AM, I woke up early to check out. The same supervisor who had apologized earlier handed me a package, which turned out to be a sandwich. I threw it away. I checked out on August 5th, and as of now, no one from the hotel has contacted me as promised.

While Marriott is generally a good hotel, the racist behavior of the baggage porters at the lobby was unacceptable. They need to understand that people of all backgrounds can afford to stay there and should stop harassing Black guests. It was incredibly embarrassing and disgraceful to be treated this way, especially in front of my friend, and to have it...

I stayed at this hotel for five nights during a short vacation and to visit some friends. Unfortunately, my experience was less than satisfactory. Upon arrival, I found the bathroom tub dirty and dusty, and I had to ask housekeeping to clean it. Additionally, the fridge in my room wasn’t working, so I reported it, and it was fixed the following day.On the second day, I returned to the hotel with a friend who lives in Mexico City, someone I've known for three years. As we headed toward the elevator, a baggage porter approached me, questioning whether I was a guest and why I was going upstairs. Since you need a key to access the upper floors, I initially brushed it off as routine and confirmed that I was indeed staying there. He then left us alone.However, on my last day, the same thing happened again with a different baggage porter as we headed to the elevator. This time, I felt harassed and profiled, likely because I’m Black. It seemed like they couldn’t believe that a young Black Canadian could afford to stay at their hotel. Frustrated, I asked to speak with a supervisor. When the supervisor arrived, the baggage porter tried to change the narrative, possibly thinking I wouldn’t understand because I don’t speak Spanish. Thankfully, my friend does, and she corrected him, recounting the incident accurately. The supervisor apologized, took my contact information, and assured me that a manager would reach out to apologize as well.On the day of my departure, with a flight at 5 AM, I woke up early to check out. The same supervisor who had apologized earlier handed me a package, which turned out to be a sandwich. I threw it away. I checked out on August 5th, and as of now, no one from the hotel has contacted me as promised.While Marriott is generally a good hotel, the racist behavior of the baggage porters at the lobby was unacceptable. They need to understand that people of all backgrounds can afford to stay there and should stop harassing Black guests. It was incredibly embarrassing and disgraceful to be treated this way, especially in front of my friend, and to have it...