Suites Capri - Reforma — Hotel in Mexico City

1 star for Location||1 star for the view||||Well let me start with why I booked this place: ||The Sheraton ($110 USD/day) was full and is where I normally stay.||||The pictures look AMAZING and I thought this is a high-end place. First impression walking in I got the same feeling. Google maps had 5 stars across the board almost entirely. This looked great but I'd soon lose that feeling once I entered this Condo-turned-hotel.||||The first thing: Cama Matrimonial Is not a QUEEN. Imagine me and my spouse (6 feet, and 6 foot 8) trying to sleep on this thing. It was a cheap, uncomfortable mattress also. The pillows are horrible. They actually make the pillows themselves. I'm not kidding. And most of my negativity during my stay was associated with the pillows.||||Our first night we checked in, had some food and came back to sleep. The pillows were stuffed with so much stuffing that it was like trying to sleep on a basketball. I called the front desk (in spanish) and asked that they bring up a couple of pillows, preferably something softer. The man answered, "We don't have any pillows". I asked again, surely this is a quality hotel and has access to pillows. "We have no extra pillows".||||I was upset, but was in bed and did not want to do anything else with the problem. Tried sleeping after an hour of tossing around I ended up opening the pillow in a fit and threw about half of stuffing out on the floor next to the bed. I was able to sleep between midnight and 4AM. I got a litlte more than 4 hours of sleep and had a business meeting at 11am.||||The lady that was at the desk in the morning got the brunt of my frustration and told me that they did indeed have pillows and would send someone up to make the rest of them more comfortable. I mean, at this point I was super angry since that tells me the guy at the desk was a lazyass and couldn't care less if I slept on the floor or got any sleep at all. I'm still considering calling back Hotels.com and asking for a partial refund.||||The second night the elevator stopped working, but I didn't mind since there are two. What I did mind was the Elevator techs waking me up to the sound of them yelling (talking) at each other and screaming over a 2-way radio while fixing it. This continued through the 3rd day as we checked out.||||No real room service, uncomfortable beds, pillows are embarrassing but MAN look at that balcony view! I've stayed more comfortably for $1,000 pesos ($50 USD) a night at a motel 6 before. The fact that I paid $3,000 pesos a night here for a hotel was shameful. Whoever owns this place must be either broke and can't afford quality amenities and quality staff to go with them or just...

I should first note that I didn't stay at the Capri on 410 Reforma. They now have a second building at 380, which is where I stayed.||||The room itself was nicely furnished with a small kitchenette and dining table, sofa, TV, and large bed. There is a balcony with a sliding glass door, so you can look out on Reforma Ave. The kitchen had a microwave, refrigerator, plates, cups, and some pots and pans. There was also a toaster and coffee maker in one of the cabinets, and the cleaning staff cleaned up the dishes each day. The room came with free wifi, and the signal was quite strong everywhere in the building, except the rooftop observatory.||||The bed was quite firm, so be aware if you need a softer sleeping arrangement. The pillows were too full for what I liked, but they opened up and I could remove half the stuffing to make it more comfortable. ||||There's a nice steak restaurant on the ground floor of the 380 building, and a wonderful French pastry shop next to the 410 building. There are plenty of other restaurants, and a large shopping mall within walking distance on Reforma.||||Billing at the hotel was the only real negative, and is what keeps me from being able to call this a "Very Good" hotel. They wanted the full payment up front, and do not offer refunds if you should need to leave early for any reason. For my stay, it was quite a lot of money for the length of time I was spending there. Unfortunately, two credit cards were denied due to a fraud alert. The problem, apparently, is that the hotel doesn't bill itself as a hotel when running the credit card. Rather, the vendor code is some sort of marketing firm. As such, your credit card may flag this as fraudulent, depending on how much they're trying to charge. ||||There's two solutions to this. First, if you push back on the billing up front, they will accept partial payments during your stay, but be prepared to find your hotel room locked out if you forget to pay them promptly the morning your rent is due. The other solution is to simply pay them cash. There are ATMs conveniently located next door to the hotel, and if you can get them to accept a few days at a time, this works out just fine.||||The other billing problem is getting a receipt. They will not print out a receipt for you, but rather, insist on emailing it to you, at the time of payment. If you don't receive the email, they are unable to generate a new receipt for you, as you've already payed for that portion of your stay. So, if you need an invoice for reimbursement from your company, you'll be...

How this place can claim to be a 5-star hotel is beyond me.

First, was no air conditioning—just an old, rickety fan with a broken remote. The windows were completely uninsulated, so even when they’re shut tight, the constant noise from one of the city’s busiest areas comes pouring in. The kitchen was poorly equipped: no cleaning supplies, barely any cooking utensils, and the mismatched pots look like they were pulled from someone’s home. The TV was the size of a computer monitor, the toilet didn’t flush properly, the cabinetry is awkwardly designed and unusable, especially by the bedside. and housekeeping was virtually nonexistent.

During my 8-day stay, housekeeping showed up only once—and even then, they left with the towels without replacing them. I had to go downstairs myself just to get fresh ones, only to be told they wouldn’t be delivered until after 5 PM.

To top it off, on my very first day, someone knocked on the door to “check the window shades.” That same person returned the next day for measurements, and then again two days later to install new shades—disrupting me in the middle of the day each time. All of this could easily have been handled before or after my stay.

Does anyone even regulate what qualifies as a 5-star...