The Paragon Hotel Mexico City Santa Fe by Accor — Hotel in Mexico City

I have stayed at this hotel once before and returned this time because of the excellent service and prime location. Unfortunately, my opinion of this hotel changed when I was charged in USD for a room service meal that should have been charged in Mexican pesos. The total amount was $420 MXN and the server charged $420 USD. The night auditor noticed this mistake and I was notified the next day. Unbeknownst to me, and according to the Front Desk Supervisor, Claudia, the manager, Rodrigo Gonzalez, and the people in the finance department, they cannot just issue a credit to my credit card. It has now been three days since that charge. I filled out all the appropriate documentation and was assured that the reimbursement would be sent forthwith. I am still waiting. I have been unable to receive a response, management refuses to answer my emails, and the charge in my credit card has now been processed. It is a shame that what up until that moment had been an excellent stay is now tainted by the incompetence and ineptitude -not to mention criminal behavior- from the management team and restaurant staff. Specifically, Ubaldo (the waiter), Claudia (front desk manager) and Rodrigo Gonzalez (manager). I am never staying there again. I find it ridiculous that a simple credit card transaction cannot be reversed within a few hours of the charge.

UPDATE: It has now been 8 days since the “mistake” was discovered. I am still getting the runaround from management. They still claim that their mobile terminals do not have the capacity to do a credit card reverse charge and they are “still waiting for the bank to issue a credit”.

Too bad I left. I would have called the police and filed a complaint for theft and...

Stayed for a week in August. The hotel was clean and service was wonderful. Breakfast served daily had many great options and was very tasty, but we were there as a company so I'm not sure how typical the breakfast was for regular travelers. Service in English was possible.

Unfortunately, some small issues. There are 5 elevators, but only 2 go to guest rooms. The wait for an elevator was often upwards of 5 minutes, when more than 10 people were waiting. The elevators are called by floor, so you cannot get in just any elevator. Also, on day 2 my room key did not work, so after fighting the elevators I found I was not able to get into my room. It was fixed quickly, but meant another trip down to the lobby. You cannot take stairs in this building, the first guest floor is 30 stories up.

Location is great for Santa Fe and business district, but not suitable for tourists other than the park...

The rooms are cleaned and they provide cleaning service every day at your own time. They have their own restaurant and can bring your food to your room at an extra charge, but super convenient if you don't want to step out of your room. They are in a place surrounded by other restraurants at just walking distance. Also, their views are amazing, especially at night. Unfortunately, I took the night view from our hotel from my camera, but here's a video of the daylight view from our room on the 33th floor and another video of the surroundings in front...