The Ritz-Carlton, Mexico City — Hotel in Mexico City

My experience with the Ritz-Carlton Mexico City has been exceptional. We arrived at the hotel very early in the morning, after a tiring red-eye flight. To our surprise, the front desk informed us that we could check-in immediately, at 6am, simply because the room was ready! It showed that they really valued taking care of their guests more than the policy. The level of service was truly amazing. I'd never experienced checking in 9 hours early. We were able to take a much needed shower and a nap, and took advantage of a full day to explore the city. This, I will never forget.||The location is quite good, even though it's at the farthest end from all the places we planned to visit, such as Centro and Roma. But it's adjacent to La Condesa where some of the good restaurants are. And it's right against the park where the Chapultepec Castle is. The distance on the maps didn't seem far but it is. Going to Centro via bus or metro could takes 40 minutes. But the nice thing is, from the hotel, we generally take Bus 7 from across the street, or walk 10 minutes to the Metro. If you were to hire a car, I would suggest set your pickup location at Four Seasons to go East or South. We were stuck in traffic for 20 minutes in the 2 blocks immediately around the hotel.|| If you're there on a Sunday, don't miss out biking with Paseo de la Reforma right in front of the hotel. Bring your passport to rent a free bike, where you can find rental booths along the avenue. There was one 2 minutes from the hotel. Go early or prepare for the long wait as you would have to wait for others to return the bikes so they become available to you. The condition of the bikes weren't great but good on the company to provide it for free for everyone to enjoy this great event. There is also HSBC docked bikes around the city you can rent, which the bikes are more comfortable to ride because they are in good condition and you can sit upright. But they stopped taking foreign credit card for payment on the phone app that you have to download and register.||Then there is our beautiful room. Still looks amazing after 4 years and my photos show it all. It is a corner room, super spacious with a sun-drenched bathroom. But no worries, the black-out curtains works fine and the door blocks the lights from the bathroom. In the bathroom, there is a curtain next to the tub, but no curtains in front of the sinks. I trust that the glass won't allow others to see in, even when I was standing in the sunlight by the sink. I love that bathroom. It felt amazing just being in there.||I need to mention the service at Ritz-Carlton again. The guest service reached out prior to my arrival and learned that it was a birthday celebration. We were so happy to receive a delicious chocolate cake and a cute hand-written message that they kindly prepared. The concierge even was able to work their magic and secured reservations to a couple of hard-to-book restaurants on a very short notice. We had such a pleasant stay and everything exceeded our...

As a seasoned CDMX traveller and Marriott ambassador, I wanted to try out a visit at the RC to celebrate my birthday and change from my usual stay at the somewhat tired St Regis. I think the term at check is was “we see you’re celebrating something special and we’re excited to exceed your expectations”. Yes, please! Started off sold out with no upgrades available - it’s fine, not a big deal (NUAs returned), said as we were there for 5 nights we would be happy to change to a larger room later if one becomes available. Booked a 5 night, paid stay, 47th floor park view balcony standard room. ||The good: |Views are amazing. Food and drinks are up to standard as well. Concierge was response and helpful. Staff are kind and polite when approached. ||The bad: |Housekeeping. Housekeeping lights are essentially meaningless- we were actually told so. So don’t bother putting it on, you’ll be met with “we clean when we get to it, but you’re welcome to schedule a time.” First day nothing cleaned until after 5pm- no bottled water, coffee. Upon calling we were informed that having a do not disturb sign on overnight (removed at 10am) meant that they didn’t come that day (even with the housekeeping light on), our mistake. Cleaned while we were at dinner, but no water or coffee restock. Second day no cleaning by 1pm, we called and had them at least restock with water and coffee. The front desk recommended scheduling a cleaning time, okay. Third day, we lost our bathroom floor mats- and if you read other reviews, the showers really do flood the floor. Fourth day was the only normal expected experience, and the bathroom mats returned for the rest of the stay. ||I try to stay in some sort of luxury hotel for my birthday each year as a break from work travel. The hotels usually tend to add something special and make it fun to be loyal to a brand. With the check-in acknowledgment I was looking forward to even a card on the day to celebrate it- especially after the housekeeping issues. Nothing acknowledged- actually the first birthday stay to not have anything done. ||Look, it’s a beautiful place in an amazing city. Just don’t expect much more. Our stay may have been a combination of many small disappointments, but even given the chance to exceed it just left us a bit annoyed we spent what we did for what we received. An overpriced standard room with a great view and poor service. ||My recommendation, book the St Regis for the service, yes it’s a bit worn and tired, but you feel the value for the money. Grab breakfast or a cocktail at the RC. You’ll get the view and the pictures without the...

I have stayed at this Ritz-Carlton before and left a glowing review in the past. Unfortunately, I’m writing this updated feedback while still on the property for New Year’s 2025, and I’m disappointed beyond belief by how much the experience has declined.

I had pre-arranged flowers for my my wife prior to our arrival to celebrate our anniversary, something that was handled flawlessly during our last visit, but they weren’t in our room this time. Despite following up twice, I still had to wait to get them delivered after I emailed again to the team member that confirmed the order previously.

Repeatedly, when our room was serviced. Wash clothes were not available. It took three separate requests to obtain washcloths. This may seem minor, but at a luxury hotel with the Ritz Carlton’s reputation, these basics should never be an issue.

Several of my emails were missed or claimed to have never been received, a far cry from the attentive correspondence I enjoyed during my previous stay. I'm not sure if it's an issue with the hotel's email system or a lack of attention from staff, regardless, this shouldn't happen at this resort.

The final straw for me and what prompted the updated reviews were the multiple New Year’s Eve Dinner Problems. What should have been a celebratory meal starting at 8:00 PM turned frustrating when our food did not arrive until 10:30 PM. Even more concerning, I had to personally stop the staff from serving my wife a contaminated steak despite her severe seafood allergy, a careless oversight that could have sent her to the hospital and something I make very clear in my original booking email and upon arrival for dinner that night. When I confronted the kitchen staff they admitted that they had cooked the fish courses for the evening directly underneath the steak for the evening.

We were also assured the New Year’s Eve dinner included champagne and cocktails. Upon arrival, however, we found out champagne was not included, and were then upsold on a bottle that wasn’t even available.

It’s disheartening to witness such a drop in service quality compared to the outstanding experience I had before. I would love to leave this visit with renewed confidence in the Ritz Carlton and this property, but the current issues have already tarnished what should have been a special anniversary and new years...