Cityzen — Restaurant in Mexico City

It seems like this bar only values hotel guests as humans, so if you’re not staying here I wouldn’t bother coming in.

We came in on a Friday night around 11 pm. My fiancée is Mexican and I was visiting from the U.S.

The outside rooftop view tables were full and we were placed on a waitlist. We were then seated in an uncomfortable coffee table where we were hunched over and far apart.

We asked to be seated at an empty table across from us and our waitress told us it was only for more than 2 people. Lo and behold, that table remained empty for the next 2 hours.

We waited for 1 HOUR and aside from dropping off our wine, our waitress not ONCE checked back on us or updated us on the balcony tables.

We noticed there were 3 open tables outside around midnight. A couple just entered and were seated next to us, but they asked if they could have the outside table and the hostess agreed. Upon seeing this I walked up to the hostess and asked about the waitlist. She said she would ask the manager.

Our waitress then came to our table and said they were “probably guests of the hotel” and did nothing but argue that she didn’t know if those tables were open and she would have to ask the manager.

I worked as a server in my younger years and her attitude and talking back was not it.

Immediately after this confrontation we were seated at an outside table by what I would guess is the busboy. After this neither the hostess nor the waitress ever came back to our table or apologized, or made eye contact.

Sure its difficult to do that when you’re dealing with agitated customers, but at a place like this charging exorbitant prices for the experience, you would expect the servers to have a certain level of maturity and grace.

It’s clear the waitress dumped our table on the busboy to clean up her mess and he was responsible enough to see us through. He was the only one to show us service that night and we made sure to tip him and only him.

Very clear to note that you are paying for the view.

Drinks are overpriced ($250-340) each, and waitress was really in mature, not giving us solutions but excuses.

Overall rating: 5/10 the view its great but...

Date of Visit: April 7, 2024

Disappointment Redefined: Our return to Cityzen, expecting a blend of excellent service and unique cocktails reminiscent of our last visit, was nothing short of a disaster. The chasm between the Cityzen we remembered and the one we experienced could not have been more profound.

Immediate Failures: Instead of a warm welcome, we were shoved next to a restroom with a demand of $1500 pesos per person for a decent seat—a ludicrous "upgrade" fee that's more suited to a scam than a reputable establishment. Expecting to share a memorable evening with family, we were instead treated to an upfront display of greed.

Hostility Over Hospitality: The staff's indifference evolved into outright hostility, making it clear they’d prefer we weren’t there at all. Waiting for an hour only for a manager to parrot back the same seating "policy" with zero empathy was the final nail. This wasn't service; it was a slap in the face.

A Disdainful Exit: Not a hint of remorse was shown as we walked out, disillusioned and insulted. It's baffling how staff this unsuitable for hospitality have jobs here. Maybe they’d fit better in a setting where customer service isn’t a priority because at Cityzen, it clearly isn’t.

To Mr. Cesar Robles and Cityzen Management: This goes beyond a bad night or a series of missteps. You're overseeing a venue that's spiraling down fast. The staff’s blatant disregard for customer satisfaction and predatory pricing aren't just alarming; they're cause for an immediate overhaul.

Your establishment has not only lost its way but seems to have forgotten the industry it's in. It’s one thing to have an off day; it’s another to make guests feel like they’re an inconvenience.

Consider This: To those thinking of visiting, save your time and money. There are countless places in Mexico City where your business is valued and your presence welcomed. Cityzen, sadly, is no longer one of them.

This isn’t just a review; it's a demand for change. Fix what's broken, or continue to lose patrons who once believed in what Cityzen could offer. Right now, all it offers is a case study in how not to run a...

We had a big wedding planning meeting with Sofitel’s event management team, and they personally recommended Citizen for dinner and even made a reservation for 4 people for us. We were seriously considering hosting our wedding after-party there.

Unfortunately, the experience was incredibly disappointing. When we arrived, the host (Leo) greeted us with a rude and dismissive attitude, questioning, “Who made you the reservation if you don’t have a room here?” He then left to confirm with someone and came back to seat us outside on the balcony even though it was raining and there were empty tables inside.

The table we were given was in a dark, wet corner, with three soaked chairs, scattered and unusable for our group of four. When I asked for a fourth chair, Leo simply said, “We barely have space for 3 of you, man,” with no effort to accommodate or assist. There were clearly other usable seats nearby, he just didn’t want us there.

It felt like we were being pushed aside, and unfortunately, we believe our skin tone played a role in the way we were treated. We didn’t just walk in, we were referred directly by Sofitel management. This was extremely unprofessional.

As we left, another employee (Alejandro) asked why we were leaving. I started to explain, but he cut me off, saying “Let me talk now.” Never have I seen such poor hospitality.

Because of this, we’ve decided not to host our wedding or after-party at Sofitel or Citizen. A simple dinner recommendation turned into a disappointing reminder that poor service and discrimination still exist, even at high-end hotels.

Sofitel and Citizen lost not only a dinner but a large wedding event and potential long-term guests. Management needs to take a serious look at their hiring, training, and the guest experience they’re...