Terraza Gran Hotel — Restaurant in Mexico City

We went to Terraza Gran Hotel, a place we had previously visited and absolutely loved. The first time, the food was delicious, the view was breathtaking, and the overall experience was so good that we couldn’t stop hyping it up to our friends. We were excited to return, but unfortunately, this visit was the complete opposite of what we had experienced before.

We arrived around 9:20 p.m. knowing the restaurant closes at 10:30 p.m. When we got there, the main door was locked, and we saw the doorman putting up the flags. He was almost done, so we waited politely. When we approached him about going up to the restaurant, he responded in an annoyed tone, saying, “The restaurant closes at 10:30, we don’t have tables facing the Zócalo, only in the back.” We were fine with that, but his attitude immediately set a negative tone.

While we were waiting, a hotel couple came by, and he let them in right away. After finishing with the flags, we asked kindly, “¿Nos puede abrir la puerta por favor para ir al restaurante?” He replied, “En un momento, primero tengo que terminar con mis deberes.” We understood, so we waited without complaint. Eventually, he called someone to check if there was a table for four. They said yes, but only in the back, which we accepted.

Finally, he opened the door and directed us up the stairs, saying “a la derecha.” As we reached the top, I stepped slightly to the left to take a quick picture of the hotel’s beautiful architecture, and he shouted again, “¡A la derecha!” so harshly that my husband told me, “Vente, no lo hagas enojar.” His tone was unnecessary and made the experience even more uncomfortable.

Once upstairs, we were told the bar was closed which was fine with us but when we reached the restaurant’s front desk, the hostess told us they were fully booked and had no tables available. At that point, we left, feeling frustrated and misled. On our way back down, the doorman smirked and said, “Ah, yo pensé que sí tenían,” almost as if he had wasted our time on purpose.

We had called earlier and were told there was availability, so the entire situation felt disorganized and unprofessional. What made it worse was the rude and dismissive treatment from the doorman, which completely ruined the excitement we had for returning to this beautiful restaurant.

Conclusion: What should have been a special night turned into a disappointing experience. The lack of professionalism, clear communication, and respect for guests left us embarrassed in front of our friends after we had spoken so highly of the place. Terraza Gran Hotel has stunning architecture and one of the best views in Mexico City, but unfortunately, customer service like this overshadows it all. We truly hope management addresses this issue because no guest should be made to feel unwelcome, ignored,...

Very unpleasant experience. We stayed in the hotel in of the suites and wanted to get a coffee which we said 2x to staff (at entrance and the waiter). The waiter said we were entitled a free welcome drink. Bit odd, but okay could happen to hotel guests we thought. They then tried to charge us for a full brunch which is bizarre because we did not have any food and we stated before that we wanted only the coffee.

After some argument we got the bill for the coffee and “free” welcome drinks (which is again fine, could be a bit misunderstanding after all), he then showed us a bill and afterwards added himself a tip on the machine of 15% without asking and which could not be seen on the terminal…

Honestly odd experience for such a fancy hotel. We are still staying here but are not planning to visit the rooftop anymore and will instead just go the neighboring hotel to have drinks.

UPDATE: we afterwards spoke to the reception about this at checkout and they took our comment very serious (even came back with the tip, which was not per se needed). But we really appreciated how they responded to this so hope this doesn’t happen anymore and can recommend anyone to stay at the beautiful hotel (this review is not about the hotel, just...

We had a great dinner, excellent service and attention to detail. The food was good, I ordered the salmon de pipian and a chile nogada. Coffee, a michilada and a carajillo. We had several different waiters and I asked to have my phone charged. I forgot which server I gave my cell phone so they could charge it for me so at the end of our meal as we closed out our tab, I asked for my cell phone back and the staff was in a complete panic. 😩 I not once was worried about it. Two members from management approached me about it, still I wasn't concerned. I knew and was positive it would show up. When it did the waiter was understandably shooken up and nervous. I felt so guilty, even though I was not the least bit upset or concerned for my phone because I knew for a fact it would resurface. Non the less, that was a big deal for the staff because of the cliental they receive and the outstanding service they provide. Which again I feel terrible about. So if management reads this, please know and you can confirm with the wait staff that I was not at all concerned about my phone. After all that's what insurance is for and I would've never expected that to come at the cost...