I was hoping for so much more from this property after reviewing the materials online; however,…read moreoverall, I was very disappointed and would never stay here again. It felt like an airport hotel from a more luxurious class/brand (which doesn't mean much). For ease of reading, I've broken my review down into two categories:
THE GOOD:
*The location is prime as Polanco is just a beautiful, well-maintained, and secure area of Mexico City featuring dynamic and fun restaurants, cafes, and shops within steps of the lobby.
*The view on the higher floors (I'd say over floor 15) is gorgeous, as CDMX is fairly flat in the center. You also get a great view of the air quality (which is usually quite poor)
THE NEEDS ATTENTION/NOT SO GOOD:
*The hotel seems quite old - it really begs for a full refurbishment, and you can see this throughout the property on most levels.
*There is ZERO follow-through on any service needs. I had a running toilet (24x7) and called down, and I was told it would be taken care of - not only was it not, but they never communicated back with any update. I had other maintenance needs that were not followed up on, even though the special check-in desk for members assured me they would be handled. Again, zero follow-up or communication, and every time I discussed it, it was as if it were new. None were ever fixed, which is not acceptable.
*The HVAC unit is locked for your usage. You can adjust the temperature, but that's it - no control of the fan or anything else, which is an absolute first time I experienced at a hotel. They seemed clueless.
*The guest rooms are quite small and appointed with older furnishings.
*Noise is a major issue here. The guest room walls are super thin - no joke, I heard 100% of everything from both sides of my room as if the people were in MY room. I'm a deep sleeper, but I continually got woken up by noise from adjacent rooms and from the street level, even though I was in the high 30's.
*The bathroom is tiny and unfortunately has mold in key areas, which makes me wonder how clean and well-maintained things are kept.
*The Do Not Disturb sign apparently means nothing - even on my check out day, I received knocks as early as 8A asking when I would be checking out (I guess), even though the check out is at 12noon and everyone should know this on staff. Then, an hour later, I get another knock with someone trying to open the door to service the HVAC unit. Totally bizarre.
*The breakfast - it's a buffet in a very small dining room, therefore guests are literally sitting within 2' of the food, which had no coverings. I witnessed guests coughing and sneezing near or over the food, which is why I didn't return after the second morning. The options are very sparse and low quality, and the food itself was not flavorful at all. Above all, when I asked for a latte (a standard at any hotel breakfast), I was told there would be an additional charge. I ordered it the first morning and wound up tossing it out and walking x to Starbucks.
*The concierge level lounge on 39 was fairly small, and again, with people sitting right next to uncovered food. No thanks.
*The room's Wi-Fi was a joke - you couldn't remain connected if in bed. This was tried with multiple devices, by the way, with the same results.
*The staff didn't really seem to care about my experience - and I'm a top-tier IHG member. They were not very welcoming at the start - not even a 'welcome' was mentioned. They sent me a text survey to rate how my stay was going, to which I responded with a 3 (out of 5), and nobody followed up to even care why not a 5 (which is what they should strive for), and lastly, when I checked out, there was not even a question about how I enjoyed my stay. Epic fail for a hotel team, and it's pretty clear they need to train their staff - especially front desk!
I think they need to give this property some legit attention, as it really needs it.
