We recently stayed at the St Regis Mexico City. The hotel is luxe, modern, beautiful. Outstanding rooms, ultra modern, if small, lobby. Every high tech device you can imagine is available. The hotel is located right at the Diana Circle, on Reforma with terrific views from all rooms, the lobby, the bar area and the spa/pool.
The entrance area, where you arrive off of Reforma, is stark and, frankly, relatively unwelcoming. Yes, you pass through it for just a few seconds on your way to the elevator to get to the real lobby, and yes this is an issue for most all hotels where the "real" lobby is not street level and, yet, the one here is open, stark, white marble with just a couple of couches. The porters leave the doors open and, thus, if you need to sit down there for a couple of minutes the area gets cold. When we closed the large glass door, a minute later another porter opened it again. I surmise that is to give a "welcoming" feel.
The main lobby is also very modern, low slung couches, large windows. Pretty. During our days at the hotel we rarely saw more than one or two people seated there. The rest of the lobby area is not very large, smallish area for check in and the concierge's desk a few feet away. The Diana restaurant, where meals are served is also off the lobby. The room is very nicely done, high ceiling, spacious, service was good. There is also a King Cole Bar, as is found in all St Regis hotels worldwide. Its a pretty room and had patrons in the evening, locals along with some hotel guests.
Rooms are reached through high tech elevators. We had a superior room(s). They were large, well done, luxe. An incredibly comfortable bed. Comfy couch, large windows with views from a high floor, well stocked bathroom. Small bottles of water are left for guests, more are available if asked for. Housekeeping was good.
The bathroom for the room with a king bed was open, such that even the toilet was not separated from the shower or sink areas, no door, nothing. We thought that quite odd. Perhaps we simply aren't that modern. In contrast, the toilet in the room with two beds did have its own door. The shower area is nicely done; we thought it confusing. Three handles to control the water and hot/cold functions, none labeled. Nice small TV placed in the mirror over the sink. Even the hallways are luxe and well done. The phone system is also very high tech, you can do most anything with, including calling the butler, which each room receives.
The concierge service was generally good. Cesar was excellent. World class. Others, unfortunately, were not as knowledgeable, though trying hard to assist.
Our check in and check out experiences were not great. Check in in the evening took nearly 20 minutes. There were a few people checking in at the same time. But after a long day and watching dozens of keys pushed for our check in, the wait became comical. Check out was slightly better. At least ten minutes, with a few errors on the bill. Removing those took much time and the intervention of another person to assist the person checking us out. On the very upside, champagne is offered to guests on check in.
On the service front we had mix ups on room orders and, in particular, for our requests for taxis for dinner. On three occasions when I asked for a sitio taxi to be called we arrived downstairs to find the hotel SUV awaiting us. Three times. The hotel car service is about three times the price of a sitio cab, with which we feel completely familiar and comfortable. Every taxi driver we had in Mexico City could not be more friendly. The third time this happened I tried to call the hotel manager to discuss what was now ridiculous. After five minutes on hold he could not be "located." He never called me later that evening or the next day. The entire experience was unacceptable in a hotel of this caliber. Frankly, we felt the fools for actually declining the hotel's car service. If this were to happen in front of a client, at this business oriented hotel, it would be incredibly embarrassing. In turn, that same hotel car service which we used for a taxi back to the airport early one morning worked well.
The spa area is very well done, empty most of the time. Excellent new equipment. Great views. Nice indoor pool, with the same great views. Two smallish hot tubs. On two occasions they were both set at boiling, or near boiling. No one could put even their foot in the tub for more than a second or two. There was no temperature gauge to regulate.
The charge for internet service is 240 pesos, per computer. No exceptions, apparently. I asked. Thus, with a couple of computers in a couple or rooms the charge adds up fast. Frankly, we thought that charge was completely out of line. In this day and age internet service is akin to air conditioning and heat, which aren't charged for either. If they want to charge for internet service add it to the room rate.
Most employees were welcoming, and obviously seemed interested in their guests having a good experience. The hotel is still relatively new and no doubt some of these issues will resolve over time.
We also stopped by the Four Seasons one day, where we had stayed on prior trips. It is a very different feel, old world. More open, easy going. Great courtyard. Though the rooms are certainly not up to what the St Regis offers and the St Regis likely sets the luxury standard in the city as of now. Though we understand a Ritz Carlton also is being built nearby.
Location wise if you are focused on dining or walking a bit, in truth a location in Condesa or Polanco might be better. Traffic in DF is very frustrating.
We love the city and will return.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.