The hotel staff tried hard, but management failed us. One morning we left after the maid had already knocked on the door. We assumed she would just come back, but she never did so the room was never cleaned. We asked two days in a row to be moved to a room with a refrigerator. The first day, they forgot. The second day, they moved us to a room without a refrigerator? We pointed this out and they said they would have a new room in a couple of hours and they would move us while we were out. Never happened. We came back with milk and no refrigerator. After waiting in the lobby to see if we could switch again, they told us no. I asked for 1 free glass of wine for my wife for the frustration and the answer was, “I don't think so!” Even though the beds in the new room were worse than the first one, we gave up so we could unpack. We also had an issue where the package on the website we used was for a superior room and free breakfast for kids. It turned out to be an "Adults buy one breakfast (130 pesos)" and then the kids were free. I had to put up a battle to get the one day’s worth of breakfast for the kids for free and the next day we had to buy the adult breakfast. I paid extra for this package and on my voucher and theirs, it clearly stated "Kids breakfast Free!" Bottom line - The staff, overall was nice, the rooms were small, but OK, the location was good, but on our next trip, we will stay somewhere else. There are a lot of great options in DF, so no reason to go where the customer service is lacking.
Rooms on the higher floors have larger windows. Only certain rooms have a refrigerator.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
August 29, 2013
We always appreciate guest´s comments. This is very helpful for us to change and modify somethings. Unfortunately all our rooms don´t have refrigerator as you mentioned so we offer an apology for the incident. About the free breakfast for the child is correct. It is mentioned in all the policies in the reservation . We feel very sorry to know you didn´t enjoy your experience with us. We hope you will give us an opportunity to attend you in your next visit to Mexico City.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.