I had an incredibly strange experience at this hotel. I am a Diamond member and clock about 45 stays at Hilton properties (mostly in the US). I stayed here with my wife and my sister-in-law the night of December 31. I know it is New Year's Eve but my overall experience is nothing short of strange. We arrived to the Mexico City airport around 6 PM. There is a Doubletree booth at the airport where you can let the attendant know that you are staying at the hotel. When I went to the booth, there is no one there. The lady in the booth next door who spoke no English went and found the booth attendant in the bathroom (prior to this we waited for 15 minutes). While it is certainly none of my business what she was doing in the bathroom for that long, the booth was unattended. When the lady finally arrived, she called the hotel to have the shuttle pick us up. The shuttle came in about half and hour. This is where more strangeness begins. When we arrived at the hotel, I asked if there were any upgrades to a suite (I was even willing to pay for the upgrade). I was told that the hotel is sold out and there were no upgrades available. OK, fine. Then we went to the restaurant to grab something to eat. The restaurant manager was reluctant to let us eat because the restaurant was reserved for a New Year's Eve party but eventually he agreed for us to eat there. The menu is only in Spanish and the waiters do not speak much English so we had to figure out what the heck the menu said. The waiter ended up googling the meal on her smart phone and showed it to us on the smart phone display so that we could know what we are ordering. Weird. The next morning around 9 AM on January 1 we went to the restaurant to have breakfast. There was not a single person there and there were no one at the restaurant to sit us down or anything. The place was EMPTY with a TV blaring. Another strange thing. Eventually, we asked the bellman to see if he could find someone to sit us down and the waiter eventually came out and sat us down. He told us VERBALLY what the menu was (despite the front desk telling us it was buffet breakfast) and he brought out some coffee which was cold (not even lukewarm). He went and heated it in the microwave. I told him I want fresh coffee and he went and brewed new coffee. Then I ordered some granola (keep in mind, there was no menu) and he brought out granola and a glass of milk. I asked him if the milk is 1%, 2% etc, he did not understand me. Whatever. My wife ordered an omelette which was more like fried eggs with some veggies. This was all done verbally - we never saw any menu. Then I asked the front desk how full the hotel was. I was told that right now there are about FIVE rooms are occupied. I asked why was it that I was told that there was no upgrade at check in. I was told that probably last night the hotel was full (not it was not). Whatever again.
Bottom line. The rooms are well appointed. The customer service is horrible. The front desk attendants either lie or do not know how to do their job. Will not stay here again until the service improves. This is not the level of customer service I have come to expect from a Hilton family property.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I´m glad to hear about your comments regarding the service you received at our hotel. I want to express a deepest apology for the inconvenience had on your stay at our hotel.
We read your comments and are worried about it because you as a Diamond Honor Member are one of the most important guest to Hilton, you should not have been through this, I´m aware that you felt strange at our hotel I´m going to follow up all the contributions that you advise in order to improve the service. Also we are working to ensure that our staff conducts itself in a manner that reflects the high regard that we have for our guest.
Thank you for comment this incident. We´ll be glad if you give us a new opportunity and choose DoubleTree by Hilton Mexico City Airport Area in your next trip in order to show you the best service and offered a rewarding experience.
Please if you need something related with our property don´t hesitate to contact me I'll be pleased to assist you personally.
Thank you very much, Best Regards
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.