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“Poorly manage”

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The St. Regis Mexico City
Ranked #6 of 306 Hotels in Mexico City
Certificate of Excellence
Schaffhausen, Switzerland
Level Contributor
21 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 24 helpful votes
“Poorly manage”
2 of 5 bubbles Reviewed April 30, 2013

We stayed for 7 days at the St Regis and it was one of the worst experience. I have stayed in the St Regis Rome before and it was great. I was expecting the same, but it was really dissapointing.
The ballet parking made me wait for 15 min before recieving us to do the check in, everytime we wanted to have the car they asked us, are you a guest of the hotel? i respond what if Im not... so they sent me downstair to get my car.
You have to go to the second or thirth floor to the reception, were agan they made us wait. Hotel Staff just had a bad attitude.
The consierge had no idea how to get tickets to a football game, he sent us to a dangerous place were turist shouldnt be sent.
The food is terrible, service at the restaurant is bad as well.
The only good thing was the room, beautiful but really noisy. Get a top floor if you are planning to saty here.

  • Stayed March 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank kura09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, May 6, 2013
Dear Guest,
We would like you to know that since our last contact with you, we are reviewing the mentioned incidents in order to always offer bespoke experiences. Nevertheless, we would like to again apologize for your disappointment during your last stay. Our Concierge is dedicated to complying with our guests wishes, however with some last minute requests we did what was possible to obtain these tickets, even offering to collect them ourselves, we sincerely apologize you found the supermarket where the tickets were located dangerous. At The St. Regis Mexico City we highly regard our guests security and comfort, from having various elevator filters and delivering services which exceed expectations.
We hope you may give us a chance to receive you again in the near future. All of our associates are willing to provide a bespoke assistance for your stay, anticipating every wish and request with discreet precision.
Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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910 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4.5 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (145)
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UK
Level Contributor
9 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 44 helpful votes
5 of 5 bubbles Reviewed April 29, 2013

I don't normally write these reviews. Usually stay in Four Seasons/Park Hyatt city hotels. This is without doubt one of the finest city hotels in the world. Room quality and bed superb, bathroom and shower especially impressive. Lifts with no buttons inside! Tablet menus for dinner. Food good but fantastic breakfast and extremely friendly and helpful staff. Spa was pretty good as well. Its rare you walk away with a faultless experience and think that the thing you look most forward to returning to in a city is the hotel!

  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank sydneyjones
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, May 6, 2013
Dear Guest,

Thank you so much for writing a review about us even you don’t usually do. We are very glad you enjoyed all the hotel’s features and passion for technology. It is very compelling to read that our associates have been friendly and helpful with you. We hope to welcoming you back in the close future,

Best Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
4 of 5 bubbles Reviewed April 28, 2013

My esposo arranged our stay at the St Regis for 7 days of our 40 day honeymoon. Tired of standing in a customs queue for 2 plus hours we arrived at the hotel tired & frustrated. After a glass of champange & seeing our room beautifully decorated with roses & rose petals...well, my fatigue just melted away.
The St Regis is a haven amongst the chaos of Mexico city, which I happen to love.
My only complaint would be the inconcistency of service of the room ( at times impeccable & other times failire to replenish lotions etc ) & the inconsitency of butler service. At times the butler was prompt & ever so helpful, at other times lacking in personality & delivery cold coffee!
The hineymoon spa package was fantastic!
The sommlier at the Bar was endearing & knowledgeable - thank you!
All in all, I look forward to my next stay at the St Regis.

  • Stayed April 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Trustingtraveller_8
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, April 30, 2013
Dear Guest,
We truly appreciate your kind words and are honored to know you were able to enjoy a couple of days of your honeymoon with us and relax at the Remède Spa. It is extremely gratifying to know we were able to relieve some of the stress from your travels and to create a romantic haven in your room. In regard to the inconsistency with the replenished lotions and butler service, we will be reviewing this and taking your comments into account to better improve on our service on your next stay.
We look forward to receiving you again in the near future,
Best Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Glencoe, Illinois
Level Contributor
84 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed April 25, 2013

A comfortable hotel on the Reforma that has spacious luxurious rooms at reasonable prices. Also, a wonderful restaurant serving delicious buffet breakfasts, efficient concierge service and a well trained staff that is focused on their guests

  • Stayed March 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank dbels
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, April 30, 2013
Dear Guest:

Thank you very much for your review, it is very gratifying to know that our staff was efficient and serviceable. We will be looking forward to welcome you as a guest and always with delicious experiences in our restaurants,

Warm Regards
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Bridgewater, New Jersey
Level Contributor
225 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 41 helpful votes
5 of 5 bubbles Reviewed April 23, 2013

It is difficult to add more positives to the previous comments for this hotel. It is a recent hotel (4 years and most of the current crew including the GM started the hotel) with all the expected sophistication in comfort and security.

Everyone from bellmen to GM is helpful and smiling. The concierge arranged for transportation to/from airport and driver/guide for the visits around the city (ask for Mr. Juan Martinez, he is a very knwoledgeable ex-professor of history and a great driver).

Restaurants are of great class but dare to leave the comfort of this fabulous hotel to taste the food in the rest of the city. Great experiences (see my upcoming comments on specific restaurants)!!

If you have to come back regularly here for business, you are entitled to my understanding that you have a very "tough" job!!

Room Tip: Views toward the Paseo de la Reforma enjoy a nice sunrise!
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  • Stayed April 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Axel8807
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, April 29, 2013
Dear Guest:

We cannot be grateful enough for your uncompromised words. Furthermore we are extremely happy to know that from the driver to the General Manager you felt assisted with kindness.
Thank you for your comments about Mexico City’s gastronomy, I wish you may continue having great experiences during your following visits, we will be waiting for your return.

Best Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed April 23, 2013

Great service, amazing views of the city and very clean SPA. Perfect for business or pleasure. The service was great.
They got us reservation for movies and a trip in globe to see the Teothuacan pyramids. Amazing concierge service.

Room Tip: XX11 are great
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  • Stayed April 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank BernardoHernandez
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, April 25, 2013
Dear Mr. Hernandez:

We are very pleased to know that our Concierge has surpassed your expectations with unique experiences along with Remede Spa service.

We will be glad to receive you again in the near future,

Best,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
San Antonio
Level Contributor
62 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 20 helpful votes
3 of 5 bubbles Reviewed April 21, 2013

Good service, but the hotel is located in front of the Avenida Reforma which happens to be very noisy. I had a room facing the street and there was a lot of noise in the evening and early morning coming out of the street. It is a shame that this luxury hotel does not have noise reduction glass systems. Other hotels from the same chain like the Sheraton in the Charles de Gaulle Airport are very quiet.
Also, the Exercise room has very little equipment. It is not at the level of other hotels like the W hotel in Austin or other cities. Really dissapointing.

Room Tip: Stay away from a room facing the street. Check if there is a parade or something happening that day...
See more room tips
  • Stayed November 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Francisco S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos F, Community Manager at The St. Regis Mexico City, responded to this review, April 24, 2013
Dear Guest:

Thank you for taking some time to review the hotel and for the lovely pictures you took.
We are sorry you experienced noise during your stay. Even though our building has noise reduction glass, because of our location on a busy avenue the noise created is sometimes out of our hands. In regard to the fitness center facilities, we apologize that you did not find enough equipment for your use, we will be taking your comments into consideration so we can deliver exceptional services in every stay.
However we are glad you are a Starwood customer and enjoy staying at our properties worldwide.
We look forward to receiving you again in the near future.

Best Regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The St. Regis Mexico City

Property: The St. Regis Mexico City
Address: Avenida Paseo de La Reforma 439 | Col. Cuauhtemoc, Mexico City 06500, Mexico
Phone Number:
Location: Mexico > Central Mexico and Gulf Coast > Mexico City
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Business Hotel in Mexico City
#2 Spa Hotel in Mexico City
#4 Luxury Hotel in Mexico City
#4 Romantic Hotel in Mexico City
#5 Family Hotel in Mexico City
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The St. Regis Mexico City 5*
Number of rooms: 189
Official Description (provided by the hotel):
The St. Regis Mexico City is located at Paseo de la Reforma, a key financial and business district as well as a center for social life in the Mexican capital. The hotel enjoys a strategic location in front of the Glorieta de la Diana Cazadora, a meeting point between the Bosque de Chapultepec museums, Polanco business district and the Centro Histórico. The airport is a mere 45 minutes away. ... more   less 
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Also Known As:
The St. Regis Mexico City Hotel Mexico City

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