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“Very nice hotel but I felt it lacked a soul”

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The St. Regis Mexico City
Ranked #7 of 305 Hotels in Mexico City
Certificate of Excellence
Austin, Texas
Level Contributor
35 reviews
34 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
“Very nice hotel but I felt it lacked a soul”
Reviewed June 13, 2014

This is a very nice hotel... Don't get me wrong. I just did not feel that everyone who worked there was that happy or was that excited to deal with their guests.

The hotel feels like it lacking a soul. I often would come around the corner from the elevators and walk by the front desk to see the staff grouped together talking about something. One time I came around the corner and the one guy worker had his hands on the female workers shoulders. It made me feel quite awkward.

Additionally, when they barged into my room to drop off the welcome fruit basket it did not feel very 5 star.

I am a SPG Platinum guest and have traveled a lot... and this hotel just did not 100% live up to what I thought it should.

Don't get me wrong... beautiful rooms, beautiful pool, nice gym etc but the lack of soul just made me feel empty... and when one travels alone you want your hotel to feel like a welcome home.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
6 Thank nychellzkitchen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 18, 2014
Dear nychellzkitchen,

First of all I would like to thank you very much for taking the time to review your last experience at our hotel. All of our guests’ comments are extremely valuable to us since it lets us grow in order to deliver experiences which surpass expectations. I have shared your comments at our daily morning meeting in front of our Executive Committee and Area Leaders, including our General Manager Mr. Bernard, who was surprised in listening these remarks, he has been constantly coaching our team in delivering excellent service with grace and heart but specially to make all of our guests feel welcome and at home, he has installed in all of us the importance of not only performing with excellence but with great warmth and heart. We always strive to make all of our guests feel at home and also to make them feel the hospitality of the Latin people, especially in Mexico. At The St. Regis Mexico City, we strive on creating everlasting memories which make our guests return to a welcoming environment. Please feel free to send your comments to Pilar, our Guest Recognition Manager at pilar.carreon@stregis.com, this way we assure you we shall deliver services which meets our main goal – to make you feel at home and taken care of.

We look forward to welcoming you back in the very near future.

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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936 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (148)
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English first
Amsterdam, The Netherlands
Level Contributor
18 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed June 7, 2014

Hotel is brand new, well maintained and super clean with excellent service at front-desk, concierge and bar restaurants;

Pro's:
- large rooms with nice layout bathrooms, seperate toilets, walk-in showers
- free wifi connection
- outside terrace with good bar service
- pool on topfloor, good water temparature and changing room facilities

I had a good rate that provided excellent value for money and would recommend this adress for any stay in the capital

  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Roland014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 9, 2014
Dear Roland014,

Thank you very much for you kind comments regarding your last day at our property. I have read your review in our daily morning meeting at 9:30 am in the presence of our Executive Committe and Area Managers, and I can assure you that we were all extremely glad to hear that you received excellent service at our front-desk, concierge and Diana Restaurant. We strive on offering all of our guests service from the heart, which places all of their senses in a state on levitation.

Thank you for recomending us and we look forward to welcoming you back very soon

Best regards,
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Warwick, United Kingdom
Level Contributor
257 reviews
123 hotel reviews
common_n_hotel_reviews_1bd8 202 helpful votes
Reviewed June 6, 2014

A very comfortable place to stay. The service is welcoming and pleasant without being too cloying. The rooms are lovely with everything you need. The pool on the top floor is tiny but spectacular - mainly because of the wonderful views. With 4 people in it would be squeeze, but find moment on your own and it is quite something. The gym is good and has super views too, The Spa is excellent but very expensive. The bar has an airy outside terrace also with great views. The main restaurant is grand but a bit dark and foreboding. If you can have breakfast out on the terrace its much more pleasant. Breakfast is really nice - wonderful fruit and yogurt.
Luckily I ended up on a room rate that included breakfast and internet connection. Make sure you do the same - internet connection prices are criminal!

Room Tip: Higher rooms have better views
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  • Stayed May 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Kingmaker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 7, 2014
Dear Kingmaker,

Thank you very much for taking the time to review your last stay with us. It is an honor to read that you enjoyed your time in Mexico City, I have read your review in our 9:00 am morning meeting in front of our Executive Committee and Area Managers, all of our associated were extremely proud to hear that you received great service from the heart. Thank you for your comments regarding Diana Restaurant and the Remède Spa, we take all of our reviews extremely serious to make sure we are listening to all of our guests needs and comments.

We look forward to welcoming you back very soon.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Las Vegas, Nevada
Level Contributor
26 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed June 4, 2014

Very nice overall with just one small complaint that although they have butler service, I didn't like having to bother the butlers for coffee and would love it if they had a coffee machine in room as an option.

The hotel staff was very nice and responsive to our needs.

Room was very nice and roomy. Location was convenient too. Would recommend it!

  • Stayed May 2014, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Carolyn C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 7, 2014
Dear Carolyn C,

Thank You very much for taking the time to review your experience with us. All of our guest’s comments help us improve in order to deliver a service which surpasses expectations. I have read your review in our morning meeting and all of our associates were delighted to know that all of your needs were met.

Thank you for recommending our property and we look forward to welcoming you back very soon.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Burleigh Waters, Australia
Level Contributor
8 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed June 4, 2014

The St Regis was amazing from the moment we pulled up. The staff were super attentive and the hotel felt luxurious from top to bottom. We took advantage of the pool and the kids club. The room was well appointed and the television in the bath area was a real hit with the kids. As we had a wedding in town, I took advantage of the onsite hairdresser who styled all of the families hair for their role in the wedding. We ate in the restaurant for breakfast and had an intimate dinner as well. the food was delicious, the waiters had good recommendations and the children were entertained. We also utilised their car service to get around. Would highly recommend to others

Room Tip: We had a room with floor to ceiling windows looking out over the statues, with a lounge included.
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  • Stayed July 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank Veryaudrey
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 7, 2014
Dear Veryaudrey,

Thank you very much for taking the time to review your last stay with us. We are extremely honored that you chose The St. Regis Mexico City to enjoy time with your family and attend a wedding in the city. We strive on creating lasting memories for all of our guests including children, and not only to experience luxury but also feel at home with service from the heart. Alejandra, our Remède Spa Director, was very glad to read you kind comments.

We look forward to welcoming you and your family back very soon.

Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Akumal, Mexico
Level Contributor
32 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed May 30, 2014

We had such a great experience staying at this hotel, totally recommend it. The staff and service was great, we really miss behave and they still were the nicest people. really recommend the sunday brunch with unlimited champagne!. The hotel is beautiful and the rooms are great as well. OMG that shower was awesome!. I want to live in this hotel!!!!!

Room Tip: If you are planning to stay there for a party weekend, is the best but it will cost you! ask for a s...
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  • Stayed May 2014, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Daveedchefservice
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, June 7, 2014
Dear Daveedchefservice,

Thank you very much for your time in reviewing your last experience with us. All of our associates are extremely glad to learn that you received great service during your stay. Javier, our Food & Beverage Director, had a great smile after learning that you enjoyed the Sunday Brunch.

We look forward to welcoming you back to The St. Regis Mexico City, your home away from home
.
Best regards,
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fairfield, Connecticut
Level Contributor
27 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed May 27, 2014

The St Regis is one of the best hotels in Mexico City - perfect Paseo Reforma location which is also a reasonable walk to Polanco. Very consistent and high levels of service. Terrific breakfasts and great JG Grill restaurant. All rooms have a butler service. Staff very professional and remember regulars by name. Rooms terrific and spacious and bathrooms big and luxurious.

  • Stayed February 2014, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank les W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Chantal G, Social Media & Marketing Executive at The St. Regis Mexico City, responded to this review, May 30, 2014
Dear les W,

Thank you for taking the time to review our property. We are very happy to hear that you thoroughly enjoyed your stay with us. I have read your comment in our daily morning meeting, in front of our Executive Committee and Area managers and all of our associated were delighted to hear your experience and the high levels of service you received.

We look forward to welcoming you back very soon.


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 Romantic Hotel in Mexico City
#5 Family Hotel in Mexico City
#5 Luxury 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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