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“Overrated - location & atmosphere are still a plus”

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Gran Hotel Ciudad de Mexico
Ranked #2 of 307 Hotels in Mexico City
Certificate of Excellence
Mannheim
Level Contributor
51 reviews
35 hotel reviews
common_n_hotel_reviews_1bd8 26 helpful votes
“Overrated - location & atmosphere are still a plus”
Reviewed January 24, 2013

We had booked one of the Executive Suites - the view out of the window over the Zocalo is amazing and with the central location the plus of the hotel.

The hotel itself is not recommendable -

reception - they tried to downgrade us, after we recognized this they provided us with the proper room, without any apology - the reception is very hard to reach from the room (you have to go down to be able to get the information needed) - the reception did not provide any additional information or the necessary wifi password by check-in, we had to request everyhting step by step
room/suite - the view is great - the rooms and the hotel have a very bad light concept, it always seems very dark - they do not clean everywhere (very dirty under bed, in the bathroom the clean around everything and also do not celan the corners), the couch in the sitting area was broke, the chairs need repolstering, the advertised dining area did not exist, the advertised entertainement system is a standard TV
other - the maid pushed us to leave the room within 30 mins so she clean it, if not no service for us this day. We had left the room early in the morning and came back in the afternoon for a short rest and had pretty much to leave immediately, the security staff could be friendlier, the restaurant Terrazza did not have any atmosphere

There are many more reasons why this hotel is for me not a 5 star hotel and therefore I do not recommend it as such.
The 3 points I give are actually for the location and the view to the Zocalo.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank reas_ma
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, February 26, 2013
We are sorry to know you felt displeased by the situations your report. Perhaps you would like to know that the Front Desk can be reached anytime by dialing the “0” button on the phones located in all of our rooms. You can call anytime to request any information or even assistance that you might need, including the Wi-Fi access that you mention.
As for the comment on our Cleaning ladies, we are deeply sorry to know you perceived the situation like this. Our regular procedures indicate that the cleaning on rooms is normally done in the mornings, for what our Cleaning ladies check the rooms early. Nevertheless when they see a “Do not Disturb” sign on the door, they avoid any contact with it. The rooms that were not able to be cleaned on mornings, pass to a second and last revision that is done on the evenings. If our guests do not accept it, the room unfortunately is not cleaned that day. This process, as all of our standards, was formulated thinking of the comfort of our guests so we appreciate the feedback we are receiving from you. We will proudly take your comments in count for future implementations and modifications so we can get a step closer to achieve our guests´ full satisfaction every time.
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (410)
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Fort Lauderdale, Florida
Level Contributor
24 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
Reviewed January 22, 2013

My first trip to Mexico City. Chose this hotel based on Trip Advisor reviews and was not disappointed...Great location and the rooftop restaurant is fantastic with the best view of the Square. Food is good. If you don't mind the noise, ask for a room facing the square, by 10 pm its quiet and Its fun to watch the raising and lowering of the flag by the national guard at 7 am and 6 pm. The Square is a gathering place for all sorts of things and we found it fun to watch..The room (king bed) was spacious and clean as well as the bathroom. The service was impeccable ! There is plenty to do within walking distance and it is safe ..Breakfast was included and was OK. The only negative was the bed was extra firm.

Room Tip: If you like to people watch, get a room facing the square, its a bit noisy at times but very enterta...
See more room tips
  • Stayed January 2013, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank BrokerGeorge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, February 20, 2013
It is a pleasure to know that in your first trip to Mexico City you have chosen us and that you had a nice experience. As you kindly write our location is privilege because we are at the heart of Mexico City.
Sometimes our guests find the beds extra firm because we have orthopedic mattresses in our rooms, but in these cases we can offer them some pillows from our Pillow Menu so they can have a comfortable stay. We dearly hope to receive you again sometime; maybe you would like to try this service for your next stay. We will always appreciate the opportunity to attend you.
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WashingtonState
Level Contributor
8 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed January 17, 2013

We've always admired the Gran and we booked when we found the discounted room rates for December 26th. There is no more central location than being in the Zocalo and having that incredible view from our bedroom's french doors was awe inspiring, truly in the heart of the city. The entire building is beautiful vintage, it used to be a department store in the early 1900's. The building has an enormous stained glass atrium and beautiful winding staircases (and elevators). The decor is kinda vintage luxe throughout, including a canopied bed, a first for me and my husband. The bathroom was plush and spacious and filled with amenities. The staff spoke excellent English and were super friendly, especially Irma Mabarak the concierge. Staying at the Gran is an unforgettable Mexican experience, I would definitely like to bring friends and family here to share the same experience. We were very comfortable, warm, and noticed no odors like one of the other reviewers. Our room package included breakfast which was nothing special but good and adequate.

Room Tip: Rooms facing the Zocalo and streets give you a great view and lots of noise, bring earplugs.
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank FridaFreak
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, February 20, 2013
We feel very happy that you enjoyed your stay with us and that you found our building inspiring, we also would like to thank you for your words about the staff because it help us to continue improving our service. It will be a pleasure to receive you again.
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Bucharest, Romania
1 review
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 15, 2013

There was a musty smell, a mix of odors of an old place equipped with bad ventilation. When we turned on the heat, the ventilation vent also brought in kitchen, and street smells. The temperature in the lobby was about 5 deg. Celsius. In the rooms was cold as well at night and in the morning. I told the Reception that we will move out, and they brought in electric heaters. The area surrounding the hotel may be a historical centre, but it is not very clean, and it is mobbed by poor people milling around to kill time. Beggars hang out at the door of the hotel and on all surrounding streets. Definitely, not a 5 star location. On the top of it, the big doors of the hotel, designed initially as a department store, are permanently open letting in all the unpleasant smells of the street. Given the cold temeperatures the bar in the lobby was most of the time closed. The metal windows of the rooms are very old, are not soundproof, and did not close properly, therefore there was a continuous draft blowing the curtains. The staff was OK trying to do their best under the circumstances. The concierge, Ms. Mabarak was kind and helpful.

  • Stayed December 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank peter_b129
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, January 22, 2013
It is a shame to know that the aspects you mention bothered you. About the smells you report we would like to mention that since most of our rooms have the option on freely opening their windows (some of them from the size of a door), exterior smells may enter the room when our guests do this. For preventing this we count with Air Conditioned systems that work by extracting the air from the room and replacing it with cooled air form the generators located on the ceiling.
As for our zone, we are deeply sorry to know you did not liked it. It is in fact a very safe and touristic area popular among families and foreigners. The streets are carefully maintained in relationship to their cleaning and security. Also we assure you that despite the fact the doors are open, our Security colleagues are always aware of this area.
Perhaps you would like to visit us sometime in spring, where the weather is warmer. We believe that all the external aspects you did not enjoyed from your last experience will be solved by staying on a Internal view room.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
London, United Kingdom
Level Contributor
7 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
Reviewed January 14, 2013

To begin with, the location of this hotel is the best. All the major sights are within walking distance and it feels nice to break the day and come back to rest in your room as its so close. The room was spacious and nicely decorated with period features and though we didn't have the Zocalo facing room, I guess it was better as there was too much noise for the New Years in the square. The room had all toiletries - yes all of them - toothbrush, mouthwash, shaving kit, gels, shampoos etc . One thing which can be improved is the dim lighting - Although it must be on purpose but lighting is on the low side.

The much celebrated lobby and roof are really a gem, so much so that there are regular visits from non-guests and locals to take photos. The Terrace restaurant is a must visit in this hotel - not the best of Mexican food but good food with best view. The staff is very comforting and helpful - Thats something which has been reflected in all the reviews.

We took a day tour to Pyramids from the front desk which they arrange with an external company for 40 usd - the tour was overall good although the guide left us at Pyramids to explore after explaining everything in the van. We gave this feedback to the guide and he took it graciously - Although this has nothing to do with the hotel. We didn't take the breakfast in the ground floor cafe as it looked unappealing especially as you had so many great and authentic cafes at your doorstep for a true Mexican breakfast.

All in all , a great choice .. If you are spending few days in Mexico city, dont look any further ..

Room Tip: If noise troubles you take double bedrooms at back
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  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank brutaladi
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Carlos R, General Director at Gran Hotel Ciudad de Mexico, responded to this review, July 12, 2015
We appreciate your great comment and we are glad you enjoyed your stay at our hotel and our elegant rooms. Indeed we have a great location in the heart of the city allowing you to explore the city and the main attractions of the area. For us it is very important to provide excellent service to make your stay more pleasant. We look forward to your visit again
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Gateshead
Level Contributor
347 reviews
59 hotel reviews
common_n_hotel_reviews_1bd8 114 helpful votes
Reviewed January 7, 2013 via mobile

We stayed here for 2 nights in early January. It is equipped to a very high level and all including the showed worked well. We loved the Terrace restaurant which has great views. The buffet was good rather than excellent . Very grateful to be able to leave luggage all day in left luggage. Overall great end to our holiday .

  • Stayed January 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank djne11026
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, January 9, 2013
We feel pleased to know that your stay with us was the perfect end of your holiday vacation. Our colleagues are always trying to achieve the satisfaction of our guests, which is why we are always looking for ways to meet all of our guests´ expectations. Like the luggage store service you mention. We feel happy to guard the luggage of our guests at our Front Desk in case they arrive a little before the check in time or after their Check out. This way they can perform different activities in a more comfortable way while they wait.
We dearly hope to welcome you again as it will always be our pleasure to attend you.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Level Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed January 7, 2013

Our room faced the Zocalo and we could toast the lowering of the flag each night and the turning on of the festive holiday lights ... quatro, tres, dos, uno ... and of course awoke to the raising of the flag which involves a military band. The room was very spacious and luxurious. We enjoyed a buffet dinner at the Terrazzo restaurant. I was surprised by the good quality food. The service was impeccable. Also, the location was ideal for visiting the National Palace and all the sites in the historic center. Not the most economical choice, but worth every peso!

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Don29205
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Irma_Mabarak, Guest Relations Manager at Gran Hotel Ciudad de Mexico, responded to this review, January 9, 2013
Thank you for your kind words and review. It was a pleasure for us to attend you and we definitely hope to have this privilege again sometime. Maybe for your next stay you would be interested in visiting our official website, where you will find the best rates available as well as different promotions. Also, by booking through this media, you enable us to offer you our Online assistance via email where you will be able to directly communicate with one of our executives in case you have any special requirement or doubt.
Please consider this option for your next visit as we would very much appreciate the opportunity of providing you a high-quality service even before your arrival.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Gran Hotel Ciudad de Mexico

Property: Gran Hotel Ciudad de Mexico
Address: Calle 16 de Septiembre 82 | Col. Centro Historico, Mexico City 06000, Mexico
Phone Number:
Location: Mexico > Central Mexico and Gulf Coast > Mexico City > Centro Historico
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Suites
Hotel Style:
#1 Family Hotel in Mexico City
#2 Romantic Hotel in Mexico City
#2 Luxury Hotel in Mexico City
#9 Business Hotel in Mexico City
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Gran Hotel Ciudad de Mexico 4*
Number of rooms: 60
Official Description (provided by the hotel):
Discover the Old World elegance of the Gran Hotel Ciudad de Mexico, an exquisite turn-of-the-century property perfectly located in downtown Mexico City. You can feel the history from the moment you step inside. From the Art Nouveau decor to the gilded open elevators and immaculate stained-glass ceiling in the lobby, every inch of the Gran Hotel Ciudad de Mexico pays tribute to the past while providing the comfort you expect from a fine luxury hotel. The palatial ambience continues in the guest rooms. Enjoy a unique blend of traditional and contemporary decor as you sink into a plush bed. Many rooms also feature stunning views of the vibrant Zocalo square just outside the hotel. You can also marvel at spectacular scenery from the Terraza Restaurant, which is perched on the fifth floor. When it's time to explore, ask our knowledgeable concierge for recommendations on the best shows, events and attractions in Mexico City. A 24-hour fitness area and well-equipped business center are among the other amenities you can enjoy. We also provide the perfect starting point for exploring everything Mexico City has to offer. Delve into Mexican culture at the Palacio de BellasArtes, explore Old Corpus Christi or embrace the charm of the Casino Espanol De Mexico. Stay at the Gran Hotel Ciudad de Mexico and savor a unique blend of comfort, service and style. ... more   less 
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Also Known As:
Gran Hotel Ciudad De Mexico Mexico City

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