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“A good hotel, let down by inexperience” 3 of 5 bubbles
Review of The Westin Santa Fe Mexico City

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The Westin Santa Fe Mexico City
Ranked #22 of 305 Hotels in Mexico City
Certificate of Excellence
London, United Kingdom
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
“A good hotel, let down by inexperience”
3 of 5 bubbles Reviewed April 5, 2013

I booked 4 days in Mexico City for a work trip, and booked it as a Holiday though British Airways, paying for hotel and flight in a same price.

The hotel is standard business fare, but expensive. Everything costs extra, even the WiFi. In 2013. Rooms are clean, breakfast is the usual, the porters are incredibly helpful though, and I recommend using the hotels taxis, despite the random pricing and mark-ups over normal prices (beware the extra 10% concierge fee for using a taxi though, they don't mention it upfront).

The laundry service in particular was excellent, as were fresh juices on the roof as the sun set.

The problem arose upon check-out when the front desk expected me to pay for my room on check-out. I explained that it was part of a package, and gave them my "room voucher" but they refused to accept it. In the end I reached over the desk and used their phone (they were telling me to use my cell) to call British Airways in London to resolve it. It transpired that the hotel hadn't know how to process a virtual credit card, so had ignored it when it arrived weeks earlier. After almost an hour, we seemed to have a resolution. BA had paid them over the phone and I
left, an hour late, for the airport.

A week later, the hotel charged me for the room, again.

  • Stayed March 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank OrchardTravel1980
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jose D, Gerente at The Westin Santa Fe Mexico City, responded to this review, April 10, 2013
Dear Sir,

We thank you very much for taking the time to share with the TripAdvisor followers your review about the experience you had at The Westin Santa Fe Mexico City.

We are pleased to know that you had a great experience with the service you recived. We also want to apologize for the lack of comunication we had with the airline, we have now the correct procedure that has to be done in the future.

We look forward to welcome you again and change the bad impression you experienced.

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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478 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4.5 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (56)
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English first
Long Valley, New Jersey, United States
Level Contributor
39 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
5 of 5 bubbles Reviewed March 28, 2013

A fabulous place to stay for business in Mexico City. Very safe location with a good variety of restaurants close by. Friendly staff and exceptionally maintained property. Concierge had a lot of good tips and car services were awesome.

  • Stayed March 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Dan P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, March 30, 2013
Dear Dan,

Thank you very much for sharing your positive comments regarding your recent experience at The Westin Santa Fe - Mexico City.

We appreciate taking your valuable time to send us your feedbacks which will be shared with my team as a recognition of their contribution to make sure your experience with us was enjoyable.

Looking forward to welcoming you again at The Westin Santa Fe in the near future,

Sincerely Yours.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Cologne, Germany
1 review
5 of 5 bubbles Reviewed March 7, 2013

Best hotel for business travelers, clean, no decor overload, very elegant. The hotel is located in the business district Santa Fe. Well trained and competent Team, friendly and everytime available to help you.

I spent there more than 100 nights in the last year and this shows how comfortable I feel here.

Only minus is that my room needed a little more lightening, as I like it more iluminated (Landus wrote ist also before)

In general I like it very much and I will come back.

  • Stayed March 2013, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank Michael_Cologne_2012
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, March 11, 2013
Dear Michael,

Thank you very much for posting your positive review about your long time experience with us. Having reached 100 room nights with surely entitles you to have a consolidated opinion regarding our services and product.
We will certainly llok into the possibility to improve the lightning in the rooms as we are aware most of our distinguished guests needs enhanced comfort to work properly.
I will be glad to touch base with you personally at the ocasion of your next visit in order to show my appreciation with your comments.
Be Well.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New York City, New York
Level Contributor
10 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
5 of 5 bubbles Reviewed March 5, 2013

Let me start by saying that the Westin Santa Fe has got a lot of things going on for them: great location, great new facilities, spacious and well designed rooms and very well trained staff that can be very friendly yet very professional. Therefore it definitely comes as my new preferred choice for accommodation in DF.
Nevertheless I have become accustomed in Mexico to stay in hotels that will always try to absorb some aspects of local culture and the ones that do it nicely provide great overall experience. In that sense, the Westin seems to have gone through a great length to make it look and feel like a great (but pure) Westin which could be located anywhere else in the world. For sure it does not change the positive overall experience but feels like a missed opportunity to showcase the amazing Mexican culture.
Lastly, as a road warrior, I have also gotten accustomed to get back to hotels after a long day and enjoy some time at SPG club lounges where they are available. It’s a great way to decompress and gain some energy for a business dinner or when you don't have the energy, grab a light bite and go back to sleep. I think the Westin Santa Fe customers would benefit greatly from that (there is not one available now).
I still give an excellent rating to the Westin Santa Fe because I don't consider these to be negative points but just opportunities for improvement. I always have great expectations for Westins around the world.

Room Tip: Ask for the East side view...if you wake up early enough, you will have amazing views when the sun c...
See more room tips
  • Stayed February 2013, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank RGF_Chile
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, March 11, 2013
Dear Trip Advisor Companion,
We really appreciated your thoughtful insight about your recent experience at The Westin Santa Fe - Mexico City.
The Hotel design responds somewhat to the corporate driven market where the hotel is located; While it features world branded Westin signature items and feel & touch overall atmosphere that can be found in other Westin hotels, we try to redeem the pilar values of our brand which are based on the Wellness of our guests: at the end of their stay we want our valued customers to leave the hotel in better shape than we they arrived; Combined with a special touch of Mexican Hospitality we drive loyalty, health and safety.
Regarding the Starwood Preferred Guests amenities and more specifically the question of the lounge, we offer to our Platinum Guests the option to have a continental breakfast served as a cortesy, on the top floor of the building, from the which one can be delighted by the same very view you mentionned one can enjoy from the room overlooking the valley: which means until the volcanoes that can be neatly seen in the morning, although located some 40 miles away.
I look forward to welcome you at The Westin Santa Fe in the next future.
Be Well
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Puerto Rico
Level Contributor
7 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed January 31, 2013 via mobile

Best place to stay if traveling for business. Great conditions. Great service and excellent choices to eat, walking distance. Prices are reasonable. Employees try to make the best effort, to make your day.

Only minus is that my room needed a little more lightening, if is dark outside or you keep curtains a little close.

  • Stayed January 2013
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
2 Thank Landus
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, February 4, 2013
Dear Guest,
We value your comments regarding your recent stay at The Westin Santa Fe and feel great that our services, location and proximity to a wide array of restaurant options generated a positive opinion about our property.
At the ocasion of your next visit to our Hotel, please make sure you mention your requirement for extra illumination in your room at check in so we can improve this feature in the room you will be staing in.
Sincerely yours.

Jean-Marc
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed January 29, 2013

Best hotel for business travelers, clean, minimalistic decor but elegant. The hotel is located in a new business district, very convenient to shopping, excellent restaurants, specialty boutiques and more importantly a very safe area.

  • Stayed January 2013, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank rsantos64
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, January 30, 2013
Dear Sir,
We thank you very much for posting your positive review about The Westin Santa Fe - Mexico City. We are delighted to know that all your senses were satisfied during your recent experience with us.
The Hotel is located in a very privileged area, with top notch restaurants at a walking distance, entertainment and shopping options of the best quality with no worry to think about the road traffic or safety.
We look forward to welcoming you again!
Be well
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dallas, Texas
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
5 of 5 bubbles Reviewed December 15, 2012

The best hotel for business stays in Mexico City. I would stay here even knowing I have to travel to downtown for meetings, the rooms are clean and well laid out, the staff very helpful and accommodating that they go beyond expectations and take the time to know your needs, food, preferences etc..

  • Stayed December 2012, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank Ricardo S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jean-Marc J, General Manager at The Westin Santa Fe Mexico City, responded to this review, December 17, 2012
Dear Ricardo,
We thank you very much for posting your positive review about your recent experience at The Westin Santa Fe - Mexico City and we definitely look forward to welcoming you again at our hotel to demostrate you that your choice for selecting us no matter where you work in the Mexico City area is still justified.
Happy Holidays and Be Well!
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 Westin Santa Fe Mexico City

Property: The Westin Santa Fe Mexico City
Address: Javier Barros Sierra 540 | Lomas de Santa Fe, Mexico City 01210, Mexico
Phone Number:
Location: Mexico > Central Mexico and Gulf Coast > Mexico City
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#8 Business Hotel in Mexico City
#8 Spa Hotel in Mexico City
#15 Luxury Hotel in Mexico City
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — The Westin Santa Fe Mexico City 4.5*
Number of rooms: 259
Reservation Options:
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Also Known As:
The Westin Santa Fe Mexico City Hotel Mexico City

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