Camino Real Polanco Mexico

I am staying at here and had a frustrating experience due to poor service, lack of communication, and unprofessional staff. Upon check-in, I was assigned a room with two beds, which I did not reserve. The receptionist and manager insisted that I had confirmed this, which was untrue. Later, I discovered that the bed type I chose during booking was subject to confirmation at check-in. However, I never requested or confirmed two beds, yet the staff were dismissive and rude about the issue. The new room assigned to me was dark, with a broken bedside reading light that couldn’t be fixed until the next day, leaving me without proper lighting for my first night. The bedside telephone was also broken, which I discovered after missing two late-night calls. The next day, the receptionist was unaware if my issues had been resolved and asked me to pack my belongings to change rooms. While heading to pack, I encountered technicians leaving my room after fixing the light. The receptionist never followed up to inform me that I no longer needed to move rooms, which caused unnecessary inconvenience. Despite the light being fixed, the telephone remained broken, and I missed two more calls that evening. While the hotel’s architecture is undeniably impressive and has a lot of charm, the property is in desperate need of renovation. The dark and outdated rooms, along with malfunctioning amenities, detract from the potential of this beautiful building. These repeated inconveniences, the staff’s dismissive attitude, and the lack of communication and follow-up made my stay deeply unsatisfactory. This experience does not reflect the standards expected at a property of this level. I would not recommend staying here unless significant improvements are made.

Great service, great rooms, great location. Clean, safe, comfortable. Can’t speak highly enough of this hotel!

Antonio and Ruben at concierge provided amazing service end to end from check in to check out and luggage storage. Great value - location, room size, marble finishings in the bathroom, 24hr gym

I like the attention of the personnel to details and the location of the hotel in Polanco is very nice, the experience has very good.

We felt really safe there, service is impeccable. Room service is excellent. The only downside was to get charge 600 MXN$ for a buffet breakfast per person per visit while the rest of things is super okay on pricing level. Service at the pool for drinks was very slow but I mean, if it's just that we had a super great time. Everywhere else everyone is happy to help you with anything on the spot. I highly recommend staying at this hotel and would return if I had the opportunity.