Marquis Reforma Hotel & Spa

We had a pleasant 6 night stay at the Marquis Reforma. At check-in we used a different credit card than the one we wanted to charge for the full stay. Alejandio assured us this could be done, and we hoped his word was good. When we checked out Alejandio got the initial card switched to the one we wanted to pay on, as well as accepting Pesos that we had not spent. In our experience many American hotel reception desks resist changing a card once you’ve presented it. We were impressed that Alejandio was able to make this happen for us. This was our first visit to Mexico City. For an initial trip we felt the location was perfect. It was easy to get a taxi or Uber. We were close to most of the things we intended to visit. It was possible to walk to the Chapultepe Park, it was 15-20 minutes away and one needed to take a path that led to a pedestrian bridge over a major highway. Watch your step when walking as the sidewalks/manhole covers in CDMX are not well maintained. There are many restaurants in the surrounding streets and along the Reforma. We stayed in a Junior Suite. The hot water was hot, housekeeping was in daily with fresh towels, the sheets were cotton and we were supplied with 2 liters of bottled water a day. Being ultra-hydrated Americans, we went across the street to the 7-11 and purchased a 5-liter bottle to supplement our 2 liter hotel allotment. The room was missing was a bottle opener. The mini bar had a bottle of beer that needed an opener so we’d have thought a bottle opener would have been provided. The mini-bar fridge was not locked and had room for us to store a few things we wanted to keep cool. The mini bar had a Nespresso machine, if you went down to the lobby before 7 there was coffee available at no charge for early risers, but it wasn’t very hot. The restaurant in the hotel, which opened at 7, was staffed by a very professional group of servers. We had several breakfasts and dinner there. The breakfast buffet was large and worth a try, but if you weren’t going to eat a lot it was better to order off the menu.

I recently stayed at this hotel and, unfortunately, my experience left me disappointed. While the hotel itself had some redeeming qualities like the location. I cannot overlook the poor handling of an issue that should have been simple to resolve. My daughter accidentally left her shirt in our room when we checked out. As soon as we realized, I contacted the hotel to ask if it could be retrieved. I was assured they would look into it and get back to me. However, despite multiple follow-ups, I never received the shirt or even a clear response about whether it was found. What’s frustrating is not just the lost item but the lack of communication and accountability from the staff. A guest’s lost property should be treated seriously. While I may have considered staying here again in the future, this experience has made me question their commitment to guest satisfaction. I hope the management takes steps to improve their lost-and-found process so no other guest has to deal with similar frustration.

On my last night of three, I ordered room service. Gluten free pasta with vegetables. It counted as one of the worst meals I have ever eaten. They sent up plain rice noodles, and a few very finely sliced steamed veggies. No seasoning, no sauce. The tray came with some balsamic and some salt and pepper…. not enough to make up for what basically equated to a $30 usd instant noodle cup. When I tried to pay, the machine declined all of my cards. I was told that it was because I did not have a card registered at the hotel, they could not charge it during my stay (my wife’s card had been registered and she was not there). While not feeling well, I was then sent to reception because apparently you also cannot charge room service to your room, and I had no cash on me. I gave the person at the front desk my card only to be told that I would be charged 1000 pesos per day of my stay. It would eventually be refunded, but that I was to purchase some sort of credits…. It made absolutely no sense, and is nothing I’d ever encountered. Finally, I went searching for a cash machine, which was difficult to find, and paid for my overpriced cup of noodles. Upon my return home, however, I found attempted charges on my card in the amount of 509,000 pesos. Apparently, the trouble came about because the staff had attempted multiple charges equalling about $20,000 usd… the entire experience was ludicrous. In addition, the tap on our shower was loose and tricky to turn on. Its positioning does not seem to correlate to the temp of the water, so we spent a great deal of time trying to figure out how to do that. Turns out, it’s a confusing combination of turning the handle a full rotation clockwise and placing it where you normally would for cold. There’s about a 1cm, hard to find spot where we could get it to a comfortable place to shower, but it still remained fairly lukewarm most of the time. Speaking of lukewarm, that was about the temp of the water in the spa, where we paid to gain access, only to find the facilities to be very subpar. Though there’s a coffee machine in the room, you must pay extra to use it, and they also lock the mini bar completely, unless you pay additionally to unlock it for access to the fridge. For a five star rating (and five star pricing), I would have expected FAR better than what we experienced.

Arrived at spa for 2 sport massages..were told we could use the amenities…steam room, hot tubs sauna…well the sauna was lovely…the steam room had a jet engine in it spewing the steam..not very relaxing…the hot tubs were luke warm like a bathtub 15 mins after it was poured. The old guy on his cell phone watching youtube videos at full volume was nice as well. The massages were ok…at $200 each for 60 min I expected a pro massage. Went to pay and the machine was not compatible with Visa…after a call to my bank we realized it was a spa issue…so we waited 15 mins to get a modern machine and pay.. Overall pretty bummed. Went high end expecting high end…🙃

Was on a Business trip at this hotel and was upgraded to a penthouse room with a fabulous terrace. The hotel is a bit dated but the advantage of this is sometimes and particularly in this hotel the staff Amazing people, all very helpul and with a smile in their face The Concierge service is excellent, partularly amazed by José A. really helpfully in Booking great restaurants and giving options in each area. His knowledge of the city is priceless . Breakfast was really nice and exotic coming from Spain. Gym was very complete, though it was freezing there Would really recommend the hotel for the service.