Marquis Reforma Hotel & Spa

Really pleasant staff, really poor hotel. On the bright side, the staff does try to be incredibly sweet and attentive. Everyone except the reception staff (relatively rude) is so exceptionally nice and proactive. And the lobby is beautiful Besides that, - the rooms are dated, mine stunk of sewage from the bathroom - even after a maintenance worker came to try to fix it, views are backs of other buildings and the hotel just feels very past its prime. It definitely is not a 5 star hotel by any measure The one other thing that truly stood out was that this might be the stingiest, most barebones 5 star hotel I've stayed at - the garbage bins were dirty plastic, they gave provide a literal single towel that was then hung back up after use (for 'the environment' of course), and worst of all, charge you for the nespresso pods for the in-room coffee machine. If RyanAir started a 5-star hotel, it would probably be about as motel-like as this spot.

Wonderful professional staff. Elias was very helpful with answering all of my questions with translation. I enjoyed my stay and will come again!

Everything was amazing and hands down the best. Herritage cafe was an outstanding experience, food and service equally.

We recently stayed here for four nights in a Sky Suite. The room is very nice, but needs updating to address some “quirks.” There is a needed plug in on the floor that is elevated so that I kept tripping over it to access the coffee maker. They need to have an electronic control for the curtains, because to get them closed, you must maneuver behind the tv and the shower button was stuck and required maintenance to fix it. Customer service was a mixed bag. Most folks were excellent and helpful. Our checking was hand eles by a woman with the charm of an East German prison guard. She was extremely rude and unhelpful. However, the reason we won’t be returning was the last night. We were on the 11th (top) floor. Apparently there was a kitchen fire at about 7:30pm. We found out by smelling smoke. When we looked into the hall, it was so thick, we couldn’t see the end of the hall. No smoke alarm went off and no one was informing us of what was happening. We had to call the front desk and the woman said it’s fine. When I explained about the smoke, her response was to open a window, it’s fine. Seriously!?! There is no way I will be back here!

Although the Hotel Marquis Reforma offers superior accommodations and excellent service, this review is about the kindness and the human touch that one particular manager shared with a guest after her husband unexpectedly passed away while on holiday in Mexico City. Not only did Monica assist my mother in all the official steps required after such an event, she remained available and offered her continued assistance long after my mom returned to the US. Thank you Monica and the entire hotel staff of the Hotel Marquis Reforma for your kindness and aid when a suddenly widowed woman found herself alone and far from home. A 5-Star review does not do the hotel justice, but I hope it will give future travellers an indication of how the elegance and beauty of this hotel also extends to its exceptional staff. Thank you from the bottom of our hearts.