W Mexico City

Just spent a wonderful week at the W Mexico City. The service by all of the staff was exceptional and warm from check-in through our departure. Be sure to include the breakfast buffet in your booking, which has a large selection of both Mexican and American offerings. Situated in the beautiful Polanco neighborhood, with lots of nearby shopping, parks, etc.

Unfortunately this time I have nothing good to say about my stay. First we find that the W Polanco is degrading a lot since our first visits. 1) The room we had was VERY NOISY, I could hear the walking of the clients in the room upstairs at 2 am for 2 days straight. 2) all the doors of the rooms when they close make a lot of noise. One night a client had an issue with the door, they called security who was talking loudly in the corridor (it was at night) 3) I asked for the room to be changed and I was told after 6pm I would receive a call. I waited untill 7pm and then I left the hotel for dinner…no change was arranged. 4) the room does not have any of the basic amenities a 4-5 star hotel should have. Slippers, cotton buds, shower cap etc. The batteries of the remote were dead. 5) one night we sat at the sofas at reception near the bar and nobody came to take the order. We had to go to the bar. It is very unlikely that I give a bad review but there were too many things together that made my stay quite unpleasant.

I am having my first trip to Mexico, just for 2 days in business. I choose the W Hotel in the Polonco area of Mexico City. The hotel is in a great location, is clean and meets all my requirements for a business trip. But more important is the quality of the staff. They have been great. Especially Rogalio, who welcomed me after I arrived following a 12 hour flight. Helped me settle into the hotel and organised things for me. The waiters and waitresses in the restaurant were very helpful. And Layta (hopefully I have spelt her name correctly) were all brilliant. I do not often write reviews. But the staff at this hotel do. Thank you for making my short stay memorable.

Very welcoming from the hotel & staffs, I will definitely come back again, I will like to recommended to my friends and colleague. Pleasant booking free and easy, hotel staffs friendly, loved the hotel decorated with the lights and also the restaurants

The W Mexico City is ideally located in a bustling neighborhood, surrounded by excellent restaurants, bars, and attractions, making it a great base for exploring the vibrant culture of Mexico City. The ambiance of the hotel is modern and chic, and Jasmine at the welcome desk stood out for her friendly and helpful demeanor, ensuring that check-in was a pleasant experience. However, our stay was deeply disappointing due to several service failures that overshadowed the positive aspects. Key Issues During Our Stay: 1. Delayed Room Availability: Despite arriving at 4 PM, our second room wasn’t ready until 7:30 PM. This delay caused us to miss a dinner reservation, an inconvenience that set the tone for the rest of our stay. 2. Room Condition: One of our rooms had a strong odor of fresh paint. We requested an air purifier, but it never arrived. We had to endure the smell for four nights, making the stay uncomfortable. 3. Inadequate Amenities: Both rooms were booked for two guests, yet amenities like slippers and bathrobes were provided for only one person. Even after multiple requests, no additional bathrobes were supplied. 4. Subpar Housekeeping: Housekeeping services were shockingly poor for a five-star property. A dirty towel was left on our clothes one day, and another day, we discovered a blood-stained bedsheet. There was no turn-down service or attention to detail, such as proper cable management or placing water bottles next to medications. 5. Poor Response to Complaints: After raising these issues, the hotel sent a cheese platter and a small bottle of sparkling wine—but only one glass, despite there being two guests per room. 6. Water Charges: It was frustrating that staff claimed water was chargeable, even though free water was available in abundance elsewhere in the hotel. While Chef Matias and Adrian Cedillo were polite and tried to assist, they seemed powerless to resolve the situation effectively. The offer of 6,000 Bonvoy points per room as compensation felt inadequate given the severity of the issues. As a Titanium Elite Bonvoy member, I expect consistent service standards regardless of my status. This stay fell well below expectations, with the blood-stained bedsheet and poor housekeeping leaving a lasting negative impression. We came to Mexico City for a relaxing vacation, but our experience at The W Mexico City marred our trip significantly. While the location is fantastic, the service and attention to detail need serious improvement to match the standards of a luxury property.