W Mexico City

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.

Points for service levels, which are excellent. All staff was very guest-focused, collegial, friendly and not servile. Great gym. Great location. But...so dated. Like stepping back 20-25 years in time. And worn. Lots of evidence of a need for maintenance. The toilet ran, the shower was dank and lukewarm, the AC took hours to cool the room. You have to hold your card to the reader in the elevator for what seems an eternity. (I watched as many got frustrated and confused by it.) And the room and the hotel are, well, just really cringe, what was barely trendy back in the day and they decided to keep since anybody willing to pay for better would simply go right next door to the JW Marriott. Not bad for a cash-in of some points. Free coffee, gym, good neighborhood...but there are way better options out there...until they (will they?) give it a makeover.

We thoroughly enjoyed our stay at the W hotel in Polanco. We would highly recommend the hotel. The staff was excellent. We arranged a number of tours through the concierge. They were extremely helpful. The area in Polanco is excellent. Very safe area with many restaurants around the hotel. Also minutes from Chapultepec park.

When we booked the hotel it was important for us that the hotel has a swimming pool. However, it turned out that kids are not allowed to attend the swimming pool. It is very unfair that there was no any statement about this age restriction prior to booking. I had to find a swimming pool in the neighbor hotels and had pay to visit to visit a swimming pool in the next door Marriot.

Had some time to kill before a dinner on a work trip so went to the patio restaurant Trivvu and was served by Giovanny Valdez. I did not want to leave! Giovanny was so pleasant, kind, attentive. His recommendations for a snack and tequila selection were on point, he brought me a blanket because it was a little chilly, hung my purse. He was the best and really made the W sparkle with his kindness and service.