I rated this hotel a 4 overall because there isn't much to fault about the location, condition, comfort, etc. The primary problem that we had with the hotel was that despite our taking ALL precautions they still couldn't be bothered to make sure that my wife's allergies to feather pillows and comforters would be properly addressed.
When I made the reservation I was very specific that ALL feather-based bedding be removed PRIOR TO OUR ARRIVAL. I also called the hotel from the airport to reiterate the request. I asked at check-in and was told that the room had been taken care of. Well, they had made a half-hearted effort, removing MOST of the feather bedding from ONLY ONE of the beds. This would not have been so bad except that they still left a feather pillow on the supposedly feather-free one. Having traveled enough in Mexico I know that - as probably happens elsewhere - these requests are purposely addressed by housekeeping after customer check-in (see my review of the Grand Chapultapec Fiesta Americana) to preserve the opportunity for more tips (the life blood of Mexico - even amongh government service employees).
Anyway I brought this up to the front desk and was assured that the manager would be informed and would get back to me. Yeah, right. Never heard from him (her?). My wife barely slept, this after a very emotional visit with her cancer-striken mom who, by the way, was with my sister-in-law in a second room that we had reserved at the same hotel. My sister-in-law discovered that she, too, is very allergic to feather bedding. We called 3 to 4 times asking to have the bedding changed and as of 11 pm when I gave up waiting with them, it had yet to be addressed.
If you don't have feather allergies you will likely find - as others have - that the hotel provides service commensurate with the Hilton name. My concern is that management made no effort to contact us to follow-up on the situation. Either the front-desk person was just giving me lip service about having brought the situation to the attention of management or - as I suspect - they just didn't consider it to be all that important. After all that my wife, mother- and sister-in-law have been through over the last year this was the last thing that we needed.
I've stayed about 20 room nights in Hilton properties so far this year with still more to come, and I've got to say the Mexico City Hilton Reforma is my only disappointment with the brand thus far. Buen viaje!
- Official Description (provided by the hotel):
- Visit the heart of Mexico's historic center from Hilton Mexico City Reforma hotel, situated alongside the city's finest architecture, theatres, embassies and art galleries. Only a 20-minute drive from Mexico City International Airport, this Mexico City hotel is conveniently located close to the bustling financial and business areas. Our Hilton Reforma hotel is recognized as the best of Mexico City hotels - named 'Best Hotel for Business Travelers' by TripAdvisor - and boasts an impressive conference and event space that accommodates more than 4,000 people with ease. Relax in our 25-meter rooftop pool, work out in the fully equipped fitness center or enjoy a delicious meal in one of the three hotel restaurants offering international cuisine or at our lobby bar. ... more less
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- Also Known As:
- Hilton Mexico City Reforma Hotel Mexico City