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“Extremely Poor Service”

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Grand Fiesta Americana Chapultepec
Ranked #23 of 313 Hotels in Mexico City
GreenLeadersGold level
Reviewed 24 March 2008

I would like to complain about the extremely poor service my family (2 adults and 2 children) received upon arriving at the hotel, after booking a room in the Fiesta Americana Grand Chapultepec on-line and having the reservation confirmed by Credit Card. We arrived at the hotel at approximately 7pm to find that the room we had booked with two double beds was not available. The receptionist told us that we would have to take a room with 1 King size bed and that there was no extra rollaway beds available. This would mean that 4 of us would have to sleep in one King Size bed which was totally unacceptable. We then talked to the manager and he said he would give us a suite at no extra cost but again this would only have 1 King size bed with no additional beds available. If we wanted two rooms which is the only way we could have sufficient beds, we would have to pay for the second one. I was extremely disappointed with the way this was handled and the manager was completely unhelpful and did not care that he had overbooked the hotel by allowing guests to stay longer than their original bookings (which was the reason the receptionist gave us initially to justify why our room was not available). This should have only been allowed if they had rooms available. We were in a strange city and then had to find another hotel at the last minute with two very tired children. I have never had such poor customer service from a hotel before and this would make me think twice before booking with this chain of hotels again.

  • Stayed: March 2008, travelled with family
    • Value
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Thank Aussie-in-Mexico
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandFiestaAmericana, Director General at Grand Fiesta Americana Chapultepec, responded to this reviewResponded 28 October 2016
Google Translation

Estimado Huésped ,

Muchas gracias por sus comentarios.

Lo esperamos pronto en Grand Fiesta Americana Chapultepec, Ciudad de México,

Saludos cordiales

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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259 - 265 of 977 reviews

Reviewed 16 November 2007

I just returned from Mexico city where I stayed at this hotel and was totally pleased with the sevrice. I arrived late at noght by and by the time I recived my reciept from the taxi, the porter had already noted my name from my bags. After the 10 second walk to the front desk, the attendant already had my reservaiton pulled and ready for my review. The room was excellent but I did not spend enough time there to truly enjoy it.

Two days later I was retuning to Mexico City and had my secretary make a last minute reservation. She failed to guanantee it with a credit card. When I arrived at 10:30, the manager advised me very professionally that the reservation had been cancelled and no rooms were available. Within 1 minute, he made a booking for me a the Marquis Reforma at the same rate as my Fiesta rate. The porter collected my bags, drove me to the Marquis and accompanied me inside to make sure all was well. While I truly enjoyed the Marquis which is a great hotel, I will more likely return to teh Fiesta Inn beacuse of how well they took care of me when I was not a guest!.

Stayed: November 2007
Thank GPSatHome
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GrandFiestaAmericana, Director General at Grand Fiesta Americana Chapultepec, responded to this reviewResponded 28 October 2016
Google Translation

Estimado Huésped ,

Muchas gracias por sus comentarios.

Lo esperamos pronto en Grand Fiesta Americana Chapultepec, Ciudad de México,

Saludos cordiales

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 October 2007

Stayed here in late September for my wife's birthday. The concierge (Arturo) helped plan a surprise for her, by having the room filled with ballons, flowers and a cake. It was awesome and he did a great job. I can't say enough nice things about all the staff, and the concierge in particular.

However, the hotel is in truth, just "nice." It's kind of Marriottesque. Safe, clean and comfortable without really engaging your senses in any way. The minibar and room service were very very expensive too which was a let down for Mexico.

So, overall, it's a nice place to be, without really being amazing in any one sense.

Stayed: September 2007
Thank HoustonLawyer
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 July 2007

I discovered this hotel on Expedia in January, and since then I have returned about six times to this hotel. I do continue to book through Expedia, because the rates are considerably discounted.

Service: excellent in all areas of the hotel.

Business facilities: good wireless and LAN connections in each room. Good business center facilities for copying or printing. Meeting rooms are also available in the business center.

Gym/spa: very good, small gym with treadmills, bicycles, stair stepper, and weights. Great view of the Chapultepec castle from the gym. No fee for guests. The gym is located right next to the spa, which offers massages and other spa services. For a fee, guests can use the locker room, which has both a steam room and sauna. There is also a hot tub in the spa area.

Dining: room service is good. The menu is kind of limited, but if you get tired of the options, there is a Camino Real within three blocks that has a variety of restaurants. And if you want even more variety, the La Condesa neighborhood is very close by, with a variety of restaurants.

I would highly recommend this hotel for business travelers or even tourists. The Chapultepec park is just right across the street, and the museum of anthropology is within walking distance, as are other art museums within the park.

When reserving, or checking in, see if you can get a room with a view of the Chapultepec castle. Some of the rooms have a great view.

  • Stayed: July 2007, travelled on business
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    • Business service (e.g., internet access)
Thank HollyWorton
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 June 2007

Stayed here or 1 night in March. A very nice hotel located at the edge of the park. There is not too many restaurants within walking distace of the hotel. Rooms were very large and looked newly renovated.

Used the health club at the top of th ehotel and it was not large but had good facilities. A minus however that they wanted to chargeme to use the jacuzzi. All in all a good business hotel.

  • Stayed: June 2007, travelled on business
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1  Thank PhiladelphiaCharlesW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 April 2007

My first business trip to Mexico City, April 2-5. A colleague had recommended the Fiesta Americana and I was not at all disappointed. I had a junior suite that over looked Chapultepec Park. The room was clean, quiet and very confortable. I found the staff to be very helpful and eager to please. The hotel was within walking distance of all of the great restaurants and shops in Polanco. Most importantly I felt safe at all times. I would highly recommend this hotel and will stay there any time I return to Mexico City.

  • Stayed: April 2007, travelled on business
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
2  Thank rlbmkg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 18 January 2007

We picked this hotel because of its location and great value. It is a short walk from the Museums of Anthropology and Modern Art, both great sites. Also, the Turibus stop is across the street, one block away. The accomodations were wonderful: clean, spacious, comfortable rooms; health spa; well equiped business center. A surprise was the great restaurant: apparently it has improved greatly since previous reviewers. We had both breakfast and dinner there, and the food and service were excellent. There is a nice wine selection and extensive variety of tequillas. We will definitely consider it when we return to Mexico City.

Stayed: January 2007
Thank neunepacan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Grand Fiesta Americana Chapultepec

Address: Avenida Calzada General Mariano Escobedo 756 | Colonia Anzures, Mexico City 11590, Mexico
Phone Number:
Region: Mexico > Central Mexico and Gulf Coast > Mexico City
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Wheelchair access
Hotel Style:
#6 Green Hotel in Mexico City
#8 Spa Hotel in Mexico City
#16 Romantic Hotel in Mexico City
#17 Luxury Hotel in Mexico City
#24 Business Hotel in Mexico City
Price Range: £92 - £202 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Grand Fiesta Americana Chapultepec 4.5*
Number of rooms: 203
Official Description (provided by the hotel):
When traveling to Mexico City, plan for an exclusive experience, surrounded by the Chapultepec Forest, one of the most beautiful spots in the city, and a stone's throw away from important business, shopping and entertainment centers. Stay at the Grand Fiesta Americana Chapultepec, one of the most beautiful hotels in Mexico, and make your trip an unforgettable experience that is as distinguished as you are. The innovative and elegant architecture of the hotel sets it apart in the city. A view of the Castle of Chapultepec can be seen from most of the 203 rooms and suites, making it impossible to forget that you are immersed in a city that is full of history and enchantment. It is a place where you can unwind in style, comfort, elegance and exclusivity. If you're seeking an enjoyable business trip to Mexico City, we offer three executive Grand Club floors, featuring excellent personalized customer service, private check-in, european breakfast and outstanding service at the exclusive Executive Lounge, offering drinks and select light snacks. One of Mexico's top restaurants is Salammbo, where an innovative ambiance combines with an exquisite range of contemporary international cuisine. To make your business trips to Mexico City remarkable, Grand Fiesta Americana Chapultepec features the elegant and functional "Castillo de Chapultepec" room, which hosts up to 250 people and is accompanied by impeccable service, to take care of every detail. Within the splendor of this already iconic Mexico City hotel, you'll have the chance to work-out at the fully-equipped gym or find a state relaxation and beauty that's only available at the stylish, elegant and comfortable hotel spa. ... more   less 
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Also Known As:
Fiesta Americana Grand Chapultepec Hotel Mexico City
Fiesta Americana Mexico City
Mexico City Fiesta Americana
Grand Fiesta Americana Chapultepec Mexico City

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