We stayed for only one night but left early as we were so fed up by the lack of service we received here.
From the beginning, our experience was tainted as I had emailed the hotel directly to request a late checkout and they didn't reply. I chased the email and still no reply so I was forced to go via their central website address who then emailed the hotel for me, copied me in and lo and behold I received a reply.
Upon arrival, despite me pre-booking, pre-paying and the emails sent, they were not aware that we needed a late check out and the whole process took about 30 minutes to check in (we were the only people at reception).
You are then subjected to a very detailed explanation of the room from the bell boy, which borders on patronising (how to use the air con, where the hairdryer is in the bathroom, where the mini-bar is etc etc), which I suppose they think is 'good service'.
We had dinner in the French restaurant which although lovely, again generates such over-attentive service, it almost borders on being obsequious - after every 5 'sips' of your wine, they refill your glass, at the end of our meal when we were deep in discussion about something, the waiter tried to take one of our plates (I hadn't yet finished), then when we had both finished, appeared within seconds, took our plates, then interrupted again to 'sweep' our table of non-existing crumbs, then before we left the table, passed us a card for us to fill out to tell the hotel what we thought of his service.
The next morning we had an awful breakfast as part of the club room deal (omelettes which had been there so long they were rubbery and tasted of nothing, bread rolls which had been out so long they were stale, our order of tea being forgotten) etc etc.
We popped our head into the spa with the intention of booking a treatment but the young man on 'reception' was sitting in an empty room texting on his phone and barely looked up when we entered the room. We asked for a menu/ price list (there is no reference to the spa within the bedrooms, no price list etc), and he had only one copy of a moth eared menu in front of him which was only in Spanish, so we asked for an English one and there is apparently no such thing (in an international hotel????), so we left. He resumed his texting. If I was L'Occitane, I would not be happy to have my products even associated with this hotel.
The 'pool' is not a pool at all and is a large jacuzzi-type thing, so the one photo on their website is disingenuous at best.
The sink in our bedroom was cracked......I could go on.
But our main complaint, having had so much trouble to book (and pay for) our late check out, at 8.30 the next morning (after a virtually sleepless night due to non-functioning and very loud air con in the room), housekeeping went along the whole corridor knocking on everyone's door, including our own and walked into our room whilst we were still in bed (it was a Saturday morning), before retreating. Incredible!!
We didn't have the 'Do not Disturb' thing on our door admittedly, but you would have thought within an Intercontinental, that they could have trained their staff better to be quieter when carrying out cleaning services (normal check out is not until 1pm), and that they could have transmitted the details that we were on a late check out. No excuse therefore to be woken up in this way.
We received phone calls from housekeeping in the afternoon also, who were seemingly determined to get us out of our room, so we eventually took the decision to leave the hotel early and spend the time at the airport as a preference.
All in all, a very bad experience and we would not recommend this hotel on any level. We are usually committed Intercontinental Hotel fans so were utterly amazed how poor the general things were at this hotel and would recommend you to stay anywhere else in Mexico City. We had previously stayed on this trip at the Hilton (which was excellent); the contrast with this hotel was very stark.
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- Also Known As:
- InterContinental Presidente Santa Fe Mexico City