Stayed recently at the W for five nights with my partner and have a mixed opinion. As a SPG Platinum guest we were upgraded to one of the Loft rooms on the top floor with a balcony and large floor-to-ceiling windows overlooking the city. Beautiful view and the room was nice, though the downstairs sitting and work area is a bit small. Enjoyed the usual W amenities.
But, in our first room the safe, the TV speakers, the printer and none of the telephones worked. So, we waited for a maintenance employee for a while, who eventually suggested to move us to another room. We agreed, and later received a tray with fingerfood and a bottle of Tequila accompanied by a letter from management apologizing for the inconvenience - greatly appreciate the gesture and apology accepted.
But, even though we asked for the second room to be inspected, many things did not work again. The TV speakers were broken and we needed to get them fixed, the balcony door did not close properly and someone had to repair it. The printer/scanner/fax did not work as someone had installed the wrong cartridges - we received the right ones, but I could not figure out how to get the old ones out and no one installed the new ones, so we had to use the business center all the time. And the iPod dock/speakers upstairs did not work properly either.
Also, during the summer storms and rains it gets windy, and the balcony door does not withstand these winds. It bends inwards and creates a gap between the frame and door letting wind and sometimes even rain in. Not great quality.
Additionally, we had to remind someone to refill our minibar with water on three occasions.
We also had a massage at the Away Spa, which was wonderful. The therapists were amazing and all our stress gone in an instant. Also, we could use a very nice jacuzzi, steamroom and sauna. Great facility!
Some criticism about the service, especially at the restaurant: When we showed up for breakfast twice no staff was to be seen anywhere and we had to fetch them from the kitchen to be seated. The waiter treated us with utmost respect afterwards, but this is unnecessary! The food itself at breakfast is at most average quality and in the US I would have sent the Eggs Benedict back.
At checkout I was very impressed by Diana who listened to all the things that went wrong, apologized and suggested a way to make up for the shortcomings, which we accepted. Greatly appreciate her service-mindedness and customer-orientation and for just listening to the problems.
Overall, I expect more from a 4.5 star hotel that charges $250 and more per night and it should not be necessary to experience so many shortcomings in the rooms and service. The W prides itself to be a hip top-end hotel in Mexico City and they should offer service that matches that.
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- Also Known As:
- w Mexico City Hotel Mexico City
- w Hotels Mexico City