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“Many issues, most resolved, but expect more from a 4.5 star-hotel”
Review of W Mexico City

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W Mexico City
Ranked #25 of 312 Hotels in Mexico City
Certificate of Excellence
Reviewed 12 August 2010

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.

  • Stayed: August 2010, travelled as a couple
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2  Thank SFLeonce
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Reviewed 28 July 2010

The place is trendy and comfortable, we went there because the Lonely planet guide on Mexico recommend it and added the icon that kids were welcome. The lobby and restaurant are like night clubs, music is loud and light is weak. it is perfect place for singles or childless couples. NOT for families, even the restaurant has no suitable options for kids, the pool is not a pool but a big relaxation tub where we took our baby and employee Efrén Anaya ask us to leave because she was too loud... an 18 month baby!!!!. I felt uncomfortable all the time and don't recommend it for families.

  • Stayed: July 2010, travelled with family
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Thank AlineD2010
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 23 July 2010

W Mexico City was great. Good mix of attentive service and fun amenities. Nice, big rooms; good spa; restaurant was ok - though there are numerous excellent options very close by, eg Biko and Izote. Concierge was really helpful too. A very pleasant stay.

  • Stayed: July 2010, travelled as a couple
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Thank Pincut
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2010

well what can I say? this hotel ticks all the boxes, very clean, comfy beds, beautiful room and as pevious reviews have said a hammock in the huge bathroom FAB!!
we ate at the restauraunt in the Hotel and to be honest we expected something mediocre but instead we had a fabulous meal which has to rate as one of the best meals I have ever had (£60 for 3 people inc drinks). We travelled with trail finders and felt the room was quite expensive approx £270 and no breakfast. We loved it and would definitely have no qualms about staying here again.

  • Stayed: July 2010, travelled with family
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Thank possum13
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 9 July 2010

Great room had a hamock in the bathroom, staff was great and I loved the vibe and look. Its the only place I would stay in Mexico City.

  • Stayed: May 2010, travelled on business
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Thank rlarson1976
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 4 July 2010

Centrally located in Mexico City for business people and therefore ideally for a stay of a couple of nights. However, if you have to spend more than one month, client attention by the hotel management is very poor. Do not expect to get any special services or inquiries from the sales management team if you have special wishes.

  • Stayed: May 2010, travelled on business
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1  Thank freitob
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 30 June 2010

Had the pleasure of staying two nights this month at the W and was very pleased. I had stayed at several Hotels in Polanco in the past but first time at this W and was very happy. Rooms where nice and big, with the great W style hotel and nice views of the city. The hammock in the room was a big plus, and ofcourse the bar downstairs was very nice although a bit empty as it was during the week.

Only annoying part is paying for wireless service on daily basis, a hotel like the W which usually charges premium should include this as a standard service. I got a great deal on Expedia, and would certainly recommend this hotel for both business and pleasure. Great option to invite a client to the bar before/after dinner or for quick meeting in the lobby/bar area and plenty of good restaurants nearby.

  • Stayed: June 2010, travelled on business
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Thank jfloMiami_FL
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about W Mexico City

Address: Campos Eliseos 252, Mexico City 11560, Mexico
Phone Number:
Region: Mexico > Central Mexico and Gulf Coast > Mexico City > Polanco
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Wheelchair access Airport Transportation
Hotel Style:
#11 Spa Hotel in Mexico City
#19 Luxury Hotel in Mexico City
#33 Romantic Hotel in Mexico City
#39 Family Hotel in Mexico City
#48 Business Hotel in Mexico City
Price Range: £130 - £367 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — W Mexico City 4.5*
Number of rooms: 237
Reservation Options:
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Also Known As:
w Mexico City Hotel Mexico City
w Hotels Mexico City

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