Demetria Hotel

We have stayed at Demetria twice, most recently for our wedding week (including our guests). We encountered so many issues that I can say unequivocally Demetria has the worst customer service of any hotel I've ever stayed at. As context, this was an international Mexican-American wedding where most of the guests are Mexican or Spanish speakers. The hotel itself is impractical, pretentious, and too expensive for what you get. - The rooms are way too dark. Everything is dimly lit to the point of dysfunction and being hazardous. - The room designs are bizarre and vary wildly. E.g., showers, beds, and toilets right next to each other with no privacy, random dangerous steps you can't see because everything is colored black, giant TV stands protruding in the middle of the room at eye level, no closets or real storage – expect a single exposed clothing rack that could be in the middle of your bathroom. - The doors are motel quality and have gaps at the top, so you can see into the hallways (and vice versa) and hear every sound your neighbors make. It was disruptive and felt unsecure. - The rooms lack basic amenities. Many safes didn't work, there is minimal counter space/storage in the rooms, and forget about an iron, ironing board, or hair dryer. I've seen inside the Demetria storage closest myself, and there are maybe 6 total irons available for the entire building. - The A/C units don't work. The touchpad controls are just decorative. Changing the temps does nothing. Every room was freezing - The Wi-Fi is bad. Some rooms effectively have 1-bar of connection speed or none at all. Don't expect to work from your room. - Pool and bar areas look cool but no one works there or attends them. Hospitality and booking issues are where everything fell apart, ranging from disappointing to infuriating. BE WARNED IF BOOKING THROUGH A THIRD-PARTY SITE! There was zero warmth, friendliness, or helpfulness from the moment we arrived. We had a MASSIVE overbooking disaster that was handled poorly by management. Despite our guests booking Demetria Tower Suite rooms several months in advance, the hotel overbooked due to a city conference/expo going on that week. When our guests arrived, many were told their rooms were unavailable and were going to be forcibly moved to an entirely different "affiliated" property called: “Demetria Bungalows,” multiple blocks away. This is unacceptable for any hotel, let alone during someone's wedding week. Worse: - Staff were dismissive, argumentative and showed zero empathy - We spent over 4 hours on our welcome night arguing with them and on the phone with Expedia (Demetria would ignore Expedia's calls). - My wife and her sister cried from the stress - The Bungalows is clearly inferior (look it up, it's more like a dingy hostel or Airbnb) yet they still tried to charge Demetria prices - Only after hours of chaos did they “allow” some guests to move into Demetria suites – if they paid more of course. - This was mismanagement and, honestly, felt fraudulent. Fortunately, Expedia later acknowledged the situation as improper and compensated the affected guests. Other examples: - The manager chastised my wife – on the day of our wedding IN HER WEDDING DRESS for taking a couple of hallway photos before she left. Because “hotel policy does not allow photos inside.” Give me a break dude. - Months before our arrival, my wife had pre-booked their conference room on the second floor which has good lighting for her and the other girls to do their makeup and hair. The day of the wedding, they moved her to a different poorly lit bad room, likely because they overbooked. It was very difficult for them to do their hair and made the getting ready pictures worse. Disappointing. - Generally, the Front desk is unhelpful. Positives: - Great location in Colonia Americana - Lobby restaurant is pretty good - Valet staff were kind and helpful

Room and instalation ok. Personal is apátic, not kind in any way, i left a prescription medicine by mistake in my room and today no body knows nothing. So dont let your stuff out of the safe because it will get stolen.

Great Architecture, Poor Design. Huge room with tiny basin area with a faucet that sprayed on you and floor when turned on. Hot tub sized bathtub with house shoes but no robes. No amenities- no heat, no hair dryer, no blankets, no shower gel, no turn down service, no maps of city, rarely a concierge and front desk had zero information about coffee shops or restaurants. 15 minutes to find a blanket and get to us. Hair dryer had to be signed for to have in room.

This hotel is a paradise in the middle of the city. A lot of art objects and details, some special attention to small details as light, colours, decorations ... I consider it as an art hotel, where in each moment something new can be discovered.

Arrival was very smooth, check-in without any issues. Angel took us to our room and was extremely helpful. Rooms and hotel are modern looking and very stylish, we were placed on the 3rd floor with city view, loved the facilities. We were there for only one night, hotel needs to work on communication and procedures for late checkout in order to make proper arrangements with time, we were promised a call back and didn't get one until we call them back. We definitely will be back.