Camino Real Polanco Mexico

The place is lovely but desk staff :/ Morimoto restaurant is deliciuss, location perfect and breakfast very good

The stay was generally very good; the breakfast, when included, is perfect, with many and varied options. The only negative point is regarding the rooms. My room needed urgent maintenance. There was a drawer that wouldn't close and stayed open all the time because, even when putting it in place, the old furniture made it slide out again, and the toilet flush got stuck all the time. I had to adapt other 'tools' to make the flush button unlock several times.

Excellent property, please thank Guadalupe and Jesus at the Camino Club for the amazing service every day! We have stayed here 3 times and will keep coming back thanks to excellent service from staff like them and a great property.

. I wanted to share some feedback regarding my recent stay at your hotel in January 2026. I have been a guest at your hotel before and was very pleased with my stay in August 2025. It was a refreshing change of pace from the high-rise hotels like the Hilton, and I appreciated being able to open a window. The staff, especially the waitstaff at breakfast and the bellhops, were outstanding. However, my recent experience was quite different. While the staff remained friendly and helpful, my interactions with the front desk were far from satisfactory. They never smiled or offered assistance, and I felt as though they blamed me for an unpleasant issue in my room. On the second day of my stay, there was a terrible smell in my room. I called housekeeping, and someone came up to address the drains, which seemed to help temporarily. Unfortunately, the smell returned, and despite another attempt to fix it, the odor persisted. After a week, a different staff member identified the source of the smell as something in the air conditioning vent, possibly something that had died. I had been living with this issue for a week, and while I was eventually offered a room change and an upgrade, the new room was smaller and less comfortable. After hours of back-and-forth, I was finally given a more suitable room, but the front desk staff were not very helpful throughout the process. There were no offers of a discount or even a drink at the bar to make up for the inconvenience. In contrast, when I encountered an issue at the Hilton, they offered a complimentary massage as an apology, making me feel valued as a guest. At Camino Real, I felt as though I was in the wrong and received no apologies for the inconvenience. When I travel to CDMX for work, I usually stay for three-week periods, so comfort and good customer service are essential to me and my colleagues. While the general staff were great, the front desk team could benefit from improving their customer service skills. Given this experience, I will be looking for a new hotel for my future stays, as I believe our company and clients deserve better treatment for the money spent.

Staff, service, rooms and restaurants are all exceptional. When you call for room service, someone is there with within a very short time. Nice gym and close to Liverpool shopping centre. Business center manager is very nice and was helpful with printing documents.