Marquis Reforma Hotel & Spa

Let me first off by saying that the grounds of this hotel and great, encountered some great amazing staff members from the front desk, valet parking and room service. Now let me start by saying I booked a superior master suite and I specifically booked this room based on the photos on their website, and their social media platforms. Upon arriving to our room to my surprise the room that we had booked was not the room that I saw upon opening the door to the room. I quickly went down to the front desk and inquired with them as to what I booked is not what I was given. The front desk agent advises that the suite category that I booked has 3 different rooms and it’s based on a first come first serve basis. I kindly explain that I had booked that suite solely based on the photos as we had rented the suite for my nieces big sweet 15 party on that Saturday and had makeup and hairstylist coming and needed the space and also the outdoor terrace for photos. She tells me that unfortunately that there is nothing that can be done as the suite that I had booked based on their photos is not available as it’s taken for our entire stay, I was extremely upset as I had many choices in Mexico City for booking a suite and I advise them that I specifically booked it due to the terrace and space and again I’m told it’s not available. Front desk manager steps in and was a little snarky at the beginning and after much advising them that on all their social media platforms and website the room type that I booked shows this specific room and no where does it state that it can be a different rooms upon check in. After much deliberation the manager upgrades me to the Marquis Suite free of charge which I was very thankful for. That was my first issue which was resolved with an amazing upgrade which I’m very thankful for, however my dissatisfaction with this property is on the day of checkout, upon checkout they see that we had tons of bags and gifts from party the evening before an as we are waiting for our car service I have the Bellman confront me in front of other guests that I had stolen a HANGAR from the room and that they needed it back. I was appalled by this coming from a 5 star hotel. After much thinking I came to the conclusion that the manager from the front desk checked who upgraded me decided to have someone from her team go and check to ensure that we didn’t steal any items. I have stayed at many hotels around the world and have never ever been disrespected in such a way. They should be ashamed of themselves for confronting a guest pertaining to a HANGAR!! In front of other guests, me and my family felt so disrespected, and disgusted by the actions of this front desk manager. Again the propert itself is amazing, the first bellman who helped us move from the first room to the Marquis suite was friendly, apologetic, professional kudos to him.

The good and service was great! We were coming from a long flight from the US and this hit the spot. Leon was amazing. So friendly. ❤️

The food was excellent and the fruit juice was so good and fresh. Leon was a fantastic server! We will definitely be back to eat lunch.

Spectacular service from front desk check-in, housekeeping, comfy bed, and friendliest service at Heritage Bistro,special highlights to Service Captain Elias, his crew will always greet you with the most beautiful smiles, especially Raymundo and former Nobu Chef Carlos, among other greats Joaquin- just absolutely amazing!!! Will definitely return.

Very good food, great atmosphere and super clean. Service was quick and great location. Our waiters Cristian and Leo were amazing.