The Ritz-Carlton, Mexico City

We stayed her for six nights in April. Beautiful hotel. The check in process may be a little confusing due to it not having a proper lobby like most places. That being said, our room was spacious, and the bed gave us a relaxing sleep every night. The staff is amazing. We had breakfast on the outdoor terrace with a great view. We dined at Lingling, their Asian restaurant with a great vibe. The gym was great. The last night my wife wasn't feeling too well, and they were able to send someone to the pharmacy to get medications. Amazing service. Would highly recommend it and would stay again.

My friends and I stayed at the Ritz-Carlton in Mexico City last month. The Ritz met all our needs - it was luxurious, stylish, the service was wonderful, the breakfast was superb - and the best part of it was the outstanding concierge service. They were incredibly fast and dedicated to making all our reservations. This review is a special thanks to the entire concierge team who made our stay so special - Paris Mejia, Alyssa Chein, Gabriel Flores, Francisco Jarpa

You would have thought a five star establishment like this would offer some basic standard of service. Alas this has been such a disappointment. My wife is still staying at this hotel as I write, injured, in pain, and mad. The reason for her injury was the horrendous design of the shower stall, which since her arrival two nights ago had always caused the entire bathroom floor to become flooded after a shower, an issue that her colleague staying in another room also attests to. Earlier this evening, as she came out of the shower, she slipped, fell, hit the floor, twisted her ankle, bruised her arms, and (after 12 hours now) is still in pain. We understand accidents do happen. But it is also how institutions show their true north in their reaction and response. This is what happened following her incident: 1) She immediately called the Front Desk for support. As she was telling them her case, she could not believe her ears when she heard other staff were laughing in the background at her misfortune! 2) She complained about the bathroom design, yet the Front Desk officer just kept saying “but this is our design… this is our design”, what the hell??!! She was offered the choice to change rooms, but if “this is our design” (and indeed as confirmed by my wife’s colleague who by then had come to her room to check on her), what’s the point of changing as any other room will also have the same problem too! 3) After half an hour of back and forth, my wife couldn’t get anywhere with the Front Office (though Housekeeping did come and mop dry the bathroom floor by then), she asked to speak to the Hotel General Manager. It was after working hour, and the staff refused to communicate the message. Despite repeated demands, they only said the GM will find my wife tomorrow when he is back to office at 8. But my wife has work commitments and will leave the hotel by 7. They said: “GM will get in touch with you by email then!” 4) They also said: “Or you can write to her directly” and gave my wife the email address! Is this the level of service Ritz Carlton has fallen to now? For a hotel that’s charging US$700+ a night (excluding breakfast), this absolutely appalling and unacceptable! We will avoid the Ritz Carlton brand like a plague from now on.

Absolutely five star in every way ! The hotel is beautiful , new , modern , incredible views, perfect location and a welcoming staff . My husband and I travel the world and it makes it to the top 10 of great places to stay ! I typically like a Four Seasons but I did my homework and the one in Mexico City was dated and needed renovation...so happy we stayed at the Ritz !

I'd reached out for a corporate reservation and never heard back...but now I'm receiving emails from third-party tour operators who say that I was referred by Ritz Carlton. I would've expected a better degree of service and discretion--I've never previously had a hotel sell my information so shamelessly.