The Ritz-Carlton, Mexico City

Had a nice 3 nights stay at the sleek,stylish, modern Ritz Carlton Mexico City. My room offered a terrace with views of Chapultepec Park, in addition to sweeping views of Mexico City from the 45th floor. The bed was very comfortable. Extensive amenities were provided in the spacious bathroom. Service from the hotel staff was always very kind helpful. A special shout out to Francisco who was very kind and welcoming. My only annoyance at the hotel was the elevator system, however after getting used to it, it’s a perfect way to keep guests safe and secure.

My experience with the Ritz-Carlton Mexico City has been exceptional. We arrived at the hotel very early in the morning, after a tiring red-eye flight. To our surprise, the front desk informed us that we could check-in immediately, at 6am, simply because the room was ready! It showed that they really valued taking care of their guests more than the policy. The level of service was truly amazing. I'd never experienced checking in 9 hours early. We were able to take a much needed shower and a nap, and took advantage of a full day to explore the city. This, I will never forget. The location is quite good, even though it's at the farthest end from all the places we planned to visit, such as Centro and Roma. But it's adjacent to La Condesa where some of the good restaurants are. And it's right against the park where the Chapultepec Castle is. The distance on the maps didn't seem far but it is. Going to Centro via bus or metro could takes 40 minutes. But the nice thing is, from the hotel, we generally take Bus 7 from across the street, or walk 10 minutes to the Metro. If you were to hire a car, I would suggest set your pickup location at Four Seasons to go East or South. We were stuck in traffic for 20 minutes in the 2 blocks immediately around the hotel. If you're there on a Sunday, don't miss out biking with Paseo de la Reforma right in front of the hotel. Bring your passport to rent a free bike, where you can find rental booths along the avenue. There was one 2 minutes from the hotel. Go early or prepare for the long wait as you would have to wait for others to return the bikes so they become available to you. The condition of the bikes weren't great but good on the company to provide it for free for everyone to enjoy this great event. There is also HSBC docked bikes around the city you can rent, which the bikes are more comfortable to ride because they are in good condition and you can sit upright. But they stopped taking foreign credit card for payment on the phone app that you have to download and register. Then there is our beautiful room. Still looks amazing after 4 years and my photos show it all. It is a corner room, super spacious with a sun-drenched bathroom. But no worries, the black-out curtains works fine and the door blocks the lights from the bathroom. In the bathroom, there is a curtain next to the tub, but no curtains in front of the sinks. I trust that the glass won't allow others to see in, even when I was standing in the sunlight by the sink. I love that bathroom. It felt amazing just being in there. I need to mention the service at Ritz-Carlton again. The guest service reached out prior to my arrival and learned that it was a birthday celebration. We were so happy to receive a delicious chocolate cake and a cute hand-written message that they kindly prepared. The concierge even was able to work their magic and secured reservations to a couple of hard-to-book restaurants on a very short notice. We had such a pleasant stay and everything exceeded our expectations!

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.