The St. Regis Mexico City

How the might have fallen.... ​If you check my previous review from a few years ago, you will see I once gave The St. Regis Mexico City glowing praise. For the past decade, this was my definitive home in Mexico City. As a top-tier Marriott Bonvoy member (Ambassador / Titanium), previous stays made me feel like royalty. The service used to be flawless. ​Fast forward to this week, and the standard of service has completely collapsed. To make matters worse, the room rates have more than doubled while basic hospitality has vanished. ​Here is what transpired during a simple one-night stay: ​Non-existent concierge communication: Prior to arrival, I received an automated, obviously AI-generated welcome email offering assistance. I replied twice to coordinate an airport transfer. Both emails were completely ignored. No response, no car. Consequently, I had to hail an Uber at the airport, waiting 45 to 60 minutes in heavy congestion. ​Zero assistance on arrival: When I finally arrived, there was nobody to assist with my luggage or help with my electric wheelchair. For a brand that markets itself on legendary butler service, leaving a guest with accessibility needs to fend for themselves at the entrance is inexcusable. ​No recognition or upgrades: At check-in, there was zero acknowledgment of my Marriott Bonvoy loyalty status. No recognition, no effort, and no upgrade whatsoever. ​Harassment of transport at departure: After check-out, I returned in an Uber to collect my bags. The driver initially received permission to wait briefly in the drive, but the bell staff reneged and forced him to drive around the congested block for 10 minutes. When I spoke directly to my driver, he explained the staff had aggressively insisted he leave. Bullying an Uber driver who is assisting your guest is the same as bullying the guest directly. This after rates have more than doubled. ​The signature St. Regis service standard has completely disappeared here, replaced by automated emails and indifferent staff. After ten years of loyal patronage, this was my final stay. The St. Regis is no longer my hotel in Mexico City.

This hotel is right up there with the best. Very well appointed room, first rate staff, very nice - and many - excellent food and drink options within the hotel. The front desk, butler and concierge services are outstanding. Shout out to Angel, the manager. Complementary breakfast by menu order or buffet was as good as they come. Top rated for good reason.

This was our second stay at the St. Regis Mexico City, and somehow we enjoyed it even more this time. There’s something about this hotel that makes you feel genuinely taken care of without ever feeling overly formal. The Butler Service is a real treat and one of those things that makes staying at a St. Regis feel different. But what really stands out is the staff. Everyone seems to remember your name, and as you walk through the hotel you’re constantly greeted by people who actually seem happy to see you. We couldn’t wait to get down to breakfast every morning. There’s a beautiful buffet, but you can also order from the menu, and sitting in the sunroom is such a great way to start the day. It became part of our morning ritual and something we genuinely looked forward to. The doormen are exceptional. Gabriel and Victor were particular standouts. Always there, always welcoming, and ready to help with absolutely anything. Those small interactions every time you come and go make a bigger difference than you’d think. And then there’s 6:00 PM. Every evening the hotel performs the traditional St. Regis Champagne sabrage ritual, opening a bottle of Champagne with a saber. It’s theatrical, a little extravagant and completely charming. We made a point of seeing it and it became another one of those things we looked forward to each day. Beautiful hotel, wonderful service and, more importantly, people who make you want to come back. After our second stay, the St. Regis has really become our hotel in Mexico City.

Very loud. Staff and breakfast are quite nice. Poor value relative to similar hotels.

My experience at St Regis in Mexico was exceptional. Impeccable service, beautiful design, refined lounges, and a wonderful sense of discretion throughout. The dining experience was a highlight , beautifully presented dishes, fresh ingredients, thoughtful flavors, and an attention to detail that made every meal feel special. Elegant, intimate, and effortlessly sophisticated. A truly memorable experience.