W Mexico City

We stayed at the W Mexico City for one night last November after our flights were unexpectedly cancelled, and it turned out to be a very pleasant experience. Our room was spacious, beautifully designed, and very comfortable. The bed was excellent, the bathroom large and well appointed, and we had lovely views over the city from our corner room on a relatively high floor. All the expected amenities were there — complimentary water, coffee, and everything needed for a comfortable short stay. When we first arrived, we were a bit concerned about noise, as there were outdoor concerts taking place on both sides of the hotel. However, by the time we finished dinner, everything had wrapped up and the night was completely quiet. Thanks to our corner room location and higher floor, we slept very peacefully. The reception staff was warm, professional, and very accommodating. They were particularly helpful with restaurant and bar recommendations in the area, which we appreciated given the unexpected nature of our stay. The hotel bar offers beautiful views, but unfortunately the music was far too loud for us to comfortably enjoy a drink. It felt more like a nightclub atmosphere than a relaxed hotel bar. Before leaving, we only had time for the light complimentary breakfast. It was good, though somewhat oddly set up in the corridor near the elevators — not the most inviting space. Overall, we had a very positive experience. The hotel is located in a lovely neighborhood with plenty of restaurants, parks, and things to explore nearby. We would happily return for a longer stay under better circumstances.

Impossible to count the number of things wrong with this hotel. Oh and btw, we are Ambassador members at Marriott who had booked 3 rooms and this was our experience: 1) Upon check-in, our room category was downgraded without informing us or even apologizing. Basically a bait and switch. When confronted, offered 1000 points as compensation. LOL, a joke for anyone who knows what 1000 Marriott points are worth. 2) Upon check-in, no notification of hotel amenities, such as the speakeasy on the 25th floor or the snack bar on 11th and 15th. 3) At breakfast, we were told the espresso machine is broken when they can easily use the espresso machine in a different part of the hotel or just grab one from one of the rooms because every room has one. 4) On Day-1 of the breakfast told that there is only a buffet, nothing that can be ordered to the table only to find out on Day-3 that there is actually a full menu of food that is included with the breakfast and comes to the table. And the list goes on … 5) Dated property, room doors extremely hard to open, walls are scratched up etc. and the list goes on …

My husband and I stayed at this hotel for one week to visit Mexico City. Overall it was not up to the standard of other W hotels and we were disappointed. Here are our pluses and minuses: Pros: -good price, but now I know why it was so low -nice location in Polanco, though we would have rather stayed in Roma North had we done it again (was just all booked out) -responsive front desk with plumbing (fixed the water pressure which was horrible at first) -large toiletries in shower -good plugs on nightstands Cons: -decor outdated -not at all 5 stars as advertised, 4 at best -not like other more trendy modern W's -front desk issues: upgraded our room after we suffered through horrible noise issues and slamming doors of the housekeeping staff--but we were annoyed because we were supposed to get a free upgrade with our gold status and they apparently gave us an "upgrade" to the same room type at check in but on the "special" bonvoy floor with very disappointing snacks (chips in a bowl for a limited time etc)...only upon further complaining the next day did we actually get a room upgrade to a bigger one (turns out we had the smallest room in the hotel at first which we could see from the fire plan layouts) -didn't like that there was no carpet in the room -hallways kind of sad looking -had to ask 4 times to get extra hangers (manager finally fixed the issue) -weird layout with no door to the bathroom sink area just an awkward sheer curtain that did nothing -why only one robe for a couple?? -no good restaurant on site -no true rooftop/outdoor space

It has been 10 years since I last day that the W Mexico City and I was looking forward to a return visit. The hotel is still in arguably the most accessible and notable areas of Mexico City, Polanco. There’s loads of great shops and restaurants close by – or within walking distance. The city's very reasonably priced tour bus is also a short walk away together with the beautiful Chapultepec Park and its accompanying castle. On this occasion I was excited to have been able to use my nightly upgrade award (NUA) to a top suite at the hotel. The suite, situated on the very top floor of the hotel is split over two levels. The downstairs area is a lounge complete with dining table, half bathroom and balcony overlooking the city. Upstairs is a full bathroom and king-size bed. Despite being excited to stay in this room ultimately I found it to be having a major safety flaw as the accompanying photos detail. For some bizarre reason the hotel staff have decided not to fill in one side of the staircase with glass, that leads to the second floor. It means that anybody not taking care and attention could easily suffer a serious injury falling through the metal hardrails of staircase. Traveling with small two small children this was a risk too far for me. God knows what would’ve happened had one of them decided to ascend or descend the staircase at night with very low lighting levels. This is an accident waiting to happen and I’ve no idea how it has managed to bypass Mexico's already lax health and safety laws. I didn’t ask for any compensation from the hotel as a result of this oversight but I had to insist that I was downgraded into a regular room at the hotel. Once settled, the regular room itself was completely fine and comfortable with ample space for two queen beds. The room offered great views even from the lower levels of the hotel and it was a comfortable place to spend a few days in the Mexican capital. Since my last visit in 2015, the hotel now has a dedicated restaurant for breakfast, which I must say is of a superb quality. The buffet is particularly extensive with an abundance of hot and cold food options together with lots of Mexican fruit and pastries. The Titanium/Platinum benefit also allows you to order anything from the menu if the buffet is not to your liking. I was only at the hotel for a couple of days, but the staff really got to know us pretty well and referred to us by name. Impressive, considering we were only there for a comparatively short time. Apart from the safety issue with the bi-level suite this is still a good hotel to spend your time and I would have no hesitation in returning although I probably should have made more of the fact that I had wasted my cover it NUA only to insist upon a downgrade!

Dated hotel, not a 5 star property. Strongly advise you to stay away. In the middle of the night a loud sound started in my room and disrupted my sleep. I requested for a change of room and they had very poor customer service and told me they had no availability. Several of my collagyes had the same problem and checked out into airbnbs . Stay away.