Barceló México Reforma

I had a wonderful experience. Staff was great especially the staff working at the breakfast buffet. One particular staff was exceptional, his name was Miguel Angel, he worked at the breakfast buffet downstairs and was very attentive to our needs. He went above and beyond his duties. I will definitely stay here again. I felt safe, relaxed and enjoyed my time here. Thank you for everything. You will see me soon.

Great location. Great breakfast included if you are a Premium Level guest. Premium level lounge is nice. Love the lobby and the elevators. Room was clean. That’s it for positives.|I decided on the second most expensive room offered at Barcelo Reforma based on the pictures showing a patio/balcony, I talked to the call center and confirmed the room had this. After some time and consideration I booked directly on the Barcelo website and at the time of booking I also made a request to be on the highest floor possible and a late check out if available.|I checked in and was shocked to find my room a “suite city view premium level” did not match the photos and also did not have a patio/balcony at all as previously confirmed and shown. My room actually matches the photos for the next cheaper room category “suite premium level” I was certain there had been a mistake and I returned to check in and was quite rudely told that my room was correct. As someone who suffers from claustrophobia I have never stayed in any hotel room without an outdoor space as this is extremely important for me.|There is apparently NO DIFFERENCE between a “suite city view premium level” and a “suite premium level” other than the cost based on what staff here have told me. My view is much worse than 50% of the rooms in the hotel as my room is on the 9th floor (despite my request months in advance) and facing no buildings of significance, the main part of the city is actually in the opposite direction.|As a myBarcelo member and repeat guest at Barcelo hotels this does not meet my expectations. It’s extremely misleading and as my booking is “non refundable” I can not cancel my reservation and use my money to find alternative accommodation at another nearby hotel or airbnb which I would like the opportunity to do.|The pool which was another deciding factor in choosing Barcelo over a competing hotel or Airbnb is also CLOSED for maintenance, there was no prior notice or warning or mention of this at check in. It wasn’t until I got my swim shorts on and decided to go relax in the pool that I was again let down.|I could not sleep until 2am on my first night as there was loud music coming from below so beware of noise, if you want a quiet place to stay this may not be it, especially if you are staying on a lower floor.|I have always recommended Barcelo to many family and friends who have been happy guests at other locations, but as of now I unfortunately feel let down and misled. If my room had simply matched what was shown, booked and confirmed I would be a happy guest instead of writing this review.|In short, book this hotel at your own risk, don’t expect the room to match the photos and even if they confirm something at the call center it could still be incorrect. Lesson learned for me, repeat customer lost for Barcelo.

Location was great, close the Monument of the Revolution the hotel itself was fantastic with friendly and helpful staff. The restaurants there and in the surrounding area were amazing having a Starbucks on the premises help if you wanted a quick snack or drink. I also enjoyed the complimentary water, beer and Pepsi they had in the room. I will definitely stay at this location again.

Rooms a bit dated - but serviceable; would not consider them 5 star quality. There was a poo in the toilet when we arrived in the room even though it had the ‘sanitised’ sticker. When going to the pool, there were a group of 4 girls who had taken over the majority of seats and were fighting on each other’s shoulders. The beds were comfortable and breakfast was tasty.

Rooms were nice, beds are a little tight for two people ( specially if you are not a couple). I still cannot believe that a five star hotel does not provide conditioner. 😵. Service is general was good, our party enjoyed the sauna. Location good also, near the city center.

Luv the hotel, unfortunately i called to ask if the pool was working because i kmow by experience that many hotels during winter they close their pools, they say it was working, so i reserve... front desk did not mentioned nothing about that the pool was not working, so find out by the bellboy on my to my room, i was so mad. When i checked out two days later i put a complaint to the receptionist and all he said i am so and thats it, he didn't care. You guys shouldn't advertised a service that i paid for and not get it... ii heard other guest complaining about. I was so mad because i specifically called to ask about the swimming pool and this what happened. I think i deserve a discount in my next staying with you guys.

I really want to like this hotel but I felt like a undesired guest. No welcome or information was provided when we arrived. (This is important because there was protest going on. We felt very safe during the protest but other guest received information on their room door that informed them of what was happening— we did not). There was also mistakes in their system that didn’t show our reservation (thankfully we printed a copy beforehand to show a reservation was made). We ended up in a handicap room on a low level with a promise to be put with the rest of our party later on but that never happened. We saw other guest check in to that floor so we know they could’ve done something. Rules were enforced on us that seemed not to apply to other guest. For example, we were “near” the bar area with our own drinks and they charged us per drink even though other guest had a 12 pack of beer right next to the bar. We also got locked out of our room for an hour. I don’t blame the maintenance team, they fixed it quickly but I had to go to reception 3-4 times to get someone to help. We mentioned all of this to the staff and we were told a manager would come and address it but the manager never showed. This is behavior of a 3 star hotel not 5.

I wonder how no one talks about the disco that is across the avenue. The sound goes through windows and walls, if you don't have earplugs, on weekends, you won't be sleeping before 3 AM. Talked to the reception on every day I heard the music "we can't do nothing". You can hear the pipes, the other rooms, the doors from other rooms. Definitely a 5 star hotel!

Came for 6 days, paid for 7 due to flight getting there at 3am. The only complaint I have of this place is that when we arrived, their system was down so we had to wait 30-45mins to check in. I get that computers break down but they knew we were coming and they weren't ready for us. We were a group of 20 ppl and very sleepy. We paid for the VIP rooms and it was SO worth it. The two locations for breakfast- 12th floor and the Lower level (LL) were great. Downstairs had more options - like a lot more. Staff were all very friendly and very accommodating. I utilized the laundry service and one item was free due to VIP status. They provide happy hour and snacks too throughout the day- very nice options. Just remember to take money for tips. The rooms were decent- not a fan of the key in the by the door to use the AC and any electricity- I had a roommate and if she left early, she'd take her key and leave me in the dark. Yes- communication between us was needed but didn't know all that would happen. Another not so great thing is that the hot tubs are openly connected to the pool so it's all one lukewarm temperature. The jets are crazy strong but the temp should be hotter. And the pool cooler. Oh well. The use of the dry and wet saunas were great. Need to ask them to turn on the saunas 30mins before tho- plan ahead. Location is great too. A short 20-30 min walk to the zocalo. I recommend this hotel.

La experiencia en el hotel es buena, siento que esta sobrevaluado y los empleados no están a ese nivel, los managers del hotel no están preparados. Si subieran el nivel tendrían más valor. No, ven por los clientes y sus necesidades. Piensan que solo ganar pesos seran mejores, y para ganar miles de pesos. En el lobby los trabajadores no te ayudan, parece que te van a regalar de su bolsa las cosas... Esta muy descuidado el lugar Enfin vengan a probar lo mal que esta este lugar Lol. Saldrán decepcionados

aqui las habitaciones de esquinas estan muy unidas, tres puertas juntas , cuando alguien entran y y salen es como si estubiwran abriendo nuestra puerta. Ademas, cuando las chicas que hacen habitaciones, tocan en esas dos puertas parece era en nuestra puerta, por lo demas todo bien. Las personas de la recepcion son amables, asi como todo eñ personal de lobby, limpiaza. Las chicas de LA FONTANA son muy amables, jacqueline y compania sabian ya el tipo de vino y bebidas que nos gustaba, se le agradece la atencion y la seleccion de platos diferentes cada noche. Here the corner rooms are very close together, three doors together, when someone comes and goes it's as if they were opening our door. Also, when the girls who make up the rooms knock on those two doors it seems like they were at our door, for the rest everything was fine. The people at the reception are kind, as well as all the staff at the lobby, cleaning. The girls at LA FONTANA are very kind, Jacqueline and company already knew the type of wine and drinks that we liked, we appreciate the attention and the selection of different dishes every night.

Lovely looking hotel that is smack dab in the middle of the city and walkable to so much! Most of the staff is pretty nice especially a gentleman by the name of Filemon Moruler. He was one of the few staff members that spoke good english and always helpful to me when I needed something which wound up being quite often...will get to that later in the review. Massage from Abigail in the spa here was great and they have a decent gym. They have a VIP access option for booking in which I took advantage of through hotels.com. It got me a free happy hour every day of my stay which was cool...food buffet was pretty decent and we got beer, champagne or wine. There is a nice hotel bar here as well as restaurant. Breakfast buffet on the lower level is pretty good. Now the bad: My first room (1403) flooded every morning I stayed in it. Whenever I flushed in the morning, water would come from outta nowhere from a drain near the sink....came with a terrible smell. I read about this room on hotels.com reviews, just didnt think I would get the room. Plumbing came to fix and it happened again...SMH. not sure what the deal is with the room. I was moved to another room (1218) on the 3rd day of my 5 day stay and it was nice, but a little smaller and no bathroom flooding. The only issue I had with this room is that the iron was damaged to where it ruined my white shirt. Once I placed the iron on the shirt, there was a pink burn. I looked at the iron and there was pink on it to where it looked like whomever had the room before me, tried to iron their clothes on the pink chair by the window. How did housekeeping miss this? I took it to the front desk and as always Filemon stepped up and got the staff to launder my shirt as best as they could to get the stain out. While it got a good amount of the pink out, not all of it was removed. Needless to say, I was not compensated in any way for this. I never received a new iron either. I partially enjoyed my stay, but not sure I would return here. Its a good spot but need to fix a couple things obviously.

Service: 3/10 - While the staff at the hotel were generally pleasant, the overall service fell way short of the standards expected from a 4 or 5-star establishment. A recurring issue with the hotel cards, which seemed overly sensitive, created a significant inconvenience throughout my business trip. Despite consistently assuring them that I hadn't placed the card near my phone or computer, I found myself having to go to the lobby 1-3 times a day to have it re-issued. Regrettably, the staff's default response was to question whether I had mishandled the card, an approach that felt inappropriate given the apparent hardware hypersensitivity of the card (Also, apparently the manager after speaking with her was well aware of this issue and they were "apparently" going to change their cards and locks next month. So, hotel staff shouldn't even question the blame on the client). Atmosphere: 6/10 - The initial impression upon entering the hotel is striking, with an interior that captivates compared to other high-profile establishments. However, the overall atmosphere was diminished by slightly outdated designs in the hotel room that I stayed at, and my office table exhibited noticeable water stains that aren't easily removed. Food: 4/10 - The culinary offerings at La Fontana, the restaurant located on the lower level that hosts buffet breakfast, presented a decent variety. While the menu featured an extensive selection, I found that some dishes fell short of the expected level of execution. Despite opting for the bundled breakfast fee each morning, I came to the conclusion that the additional cost might be better allocated to dining outside the hotel, as the overall dining experience did not fully justify the expense. Consider exploring alternative dining options for a more satisfying culinary experience during your stay. Value: 2/10 - At a rate exceeding $120 per night, the value proposition of this hotel is questionable. The wifi was also hovering around 12mbs and on some night, not usable at all - again, not something I would expect at a 5 star hotel at all. Much better services, atmosphere, and amenities can be found at other 4-5 star hotels in the area for a more reasonable price. The disparity in quality makes it difficult to justify the expense. I recommend you staying at Hotel Boutique Casa Prim or Le Méridien Mexico City instead which are both nearby in the same vicinity.

Right in the heart of the the city. Across Alameda Central Park. Great to see the Fay of the Dead parade. Not chip hotel. Very classy. Restaurant below with romantic seating. We were here during the end of the Day of the Dead. The remain display is still on the street. The lobby is beautiful. At night time, there is live piano performances. Ground floor has shop and restaurant. The room is located on the top floor. I would recommend to get floor above 10 floor to avoid lobby noise. Our room was comfortable. We enjoy our two night here for good reception. The hotel is at the center of the city. It was easy access to nearby restaurants and historic center.

I stayed here only 5 months ago, and the service has deteroiated. I was a traveling woman alone and the all men waiters were very attentive towards the other " couple" dinners. The food they had in their buffet was unacceptable. It was left out for hours on dirty metal bowls. I'm going to include the photos. The Barcelos competition on the REFORMA is The Meridian and the Hilton, to name a few. Their standards have FALLEN. IT makes you wonder what does the kitchen look like if this is what I was served at 8 pm, on Sat March 9 2024.

Stayed here for 4 nights when the San Francisco Giants were in town for 2 games. This place is really nice and well kept. The front desk workers are extremely polite and helpful. The room was very spacious and clean with a wonderful view of the city. They have a couple of restaurants which I did not try but looked appealing. Great location, very walkable and near public transportation. Overall great experience and will definitely be staying here again. Great hotel and an excellent price point.

Fantastic location! Walkable to every neighborhood, easy access to public transit. Reasonably priced mid range hotel, big bathroom, nice facility, the steak house connected to the hotel is also fantastic! World definitely stay here again!

We are currently staying at this hotel for New Year's, and many things have already been an issue. The water went out one day, the next day of fire alarm went off waking everyone at 4 AM. One day they ran short on towels. Also, there was a carnival outside that played music till 2 AM or no one could actually sleep. For the inconvenience we were offered a discount on food and beverage at the buffet. So you can save money if you spend money. Water's are no where to be found and the gym pool keeps every towel on lockdown. You have to sign waiver everyday you visit. Pretty much the customer service is garbage. Oh, and not to mention when you call the concierge desk from your room phone they just don't answer. Same with housekeeping. They take the call but never show up. Again I'm pretty relaxed with hotels but this place is a dump as it relates to service. The restaurants are great like Sonera Grill.

We booked their premium rooms, but their service is one of the worst I've ever encountered. Firstly, the key to the room did not work and it took 45 minutes of calling and going to the front desk for a useable key to be issued. Then, it was immediately obvious that the room was not serviced prior to us . Someone had seemingly just showered, brushed their teeth, and drank. From a quick glance, there was hair and other mess around the sink, the complimentary toothbrush was opened and used, the toilet was not clean, and the towels were used. Even after they sent someone to clean the room, there were still dirty mirrors and counters had cup rings and smudges. Additionally, there was no laundry bag. Then one of the towel hooks was screwed so loosely that upon placing one towel on it, the hook fell off the wall. The cleaning service the next morning was still bad. They did not replace the liner/trash bag in the bathroom and nor fix the towel hook. And our pajamas were thrown in a crumpled pile on the telephone. We requested a new room and it thankfully looks good EXCEPT PEE ON THE TOILET SEAT and blue toothpaste on the sink UPDATE: BROWN SINK WATER and the shower and toilet stopped having running water I do like the spacious marble bathroom though. The Wi-Fi is bad

The location is very central and convenient with two metro lines about 5 minutes away. The rooms are very spacious with a fridge, coffee machine and safe. Bring your own conditioner and lotion as you won't find any in the bathroom, quite surprising! The breakfast is nice and I would recommend getting it as part of your booking. You have to get an upgrade to access the rooftop bar, which I find annoying. There's also one one the ground floor with live music at night. The exercise room is quite impressive, and there's a spa,but we didn't use it. Overall, a good option for visiting the city.

DO NOT book your stay at this hotel. Not only was the service mediocre at best, the cleaning staff actually stole money from the safe inside my bedroom. I filed a complaint regarding the stolen money and was informed there would be a "thorough" investigation. The investigation resulted in no conclusions or accountability from the hotel. Please avoid this hotel if you cherish your valuables.

Clean clean clean to me and friendly and easy checkin and out but the only thing is when i tried to watch tv it was all in spanish.

This strikingly tall hotel has many good points, so going to upgrade it to a 4 star. It surprised me how nice it was given the affordable price we booked it as, which was 88.00, which included a queen size bed. We decided to upgrade to the next level for another 20.00 per night. Glad we did as it included breakfast at two different spots, which were both full breakfast buffets. They also included with the upgrade a happy hour of beer and wine as well as hors doerves, a late check out, 20% off the spa services as well. They have a nice pool, with 4 different hot tubs, which were really warm tubs, but the jets felt good on my sore muscles. On the somewhat disappointing side, it took a few times of asking to get extra pillows. The front desk staff is good at giving lip service, with no follow through. We finally got some from the house keeping staff when we saw them outside our room. The internet is pretty slow at times. The view from our room was spectacular though!

Went to the Barcelo 06/24/2022-06/27/2022. This is always my pick when I go to CDMX for a medium to low cost hotel. It has a great location, walking distance to many tourist sites. Staff and hotel are always amazing. If your going for any parade try and get a room facing Ave Reforma. You will be able to watch parade from your hotel room in the even the weather is too cold, hot or rains.

My wife and I had stayed here for two nights, and we had a decent experience. When we first walked into the hotel, we were awestruck with the amazing lobby and reception area. The lobby is the height of the entire building, and in the center rests a really cool sculpture. It really is beautiful. The room that we were assigned to was nice also, and all of the furnishings and bathroom fixtures were updated and modern. The matress seemed to be fairly new, and we both slept peacefully for the two nights. We also had a great view of Reforma Avenir and the southern part of the city. There is a nice Cafe and bar section located within the lobby as well, and we especially received great service from the person working in the cafe. The rest of the hotel staff who we had dealings with were professional, but not the friendliest. It's definitely a four star experience here, and we enjoyed our stay.

The room was dirty with hairs in the restroom and a lot if nail clippings by the bed and there were cigarette buds under the bed. The fridge never cooled. Also, the doorman would never even greet us, help us with doors, or luggage, and ignore us. He would always look at us mad and stare us down because we were Mexican American. He would always make faces when he saw us like if we were less to him and had no money. He would only treat other guests over the top if he saw their from other places. We felt quite discriminated.

The hotel is a bit dated, and the beds were fairly small fulls instead of a queen that I would normally expect in a double-double room. But overall the hotel is pretty good and is in a great location.

Good location, not too far from the Zocalo. Staff was really helpful, got early check in and late checkout. Got a suite which was nice and there was happy hour and snacks in the evening along with breakfast buffet in the morning included. Only did this once during our 3 night stay as there is too much good food to find outside. Already booked another stay here for May.

It was great to be back in Mexico City after so many years. This hotel is really nice and well situated. The pillow and the bed are so comfortable. Lots of amenities nice gym and pool. Amazing stay !

So very happy to be traveling once again for work and it was wonderful returning to Barcelo. The rooms are so spacious, clean and comfortable. There are numerous amenities and a private lounge with happy hour for their club members. The gym has multiple options including reformer Pilates machines, which is very rare to find. They have 4 restaurants on site. I recently ordered room service from the taqueria and the pastor tacos were phenomenal. I'm so pleased. I will be returning in a couple weeks and cannot wait. Next visit I will update with more of the amenity options and pricing :)

The rooms have been recently renovated it and so they are pretty nice now I just had a minor couple of issues which prevented my stay from being perfect. First there is no where where one can refill one's water bottle with safe drinking water. I asked the front desk about it and they confirmed that there is no place where you can refill your water bottle anywhere in the hotel. It would be nice if there was a water fountain somewhere Where you can safely get some drinking water from Also, I had an issue with the central heater of the room and front desk said that they were going to send somebody to check it out but nobody ever came. The heater eventually started working on its own. Other than that the nicely renovated rooms are certainly appreciate it.

If you happen to be in DF, and you need a nice, comfortable traditional hotel, stay at the Barcelo Reforma! Staff is friendly, polite and professional. And the food-amazing! I had chilaquiles for breakfast-fresh and hot, complex flavors-not your typical room service breakfast!! Enjoy!

If I could leave no stars I would! The staff was horrible and rude!!! Definitely would not recommend to anyone. They were nice when you first check in but throughout was horrible. They didn't even change the blankets until we asked them to and we were on our 4th day of our vacation. And check out staff was horrible. And it definitely wasn't a language barrier as I speak Spanish. Service was just horrible never staying here again!!!

This hotel is beautiful in the central of Mexico City. Now my rating is just based on comfort because while in Mexico they where in a COVID lockdown till the 11th. Overall, I would come back to the hotel, the 12th floor has a private area, that host cocktail hour. All you can drink beer for like 12 dollars. With that said, I would like to visit other hotels within the company's chain because the bar is high. ***Note: This rating is based on a one night work stay. I didn't get to go out in to town or visit the amenities within the hotel.***

Update: If you use the hotel's cab service, avoid the old guy with grey hair! There is only one old guy that works there and he has a mustache. He took us to the wrong side of town and dropped us off at the wrong restaurant. We repeated told him Luis Cabrera square and he even asked the bellhop for directions. Despite getting directions from the bellhop, and my wife who speaks Spanish, he still took us to the wrong place. When we pulled up the location on our phones he started acting like he suddenly couldn't understand our Spanish despite having a 10 minute conversation with him on the way there. Then, he tried to short us our change. The ride was 130 pesos and I gave him 200. At first he acted like no change was due, then he only gave us 40 pesos. As a professional driver, he should know the city, or at least be able to follow directions. Also, there is no excuse for trying to steal. We always tip well. Our stay at the Barcelo has been great. The room has been recently remodeled and everything is clean and comfortable. The staff has been extremely accommodating so far, and the property even has a Starbucks onsite. This hotel has a Spa which was our primary reason for booking here. Our massages were excellent and the facility was clean and nice, however there was an additional charge to use the Sauna and Steam room which seemed unreasonable. The massages were 1500 pesos each (or about $80 US dollars). The main restaurant has a great view and excellent drinks, we tried a few appetizers which were really good, but we did not stay for dinner. Each morning until noon, the breakfast buffet is free and it has a great variety of options - everything from an omelette/smoothie station to cereals, yogurts, juices, etc. I would stay here again. The location is very safe and close to lots of amazing restaurants. Room service is also 24/7 and they also have a currency exchange in the lobby so you don't have to use a bank on the street. Please note, when you do your first exchange, they give you a coupon for a better exchange rate, so I would only exchange $20 the first time, then come back with the coupon and exchange the rest.

I would give this hotel a 4-star review, but took away one star for the horrible experience I had my first night with noise. Read on to find out more. The hotel is gorgeous from an architecture point of view. There are a few restaurants in it but they're nothing to write home about, so I encourage you to go out for food. MX City has some of the greatest restaurants in the world! Room service is average too. The staff is very friendly and the property is super clean. The gym is decent and so is the pool, although the latter is often crowded with screaming children. The weirdest thing is that they charge you to use the steam room, but the sauna in the locker area is free. My biggest annoyance during my stay was this loud siren-like noise I heard our first night there. I called the front desk several times asking them what's going on and they didn't do anything about it, until about 4am when I started going insane and couldn't take it any longer so I yelled at them over the phone and asked that someone meet me in the hallway to hear the noise for themselves. Turned out it was coming from the ice machine and they didn't try to do anything about it. So I asked that they move us to a different floor / area. If you're staying here, make sure there are no weird noises like that near your room. Otherwise it's a great hotel for the price. Great value and amazing location - super central to everything.

I booked the Barcelo hôtel because of amenities . Health club, pool sauna and steamed room! Been here for a week and AC in the gym is broken . Temperature is probably around 95 degrees inside the gym after noon Everyday they say it will be fixed and everyday it is not so everyone come in the morning and it is packed. One or two jacuzzi ( one works on and off) out of 3 are broken . The steam room looks great but forgot to mention that to use it it cost $10/ day( lol.. seriously ) The AC in my room broke down 3 times and 3 times I had to call technician .one nite was unable to sleep ! Otherwise room are clean large and bright . But for a lesser price u can find the same ! I don't recommend Barcelo hotel !

Unfortunately customer service is not their mission. We booked for five nights-my friend and I booked at same time and her room was nicer and cheaper. When I asked to be credited they said to contact booking.com and once they confirm they'll take care of. Booking.com sent emails and made phone calls and manager said they did not receive anything. Finally booking.com had them on the phone and manager told them outright lies saying my room was nicer that's why I'm paying more. My room is standard and my friends room is superior- she has a couch and table to eat at. This big hotel and they wouldn't credit my card and lied to booking.com! Had I been offered the same room type ( especially since I paid more) that would have been a compromise however management had no interest in making this whole. I spent $$$

This hotel has the oddest schedule for the pool use even when nobody was in there they didn't allow my child to go in because no kids are allowed between 8:00-10:00 am I find this a very silly policy. Elevators are the slowest ever and the people pressing the button in the elevator are rude. Bathroom was licking water out of the light in the ceiling ( wich was very scary to watch).

Absolutely disgusted with my stay here. I'll go ahead and walk you through my experience. After checking in, I open my room to find it was not cleaned after the last person. I went back to the front desk where a gentleman with a bad attitude switched my room with no apologies. The new room was clean, except the mini bar was not restocked. They tried to charge me for that at the end. The first night I was shivering all night as the heater didn't work. The next day it was "repaired" and now would make a constant loud buzzing noise when on. I set the temperature to 22 C. It took the WHOLE day to move from 18 C to 21 C. It was never able to reach or maintain a temperature. The walls are paper thin. I heard every conversation and intimate detail of my neighbors. The "Executive Floors" are supposed to come with extra benefits. All lies or halve truths. I will explain them all: 1) You get one free shoe shine, that's the only thing they kept their word on. $1.33 USD value (tip not included). 2) Free breakfast and canapés. GROSS sad excuse for food. 3) One free laundry. When I went to check out they told me it was one single item of clothing, not one load of laundry. How sleazy is that? They charged me about $35 USD for 4 pairs of socks, 7 underwear, and 1 t-shirt. I felt completely mislead. At that price I would have just bought new ones. 4) Special checkout in the executive lounge. After wasting 10 min they sent me back down to the lobby to check out. This isn't even everything that went wrong at this place, I'm just tired of typing. On the way to the hotel the cab driver told be it had changed management 3 times in the past few years. I can see why.

Overall hotel staff was great! I do want to mention the horrible experience me and my husband experience at the bar. I do want to mention Raul !!!!!! He treated us like trash !!!!! when my husband asked for club soda he simply said they didn't have any. common what bar does not have club soda. anyways outside the hotel in small businesses we had better service that in this place. it seemed like RAUL and his staff where busier in a corner gossiping, not everything was bad Miguel Ángel at La Fontana restaurant had excellent service!!! Barceló you need to step up with BAR personal !!! Raul you are not the owner and don't judge people over their appearance !! You could've had a good tip and better review with us, Don't judge people over their appearance and specially if we are Mexicans we should be treated better that other tourist !!! Raul you did not carr what we needed or if we where ok you wanted to get rid of us ASAP !!!! I didn't even get a coaster for my drink

Everything was going well until we got to the bar and encounter RAUL!!!!! Horrible customer service. I come from Las Vegas and I am very familiar with customer service....... guest service is my paycheck!!! This was my third time at BARCELO REFORMA BAR last two times two nice ladies very pleasant took care of us. As Raul looked in the back with very bad body language !!!! I am not asking for anything free or wanting anything comp ....... I already paid for my stay with BARCELO REFORMA MEXICO CITY unfortunately first and last time ........ Barcelo Hualtulco was a very pleasant experience. I was going to recommend you guys to my friends but rather have them go to a different resort before they encounter a bad experience with Raul !!!! We just came from a small business calls Alas-K a few feet away fro..you guys and the customer service was excellent!!!! BARCELO KEEP AN EYE ON RAUL AT THE BAR !!!! HE NEEDS SOME CLASSES FROM MIGUEL ANGEL SERVICE AT LA FONTANA !!! RAUL IS A BAD FRONT FOR YOUR BUSINESS !!!! SEND TO A CUSTOMER SERVICE ASAP .......

Fortunate that all went well for us. Great location -- safe- central to all sights. Really nice big room - all new. Bathroom was beautiful. Amazing views - we stayed on 16 th floor. Each night mini fridge stocked with bottled water. Really comfortable King size bed. Breakfast was included -- nice restaurant for breakfast -big variety of choices -- wonderful way to start the day. Very professional staff throughout the hotel.

Excellent service! Excellent staff! Breakfast included! Beautiful views from the premium floor. We were happy with our stay! Will stay here in a heartbeat!

I have a reservation set for 7/23-7/31 and I have contacted the hotel both via text and email several times asking to cancel and requesting a full refund. We have did this reservation 6 months which is well before the situation we are currently living now. I have told the hotel thaty mother has congestive heart failure and that we are both diabetic which makes us high risk for COVID-19 and they have refused to cancel our reservation and refund us our money. We didn't get a chance to visit the hotel, bit by far this has been the worst experience we have had.

Though many of the staff are very kind especially on the 12th floor lounge the hotel leaves much to be desired in terms of service and efficiencies. We were encouraged to pay to upgrade at check in which we did. Our room did not have internet and we complained several times. We were promised it would be fixed. On the second day they offered to move us and we were told that the room we had been in never had internet. We were told we would be moved to a comparable room. We were not. We were moved to a smaller room without a patio,without a view at the same price and STILL WITH SPOTTY INTERNET. In our haste, we left a bag of clothing in our room. I called as soon as we noticed. I was told to call back the next morning at 8 am. I did and I was told we would receive our bag. On and off all day when we returned to our room for a break I checked, being put on hold or hung up on and still no bag until I called Ena and she delivered the bag, 24 hours plus later. I was offered tickets to a concert at the hotel on the night before we had to leave at 4 am the next morning. This hotel bills itself as a 4.5 star. These numbers mean something to me and inform my choosing where I stay. I almost never write a bad review but after trying several times to get a good resolve with a few managers at the hotel I felt I needed to warn others.

Terrible room service, took double the time they said and nobody answered the phone for 40 minutes after ordering. Rooms are stuffy and air conditioning doesn't work despite being left on prior to my check in. Room service food was dry and cold. One of four elevators didn't work - two different ones during the day. Cold water in hot tub. Suffocating heat in the rooftop gym with glass ceiling and no air conditioning. This place tries and fails at being high end. It's growing pains are extremely frustrating and consistent. Two thumbs down

Hotel was centrally located and walking distance to eat, sightseeing. However, the overall service was deficient. I had a problem with the air, but due to lack of communication it took too long. Also, reported a problem with the toilet lid and requested to be taken care of next day because I need to rest, which was never completed when requested. I stayed before at Le Meriden here in DF and was much a smoother stay.