Hotel NH Collection Mexico City Reforma - 06600 Ciudad de México

I left a few things in the security box. When I noticed it, I went to the hotel to recover my stuff. All the items were there; however, when I asked why they did not call me, I was told that NH does not have a policy to inform clients about their missing things. I want to share this as a better hotel may be more helpful in these situations. Not planning to come back

The hotel put me on a low floor even though I reserved a luxury suite with balcony months out. Then told me they didn't have a better room when I arrived, the key they gave me at check-in didn't work, so I had to go back down. I was thirsty and asked for water and they told me there was a two-bottle limit per day—I booked a luxury suite with a balcony for goodness sakes, I can't get water?! There was dust on the floors; the fridge wasn't working (I asked for a new one and they came and plugged it in...it still didn't work...then they replaced it with a fridge that would best be considered a cooler); the wall card slot to activate the electricity would not hold the key properly so the power in the room would sometimes go out; a ceiling panel was displaced upon arrival. Overall its a nice hotel that's not living up to its potential. I wouldn't rule out staying here again, but it would depend on what else is available.

Absolutely loved this hotel! From the moment my husband and I arrived, the staff was so friendly! We checked in easily, and they brought our bags to the room and showed us how everything functioned. The room was amazing, very clean, very modern. The bed was super comfortable and the bathroom was amazing. Great water pressure in the rain shower, too! They make sure you have bottled water and coffee every day in the room. We didn't pay for the buffet breakfast, but we ended up eating their breakfast several times during our stay because the food was delicious! You can order off their a la carte menu. The wait staff were SO friendly, and made sure we were happy with everything we ordered. The pool area was a dream! They have a ton of lounge chairs for laying out, as well as couches and chairs in a canopied area in the shade. If you want, you can order drinks/food to the pool area while you are outside. On Saturday, they also set up a little bar area poolside where they made drinks to order. I decided to get a massage one day, and it was the best massage I had of my life. Ana was an amazing massage therapist! I ended up getting another one before we left! Our flight was cancelled the night before we were supposed to leave, and the hotel was very accommodating, let us book another night and stay in the same room. The cleaning staff were also very respectful and attentive. My husband was working a lot in the room, and they always made sure not to disturb, or if we requested they would bring towels and take out the trash. Both bartenders at the hotel bar were SO friendly and made really great margaritas! The location of the hotel is also amazing. So much to do in walking distance from the hotel, and great places to eat! I can't wait to stay here again, and thank you to all the great staff at the hotel for making our stay so great! (end note- the hotel even SMELLS amazing!) Thank you!

Hotel NH was very easy to get to from the airport (about 30 min drive by Uber) and it was a very clean and well kept hotel in a good area of Mexico City. My room was clean and the breakfast buffet and room service food was decent. The staff of the hotel are very friendly and helpful! I especially had a great experience with Eric who helped me bring my bags up to my room and gave me some amazing recommendations for local restaurants! I was actually upgraded from my original room to a suite overlooking the pool and a nightclub next door. Unfortunately, the nightclub proved a little difficult to deal with and I ended up having 2 sleepless nights before requesting to change rooms. I went from 804 to 1504 and while I could still hear the nightclub on my new floor, the earplugs provided by the hotel were actually able to block out the sound. I appreciate the front desk staff for their speedy change of my room and for Eric of being such a big help not only with my room change but his knowledge of the surrounding area. Thank you Hotel NH Collection for the great experience! Definitely will come back in the future!

Booked 3 nights here and will never return. Its nearly midnight and I'm sitting in their hotel room contemplating booking a room literally anywhere else. Got here on Friday. Immediately noticed the room was really hot and stuffy. Let the ac run for a bit and it never went below 26 (79 Celsius). I requested for someone to check the ac. Someone came to check it and said they would come back. They never came back. Claimed it works. Woke up in the middle of the night drenched in sweat because it was 80 degrees. Reported again on Saturday. No one came to check. It's midnight on Saturday and I can not sleep because it is still 80 degrees. There is no air circulation. The windows do not open. Called the front desk again and nothing is being done. AGAIN. the room we got is in bad order. The floor is warped, the doorway is partially blocked by a wall so may not be accessible for everyone. The door does not lock from the inside. That's a huge safety issue. The front desk said they are fully booked and they have.no other rooms. Meanwhile, I can see online that rooms are available to book. This has literally been the worst stay I have every encountered and I travel at least twice a month. You are better off staying ANYWHERE else in Mexico city.

Would not recommend to stay here. We booked three nights in here and won’t return probably. The hotel is not worth the 5 stars. We stayed at 3 star hotels which were definitely better. Everything is a bit run down, the rooms are not really clean especially for 5 Star standards. We had to inform the front desk to get housekeeping the first day. The only good aspect was that the hotel has a pool (which is also not that good) but you can relax there some hours. Also it’s a bit noisy at night.

It was my first time at Mexico City, this hotel was amazing! excellent customer service, every single detail was taken care of, my husband and I went with our new DOG and he was very well treated. The hotel food was amazing especially the breakfast. The location is very central from the areas you can walk and find nice restaurants. Jesus the man that greeted us at the door and took our luggage to our room, was more than amazing he helped us arrange a trip to ride BALLOON (it’s a total must what a magical experience) with the hotel driver called Porfirio who guided us to different locations and explained all the history from Mexico’s ancestors and culture! he even took us the next day to the airport. We will definitely come back and look for Jesus and Porfirio!

We have such a great time, Great staff, great service. We where with our service dog and the staff it’s really friendly. We also booked the balloons tour with Liverpool tours , and we have Porfirio as our tour guide. He is a really nice person and knows really well the city. They are located at the concierge of the hotel. Excellent customer service 100% recommended . Thank you guys !!For sure we will be back.