Close To You By Residence LHeritage

Recent Reviews: 38

• User:Traveler06039680608

  Trip type: Business

  Bad.

  05 May 2026

  Since April 24th I'm staying, I'm requesting my invoice, which to this day, May 6th, I'm not sent, daily I'm told that tomorrow, that afternoon, I've wasted a lot of time in calling for an invoice to be sent and not delivered. regrettable that they do not fulfill their obligations and affect the customer Originally submitted in Spanish on www.tripadvisor.com.mx. View originals.

• User:soulfitrevolution

  Trip type: Solo travel

  Worst hotel ever dont stay here!!

  02 Mar 2026

  Unacceptable ExperienceI rarely leave negative reviews, but my experience at L’Heritage in Mexico City was the worst I have ever had while traveling.Upon arrival, I was informed that the property had no running water and they could not provide any timeframe for when it would be restored. This alone makes the property uninhabitable. Access to water is a basic necessity, yet they were still operating and accepting guests.The issues started even before check-in. The address listed online was incorrect, which resulted in me arriving in Mexico City close to midnight and being driven around in an Uber trying to locate the property. When I called the hotel, my calls were initially ignored. I was later told they could not assist due to a language barrier. I was eventually dropped off on an unfamiliar street and had to walk alone at night searching for the building. It was an extremely unsafe and frightening experience. The property only responded after I insisted they send a photo of the exterior so I could locate it myself.When I finally accessed the room, it was not the room pictured in the listing. It looked completely different from what was advertised. The condition of the room was unacceptable: • No running shower water • No toilet tissue provided • No wastebasket in the room • Refrigerator did not work and had a foul odor • Window would not close (it was about 50°F outside, making the room very cold) • Sheets appeared dingy and wornThese are basic hospitality standards that were simply not met.I was verbally told I would receive confirmation in writing that the property did not have water and that my decision to leave was due to their failure to provide essential services — not because I changed my mind. I never received that confirmation. Since then, the property has not responded to my messages or to inquiries from Agoda regarding my refund.This experience was stressful, unsafe, and completely unprofessional. I cannot recommend this property to anyone. Travelers should be aware that the conditions and service did not reflect what was advertised online.

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• User:Gustavo S

  Trip type: Business

  Terrible experience – would not recommend / Pésima experiencia – no lo recomiendo

  07 Oct 2025

  I stayed at Close To You By Residence L’Heritage BlueBay and my experience was far below what was promised and what you would expect from a hotel under this brand.When booking, I was assured that the room would have air conditioning, access to a business center, and breakfast included on-site. I was also told that if I needed to leave earlier, I would be refunded for the unused nights. None of this was true. • There was no air conditioning, and the window wouldn’t stay open (I had to use a hanger to keep it open). • The business center didn’t exist (though I must mention the receptionist kindly went out of her way to help me print, which I appreciated). • Breakfast was not served at the property because “the cook didn’t show up”; I was told to walk 10 minutes to another property. • The elevator was out of service during my entire stay, forcing me to carry luggage up and down the stairs. • The room conditions were unacceptable: water-damaged walls, peeling paint, unstable flooring, exposed electrical wires, broken USB outlets, and torn, stained towels. • No soap was provided, only shampoo and lotion. • When I tried to leave earlier, I was told the remaining balance was “non-refundable,” despite the clear promise made at booking. The staff blamed a third-party contractor for these false promises, which is completely unacceptable.The only positive aspect was the receptionist’s personal effort to help, but management completely dismissed all responsibility.In conclusion: poor maintenance, unsafe conditions, misleading promises, and zero accountability from the hotel. I cannot recommend this property.Me hospedé en Close To You By Residence L’Heritage BlueBay y la experiencia estuvo muy por debajo de lo prometido y de lo esperado para un hotel de esta categoría.Al reservar, me aseguraron que la habitación tendría aire acondicionado, acceso a centro de negocios y desayuno incluido en la propiedad. También me dijeron que si necesitaba salir antes se me reembolsarían las noches no utilizadas. Nada de eso se cumplió. • No había aire acondicionado y la ventana no se sostenía abierta (tuve que improvisar con un gancho). • El centro de negocios no existía (aunque la recepcionista, con buena voluntad, me ayudó personalmente a imprimir documentos). • El desayuno no se sirvió en el hotel porque “el cocinero no vino”; tuve que caminar 10 minutos a otra propiedad. • El elevador estuvo fuera de servicio durante toda mi estancia, obligándome a cargar maletas por las escaleras. • Las condiciones del cuarto eran inaceptables: paredes con humedad y pintura cayéndose, piso inestable, cables eléctricos expuestos, tomas USB que no funcionaban, toallas rotas y manchadas. • No dejaron jabón, solo shampoo y crema. • Cuando intenté salir antes, me informaron que el dinero era “no reembolsable”, a pesar de lo que se me prometió al reservar.La atención de la recepcionista fue lo único rescatable, pero la administración se desentendió por completo, culpando a terceros por las falsas promesas de la reservación.En conclusión: mal mantenimiento, condiciones inseguras, servicios incumplidos y falta total de seriedad con el huésped. No recomiendo este hotel.

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• User:SoBeDude

  Trip type: Couples

  Just good location… Avoid

  13 Feb 2023

  Two stars for the location. Everything goes downhill from it. Awful service, which is rare in Mexico. Towels with holes and coming apart. Stained sheets. One awful pillow per person, and even if you ask they don’t have any extras. Bring your own toiletries or suffer the consequences. They don’t even have hair dryers. Bare minimum accommodations. At least the place is somehow clean but I would never stay here again. I did it because it was listed in Rocketmiles and I needed some extra miles. But if you can, avoid at all costs.

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• User:tonyguerram

  Trip type:

  Buyer Beware, Horrible service and lack of professionalism

  08 Nov 2021

  So it's F1 race weekend in Mexico City. I arrive early Saturday before the rest of my party after making these reservations months before. Trying to look for the address when I finally arrive at an "under construction" lobby. I walk through a hall and a young guy there, listening to a guest complaining. They were saying that it could not be possible to be in a hotel with workers banging on their wall and a bunch of dirt everywhere. She then said they had no hot water. They said hotel guests sometimes close the hot water valves but that they would look into it.... great answer... After them, then another couple complaining he finally got to me, asked for my reservation, showed him and said i'll be right back and left. A young lady came up and said they had overbooked the hotel and were turning people away. She said that they had another location but they were "setting up new apartments" and that they would be ready by 7PM. I said I wasnt happy about it but I guess that would do considering. I asked her to please confirm and said that she needed to get all my information first. So passport, contracts, reservation confirmation, CC information all signed and scanned and sent to "reservations department" 15minutes later she's on the phone, talking about the amount for the reservation mentioning it was cheaper than it is now. After noticing my daily rate (I reserved months in advance) they suddenly were out of rooms. I guess they were inclined to accept the higher tariff rates then my reservation. A guest arrived very angry that first they changed her booking to another location plus a wrong address was given, not offering to pay the double taxi that they had to pay to get the right information. It was incredible the lack of empathy or responsibility. No sorry, just well we can't do anything so good luck finding a hotel. After leaving, 2 more people arrived with the same problem. I saw a few reviews of this happening so BEWARE DO NOT BE FOOLED.

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