Marriott Reforma

Recent Reviews: 2152

• User:Explorer297531

  Trip type: Family

  WARNING: Do Not Stay Here — Discriminatory Treatment

  05 Apr 2026

  I have been a Marriott Rewards member since 2000 and have stayed at Marriott properties all over the world. This was, without question, the worst experience I have ever had at any Marriott.From arrival to departure, the staff was consistently cold, dismissive, and unprofessional. I was repeatedly ignored, stared at without acknowledgment, and treated in a way that felt intentionally unwelcoming. Basic customer service standards were not met at any point.Billing issues only made matters worse. What should have been simple, routine interactions turned into unnecessary and frustrating exchanges, with no sense of accountability or professionalism from staff.As a Black traveler, the pattern of behavior I experienced was deeply concerning and cannot be overlooked. This did not feel like poor service—it felt like discriminatory treatment.I traveled to Mexico City for a special occasion, and while the event itself was wonderful, this hotel experience was so negative that it overshadowed what should have been a joyful trip.I would strongly advise others—especially travelers of color—to think carefully before booking this property. César Alvarado, at Mexico City Marriott Reforma Hotel, responded to this review Dear Michelle,Thank you for taking the time to share your experience with us. We are truly sorry to learn about your recent stay and deeply regret that we did not meet the standards you rightfully expect as a valued Marriott Rewards member.Please accept our sincerest apologies for the service you encountered. What you described—feeling ignored, unwelcome, and treated without the level of respect and professionalism you deserve—is completely unacceptable and does not reflect the standards of hospitality we are committed to providing.We are especially concerned by your comments regarding the nature of your experience. Please be assured that we take any perception of discriminatory treatment with the utmost seriousness. Our hotel maintains a strict commitment to providing an inclusive, respectful, and welcoming environment for all guests, and your feedback has been escalated to our leadership team for a thorough and immediate review.Additionally, we regret the frustration caused by the billing issues you encountered. This is certainly not the seamless experience we aim to deliver, and we are addressing this internally to ensure better handling and accountability moving forward.We are truly sorry that this experience overshadowed what should have been a special and joyful visit to Mexico City. That is not the lasting impression we want any of our guests to have.We would appreciate the opportunity to connect with you directly to better understand your experience and work toward regaining your trust. Please feel free to contact me at [email/phone].Thank you again for bringing this to our attentionKind regardsLic. Mireya PadillaFront Office Manager

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• User:Mrluthor

  Trip type: Business

  Nice Extended Business Stay

  14 Feb 2026

  This was the first time staying at this location. The rooms were fairly spacious & the bed was very comfortable. The staff was always attentive & friendly. The breakfast was delicious with an available omelet station. Try the variety of different French Toasts! The staff at the Manager’s Lounge (16th floor) were ALWAYS friendly & very helpful with various customer requests, especially during televised sporting events. The variety of soups offered here were all great!The gym & spa were fantastic! Very enjoyable after a long business day! I’m scheduled to return again & look forward to the visit!

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• User:Miyoshi O

  Trip type: Couples

  Disappointed

  26 Jan 2026

  I was disappointed with my experience at this hotel. We arrived early, around 1:30 PM, and were able to complete check-in, but were told the room was not ready and to return at 3:00 PM. That was understandable. However, when we returned at peak check-in time, there was only one employee handling check-ins. After waiting in line for approximately 20 minutes, we were told that keys could not be issued and that a concierge would need to escort us to the room. The process was chaotic, and staff appeared unsure of what was happening.As Platinum members, our status was neither acknowledged nor were we offered a welcome gift. After waiting an additional 45 minutes, we were finally taken to a room, only to be informed shortly thereafter that it was the incorrect room and that we needed to move. The second room assigned to us was located directly above active construction, which was occurring at that time. The noise was unbearable, and we had to leave the room immediately.We later discovered that there is an elite members’ lounge, access to which was not initially provided or mentioned to us. Eventually, we were moved to a more suitable room and granted lounge access. Unfortunately, by that point, the experience had already fallen far short of expectations. This level of service is not what I am accustomed to from Marriott, especially as a loyal Platinum member. César Alvarado, at Mexico City Marriott Reforma Hotel, responded to this review Dear Miyoshi O.I would like to thank you for letting us know your comments about your recent stay in Marriott Reforma Mexico City for us is really important to hear your feedback as always help us to improve.Please accept our sincere apologies for the situation you have kindly shared with us, providing an excellent service is our goal, we have just reviewed with our team regarding your comments and are taking immediate actions to ensure it does not happen again. We wish to obtain the complete satisfaction of our guests from the smallest detail; an attitude that defines our idea of how important are you for us.My team and I would appreciate the opportunity of being able to welcome you back and of being of service to you in the near future.Best regards Lic. Mireya Padilla Front Desk Manager

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• User:hotsyd22

  Trip type: Couples

  Great hotel in a great location

  24 Jan 2026

  As the name suggests, this Marriott is in the Reforma District of CDMX. The location is excellent. It's on the main avenue where there are lots of international hotels and the financial district. Even though it is in such a commercial area, off the side streets are full with so many good restaurants and Tacquerias. It is a very safe area of the city. As obviously foreign visitors, we felt very safe walking around the hotel at night. On the edge of the Zona Rosa area, there is a lot going on in the evenings with lots of bars and restaurants. It was easy to get to and from the hotel. There are buses pretty much from the door and when calling an Uber it takes no time given the location. The nearest metro station is a 10-minute (flat) walk. We used all three.The hotel itself is nice and modern with good facilities. It is much better than most Marriott hotels in North America. The gym is better than most hotel gyms with modern equipment and there is a very pleasant wellness area. The rooms were comfortable and well appointed. The bed was great. In particular, we loved the Executive Lounge. Located on the top floor it was spacious and had a lovely rooftop terrace. The breakfast in the lounge was good and it was a great place to wind down at the end of the day with a drink, except that there was a charge for alcoholic drinks, which is not what we expected for a five-star hotel executive lounge.

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• User:Clueless1596

  Trip type: Family

  Deceptive Reception Overcharges

  12 Jan 2026

  Reception at this hotel is deceptive! I booked directly with Marriott and was quoted a rate in USD. At checkout, the hotel converted the rate into MXN using their own rate of 20.5 MXN per USD instead of the market rate of around 18:1 at the time, adding about $300 to my bill. None of this was disclosed. When I questioned the higher charge at check-in, I was told it was just a hold for incidentals and that I would be charged the quoted USD amount. That was not true — the full inflated amount posted.I’ve never seen a business charge a conversion fee just to charge in its own home currency. Hotels are supposed to convert USD-quoted rates into MXN at the market rate and let the bank handle conversion. Marriott Corporate acknowledged this should not have happened, but because this property is a franchise, they could not fix it.I was also charged $75 USD a night to add lounge access and I pointed out to them that the website states $60 USD a night. It’s truly unfortunate because this could be an excellent hotel if it weren’t for the reception. The concierge, housekeeping, M Club lounge staff, and location were all wonderful. If you must stay here, check your bill carefully! César Alvarado, Director General at Mexico City Marriott Reforma Hotel, responded to this review Dear clueless1596:I really want to thank you for taking the time to share with us your valuable comments, for us your feedback is really important.In order to faster and more accurately have a proper reply to your observations, we politely request that you contact me directly at hmr.grecepcion@grupodiestra.com to provide us with additional information such as your confirmation number or room number and the dates that you honored us with your preference, in order to clearly identify your reservation and follow up with the persons that attended you, our intention is to offer you an answer that allow us to avoid this from happening again.Anxiously expecting your kind response, we remain.Cordially,Lic. Mireya PadillaFront Office Manager

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