Hotel Clé

The bistrot terrace was a highlight. It has a nice view, and it's a lovely place to eat, have coffee, or just sit for a while. The hotel is in one of the most walkable, pleasant parts of CDMX, with cafes and restaurants nearby, and I could walk everywhere. My room was clean and well-organized, the bathroom was updated and functional, and the staff were always polite and present. I'll be back!

The location is impeccable, but customer service was nonexistent. We spent 8 nights there. On the first night, we told them that the hairdryer burned and smoked whenever we switched it on, so we couldn't use it. One staff member just said, “No.” We tried reporting it to different staff over the next 4 days. They kept saying they'd fix it maybe tomorrow, but never did. For an 8-night stay, they couldn't even sort out this small problem, and we eventually gave up. Another time, we asked for a spoon to eat snacks in our room and again got a one-word “No.” I was confused, since the hotel has a bistro and should have a spoon. At a supposedly 3-star hotel, the customer service is nonexistent.

We paid $800 for a few nights, and one afternoon they wouldn't give us an extra coffee pod. That's pretty average. The staff are rude and act like they don't want to be there, making you feel like an inconvenience. They're all on their phones and don't even notice you walking past reception.

The location, cleanliness and breakfast were good. The AC, though, only worked for a couple of hours total across our 4-night stay. I contacted the front desk every day and never got a call back. Someone came to the room and got it running, but it would shut off again after a couple of hours. We got no explanation, and the manager never contacted us. They said they couldn't move us because the hotel was at 100% occupancy, but didn't offer a discount either. We had to open the small window each night to sleep, with all the loud Mexico City noise coming in. There are no fridges in the rooms, either. Management seems to put decoration ahead of efficient service and useful amenities.