Hotel Carlota

I've stayed here twice, and the second visit made me advise people not to stay. The first stay was mostly good: modern-looking rooms, strong AC, a warm pool, a cafe on site, and good internet. Our one complaint was that our room had no hot water. My in-laws paid for a slightly fancier room, but it seemed identical and also had no hot water. The next time was for our wedding in Mexico City. We recommended the hotel to our guests, and they booked 20 of its 30 rooms. Then three groups of guests had their bookings removed. Two were told in person it was a plumbing issue, though when I asked, I was told it was a credit card problem. Another group was told their card had an issue, despite having paid in full months earlier. They eventually got a refund after being told the hotel couldn't receive their money. It looked like the hotel had overbooked and started removing friends who booked first. Two of my three groomsmen were among those kicked out. About two-thirds of our guests received multiple phishing attempts on WhatsApp after giving their phone details to the hotel. I also personally got a fraudulent attempt to take money from my credit card on another occasion. The security risks to personal information outweigh the good parts.

The rooms were generally in good shape, with a nice size and style. The location is very good, with Condessa and Roma close by, and Palenke too. Unfortunately, our shower water was only lukewarm, not hot. We told the front desk, they checked, but nothing changed. I'd still recommend it, though if you have time, you can find better places to spend your money.

The rooms were great, the food was delicious, and the staff were very helpful. But my reservation was cancelled two days before I arrived, and the same happened to several people in our wedding party. We'd booked months ahead, and some had paid in full. They gave us different explanations, including booking errors, plumbing trouble, and credit card problems, none of which seemed true. It looked like the hotel had simply overbooked.

UNSAFE, DO NOT STAY HERE. At 5:25am on March 13, 2026, an employee entered my room while I was asleep. The hotel offered no support and then lied about what happened. I was recovering from abdominal surgery. The shock made me spring to my feet, and the adrenaline caused even more damage to my wounds. Thankfully, the person left quickly. When I reported it, the hotel didn't apologize. They claimed my father had requested a key to check on me, which was completely made up. I asked for the camera footage, but they refused, saying the camera person wouldn't work until the following week. I'll file reports with the police and PROFECCO and post them here when they're done. I won't rest until I get justice. If someone higher up at the hotel wants to contact me, I'd be glad to discuss it. So far, the employees have refused to help and have lied to protect each other.