Casa 9

There’s basically one staff member covering cooking, reception, and other jobs, and this feels like a nicely designed house with no amenities and poor service. We stayed for a couple of days, and after housekeeping came on day two, we realized we had less cash than expected. The following day we deliberately left $100 pesos out. It was gone after cleaning. The manager confirmed the cleaning crew had taken it, supposedly thinking it was a tip, even though it wasn’t near or inside the tip envelope provided in the room. They offered only to refund the $100 pesos, with no compensation for the other amount we couldn’t account for. There’s a possibility of being robbed, so beware. This is hardly a “Michelin guide” stay. We’ll complain to the organization that recommended this scam of a place. Stay away!

My family canceled our planned four-night stay after just one night because the service and overall quality were so shocking. The rooms were dirty and didn’t look as advertised. As far as I could tell, there wasn’t really any staff. Management sometimes responded on WhatsApp, but there was almost never anyone on site when we needed help, and we didn’t get it. In seven years of coming to Mexico City for a family vacation every year, this is the only hotel where we’ve had a bad experience, and this one was beyond bad. The worst hotel in Mexico City, and maybe the worst customer service I’ve seen anywhere in the world. They really don’t care about making the experience a good one.

Casa9 isn’t staffed around the clock. It works more like a BnB: staff come in early to make the included breakfast and coffee, then clean the common areas and bedrooms. At night, you’ll enter alone through several securely locked doors, including the front entrance, the door into Casa9, and your room. If that setup makes you uncomfortable, this won’t be the right place, though you’d miss out on a lovely stay. The location is ideal for visitors to Mexico City, within walking distance of the city’s best parks, including Espana & Mexico, great restaurants and cafes, and a friendly, safe community. The architecture, landscaping, and peaceful feel at Casa9 are amazing. I felt compelled to write this after seeing the more negative Google reviews. Thanks especially to Roberto & Luis, who took such good care of everything and even decorated for Dia de Los Muertos season. I look forward to coming back on my next visit.

We spent two nights here at the end of a tour of Mexico. The host was very personable and had plenty of recommendations, and breakfast was simple. It’s a beautiful B&B in a grand former private residence. Still, for the price and the venue’s reputation, I expected more. The room felt tired, with dirty sheets, marked floors, holes in the bath, and a broken sound system and steam room. Most rooms also face one another, so privacy is limited.