Hilton Garden Inn Mexico City Santa Fe

I asked the front desk to move me because I couldn’t put up with the room conditions. I waited downstairs for nearly two hours, but nothing got sorted out. The staff said they were busy and had no rooms, which was hard to believe. They seemed indifferent and unhelpful. The room was nearly impossible to sleep in because the blackout was so poor. The A/C unit made a lot of noise whether it was on or off. The wooden sliding bathroom door was also extremely hard to move, and I injured a fingernail trying to open it. I booked at the last minute for a short stay, thinking it would be fine, but the facilities and service were far below what I expected. I won’t stay again or recommend it.

The room was nice, but freezing. I was still waiting after more than an hour, wearing my coat and hat, for maintenance to come. I’d called three times. Before arriving, I’d called for advice on getting there from the airport and got absolutely no explanation. The maintenance guy eventually came and said there was no heat. Setting the thermostat to heat, as the porter and receptionist had told me, only turns on air. Why not put up a sign or reprogram the thermostats so an option for heat that doesn’t exist isn’t there? The maintenance guy was great, though, and brought me a portable heater. Then the toilet stopped flushing and almost overflowed. What next? Nobody apologized for all the trouble. Do NOT recommend. Not to Hilton standards! 😢😢 Grr.

They don’t make it clear that early check-in costs a full night’s rate. Google’s photos show a pool and hot tub, but apparently that isn’t accurate either.

The view was nice, but the bed felt like sleeping on the floor. The sink stopper didn’t work, so water backed up, and the shower wasn’t properly clean, with soap stains and black mold in the grout. I didn’t feel comfortable raising these problems, so I just looked forward to checking out. Staff were no help with restaurant or transportation information, and the language barrier made it awful. They wouldn’t use Google translate. The margarita was terrible, and I was charged more than the menu price. The restaurant menu looked bad, but they kept telling me to order food from it. A tech came to check the A/C, which wasn’t cooling properly, and at least he offered to use Google translate so he could understand the issue. In the end, I had to set it to a very low temperature to get it going. It wouldn’t turn off, and I was freezing at night, so I had to use blankets.