Hilton México City Airport

Room service was efficient, and the staff dealt promptly with an issue in my room. But during dinner, the server corrected how I pronounced a drink. It felt unnecessary and embarrassing, and spoiled what should have been an easy, pleasant interaction. The bigger problem was the cleanliness. When I lifted the duvet, I found a dirty napkin, hair, and other debris. It looked as if the sheet had been put on a dirty floor before being placed on the bed. I was horrified and started questioning how clean the rest of the room was. Once you lose trust in a hotel room’s cleanliness, it’s hard to feel comfortable for the rest of your stay. This was well below the standard I expect from a Hilton, especially for cleanliness and professionalism.

The housekeeping team and employees in other areas were genuinely nice, but I left disappointed with the front desk. During check-in and checkout from December 6 to 8, I dealt with two female agents who didn’t treat guests with the courtesy I expect. Their English was noticeably limited, which surprised me for a hotel at an international airport serving travelers from around the world. More than the language barrier, it was their attitude that bothered me. When I said “thank you,” they would only nod or not respond. For the price I paid, I was dissatisfied. Hilton management should make sure guest-facing staff get proper service training. If these employees aren’t happy in their jobs, maybe they should consider another role. Guests expect service that matches Hilton’s reputation.

The location is the one real plus: it’s inside the airport and close to the bus area, which is handy for travelers. The rooms, though, are small and short on amenities. Broken washroom fittings made things uncomfortable, and despite requesting a king-size bed when booking, we weren’t given one at check-in. For the price, the hotel should maintain the rooms and fix basic problems. Not worth the cost.

The lobby and restaurant feel quite obscure, and the breakfast buffet is below average. The room setup was okay, but it was very noisy and the blinds didn’t block out the room completely.