Hostal Casa MX Centro

Check-in was fast and easy, and the service was great even though I arrived late at night. The location was good, but that was about it for me. The hostel felt stale and dark even during the day. I like natural light, so that part may just be my preference. The bathrooms were really dirty, though, and shared spaces need to be clean since colds and flu can spread quickly when lots of people use them. It wasn’t my favorite hostal.

Victoria kindly lent me a public transport card, which I really appreciated. The staff were the best part of my stay at #CASAMXCentro. I also left my key on the bed by mistake when checking out, and Mario quickly helped me get it back. The bed was spacious and incredibly comfortable, and the bathroom was spotless. Thanks to the team for making the visit even better.

The bathrooms were rough: the shower flooded the whole room, and there was no toilet paper or soap for days. When I asked, they said they were out of soap and would get some the next day. I had to insist before they handed me a tiny bar, as if soap were some kind of favor instead of a basic need. Our dorm was hot and stuffy, with 16 people and no windows. I got a blanket but no sheet, though my boyfriend had one. The pillows were awful, and I doubt the blankets get washed often. The shared kitchen was filthy too, with no cutlery and a sink that was always blocked. We ate out or ordered food rather than cook there. The WiFi didn't work in either the room or common area, so I couldn't call friends or family. The staff weren't friendly, there were no events or atmosphere, and I never saw staff in the hostel area. It felt like all their attention and money went to the attached hotel. We booked five nights and wanted to leave after the first. This was one of the worst places on our eight-month trip through South and Central America. I'd give it zero stars if I could. Stay somewhere else.

I felt unsafe after an unexpected crime happened in my room, and ended up paying seven times the price to move to another room. I have photos of the new room card and payment history. The situation began when a man in room 201, bed 10, stole a girl's backpack and was caught by police. My friend and another witness recorded video. I was told the hostel's camera showed him wearing the bag as he walked out, but the front desk had written nothing down and later said the information was misplaced or missing, even after police asked them to document it. It seemed to me they wanted no involvement and weren't doing their duty. I was in the same room, 201, bed 4. As a woman, I found men using the female-only bathroom, and caught one smoking in there, which I understood to be inappropriate and against local law. I reported it and went with the front desk to check, but they didn't speak to him. I was the only woman in the room, and the man knew I had reported him, so I felt threatened. I asked to change rooms and paid much more in cash: the normal price was 750, and I paid an extra 1200 on top of the original room fee. I wanted a full refund for my original booking since I had paid twice and much more for the new room, but they didn't care. After three days without a reply, Booking.com interacted with them a little, but there was still no resolution or concrete plan, just PR phrases. They said, “You just go ahead and leave whatever review you want,” which made me feel they didn't care about their reputation or guest satisfaction. There was no customer complaint form, supervisor, proper management, or way to contact a customer service manager. Important warning for anyone who doesn't speak Spanish: if something happens, it seems you can only pay all the costs yourself. The upgraded room was run under the Wyndham brand, which was a disaster for that brand. If this is Mexico City, a place that had earned all my expectations, then it failed to meet even an average standard. If management won't do anything, I'll at least post this so other travelers know.