Hyatt Regency Mexico City Insurgentes

The rooms were fantastic, and we got to try both one on the 7th floor and a suite on the 14th. Staff were so friendly. Paulina didn't make us feel silly when we called reception because we couldn't find the ironing board and iron. They're in a vertical closet. Carlos and Flor in the Club were especially lovely. Carlos makes great margaritas and mezcalitas, and lent us one of HIS metro cards on our first night so we could use public transit right away. Flor knows the best taco shops in Roma Norte. The location is handy, right in front of metrobus line 1, with a straight shot to Reforma, Condesa and Centro Historico. There are dozens of restaurants within walking distance. They also gave us a beautiful Mexican doll as a welcome gift. Pin this spot for your next trip to CDMX!

The shower had fantastic water pressure, and the customer service was phenomenal. The hotel is within walking distance of everything, which I loved. The mattress could be more comfortable, though, and I wish the pool were open to all guests. It's only for exclusive guests.

I called five days before my stay to arrange transportation, and they said they'd send an estimate promptly. Instead, there were four phone calls over three days, broken promises, and nothing delivered. On the last call they claimed the estimate had already been sent, which was a lie. Then they admitted it was sitting in their email drafts and promised to send it within five minutes. Still waiting. Another broken promise, this time just two days before my stay. Stay somewhere else.

The club lounge on the top floor was great for evening drinks, and the in-house restaurant was nice, though its menu was limited. Most things were fine during my visit last October, but I didn't get my room until almost 5 pm, even though standard check-in is 3. I waited about two hours and received nothing for it, no points, upgrade, or complimentary meal.