Kukun Reforma Downtown

I’ve never stayed anywhere nearly as loud as this. The windows aren’t fitted properly, so you can’t close them all the way. Loud sounds start as early as 6 am, so getting a full night’s sleep is unlikely. I wouldn’t recommend it. I’m attaching video evidence of the noise with the windows closed.

Patricia from the staff was very friendly, though she couldn’t improve things. The hotel is central and easy to reach by public transport, and the rooftop terrace has lovely city views when it’s open. This review covers both stays: we booked October 29-November 3, 2025, then November 3-4, and extended two months before arrival because of flight options. A week before we arrived, the hotel’s IT system was hacked and our personal data leaked. Hackers posed as hotel staff on WhatsApp and asked for more details about our stay. The hotel told us a couple of days later, but gave no further information or compensation. In the first room, a Deluxe studio apartment with queen bed, street noise was very loud through the single-pane windows. We heard honking, people talking, and the garbage truck outside from 5:30 am to 7 am. I’m from Madrid and know what a busy street is like, but insulation matters. Staff’s solution was earplugs, surprising for a 4 star hotel. Noise also came through the hallway because the entrance door had poor insulation. Water pressure stayed very low throughout. On the third day they messaged us that there was a problem, but gave no updates, solution, compensation, or measurements afterward. Gaps in the blinds let people on the street see the bed and bathroom entrance. We got one entrance card, despite their Google response saying guests would get two. The kitchen cabinet door, shower soap dispenser holder, and coffee press were broken. After we complained twice, they offered repairs. The plastic sheet around the mattress was uncomfortable, and the room’s Wi-Fi router didn’t work. Our second room, a Superior Apartment 1 room, was above a fitness studio with classes starting at 6:00. The window wouldn’t close, and the room was dirty, including dirty toilet water.

We cancelled our booking on the spot and went elsewhere because the whole experience was so unpleasant. When we asked to leave our bags while using the pool, the front desk refused, saying our luggage could “scratch the cement.” They’d also refused to store it in the first place. Only after we pushed back did they suddenly find a room for us, the same one they’d just said wasn’t ready. It was completely clean and clearly ready the whole time. They just didn’t seem to want to deal with letting us in. The front desk staff were unhelpful, uninterested, and outright rude.

We booked this for the pool, but it was closed for unknown reasons. We arrived two hours early and only wanted to store our bags. The front desk stared at us blankly for nearly an hour and a half, saying they’d check with housekeeping. Then they said they don’t store luggage and we’d have to go to their sister hotel to use amenities and leave our bags. Right after that, they took it back and said we couldn’t use amenities anywhere, and luggage could only be stored at the other location. This is a 14 floor hotel with plenty of rooms. After we spoke to the manager, they took us to a clean room and said we could leave the bags there. The room was gross, though it looked like they’d just finished setting it up, with folded towels and mini waters ready. They refused to give us a key. We carried all our luggage back downstairs and kept arguing. They barely tried to help and were very rude. In the end, we left the bags in the “clean” room. I showered, but the water was cold and the shower filled to my ankles. We checked out before night because it was such a terrible experience. All of this was happening through a translator app, even though the woman beside us speaks perfect English but seemed too annoyed to translate. At the end of the argument, she rolled her eyes and helped translate for 10 minutes. They didn’t let us store our bags.