Mexico City Marriott Reforma Hotel

I booked an 8-hour early check-in after being told it would cost 34 USD. Instead, they charged 5,971.38 Mexican pesos, about 340 USD. Online, a room at this hotel goes for about 150-200 USD per night, and I've been a Marriott Titanium member for years without ever paying for early check-in at a Marriott. They later changed their explanation and said the early check-in fee alone was actually 640 USD. Even the Ritz Carlton didn't charge that. I'll keep fighting this as long as I can. I was also expecting a four-star hotel with the amenities I'd need for a full day of work calls, but the WiFi didn't work. I had to use my phone as a hotspot, and I don't want to think about the bill. They said an IT person would come to my room at 10am, but no one showed. When I went downstairs, staff shrugged and had a 'whatever' attitude until I made a fuss in the lobby. Then they changed their tune and gave me a private office with WiFi. I've heard there are scams in CDMX, but didn't expect a four-star hotel to try this with a Marriott Titanium member. I'll report the charge to my credit card company and write to Marriott management about what this franchised hotel is doing.

The constant renovation noise made it impossible to work, take calls or rest. Drilling and pounding started early and continued past 8:30 PM, across the hotel. These ongoing renovations weren't clearly disclosed when booking, which I found unacceptable for a hotel marketed to business travelers. Service also felt transactional, and the lounge seemed restrictive and focused on charging for things rather than making guests comfortable. When I raised the issues at the desk, I was told the manager wasn't available but that someone would contact me about compensation in points. Nobody followed up, no points arrived, and my emails went unanswered. As a Titanium Elite member, I found the stay far below standard. The renovation conditions and lack of transparency make this a poor choice for business travel, and I strongly recommend staying elsewhere.

The concierge, housekeeping and M Club lounge staff were wonderful, and the location was good. It could be an excellent hotel if the reception had handled the charges properly. I was billed 75 USD per night for lounge access, even though the website lists 60 USD per night. Check your bill carefully if you stay. I booked directly with Marriott and was quoted a price in USD. At checkout, the hotel converted it to MXN at its own rate of 20.5 per USD, instead of the market rate of around 18:1 at the time, adding about $300. Nobody disclosed this. When I questioned the higher amount at check-in, I was told it was only an incidental hold and that the quoted USD amount would be charged. Instead, the full inflated amount posted. I've never seen a business add a conversion charge to bill in its own currency. Hotels should convert USD quotes into MXN at the market rate and let the bank handle conversion. Marriott Corporate acknowledged this shouldn't have happened but couldn't fix it because the property is a franchise.

I arranged a room block and luncheon at this property expecting the level of service usually associated with Marriott. Instead, there were repeated problems, poor coordination and little accountability. The event planning team and front desk operations were troubling, especially the conduct of Front Desk Supervisor Karen Paredes. My experience with Christian Campos, in particular, fell well below a reasonable professional standard. As a Titanium Elite member, this has made me reconsider my Marriott loyalty. The most serious concern was a privacy and safety issue. I returned to find my door had been opened despite a clearly displayed “Do Not Disturb” sign. My sense is that staff did it to intimidate me. I reported what happened, but nothing was done. I strongly advise against this property unless you're willing to risk a disappointing and potentially concerning stay. Stay at your own risk.