Gran Hotel Mexico

The hotel is clean, and the car valet team is well staffed, but accessibility needs a lot of work. With no entry ramp, getting in was difficult in heavy rain, especially with my 4-year-old and 6-year-old. Until they add ramps and change the wheelchair and umbrella policy, I can't recommend it to guests with mobility issues. They wouldn't let my 91-year-old grandmother borrow a wheelchair. I was allowed to borrow an umbrella, but only inside the hotel. I even offered to have it noted under our room number, and they still said no. That policy made no practical sense during a downpour. Given what we paid, this customer service was very upsetting.

I spent three nights at this elegant hotel. It had been refurbished beautifully, and the staff were wonderful.

The Wi-Fi still hasn't been fixed. It works for exactly two minutes, dies, then needs reconnecting, only to go down again two minutes later. It's incredibly frustrating when you're trying to get anything done, and annoying enough to spoil your stay. Come on, the technology is out there and cheaper than ever. Replacing those 15-year-old routers and repeaters sounds like a one-hour job. Your competitors are getting better ratings because they spent $300 MX on a new router and you haven't.

The place is beautiful, but for the price it feels like a renovated shell with little substance or appeal. The restaurant is really bad and breakfast has very little to offer. Service takes ages, and many of the staff seem angry.