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Customer Ratings & Reviews
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2107 reviews
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May 21, 2023Good and would come back
We were pleased with our stay here. Service was particular good from the front desk to the bellhop, everyone was friendly, helpful and professional. I want to highlight the staff in the club lounge. Breakfast was great and José Luis, Tamara, and others provided wonderful service. It was never too busy and a nice place to relax. Location was very convenient on Refoma for walking, going to sites, etc. Good place to stay especially if it's your first visit. We had a room with a wonderful view of the angel of independence and Reforma. Surprisingly, it was quiet if the window was closed. Room was clean and standard for Sheraton. my only issue was that the bathroom was small and outdated. I would've rather had easier space to navigate and open the door to come in and out then a bidet.
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May 17, 2023
great stay at Sheraton Maria Isabel CDMX
had an amazing courteous staff, an excellent location. my to-go hotel every time I visit Mexico City. Is just amazing and friendly. great service good food, and close to everything. this time i tried their bar and was also great experience. good drinks and bites.
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May 16, 2023
Thank you Ximena and Claudia
Excellent hotel within the reach of the centre and good facilities. The reception service from Ximena and Claudia was outstanding. I had few confusions on the payment transactions, Claudia and ximena were able to take solve it properly and they speak good English. I would certainly recommend the hotel and also the staff for their hospitality.
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May 08, 2023HORRIBLE EXPERIENCE
Overall horrible experience with disrespectful do not care attitude customer service. As a titanium member super upsetting & will not return to this hotel. It's hard to believe it's apart of the Marriott portfolio. The hotel is outdated & needs some serious renovations + maintenance overall. They say the suites have been updated however they have not. Got upgraded with my request to using suite night awards a few days before arriving in Mexico City. When arriving the room wasn't ready for an early check-in & still wasn't ready until after 3pm which 3pm is regular hotel check-in into a different suite because the suite assigned wouldn't be ready until after 5pm. They just keep saying we are sold out... we are at capacity.... which in no way is an apology or excuse as a loyal customer should hear. Using suite upgraded, checking in through the app including adding our arrival + departure times then arriving to this its not acceptable especially with no true apologies or even an offer to just buy lunch, additional points, something. No manager evening coming out to apologize. Just a well we are sold out. That is not acceptable at all nor ok to do a suite upgrade knowing you cannot really accommodate it in a proper timeline. They gave us a suite on 6th floor however the door in the sitting area had been broken & the latch lock was useless there, you can see it was all broken, the lights in the bathroom mirror area in the bedroom area did not work, the room was not prepared to request done via app such as feather free for me which I have a feather allergy, the room also was across from construction which so loud it interrupted a zoom video call. They also when moved us to the room on 6th floor never stated there was construction going on. We took video of the noise as it was so loud. We complained & given the run around at 1st including answers that it won't be that much longer, etc. come to find out it was going to be & not stopped. They finally late on check-in said oh we have another room for you for tomorrow check-in. We took it excited to not hear loud construction however the room was big disappointment. It was in need of some serious maintenance + updates. It had a kitchen area however no fridge, no microwave, no soap or towels for the dishes then no silverware but had glasses + dishes. We went from 2 full baths to 1 full then just a bathroom with sink + toilet. The full bath had a jet tubed with high sides that they just added a shower to in which it was hard to get in & out of along with standing water all the way around that wouldn't drain. They had just cut a hole in the ceiling added a glass door but still had hole in ceiling you could see up into that was very dirty. It had light bulbs that needed replaced. A patio but no patio furniture. It was really not a comfortable room at all. Overall it was one of the worst hotel experiences ever especially being titanium not receiving a hand- written apology note or manager showing up to actually apologize along with no offer of points, dinner, treats, something to really show they cared. It was just stated by workers oh well, you got a room as we are at capacity/sold out. The location is good but otherwise there is nothing else about this hotel at all that is good.
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Apr 19, 2023
A Birthday Celebration to Remember!
I cannot express how delighted we were with our recent stay at the Sheraton Mexico City Maria Isabel Hotel. We stayed at this hotel last year in November to celebrate our anniversary and decided to return back to celebrate a birthday this year and it exceeded all of our expectations. Upon arrival, we were greeted warmly and professionally by the staff. They recognized our Marriott Elite status on check-in. To our surprise, we were upgraded to a stunning corner suite overlooking the iconic Angel of Independence. The view was simply breathtaking and made our celebration even more special. I want to extend a heartfelt thank you to David Martinez, the reservation manager, for graciously making last-minute changes to our reservation. His exceptional customer service made us feel valued and welcome. The club lounge was also a highlight of our stay. The club lounge manager, Leslie Salinas, went above and beyond in her hospitality, making us feel right at home. The Tres Leches cake she provided for the birthday celebration was mouthwatering and absolutely delicious. It truly added a special touch to our evening. The breakfast and evening cocktails in the club lounge were an absolute treat. The high-quality spread of food and drinks, as well as the attentive and kind staff, made our stay all the more enjoyable. The Sheraton Mexico City Maria Isabel Hotel is a gem in the heart of Mexico City, and I wholeheartedly recommend it to anyone looking for a luxurious and memorable stay. We will certainly be returning for our next celebration or vacation. Thank you to the entire team at the Sheraton for making our birthday celebration a truly unforgettable experience.