Sheraton Maria Isabel Mexico City Reforma

As a titanium elite member they go beyond to ensure my stay is great. Just that upgrading is always an uphill battle but I see this is the norm in any Latin American country versus the USA it is a lot easier to use your upgrades. I appreciate Carlos, Jose, Ifren and Marian who were very attentive at the Club Sheraton.

Location

I want to take a moment to express my sincere appreciation for the exceptional team at the Executive Lounge. Over the course of five days, with multiple visits each day, we were consistently met with genuine warmth, professionalism, and a sense of comfort that made the experience feel like home. Each morning, Marian, Carlos, and Efren welcomed us with friendly smiles and an impressive command of English, making every interaction seamless and engaging. They were highly attentive, anticipating our needs and ensuring we always had everything required, from water and condiments to extra plates and napkins. The kitchen team, including Abigail, Julieta, and Maria, delivered outstanding made-to-order omelettes daily. The quality was consistently excellent, with well-balanced flavors and precise preparation that reflected real care and skill. Alma, the supervisor, set the tone for the entire team. She led by example, remaining actively involved on the floor and making a clear effort to connect with guests and ensure a high level of satisfaction. Overall, the service experience stood out as a highlight of our stay. The team created an environment that was welcoming, attentive, and consistently enjoyable. We genuinely looked forward to seeing them each day.

Such a wonderful visit, would like to highlight the breakfast team in the morning to include Carlos, Ihren and Marian, as well as an afternoon staff, which is Fidel and others. Thank you for a wonderful visit.

We liked the club lounge, pool and gym very much.

The website for the Amici restaurant in the hotel showed a prior menu. We went for dinner and tried to order what we showed the waiter was clearly on the online menu. He told us "Sorry, that is a past menu." That was the only vegetarian dish and we were forced to leave. The waiter had poured us water but neither of us drank any as we were there just long enough to learn the menu we saw online at that very moment was out of date. We were charged $250 Mexican Pesos for the water. Our four-day stay cost over $21,000 Mexican Pesos, which we were happy to pay. We asked the hotel to reverse the $250 Mexican Pesos for obvious reasons. I was passed along to speak to four different people including the restaurant "captain". Each told me to speak to someone else despite me being told each time that the person to whom I'm being passed on to was the right person. Their stalling tactic worked as i just gave up. My time has value, too. As I was asking for a refund equal to 1% of what I paid them, I thought their response showed no understanding of their own error nor any common sense. Good hotel...but I will never return because of this. I will also share the story.

We stayed for four nights and enjoyed the amenities of the club lounge, the pool, the well-equipped gym and everything except one visit to Amici, the hotel’s Italian restaurant . The website indicated a particular vegetarian dish, the gnocchi, that we wanted. We were seated and the waiter poured us bottled water before handing us the menus. The menus he gave us were similar to the online menu but not exactly the same. The particular vegetarian dish we wanted was not on the menu. We showed the waiter the online menu and he said it was an old menu. My wife and I asked if they could still make it for us and the waiter said no. So, we told him we could not stay. There was nothing we wanted to order. We were charged $220 Mexican pesos and I have the waiter a tip because it was not his fault that the online menu was wrong. I later rethought about this and I should not have been charged for the water. We never drank any and only came to the restaurant because of the wrong menu still being online. I explained this to four different people at the hotel. The first one at the front desk listened to the whole story and told me to speak to the gentleman on his left. I moved five feet and retold the story. I just wanted my bill which was over $21,000 Mexican pesos reduced by the $250 Mexican pesos from this Ill-fated visit to the Amici restaurant. He told me to go back to speak to the first person. After I refused, he disappeared for five minutes returning to tell me to speak to the restaurant captain. I went to a different floor and did that and she promised to take care of it. When I checked out, the front desk refused to remove the charge because it was for bottled water that was on the menu. It’s not a big amount but I’m blown away that they could not admit they were wrong posting an old menu online. It was 1% of what I gladly paid. You don’t mistreat a good customer. Lesson not learned by four different people who chose to ruin the end of my stay.

Amazing sushi and vibe. The Hawaiian, Sheraton and Aburi Sake rolls were delicious! The dumplings were also great. Give it a try! Salvador and Alonso took great care of ys. Ask fo them.