Gran Hotel Ciudad de México Zócalo View

We wish there were more amenities and activity in the lobby. It was so quiet! We also wish there were options other than gull buffet for breakfast.

Amenities area.

NA

ロケーション

レストランのスタッフの対応が悪かった

Great location. Staff is wonderful. Breakfast is great. A little expensive.

Many homeless people in Centro now. Some were sleeping outside door to hotel. They definitely need to replace the towels. Bedding was rough and came off the beds. Needs to be replaced. Hotel looks luxurious but linens are not even close.

Gran Hotel Ciudad de México is a beautiful historic property in an excellent location. The entrance, lobby, stained glass, and overall architecture are impressive, and the breakfast buffet staff were wonderful. That said, for a hotel charging roughly $400 per night, the actual guest experience fell well short of what I would expect. The issues were not minor. Our room was not refreshed with basic items like towels and toilet paper, and we had to call the front desk to ask for essentials. When management responded, they brought the housekeeper to our room to apologize, which felt unnecessary and frankly demoralizing for her. This was not a housekeeping failure alone; it reflected a management and systems issue. The room also had several maintenance problems. The toilet seat was loose and leaning, creating a potential safety issue. The sink did not drain properly. The bed sagged and clearly needed attention. There was no nightlight for getting to the bathroom at night. Bottled water was not replenished, and we were told to refill from the original water provided. The bathroom shower was another concern. The shower curtain was too short and/or not waterproof enough to prevent water from flowing onto the shower step and marble floor. Wet marble is extremely slippery, making this a real fall hazard. This is preventable with a longer waterproof curtain or better shower design. The irony is that the hotel posts environmental notices asking guests to reuse towels, but because of the shower problem, guests may need to use towels just to dry the floor and avoid slipping. The toilet flush mechanism also stuck, which wastes water and makes the hotel’s environmental messaging feel hollow when basic plumbing issues are not being addressed. Another small but telling issue was the 24-hour coffee area. The coffee machine had no instructions, so guests were left pushing buttons and hoping they received what they expected. A simple instruction sheet would solve that problem immediately. Finally, the hotel entrance has a large staircase, and we received no assistance with luggage on arrival. For a hotel presenting itself at this price point, that is not acceptable. This hotel has tremendous potential. The building is beautiful, the location is excellent, and some staff members were very good. But at luxury-level pricing, guests should not have to deal with basic maintenance failures, safety hazards, poor room servicing, and inconsistent management response. At this price, charm and history are not enough. Basic comfort, safety, and service have to match the setting.

Superb customer service. Reception and the bell boys were very welcoming and accommodating. The hotel is how it is described historic and a remnant of the Gilded Age. It was lovely surroundings. The stained glass ceiling is superb and lived to its expectations.

I was a bit disappointed with the food I ordered through room service. The chicken burger was a letdown. I would have hoped better. The chicken had the taste of burnt and smelt of unclean pan.