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Reviewed 9 January 2019

I love St. Regis and wanted it to be 5 stars in Mexico City but it wasn't. The hotel is beautiful, my room was well appointed and the New Year's Midnight Supper was way too much fun but there were some issues...

First off the welcome was absent. After flying all day my family and I arrived around 6pm to basically no welcome whatsoever. I only knew to go the 3rd floor for check in because someone on TripAdvisor told me so. The bellman took our bags and went into a different elevator. As I approached the front desk the attendant barely looked up. I greeted her and she said "hola" We got our obligatory champagne but that was it. I had two rooms reserved and one was not ready (again it was 6pm). As we arrived to our rooms the floors were still wet and housekeeping was still there. Our butler arrived within 5 minutes but was not very welcoming either. As an aside, we did not see her again until we left which was 5 days later.

This was a less than stellar beginning. I was so disappointed as I expected more from the St. Regis.

Having written all of this, I want to make it clear I would return. I believe it was an "off" day. The rest of our stay was perfect. Everyone was very kind and attentive from the restaurants to the beautiful pol and everything in between.

Date of stay: December 2018
  • Trip type: Travelled with family
    • Sleep Quality
    • Rooms
    • Service
1  Thank sanger93
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
fernandaelizondo0802, Manager at The St. Regis Mexico City, responded to this reviewResponded 10 January 2019

Dear Jacqueline M,

We really appreciate your time to write about your last experience with us.

We are deeply sorry about the absent welcome, the late housekeeping service and the lack of attention of your Butler, We appreciate for having brought this additional issues to us which does not reflect our core values to provide a seamless and bespoke service.

At The St. Regis Mexico City we always try to offer a service with the high standards of a St. Regis and we work hard aiming to constantly pursue excellence of all our distinguished guests; your comments are very helpfull to continue improving our services.

On behalf of the entire team, thank you for giving us another opportunity to offer our services in the future, we will meet all your expectations in an unmatched way.

María Fernanda Elizondo
Marketing and Communicatons Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2019 via mobile

This place is seriously top-notch. The rooms are big and beautiful, and the service uniformly gracious. The pool on the top floor is lovely. They take such good care of you that it starts to feel like you’ve arrived at the home of your dreams. It’s a perfect place to stay in a large and exhausting city. The concierges make everything easy, and make you feel truly cared for. I wouldn’t stay anywhere else.

Date of stay: January 2019
Trip type: Travelled with family
Thank chillinlikedylan
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
fernandaelizondo0802, Manager at The St. Regis Mexico City, responded to this reviewResponded 7 January 2019

Dear chillinlikedylan,

Thank you for taking the time to write this wonderful review.

We are very proud of all our associates who showed you an extraordinary professionalism which make you feel like the home of your dreams.

The Concierge team is very prepared to anticipate every need, they are always willing to provide an excellent service and they take care of our guests’ in a very personal way.

We will be glad to receive you again when your travel plans brings you back to Mexico City.

Our best wishes for an extraordinary 2019!

María Fernanda Elizondo
Marketing and Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2019

If you are looking for the ultimate luxury experience and to be treated like royalty, this hotel is a must! It is located in the best part of town, a short walk from a very large, beautiful park where you will find the Chapultepec castle and several high quality museums. The management and staff could not be more friendly, professional and helpful, nothing is ever too much trouble. There is a butler service 24/7 and they make their mission to attend to anything you require, always with a big smile! The rooms are truly elegant, with a large, comfortable bed and a big TV. The bathrooms are stylish with a shower and separate tub. There are three restaurants, each offering different gastronomic choices (mexican, steak house and spanish) one caffe and a high class shop in sito. I tried the steak house and the caffe and loved it. There is also a heated swimming pool and jacuzzi, sauna, gym and SPA. On a personal note, I'd like to point out my husband fell ill on arrival and the staff was totally wonderful and attended to anything and everything he needed. Price is fairly high but totally justified. It was a truly fantastic experience, the only "negative" point is the waiting time for room service (30-40 minutes) but this is no problem when all the rest is nothing short of perfection. Highly recommend to others!

Date of stay: January 2019
  • Trip type: Travelled as a couple
    • Sleep Quality
    • Cleanliness
    • Service
Thank eurydice2017
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
fernandaelizondo0802, Manager at The St. Regis Mexico City, responded to this reviewResponded 5 January 2019

Dear eurydice2017,

Thank you for taking the time to share your last experience with us, we are honored to receive such a wonderful review.

The St. Regis Mexico City is known to be located at the best address in Mexico City, surrounded by the most emblematic landmarks of Paseo de la Reforma, Museums and the magnificent Chapultepec Castle.

We are committed on providing the best service for all our guests by creating special details to ensure that each stay is completely unique.

We also are pleased to see that your last stay with us was up to your expectations, we are indeed proud of all of our collaborators, always willing to provide an excellent service.

We want to thank you again for choosing The St. Regis Mexico City and we will be glad to welcome you back again on your next trip to Mexico City.

Our best wishes for an extraordinary 2019!

María Fernanda Elizondo
Marketing and Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 2 January 2019 via mobile

I love the St Regis Mexico City! The service is outstanding and the staff is extremely friendly and helpful. I would highly recommend to hotel to anyone visiting Mexico City. I will most certainly be returning! Happy new year!

Date of stay: January 2019
Thank Marcus S
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
fernandaelizondo0802, Manager at The St. Regis Mexico City, responded to this reviewResponded 4 January 2019

Dear Marcus S,

Thank you for taking the time to write this wonderful review.

At The St. Regis Mexico City we pursue excellence in every aspect of our service, and our staff is really prepared to create unique and detailed experiences from the moment you arrive until your depart.

It is really rewarding that you highly recommend us!

We want to thank you again for choosing The St. Regis Mexico City and we will be glad to welcome you a back again with open arms on your next trip to Mexico City.

Our best wishes for an extraordinary 2019!

María Fernanda Elizondo
Marketing and Communications Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 1 January 2019 via mobile

We checked in in this hotel as part of our Christmas celebration.

Christmas dinner in J&G was very average based on the price. The veal served was pure fat and in our opinion the wine selection was not the best one.

The hotel is beautiful and the rooms are very attractive. Sadly our suite didn't have the view to reforma that was advertised in the hotel's website.
Once doing the check out we were told that there was an error in the system and that therefore they would need to charge us 120 dollars more???? Something that was overpriced based on the rate we got while doing the reservation. The situation was solved and we didn't end up paying after a very uncomfortable discussion with the staff.

The pool and jacuzzi is great and so it is the gym.

The hotel is great and its people too they are very professional and helpful but the lack of transparency in the price plus the average dinner to us made this experience a bit lower than our expectations.

Date of stay: December 2018
Trip type: Travelled with family
Thank 893javierv
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
fernandaelizondo0802, Manager at The St. Regis Mexico City, responded to this reviewResponded 4 January 2019

Dear 893javierv,

Thank you for taking the time to write about your last experience.

We always try our best to offer a service with the high standards of a St. Regis and we work hard aiming to constantly pursue excellence of all our distinguished guests; your comments are very helpfull to continue improving our services.

We are deeply sorry we have not surpassed your dinner expectations at the J&G Grill. We would like to apologize for the food quality and the wine selection.

On behalf of the entire team, we hope that you could give us another opportunity to offer our services in the future and to meet all your expectations in an unmatched way.

María Fernanda Elizondo
Marketing and Communications Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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