Capitalia Reforma Chapultepec

Recommend 100%! Great staff and great location.

Great location, spotless rooms, amazing architecture and design, very quiet and comfy. I maybe had bad luck because the elevator was not working 2 out 3 days I was there… also, one day I came back to my room and all they did was to make the bed. Didn’t refill water or coffee. Such an unpleasant realization after a long day out.

First, the property is difficult to find. There is no clear signage on the building, and the address on the front is very small. On maps, it appears to be behind the Hilton Garden Inn, but it is actually the building next door. I arrived early before check-in and was provided my room information and key code. However, the front desk clerk simply stated that check-in was not until 4:00 p.m. and rudely asked if I had a reservation. I said yes, and he told me I could wait on the 6th floor, which turned out to be a disjointed rooftop patio. Early check-in is offered for a fee, but when I requested it through WhatsApp, I was told no. My travel partner was offered the option, which made the inconsistency frustrating. Things got worse when there was a power outage, which the property blamed on the utility co, even though the adjoining room had power. Even worse, there was no running water. I had to send multiple messages just to get two bottles of water so I could brush my teeth and clean up. When I asked for two more, I was refused. There were no real options, no meaningful apology, and no accommodations. I could have managed without power, but no water means no restroom, no shower, and no basic way to freshen up. I was briefly offered use of a suite with water, but only temporarily. The property itself is nice, but this was a chance for Capitalia to shine, and they dropped the ball. Based on how this was handled, I cannot recommend this property or any Capitalia properties.

The hotel is fine, pretty decent for the price. I had several issues during my stay, and they handled them terribly. In a nutshell, the AC in my room wasn't working - they came by and checked it out and ended up switching my room, because they couldn't fix it. Switching my room was a drastic downgrade. The new room was 1/2 the size and had a considerable number of lesser features - most notably, my new room didn't have a stove. I spoke with the manager, and he lied, saying my AC wasn't broken and that the room wasn't a downgrade. Furthermore, they didn't want to give me the room for the lower price, even though they downgraded my room. He wanted me to continue paying for my upgraded room, even though they moved me. I had to reach out to Hotels.com, and they took care of it. The hotel is fine, the manager not so much.

no cleaning,no water, elevator malfunction