STAY AWAY FROM THE BAR AT THIS HOTEL. We had a large group here buying drinks at the bar and the waiters kept raising the drink prices (think 3x the price at the end of the night vs. the beginning). Then they would walk around with the same check and charge multiple people for the same exact drinks that someone else had ordered. When people would argue about not having bought those drinks they would get verbally aggressive and intimidate people into paying the checks. What a terrible experience. Find another place.

How did my nightmare begin? I worked with the customer service manager days in advance, letting them know that I am a lifetime titanium elite with Bonvoy Marriott working with her closely. She assured me she was going to upgrade me to this fabulous room. I was excited I kept texting her, telling her exactly when I would be arriving at the hotel , there was a countdown I said I’d be there in three hours. I contacted her again. I’ll be there in two hours. Contacted them again. I’ll be there in 15 minutes and I’m wearing a blue hat when I arrive at the hotel. I spent an hour trying to check in that customer service manager was not around even though she said she was going to meet me at the front desk and the people front desk could not check me in why because they gave my room to somebody else with the same last name. Don’t you check IDs to make sure the first and last name matchup to the reservation. Obviously they did not HOURS earlier. They had already given away my room to somebody with the same last name even though I told the manager exactly when I was going to be arriving during our conversation, apparently unannounced to her it already given away my room. So when I went to check in, they were just confused like, how can I be checking in for my room when somebody’s already in my Room, they did not explain to me the problem they just kept typing away. I’m a computer asking me for my photo my ID, my passport, my credit card number they asked me for my reservation. I had actually already checked in on the mobile app I showed them my room number that had my credit card attached through the app. This was the worst nightmare of any hotel chicken ever. This was a preview of just more more problems so being the high status member that I am what kind of compensation do you think? they offered me absolutely nothing. I came here with a prepaid group rate, so I could not get a discount off my bill because it was prepaid under normal circumstances. I would’ve asked for one or two nights discount plus a bunch of points they would not even give me some food and beverage credit, even though as a titanium, Malik member, I’m supposed to get two free breakfasts were $50 a day. They still would not give me my food and beverage credit at all they were unhelpful. Everything went wrong. The people were not nice not caring they were rude the people of the whatever supposed concierge desk no absolutely nothing every time I ask for anything it was will have to get back to you the only shining light this entire property was Maria Jose she is the number one employee here but obviously doesn’t work 24 hours and does not control everything and she’s NOT the head mgr. I think when this was built 20 to 30 years ago it was absolutely amazing and gorgeous and super modern and now it’s rundown falling apart. Nobody keeps it up the normal bar in the hotel here is dead as a door now even on Friday and Saturday nights and that’s not typical of a hotel but this one sucks I highly recommend nobody ever stays here again and that the W brand should remove their name off of this hotel. I’m gonna be writing letters to the corporation tell them what a terrible job these people are doing, and how rude they are and unhelpful and how they’re letting this hotel fall apart except for one good employee

Nicely located in polanco, within walking distance to everywhere in polanco. The hotel itself is a little outdated and the colours are a little much. The rooms are ok in size but a little weird with the colour patterns specially the bathrooms. The rooms do have a nice view. The restaurant is nice and they have a nice breakfast menu. A bonus they have a spinning area with spinning classes at various hours of the day.

I recently stayed at the W Mexico City hotel for a second business trip and was glad I decided to revisit the same hotel. Staff were consistently friendly and helpful, assisting me by mail with changes to my reservation in advance, accommodating different arrival and departure times each day and even providing different furniture when required for a little desk work in the room for some of the days.

By far one of my favorite hotels in Mexico City, I like the decor and hospitality from the employees, every time I been in Mexico City I had the pleasure to stay there. Close to nice restaurants , bars and taco places. The rooms are clean and with an amazing view. Hopefully I keep staying here every time I am in Mexico. Oh ! And they have 24hr room service .

Usually love the W hotel of families, however this was my the worst customer experience yet. Unfortunate. I have been customers of the W hotel for years. Unfortunately, this time was not the best, will likely be my last. Various reasons, but this was one... This is one thing was a super disappointing experience and made absolute no sense. As I was checking out, I was eating some popcorn. The manager came to up to me to tell me to eat outside, "finish eating your popcorn outside then come out to check in" WHAT? Why? He said he wanted my mask on while I was eating and finish outside then come back inside? I'm 6 months pregnant and your asking me to eat outside in the cold? You should NOT be asked to wear a mask while you are eating! The gentleman at counter, helping me check our, looked puzzled. He helped me check out and I left quickly. Unacceptable. This was unprofessional treatment towards a customer and someone that has been a customer for years. I'm fully vaccinated as well. Never has happened to me before and I have happened traveled to various places during this pandemic. Your policies need to change. Did not feel welcome at all. Unfortunate.

This Hotel is really amazing. The service is extraordinary. Great breakfast!! Very good location. The room is really beautiful and neat.

It a nice swanky type hotel. It's expensive and amenity wise not worth it. I never stayed at W before so I don't know how it compares to others. Here you are paying for the location. location wise it is great as it close to many eating options and of in Polanco.

It’s loud but I liked the energy here. I like how the tequila shots came with a shot of lime and chamoy. Interesting touch. Only came here for drinks but the food looked good from what we saw.

The most dysfunctional customer service ever. I’ve spoken with Vanessa three times and someone else twice asking for group reservation rates. Every time they promise they’ll send it, but nothing. No email, no call back. It’s been 2 weeks of me following up every other day. And Vanessa is the manager. If the manager is so irresponsible what can you expect from the sales staff? We were really excited to stay at this hotel but judging from the pre-arrival customer service we changed our minds. The hotel needs major staff changes and be more responsive. Wasted our time.

The place is nice. Needs some attention but the staff is great. Nice common areas. Good views. Great spa. The did a 90 minute deep sport massage the first day and had another one on my 5 day. The female therapist was very strong and healing. Highly recommend However, the gym is lacking though. The room service menu is very limited.

Amazing stay! The entire staff is so friendly and helpfull, Ivan at check in, Diego the concierge, Christopher at reception. Got the best massage from Fernando at the Spa! The location is perfect, the rooms offer great amenities and views. All the services in general were quick and efficient, definitly would love to go back and visit more of this fantastic city.

The hotel is awesome! The double room is spacious with oversized rain shower and two sinks. The room design can be a bit strange that it is long and narrow. In addition there are no carpets but rather very hard tile floors. The location is probably the best in the city. It looks opulent with lots of embassies and fancy apartments. The only cons is probably the mini sized lobby compared to the hotels next door, but really who cares about lobbies unless you are meeting your clients within the hotel.

I made my 2nd stay at this hotel in Jun 2023. Hotel room and restaurant were nice but the after service is extremely bad. They made a wrong charges to my credit card after my check out. I contacted the reception 3 times to make a refund but no responded to me and nothing has been settled after 1 month. Really disappointed with the service.

Beautiful rooms! Top floor views are unrivaled. Quality breakfast with many options. Staff was the best in all areas.

Stay here every time in Mexico City. Great location, great rooms, hip style and tremendous service, from the lobby, to the restaurants (and Trivvu), to the amazing spa which is clean thoroughly enjoyable. Very safe neighborhood and friendly staff make this a must stay. You can walk out of the hotel, cross the street and find yourself in Polanco, a neighborhood I enjoy more than Beverly Hills. Don’t pass on this.

Rooms are nice, cleaning staff was great but major problems with check-in. We weren’t able to check into our room until ~7pm despite arriving at noon. They kept telling us one hour, one hour. They gave us a free drink but as a result of the delay we were late for our dinner. Very frustrating. On the other hand, hotel is in a great location and they have a spa/sauna/steam room that is available free to all guests which is a nice plus. Overall I would stay here again, but was massively disappointed by the check-in experience.

Overall a great location and fine hotel. This is definitely the party hotel and the lobby will become a club at any moments notice. The staff was overall great and welcoming.

Room had a balcony with a super view but was pretty worn and really was not comfortable despite being an upgrade to a two floor suite. Service at the hotel really varied depending on who you spoke to. Concierge was non existent and the front desk was ok. The doormen were the most helpful downstairs. Restaurant staff were very friendly. Food in restaurants was ok but cold and def not 5 star. Gym was very nice and we'll equipped and maintained. On our last two days there was a crowd of kids outside constantly due to some influencers staying. The hotel managed this very poorly, having us push through a crowd to just walk in the door at any point day or night. Same when we wanted to get a taxi to airport. On checkout my bill had someone's else's address on it, staff did not seem to think this was an issue..and wondered why I wanted it changed. At the airport I called the front desk because we though we had left a wallet. They promised to check and call back but never did. Would not stay again.

Amazing experience! The amenities have something for every one. Fun is guaranteed! The staff was 10/10, especially Mariana in the front desk.

A 5 STAR HOTEL FOR SURE! Beautiful, great location, excellent service and amazing rooms. Really great hotel that offers the best service and view of Mexico City. It’s a great location in Polanco with surrounding restaurants. They offer cab services which are comfortable and convenient. Staff is very kind and knowledgeable which made everything worth it. The rooms are beautiful and that lady sure knows how to clean a room; she did amazing each time. The rooms came fully equipped and the modern electronics and decor was a plus. Water heater fast in the shower and with a huge plus there were great things like makeup remover, skin care products, hygiene products and so forth. Definitely recommend!

This place offers an unforgettable experience. Its elegant and cozy rooms provide comfort and tranquility. The friendly and attentive staff ensures you feel right at home. The central location makes it easy to explore the city. In summary, it's the perfect choice for a pleasant and relaxing stay.

While the grounds may not top my list of W Hotels I've stayed at, the service here is unparalleled, especially for a Marriott. The hotel constantly hosts events, creating a lively atmosphere. Plus, the location is prime. I'd definitely come back, and the spa services were a highlight. Kudos to Vanessa and Rafael for consistently going the extra mile.

The hotel was nice and clean but I’m giving them ONE STAR ACROSS THE BOARD BECAUSE THEY SERVED ME NASTY FOOD THAT GOT ME SEVERELY SICK I WAS ON A BUSINESS TRIP LAST WEEK AND ON MY LAST NIGHT I ORDERED ROOM SERVICE SHRIMP AND ALFREDO PASTA AND LITERALLY HOURS LATER I GOT A STOMACH BUG I ALMOST MISSED MY FLIGHT BACK TO THE U.S. because I was so dehydrated, weak and nearly collapsed from the food I ate. If you stay here, DO NOT EAT HERE!!!! YOU WILL GET SICK. I know for sure it was the room service on my last night here because none of my other co-workers got sick from the places we ate together that day!!! YOU HAVE BEEN WARNED!!!!

I really liked my stay at this wonderful place loved the view the staff was well mannered would come back again.

Really enjoyed my stay here, the hotel was beautiful and all staff were incredibly helpful. Especially Giovanni from the restaurant/bar - thank you!

Great location, excrement service, I felt welcomed. All the staff was very attentive and courteous. The room was great and confortable. I definitively recommend.

Not Very Impressive I was very frustrated with some issues. I think the hotel has issues with hot water. The first day I thought the hot water didn’t work and I took a very cold shower. I have been at hotels like St Regis or Ritz Carlton where the system is more sophisticated that do right and left to figure how the water works and I have never failed to manage that. In this place was only right and left and I left the water running for more than 5 minutes on each side and neither of them worked for hot water. One of the associates came to see if there was any problem and he showed me it was hot. I thought I was losing my mind for a moment until next day when I was taking a shower first the water came down warm and hot and then all the sudden the water was ice cold. It is obvious they have problems with their system. When I mentioned to the manager Diego he basically told me they have not problems at all and that is not their problem. I’m a very happy person overall and I never wrote any bad review to any business before. The gym also has an issue. They have only 2 ellipticals and one of them was not even working during my 5 days stay. They have no towels in the gym for guest either and not even mention a bottle of water or a water fountain. The gym has very little to offer and I was not impressed. I will never be back to this place. Hope they take my review to be a better hotel. They didn’t even acknowledge my titanium membership at all. I noticed in the last 3 years I’m never upgrade for nothing as a titanium from Bonvoy. I wonder if what they offer it is true or not anymore.

Visiting Mexico City has been a magical experience, the W hotel gives you the opportunity to feel right at home, especially for a guy from New York City who is spoiled and accustomed to having the best of pretty much everything 24 hours a day. I have to say a very special Thank you to all the staff here in Polanco who made my stay so safe & comfortable. Juan Carlos & Giovanni at 25 dos are amazing. Start your day with their special service at breakfast, you will Thank me.

Felt like an EDM nightclub; the swank is over the top. The maids were on a towel hunt, removing clean towels, and leaving 1 bath towel to dry 2 bodies. Closet door slid open to trigger motion sensing night lights when you change sleeping positions. Best part was hearing oomf oomf music downstairs while brushing your teeth.

Muchos gracias para todos...the staff were very welcoming and helpful. We will return....

One of the best hotels I’ve ever stayed at, hands down. The W Insiders are all absolutely lovely, including Diego who helped coordinate our trip from the beginning. Marco and Julian, who worked over the weekend I was there, made my trip extra-personalized and went above and beyond in everything they did. The room’s modern edge, as well as the hotel’s unique style and feel made my stay at the W Mexico City even more memorable. Would highly recommend staying here if you end up stopping by in Mexico City.

Beautiful lobby and restaurant decor. Good food for breakfast. Beautiful funky rooms.

Went for a business bfast meeting at 25dos restaurant inside the W and it was great, service was top notch

During a mattress run in Mexico City I tried W to compare with other Marriott options and a few from other hotel chains as well. While W is of a different style than most, given what W is intended to be I thought this hotel was quite good and I can recommend it. I booked the entry level room and was upgraded to a Fantastic Suite as Marriott Bonvoy Ambassador Elite. The room was not very spacious at 50 sqm and it was more like a larger room because there was no separation between the living room and the bedroom. That said, the room was a good fit for the W brand because it was certainly not boring and bland. I liked that the room was very bright with large windows and a nice city view, in fact there was even a window behind the toilet. The window in the shower / bathtub area was perhaps less convenient however because due to the shape of the building there was a view of other rooms of the hotel from there so it was necessary to pull the curtains. The room was nicely decorated with a local flavor including the large painting on the living room wall and the strip above the bed which contained several pieces of local art (wood animals) set in a lit glass enclosure. There was no carpet at all and the floor was almost entirely shiny white tiles, making the room even brighter. There was also a small balcony but the door was locked and it was necessary to call housekeeping to have access to it and it was more to stand up and enjoy the view - there was no chair there. This hotel is not that recent but they entirely renovated it in 2015 and it showed; they did quite a good job with the renovations. The one thing they could never change and which is the weakness of the room in my opinion: the ceiling was very low. This might be an issue for tall guests. For breakfast the menu was entirely a la carte with decent options and the food was delicious. I also had lunch at that same restaurant which was excellent as well. On the ground floor was the Living Room bar with some music which made the reception area a bit noisy. One odd thing is that it was not possible to order drinks only, it was necessary to order at least one snack. Overall W is a nice hotel, I liked the room design, dining was above average, and loyalty recognition was good with the suite upgrade. I can recommend this property to people who like the W brand in general because it does what a W is intended to be quite well.

Not up to the W standard. Yes, it was clean and safe, but staff was very intrusive. Door bell in room will be rung since 7am for cleaning and they will try again every hour from there. Couldn’t sleep in peace. Room service says “whatever whenever” but no one will answer the phone. Stayed at many W hotels but I am disappointed in management in this particular one. Not worth it can get the same treatment at any local hotel. Will not come back

Nice, clean, safe hotel. The restaurant is very good, we didn't have a bad meal here, but highly recommend the braised short ribs. The rooms are very modern, they are smaller and not as comfortable as some hotels. Overall this was a great hotel to stay at in a very nice area of Mexico City.

I came here for my bachelorette and let me tell you this place is AMAZING! This hotel definitely attracts a younger crowd with their awesome nightlife & decor that gives it a youthful feel. The customer service was immaculate from the moment we walked in. Diego was also the best & super helpful into making our trip memorable. We did not have specific plans when it came to dinner and going out & he was always responsive & helped us book tables at all the hotspots in Polanco. I would definitely stay here again!

Can highly recommend this hotel. Staff is extremely friendly and helpful. Breakfast is delicious with a variety of options. The rooms are stunning: nicely decorated, very clean and spacious. The view from our room was amazing. Also, location is perfect next to the bisque de Chapultepec. You are in walking distance to the heart of Polanco and many great restaurants nearby. Great to explore the city.

It's pretty hard to fault a place like this - great location, great service, great bar and an awesome spa. If there's one thing I'd suggest, it would be to create a bigger buffer between the noise on the bottom floors and the guest from floors 5 and up. To this, if you're staying there, stay on the higher floors and you should be fine.

Came here for a spa day and had a great time! The staff were very professional, friendly, and kind. Started off first with the Temezcal Detox which is pretty much a visit in a clay sauna with a special blend of water to throw on the hot stones. Next I did a 90 minute massage and 60 minute facial. Both were just right and comfortable. Finished off with a little pool time and then a shower before heading back into the city. Overall a great experience and pretty affordable!

This hotel is old and outdated. Has not been renovated in so many years it’s easy to tell. My wife and I have stayed at many W hotels in the US and they are typically excellent. This hotel Is simply awful. Other than being I one of the nicest areas of the city it has nothing to offer.

W🤩W this W Hotel is next level with exciting entertainment and world class service!!! The front desk, concierge and staff were so polite and welcoming that I can’t say enough

Can't speak about hotel. Was only in bar. Overpriced. And my bag got stolen from the restroom. Oh joy. Chipolines are tasty though

I stayed here for a week and am glad that I selected this over the Reforma hotels. Because of the location. The hotel is located in Polanco which is full of tree clad streets. lots of restaurants within walking distance. Breakfast was in my room package, and it was hearty. I was in Standard room and found it very good and roomy. There was a Nespresso machine and a small refrigerator. Hot tub and gym were open. Hotel enforced covid checks taking temperature each time bone entered the premise. I ducked one star as the bar had a crazy rule (no drinks without food order) I walked to city parks and Chapultepec park. Uber was easily available. I would stay here again.

Pretty cool hotel. Very well located. Very nice vibe, friday night lobby bar was packed with cool music. Had no battery so I could not take pics but music and tequila were very good.

The W hotel Mexico City is in a fantastic location fun atmosphere great bars and restaurants but the best part of this hotel is the staff. From the moment we checked in we were made to feel special we enjoyed the restaurants the bars the staff is professional and attentive and help make a trip memorable. The concierge service that the W was impeccable arranging tours for us and reservations. The neighborhood cannot be beat able to walk to restaurants bars and parks. Will definitely be back and definitely stay at the W. Thank you for the great memories John from Chicago