Mexico City Marriott Reforma Hotel in Mexico City

This hotel engages in billing fraud. Be careful when paying for your room. We explicitly told the person at the front desk named Omar that we want USD price as the booking advertises in USD prices. He gave us the price before paying with $2184 and ~36000 pesos. We told him numerous times we want USD because he kept saying oh well include incidents and I had no clue what that meant. I just kept telling him it’s $2184 USD on my card. He said yes. Then we get charged $3250 and the receipt shows 55000 pesos. I immediately call him out and Omar keeps quite frankly BSing me. I have no clue why the paper would say 36000 pesos then the receipt after shows 55000 pesos other then a scam. After numerous back and forth. I was told I need to pay the $2184 again before I can get a refund. I asked for a supervisor and told me the same thing. I asked for a refund receipt and the best they could do is give me a piece of paper that says .01 pesos on it. I am currently double charged (actually more since they Upcharges the first time) and I have no idea if I received the refund or not but plan to be following up with corporate.

We also went down to the bar, food and drinks were abysmal. Full with nothing but ice. Locals then came and ordered and got way better service, presentation and food. I do not recommend this hotel whatsoever.

Omar and this marriot, you need to understand that scamming people isn’t right. Keep in mind, this whole time I had my family including my elderly 90 year old grandma waiting to check in. Disaster.

The room was average. We were told we would get a room with a view, but the view was terrible—it overlooked other rooftops. There weren’t even bathrobes provided. The gym was mediocre at best. The jacuzzi system is in desperate need of an upgrade; it feels like the last update was in the early 2000s. The pool was cold.
For the quality offered, the price is absolutely not worth it. It feels like they are simply selling a brand name and a good location.
The staff was friendly except for the bar...

Reception at this hotel is deceptive! I booked directly with Marriott and was quoted a rate in USD. At checkout, the hotel converted the rate into MXN using their own rate of 20.5 MXN per USD instead of the market rate of around 18:1 at the time, adding about $300 to my bill. None of this was disclosed. When I questioned the higher charge at check-in, I was told it was just a hold for incidentals and that I would be charged the quoted USD amount. That was not true — the full inflated amount posted.

I’ve never seen a business charge a conversion fee just to charge in its own home currency. Hotels are supposed to convert USD-quoted rates into MXN at the market rate and let the bank handle conversion. Marriott Corporate acknowledged this should not have happened, but because this property is a franchise, they could not fix it.

I was also charged $75 USD a night to add lounge access and I pointed out to them that the website states $60 USD a night. It’s truly unfortunate because this could be an excellent hotel if it weren’t for the reception. The concierge, housekeeping, M Club lounge staff, and location were all wonderful. If you must stay here, check your bill carefully!