Live Aqua Ciudad de Mexico Bosques de las Lomas

“Andrea at front desk is a great asset. Solution oriented and respectful!”

The staff and service. Location

“Prima goede locatie en erg vriendelijk personeel”

Locatie en service

“Comfort”

Comodidad

“Uneven service”

The majority of the staff are very kind. The spa is excellent.

I made the concierge aware that I was recovering from major surgery as part of my cancer treatment and asked to extend my stay for several hours so that I could rest before taking an overnight flight. They charged me 50% of the room cost for four extra hours but did not update my room card to reflect this. I got locked out of my room with half my possessions in the corridor and half still in the room. I asked for help from housekeeping and she treated me with contempt - walking over to me with performative slowness and then telling me to go down to reception and deal with it myself. It took me literally begging her multiple times to call down to reception using the radio to confirm it was my room. She truly did not care at all about my situation. I don't expect to be treated like this at a hotel. The room itself, a suite, was a little tired - furniture and flooring with damage to it. The hairdryer was missing the attachment. I felt like the suite had only been cleaned hastily. Check in was from 3pm and I indicated in my booking that I would arrive at that time, yet when I got there, my room was not ready. Suites have lower occupancy rates than regular rooms so I'm not clear how mine wasn't ready when I arrived. I thought it was a bit cheeky to charge me to extend my stay into the afternoon on checkout day when they had not honoured my check in time and pretty much stole an hour from me.