Sofitel Mexico City Reforma Hotel 5 stars

I feel really sorry to say it, but all the efforts and top notch service of the front desk and guest relatiins was crisscrossed by the attitude of personell of the restaurants. Let me summarise circumstances of both cases I had misfortune to be a part of: 1. 38 floor bar. I came there July 23rd at about 13:30 having welcome drink voucher. Lady at a guest service had me seated at the balcony and left with the voucher to find it out what exactly I could get for it. That was quite strange as she supposed to know it in advance, but the real problem was me sitting there for like 10 min and nobody came to serve me. Based on that I decided that leaving was the best I could do within this situation 2. Main restaurant at 12 floor. I came there July 23rd at 18:00 to have a dinner. They didn't offer a buffet I have a right to (I believe, ex-Millesime lounge menu), but a la card only. My problem is they just didn't have in a la card food I enjoyed in buffet. Officially speaking, I see at least one general issue related to the situations above. I was not able to use privileges of my Accor status and type of room I have chosen. I believe it is not according to general guidelines of Sofitel. Based on aforementioned I kindly ask you to inform me about the results of this case investigation and measures you have taken. Best regards, Andrey T.

The hotel overall is below anyone's expectation who was hoping to stay at a five star hotel

My reservation was mistakenly made by myself for the following week. The front desk agent and reservations corrected my error and made the adjustment to check me in. That began a very enjoyable stay in the Sofitel's sophisticated, yet relaxed environment. The premises and service were exceptional. The staff seemed sincere and eager to help with anything at anytime.

The staff were very attentive, particularly Karla Prats, the assistant guest relations manager.

The staff was amazing made a month long stay feel like I was at home. Service and attention they provided was outstanding. Hotel was clean an sterile the entire 40 days I was there. Food and beverages are 5 star. Not one complaint at all. Definitely will stay again and highly recommend

I have stayed I’m many of the top hotels in the city and this was hands down my best experience . from the female security attendant at the hotel ( don’t remember her name ) , to the concierge Arturo and the front desk team and guest relations especially Jose and Fernanda simply outstanding professionals and human beings . Won’t hesitate to return !

An amazing stay from beginning to end. Excellent location, great food, lovely facilities (such as pool and gym), and extremely attentive staff. I would like to give a special thanks to Fernanda and Maria Jose for their outstanding customer service skills. I look forward to staying there again!

The employees are very nice and friendly. Unfortunately There is not a lot of follow through with customer’s requests. The food is very marginal. Good quality, but not that good for the prices charged.

not that i’m a major globetrotter, but best hotel I’ve ever been too… by far. amazing

Everything was excellent, I only want to add maybe you should said to the clients that has the late check in at 4 pm that the keys will be disactivated at 12 pm we where in the pool and stay out of our room in swimwear until someone help us, hahaha but the hotel and the food was awesome.

We stayed to celebrate our wedding night, from the moment we arrived we were treated excellently, we received an upgrade to a room with an incredible view and received an amenity on our wedding day. The hotel is beautiful and the staff was extremely friendly.

we stayed 4 nights - super comfortable room, delicious food including room service, and what a view of the city! the pool was awesome and my boyfriend said he got the best massage of his life at the spa! definitely plan on returning.

Great service, amazing view and great location. The pool is amazing !

I had an extended stay here recently. They're following proper COVID protocol and I felt safe in every way. It's a beautiful hotel, focused on hospitality. Liliana at Guest Services was particularly helpful, professional and courteous. She went out of her way to assist me with documents my office needed from me. I would be happy to return to this hotel anytime.

I stayed for 8 nights in this hotel where all the staff has made me feel both safe and at home. The rooms are absolutely gorgeous and the bed super confortable. The views from the rooms as well as the pool are stunning. I will fire sure come back next time I come to CDMX!