Sofitel Mexico City Reforma 5 stars

The Sofitel is extremely well located and in the safe part of town with everything within easy walking distance. The pool is wonderful and the Gym is spectacular...located on the 38th floor with beautiful views. I was attending a wedding so it was super convenient, hanging out with friends. There is a nice and convenient Deli shop on the ground floor to pick up a quick snack before heading out for the day. On my checkout, while it was smooth, I discovered the hotel had charged me twice for my stay. I wrote to them twice to reverse the duplicate charge but no one cared to respond. Phones are not well attended. Finally, I was forced to dispute the transaction with Amex in order to get my refund. It has been 5 days now, and the hotel has still not cared to respond. Very poor form - for a reputable hotel of such a prestigious standing.

My trip here was so lovely! The room service was the best part! Juan Carlos provided a wonderful service and brought me coffee every morning before having to head out at the crack of dawn! Will definitely be coming back!

An amazing 4-night stay in Mexico City and at Sofitel! First, the location is perfect. We were able to walk to almost all the places we wanted or easily rent bikes. It also felt very safe and clean outside the hotel. On Sunday's, when the streets closed down for cars, it was amazing to bike up and down the main road! Inside the hotel, it is a wonderful, tall building with breathtaking views. The staff are all, at minimum, bi-lingual, which was helpful as my Spanish is limited. Everyone was friendly and accommodating. I always felt safe, clean, and welcomed. The rooftop bar had amazing views (even though I'm scared of heights). They sat us outside at a great table and the server was very understanding when I asked to move inside due to my fears kicking in. Even though the place was full, he helped accommodate me. One of my favorite parts of the hotel is their Club Millesime. If you have the chance to upgrade into it, I would recommend. It provided a wonderful lounge experience each morning to get our day started with a light breakfast and coffee, and a perfect pre/post dinner location with great views from the 36th floor. While all of the staff in this Club were fantastic, Natalia O. definitely made the experience top-notch. She helped refer us to new restaurants, answered all our questions, remembered us all (4) nights, made wonderful cocktails, and overall was a joy to be around. It was great to see her each evening and spend time talking with her- you could tell she truly enjoyed her job! The photo included is from the lounge. My only suggestion is to make the gym cooler. With the big windows, it got very hot while running on the treadmill.

Had an awesome experience in the Sofitel at this lounge. Natalia and the team provided excellent service for our group throughout the evening. Will definitely be going back again for the ambience and exceptional service.

The hotel and facilities are great, however the customer service wasn’t. The staff was slow, did not attend customer needs and got my pronouns wrong.