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Reviews of DoubleTree by Hilton Hotel Mexico City Santa Fe

3.5 out of 5
DoubleTree by Hilton Hotel Mexico City Santa Fe
Calle 3 No. 55 Col. Lomas de Santa Fe, Mexico City

Reviews

8.2

Very good

Rating 10 - Excellent. 291 out of 584 reviews" "
Rating 8 - Good. 161 out of 584 reviews" "
Rating 6 - Okay. 58 out of 584 reviews" "
Rating 4 - Poor. 30 out of 584 reviews" "
Rating 2 - Terrible. 44 out of 584 reviews" "

8.8/10

Cleanliness

8.4/10

Staff & service

8.0/10

Amenities

8.4/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

2/10 Terrible

Juliette

Business traveller, Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Muy feo hotel, no vale lo que cuesta. Mal Servicio.
Stayed 1 night in Mar 2024
Response from Equipo de ventas on 12 Mar 2024
Hola Juliette, Agradecemos mucho nos hagas llegar tus comentarios, nos gustaría tener mayor feedback de tu parte para poder dar un seguimiento mucho más puntual a tu experiencia, podrías enviarnos un correo a mexst_ventas@hilton.com con los detalles de tu estancia?Muchas gracias y quedo pendiente. Saludos!

6/10 Okay

Tiffany

Liked: Cleanliness
Disliked: Staff & service
Stayed 2 nights in Dec 2023
Response from Equipo Ventas on 8 Jan 2024
Hola Tiffany, Agradecemos mucho nos hagas llegar tus comentarios, mismos que hemos compartido con los gerentes para su seguimiento y mejora, de igual forma, nos gustaría tener mayor información de lo ocurrido para poder dar un seguimiento más puntual, pudieras enviarnos un mail a mexst_ventas@hilton.com con los detalles? Muchas gracias y quedamos pendientes. Saludos!

6/10 Okay

KELLY

Travelled with partner
Liked: Cleanliness
Disliked: Amenities
Pretty average hotel, shouldn't even have "hilton" in the name, you can definitely get something better in the downtown area of Mexico City. The only highlight was the pool
Stayed 2 nights in Dec 2023
Response from Sales Team on 8 Jan 2024
Hi Kelly, Agradecemos mucho nos hagas llegar tus comentarios, mismos que hemos compartido con los gerentes para su seguimiento y mejora, de igual forma, nos gustaría tener mayor información de lo ocurrido para poder dar un seguimiento más puntual, pudieras enviarnos un mail a mexst_ventas@hilton.com con los detalles? Muchas gracias y quedamos pendientes. Saludos!

2/10 Terrible

Omar

Travelled with family
Disliked: Staff & service, property conditions & facilities
Pésimo servicio para ser double tree
Stayed 5 nights in Dec 2023
Response from Equipo Ventas on 8 Jan 2024
Hola Omar, Agradecemos mucho nos hagas llegar tus comentarios, mismos que hemos compartido con los gerentes para su seguimiento y mejora, de igual forma, nos gustaría tener mayor información de lo ocurrido para poder dar un seguimiento más puntual, pudieras enviarnos un mail a mexst_ventas@hilton.com con los detalles? Muchas gracias y quedamos pendientes. Saludos!

2/10 Terrible

Omar

Stayed 3 nights in Dec 2023
Response from Equipo Ventas on 19 Jan 2024
Hola Omar. Agradecemos mucho nos hagas llegar tu review, sin embargo quisieramos tener mayor detalle sobre tu experiencia, para poder dar soluciones y seguimiento oportuno, podrías enviarnos un correo a mexst_ventas@hilton.com explicando lo sucedido durante tu estancia. Saludos

10/10 Excellent

Michael

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Equipo Ventas on 8 Jan 2024
Hola Michael. Agradecemos mucho nos hagas llegar tus comentarios. Nos da mucho gusto saber que cumplimos con tus expectativas de viaje. Esperamos tenerte de regreso pronto. Saludos!

6/10 Okay

anna

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
The restaurant take too long time for service and was expensive
Stayed 5 nights in Nov 2023
Response from Equipo de ventas on 29 Nov 2023
Hola Anna, Agradecemos mucho te hayas hospedado con nosotros, y nos compartas tus comentarios, mismos que ya fueron compartidos con la gerencia expectativas de viaje. Saludos!

8/10 Good

Jochen

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great
Stayed 1 night in Nov 2023
Response from Equipo de ventas on 29 Nov 2023
Hola Jochen, Agradecemos mucho te hayas hospedado con nosotros, nos da mucho gusto saber que cumplimos con tus expectativas de viaje. Saludos!

8/10 Good

Luis Miguel

Liked: Cleanliness, amenities
Disliked: Staff & service
Stayed 1 night in Nov 2023
Response from Equipo Ventas on 8 Jan 2024
Agradecemos mucho nos hagas llegar tus comentarios. Nos da mucho gusto saber que cumplimos con tus expectativas de viaje. Esperamos tenerte de regreso pronto. Saludos!

4/10 Poor

Mariann

Stayed 4 nights in Nov 2023
Response from Equipo de ventas on 14 Dec 2023
Hola Mariann, Agradecemos mucho te hayas hospedado con nosotros. Nos gustaría tener mayor detalle sobre tu experiencia, crees que nos pudieras mandar un correo a mexst_ventas@hilton.com, quisieramos dar un seguimiento más puntual. Saludos!

10/10 Excellent

Claudia

Travelled with family, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Amazing service and staff. The area around the hotel is not very walkable, since it is mostly highways and roads without sidewalks. There is a beautiful mall just 5 minutes away, however, and the hotel has taxis available in the lobby that take you there for an affordable price.
Stayed 2 nights in Nov 2023
Response from Sales Team on 15 Nov 2023
Hi Claudia, Thanks for your feedback, we are very happy to know you had a pleasant stay with us, hope to see you back soon. Best regards.

8/10 Good

Verified traveller

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Oct 2023
Response from Equipo de ventas on 25 Oct 2023
Hola. Agradecemos mucho te hayas hospedado con nosotros. Nos da gusto saber que cumplimos con tus expectativas de viaje. Saludos!

8/10 Good

Arturo

Stayed 1 night in Aug 2023
Response from Equipo de ventas on 5 Sept 2023
Hola Arturo, Agradecemos mucho te hayas hospedado con nosotros. Nos da gusto saber que cumplimos con tus expectativas de viaje. Esperamos tenerte de regreso pronto. Saludos!

10/10 Excellent

Jessica

Stayed 7 nights in Jul 2023
Response from Equipo de ventas on 5 Sept 2023
Hola Jessica, Agradecemos mucho te hayas hospedado con nosotros, nos da mucho gusto saber que cumplimos con tus expectativas de viaje. Saludos!

10/10 Excellent

Rafael

Stayed 1 night in Jul 2023
Response from Equipo de ventas on 31 Jul 2023
Hola Rafael, Agradecemos mucho te hayas hospedado con nosotros. Nos da gusto saber que cumplimos con tus expectativas de viaje. Saludos!

10/10 Excellent

William

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Excellent property, great views
Stayed 2 nights in Jun 2023
Response from Sales Team on 3 Jul 2023
Hi William, Thanks for your feedback, we are very glad to know you had a pleasant stay with us. Hope to see you back soon, Best regards

6/10 Okay

Luis

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
We had a problem with AC in the room, it took a long time for hotel staff to find a solution for it, we as for extra towels and pillows, also the staff took around one hour to get them to our room. We couldn’t go to bed until 12am waiting for hotel staff to solve our issues.
Stayed 2 nights in May 2023
Response from Samuel on 30 May 2023
Dear Luis, Thank you so much for your feedback. We have already shared your comments with the corresponding area managers for improvement. Once again, thank you so much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

Donald, Batroumin - el Koura

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Decent
Stayed 3 nights in Apr 2023
Response from Samuel on 9 May 2023
Estimado Donald, Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

10/10 Excellent

Rolando

Stayed 1 night in Apr 2023
Response from Samuel on 9 May 2023
Estimado Rolando,Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

6/10 Okay

Santos Paredes

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
In room 250, there was this very loud noise that sounded like a loud bang that would occur once an hour sometimes twice even through the night that disrupted sleep. That was literally the only issue, but a pretty important one I would say. The staff and team were all fantastic!
Stayed 5 nights in Apr 2023
Response from Samuel on 18 Apr 2023
Hi Santos, Thank you so much for your feedback. We have already shared your comments with the corresponding area managers for improvement. Once again, thank you so much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

jazmin

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Very nice hotel
Stayed 7 nights in Mar 2023
Response from Samuel on 3 Apr 2023
Dear Jazmin Thank you so much for your evaluation.Hope to see you soon.Kind regards.

8/10 Good

Chan

Stayed 5 nights in Mar 2023
Response from Samuel on 10 Apr 2023
Estimado Chan,Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

4/10 Poor

Iván Alejandro

Stayed 1 night in Mar 2023
Response from Samuel on 21 Mar 2023
Estimado Ivan,Muchas gracias por su evaluación, nos gustaria saber que nos falto para que su estancia fuera completamente placentera, si tiene la oportunidad de retroalimentarnos via MEXST_VENTAS@hilton.com, se lo agradeceremos enormemente,Saludos cordiales.

2/10 Terrible

Fernando

Stayed 2 nights in Mar 2023
Response from Samuel on 14 Mar 2023
Estimado Fernando, Lamentamos que su experiencia con nosotros no fuera grata, nos gustaria saber mas detalles , seria tan amable de escribirnos a MEXST_DS@hilton.com explicandonos que sucedio?.Le esperamos pronto de regreso y poder cambiar la perspectiva del hotel.Saludos

8/10 Good

Guillermo

Business traveller
Liked: Cleanliness, property conditions & facilities, room comfort
Short of staff, nobody at the bar to attend. Had a couple of people running up and down to serve guests, waiting time to be served is longer than usual at any other hotel.
Stayed 3 nights in Mar 2023
Response from Samuel on 14 Mar 2023
Hi Guillermo, Thank you so much for your feedback. We have already shared your comments with the corresponding area managers for improvement. Once again, thank you so much for your comments. We look forward to seeing you soon. Best Regards.

2/10 Terrible

Renato

Business traveller
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Pictures in expedia very different from reality.
Stayed 1 night in Feb 2023
Response from Samuel on 3 Mar 2023
Hi Renato, Thank you so much for your feedback. We have already shared your comments with the corresponding area managers for improvement. Once again, thank you very much for your comments. We look forward to seeing you soon. Best Regards.

8/10 Good

Sylvia

Stayed 1 night in Jan 2023
Response from Samuel on 6 Mar 2023
Estimada Sylvia,Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

8/10 Good

Krisztina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Place is nice, comfortable and clean. Good location and great views. Food was just ok. Service also good.
Stayed 3 nights in Jan 2023
Response from Samuel on 31 Jan 2023
Hi Krisztina, Thank you so much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

Julianna

Response from Samuel on 3 Apr 2023
Estimada Julianna,Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

10/10 Excellent

franco

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great service
Stayed 1 night in Nov 2022
Response from Samuel on 16 Nov 2022
Estimado Franco,Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje, le esperamos de regreso muy pronto. Saludos cordiales.

2/10 Terrible

Alberto

Stayed 2 nights in Nov 2022

8/10 Good

oscar e

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel is well located to go to the expo; however, to go anywhere else you need to go by car.
Stayed 2 nights in Oct 2022
Response from Samuel on 14 Oct 2022
Thank you so much for your evaluation.We have executive taxis located in motor lobby for shuttle services.Hope to see you soon.Kind regards.

8/10 Good

Monica

Stayed 2 nights in Sep 2022
Response from Samuel on 10 Oct 2022
Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje y le esperamos de regreso muy pronto. Saludos cordiales.

8/10 Good

Laura

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff is very nice, but if you don't speak Spanish it is hard to communicate with hotel staff at times. Room service is a hit or miss, sometimes its great and sometimes the food is not so great.
Stayed 11 nights in Aug 2022
Response from Samuel on 14 Sept 2022
Hi Laura, Thank you so much for your feedback, we are sorry for the inconvenience.We have already shared your comments with the corresponding area managers for improvement. Once again, thank you very much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

FRANCISCO

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Estuvimos muy cómodos siempre estuvimos bien atendidos solamente el desayuno buffet no era muy bueno la comida no estaba a la altura del precio pero lo demás estuvimos bien el vallet parking muy excelente servicio fue el mejor del hotel aunque era separado de las instalaciones del hotel
Stayed 8 nights in Aug 2022
Response from Samuel on 9 Sept 2022
Estimado Francisco, Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje y le esperamos de regreso muy pronto. Hemos compartido los comentarios con el chef ejecutivo para que pueda mejorar el desayuno.Saludos cordiales.

4/10 Poor

Karla

Liked: Staff & service
Disliked: Amenities, property conditions & facilities
No le han dado mantenimiento a las salas de la alberxa y las toallas para la pool estaban super viejas y rotas , nada q ver las fotos con el lugar
Stayed 2 nights in Jul 2022

8/10 Good

Lisa

Travelled with family and small children
Liked: Cleanliness, staff & service, property conditions & facilities
I was satisfied with our stay, especially Nancy who did an excellent job at organizing and cleaning our room. Two things that dissatisfied me were the cookies that double tree is known for were really different, when they finally gave them to us the 4th day they were rock hard. The breakfast was really over priced for the selection. The food was bland and just not a good selection. I preferred to go out to eat then eat there which was not always convenient early in the morning. Ijust expected more from a buffet. But other than that all hotel staff was very helpful, professional, friendly and eager to help us. Thank you.
Stayed 7 nights in Jul 2022
Response from Samuel on 1 Aug 2022
Hi Lisa, Thank you so much for your feedback, we are sorry for what happened with the cookie & our buffet. We have already shared your comments with the corresponding area managers for improvement. Once again, thank you very much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

Alejandro Javier Pulido

Travelled with family
Liked: Staff & service, property conditions & facilities
Friendly staff and helpful employees clean and comfortable
Stayed 6 nights in Jul 2022
Response from Samuel on 19 Jul 2022
Thank you so much for your message, it is a pleasure to know that we met your travel expectations and we hope to see you once again soon. Best Regards and excellent weekend!

10/10 Excellent

Myriam Yazmin Gonzalez

Business traveller
Liked: Cleanliness, amenities, property conditions & facilities
Un hotel muy agradable para descansar con ubicación excelente.
Stayed 1 night in Jul 2022
Response from Samuel on 15 Jul 2022
Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje y le esperamos de regreso muy pronto. Saludos cordiales.

10/10 Excellent

Manuel

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
my only complaint is hotel walking entrance very complicated..other than that everything was very good
Stayed 1 night in Jun 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 6 Jul 2022
Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus expectativas de viaje y le esperamos de regreso muy pronto. Saludos cordiales.

10/10 Excellent

Alejandro

Business traveller, Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
we have a great hospitality from Expedia and staff of the hotel. Its was great the location, near what we need the Expo BBVA Santa FE 1 block away walking.
Stayed 6 nights in Jun 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 26 Jun 2022
Thank you so much for your message, it is a pleasure to know that we met your travel expectations and we hope to see you once again soon. Best Regards and excellent weekend!

8/10 Good

Rodrigo

Stayed 2 nights in Jun 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 21 Jun 2022
Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus espectadoras de viaje y esperamos regrese muy pronto con nosotros. Saludos cordiales y muchas gracias!

10/10 Excellent

Angel

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great hotel
Stayed 1 night in May 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 21 Jun 2022
Muchas gracias por su evaluación, es un gusto saber que cumplimos con sus espectadoras de viaje y esperamos regrese muy pronto con nosotros. Saludos cordiales y muchas gracias!

4/10 Poor

Eduardo

Stayed 1 night in Apr 2022
Response from Argenis on 1 Aug 2022
Gracias por su valoración esperamos verlo pronto. Saludos cordiales

8/10 Good

Lorena

Stayed 5 nights in Mar 2022
Response from Argenis on 1 Aug 2022
Gracias por su valoración esperamos verlo pronto. Saludos cordiales

2/10 Terrible

Lebhar

Travelled with partner
Disliked: Staff & service, property conditions & facilities
The room did not have any windows that open. The AC was not working. The room was boiling hot to the point I could not breathe. I told the staff about it and they told me to take it up with Expedia. I immediately left.
Stayed 1 night in Mar 2022
Response from DoubleTree By Hilton Hotel Mexico City Santa Fe on 19 Apr 2022
Thank you very much for your feedback, we are sorry for what happened and we have already shared your comments with the corresponding area managers for improvement. Regarding the windows, for security reasons it is not possible to open them given the location of the rooms. Once again, thank you very much for your comments. We look forward to seeing you soon. Best Regards.

10/10 Excellent

lourdes teresa

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location, staff was amazing, nice and clean rooms
Stayed 4 nights in Mar 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 22 Mar 2022
Muchas gracias por tomarse el tiempo suficiente para realizar esta pequeña evaluación, es un gusto saber que cumplimos con sus expectativas de viaje y esperamos este de regreso muy pronto con nosotros. Saludos cordiales.

2/10 Terrible

Lauryn

Stayed 1 night in Mar 2022

10/10 Excellent

Esteban, Escondido

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff was very kind and professional
Stayed 2 nights in Jan 2022
Response from Argenis Granados on 1 Feb 2022
Thank you for your comment! We hope to see you soon again. Best regards

4/10 Poor

Bykttor

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Escogí el hotel por el renombre de la cadena y porque ya me he hospedado en otros de la misma cadena sin inconvenientes. Lamentablemente durante mi estadía se dieron áreas de mejora que en reiteradas ocasiones lo comunique al personal de recepción y por más que me indicaron que se iban a corregir no fue así. Veo que fue un problema de comunicación y coordinación interna que aunque el muy amable personal del hotel (la mayoría) trataron de corregir, no se logró y esto no me garantiza que en una segunda reserva que tenia el problema se solucione por lo que decidí buscar otra opción de hotel, los problemas se deben de corregir en el momento. Pequeños grandes detalles fueron importantes para decidir no volver con uds. Espero que el gerente tome las medidas para que otros huéspedes no pasen lo mismo que pasamos las personas de las 3 habitaciones que tuvimos con ustedes.
Stayed 5 nights in Jan 2022
Response from DoubleTree by Hilton Mexico City Santa Fe on 5 Feb 2022
Estimado Bykktor, Esperamos se encuentre muy bien y agradecemos nos haya hecho llegar sus comentarios, ya hemos canalizado la retroalimentación de este medio y proporcionadas personalmente durante su estancia a los supervisores correspondientes para que se puedan pulir estos detalles y en su siguiente visita reciba la calidad de servicio que usted se merece. Quedadmos muy al pendiente, Saludos cordiales y excelente día.