muy bien el hotel en general ... la verdad no hay nada extra ni mucho menos meramente un hotel ejecutivo nada familiar.Comment of L. Jaime Alberto , Mexico the 2015-05-26
"Mexico City was a must-visit city but stay away from Camino Real Polanco!"
We planned a trip to Mexico for 6 days, 5 nights. We decided to stay at Camino Real Polanco because our friends who we were traveling with booked rooms here. We arrived late night (around 1 AM) and were very tired from travel. We had booked two standard rooms, requesting adjoining rooms since we have two kids. This was not given, but they were adjacent so we accepted the rooms. However, when we went into the rooms, both were small and outdated. One room had wet carpet and smelled awful. We immediately requested different rooms. The bellboy, Gustavo, sensed our displeasure and so he asked if we wanted bigger rooms. We said, "Yes, please!" This is where it all went wrong. Gustavo showed another room, the "master suite" which had a living room and separate bedroom. The kids would stay in another standard room down the hall. The bellboy asked if this was acceptable' We said, "Yes, but what is the cost of the suite'" Gustavo had the front desk call us in the new room and I spoke to someone over the phone. The person stated that it would be $464 ($390 plus hotel tax) for the room and that the other room that the kids would be staying in would be free (on the house) since we experienced the first room with wet carpet and bad smell. I asked the person over the phone, "Are you sure, that it is $464 per day, total'" The person over the phone said, "Si, es todo. It is total." I told my husband the cost would be total $464 per night and that the 2nd room was free. My husband said, "Go for it" since it was very reasonable. I told Gustavo (bellboy) and the front desk that we would take the suite. They insisted that we stay in the room and that they would get the "new paperwork" and bring for us to sign. When Gustavo returned with the new paperwork, he asked us, "Is it ok, this price of $464 per night' It is a lot of money." So, my husband asked again, "It is $464 total for this room and the other is free'" Gustavo said, "Yes it is $464 total." With that response, my husband signed the new paperwork. Gustavo gave us the room keys and left. My husband and I both thought the new room/suite was nice and that it was much better than the standard room. We didn't mind spending $464 total for this suite and kid's 2nd room instead of $170 x 2 for standard rooms. We were pleased that the hotel was kind enough to accommodate us. The rest of the days were filled sight-seeing. Wonderful pyramids, castle, museums, Frida Kahlo house, and local food. We were having an amazing time everyday, enjoying everything that Mexico City had to offer. At the end of the day, we would return to our suite and the kids would go to their room. We said to ourselves every night, $464 is a good price for these rooms. Fast forward to check out time. We had booked a car through the hotel to take us to the airport. The driver was waiting for us in the lobby. We told him to please give us a moment so we could check out. "No problem," said Felipe. (BTW he is the best driver, message me for his info). Anyway, the front desk printed up our hotel bill and then my husband and I said to each other, "Whoa, what is going on here' The price is so much higher than the $464 per day that we were promised." In fact, they charged us $660 for the suite and then another $170 (plus tax) for the kids room! We were shocked! This was double the price of what we were expecting. We immediately told the front desk that there is a mistake with the room rate. She pulled out the paperwork and showed us what we signed. My husband said, "That's not what I signed. I signed paperwork that said $464." The woman said, "This is the only paperwork we have. It says you agreed to $170 for each room plus and uncharge of $390 for the suite." We emphatically said, "No we didn't! We agreed to $464 total for both rooms. We never agreed to this." We asked, "Where is the paperwork that said $464'" The woman said, "This is the only paperwork I have." We asked to see the paperwork. What she gave us was the original paperwork that said $170 each room and there was a "stamp" on the upper corner with a handwritten $390 "upcharge". We asked again, "Where is the paperwork that said $464'" The woman looked confused and insisted that there was nothing else. At this point, 30 minutes had passed and our driver was still waiting for us. We were starting to get anxious to leave for the airport but we knew we had to take care of the bill before we left. We asked for a manager. The manager came over and we explained the situation again. At this point, our friend (the other family that we were traveling with) arrived in the lobby and asked if we needed any help. He lives in Mexico and so is a native Spanish speaker. We explained our situation to our friend. We went back and forth with the manager for another 30 minutes. We were at this point, anxious to leave for the airport as we could not miss our flight. We asked for the manager's manager. It was going to take another 15 minutes until she arrived. We figured that it would add on another 30-45 before we could leave for the airport. We decided we could not wait anymore. We had no other recourse but to pay the outrageous bill and leave. Our Mexican friend stayed and said he would talk to the manager's manager. We hurried away to the airport. We made our flights just in time. Our friend texted us later saying that the hotel would not budge. They didn't want to give any reduction to the bill! We are beyond outraged and feel cheated and tricked. The hotel sent an email to my husband later and said, "Sorry for misunderstanding but we will give you some discount next time you stay with us." Wow! How generous! Needless to say, we will visit Mexico City again but will NEVER NEVER STAY at Camino Real Polanco AGAIN. We are telling everyone we know and now, the Trip Advisor audience. BEWARE and STAY FAR AWAY from this dubious hotel and their management. SHAME on them. This is how they treat their customers! Horrible hotel experience!
"Good, convenient location, above average service, average facilities"
for approximately $150 USD I thought this place was fine. I thought having to pay for wifi was a bit ridiculous, though. They didn't even have free wifi in the common places. We had a first floor room which looked out onto the inner court. We swam in the pool and ate at the breakfast restaurant (which was not included in the nightly rate). It was against our better judgement because there are other restaurants (including an uber ride) which are just as good (or better) for a similar or cheaper price. The location is super convenient and close to a lot of places to see. As others noted, the rooms are a bit dated but not horrible. I suppose if they wait another 10 years, they might be retro and in style again :) I'd stay here again due to the location, comfortable beds and affordable price.
"Good rooms, service but prices not that good"
I stayed here almost a week for a work travel, the service was really good, but been an hotel with that range of prices and mostly the people who stays there is cause of business should be at least gave us free wifi, I mean if you go to Super 8 you got free internet, why this expensive hotel can gave us that. The menú for food is really limitated and so expensive. The good things are that youre close to Polanco so you can go out and have a good meal for a good price. My last day I came "early" aroud 2:30 pm and my room wasnt ready I have to ask for they to go and clean it, I was really tired just want to sleep in.
"Classic Mexican hotel"
Conveniently located in Polanco, the camino real is a México city classic. The rooms are due for an update and the hotel is big, it can take you a while to get from A to B inside the hotel, but they have a good amount of dining options which make up for the lack of restaurants within walking distance
"3rd visit to a trusted and quiet accommodation"
I am frequently traveling into Mexico City on Business. I have stayed at the Polanco location 3 times now. Safe, great service, centrally located and easy to get into and out of. Many restaurants are located within the premises, but I prefer to dine in the many amazing eating spots located within a 10 minute walk of the hotel. Some shopping is close by. A favourite spot is the Liverpool store located just over 10 minutes away walking. My honest opinion is that the rooms and decor need some updating. During my stay last year, I had the very unique and unexpected chance meeting with Mexico President, Enrique Peña Nieto at the hotel. He was an honoured guest at an event at the hotel. Hey, if the President likes this hotel, it has be a top place to visit'' However the bathrooms and showers are worth the visit. Based on the great service I always receive, I would certainly look to stay at other Camino Real locations.
Credit cards accepted by the hotel: Visa - MasterCard
Check-in: 3:00 PM , Check-out: 1:00 PM