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Reviews of AC Hotel by Marriott Santa Fe

3.5 out of 5
AC Hotel by Marriott Santa Fe
Juan Salvador Agraz No 130 Colonia Santa, Mexico City, CDMX

Reviews

8.6

Excellent

Rating 10 - Excellent. 431 out of 776 reviews" "
Rating 8 - Good. 191 out of 776 reviews" "
Rating 6 - Okay. 74 out of 776 reviews" "
Rating 4 - Poor. 42 out of 776 reviews" "
Rating 2 - Terrible. 38 out of 776 reviews" "

9.0/10

Cleanliness

8.6/10

Staff & service

8.4/10

Amenities

8.8/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

8/10 Good

Kevin, Portland

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
This hotel is very peaceful and friendly, perfect for a weekend getaway. The pool is clean and warm, and the food is excellent. We particularly enjoyed the ribeye steak and grilled salmon. The serrano ham was delicious too, and freshly cut in front of guests in the restaurant. The only minor downside is a missing coffee machine in the room, and we saw a few minor things that could use some fixing (towel hooks, door locks, a blind that couldn't be fully lowered). As a regular visitor to this hotel, I very much hope they give the place a bit of TLC to get it back to tip top condition. Definitely a great place to visit.
Stayed 1 night in Apr 2024
Response from Ac Hotel by Marriott Santa Fe on 2024/4/23
Dear Kevin,We appreciate your preference and kind comments, we will work in the points that you had in the last stay to make a new best experience.Regards

2/10 Terrible

ELIEZER

Disliked: Staff & service, property conditions & facilities
Stayed 6 nights in Mar 2024
Response from AC Hotel by Marriott Santa Fe on 2024/3/13
Buen día estimado Eliezer,Lamentamos mucho los inconvenientes que presento en su estancia, me gustaría tener un poco mas de retroalimentación para poder apoyarle, con gusto dejo mis datos de contacto itzel.gomez@aimbridge.com

6/10 Okay

Berenice

Traveled with family and small children
Liked: Amenities
Disliked: Cleanliness
Pool was very dirty
Stayed 1 night in Feb 2024
Response from AC Hotel by Marriott Santa Fe on 2024/2/19
Agradecemos tus comentarios y atenderemos de manera inmediata la incomodidad que nos mencionas, lamentamos los inconvenientes.

10/10 Excellent

Luis

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was really amazing. We love AC hotels.
Stayed 4 nights in Jan 2024
Response from AC Hotel by Marriott Santa Fe on 2024/2/26
Dear LuisThanks for your comments, we appreciate your stay with us.See you soon.Regards

10/10 Excellent

Paula

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from AC Hotel by Marriott Santa Fe on 2024/1/8
Agradecemos su preferencia y esperamos verle pronto.

8/10 Good

Roy

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
Buena estancia
Stayed 1 night in Jan 2024
Response from AC Hotel by Marriott Santa Fe on 2024/1/8
Agradecemos su preferencia y los buenos comentarios, esperamos verle pronto.

10/10 Excellent

Maria Alejandra Davila

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Jan 2024
Response from AC Hotel by Marriott Santa Fe on 2024/1/8
Agradecemos su preferencia y los buenos comentarios, esperamos verle pronto.

10/10 Excellent

German

Business traveler
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Response from AC Hotel by Marriott Santa Fe on 2024/2/6
Buen día,Agradecemos tu preferencia y amables comentarios, esperamos verte pronto.

10/10 Excellent

sergio

Liked: Cleanliness, staff & service, property conditions & facilities
deberian de Facturar en el establecimiento
Stayed 1 night in Nov 2023
Response from AC Hotel by Marriott Santa Fe on 2023/11/22
Agradecemos sus comentarios y esperamos verlo pronto.Lamentablemente las cuestiones de facturación son por el medio de reserva, ya que Expedia factura directamente al cliente.

8/10 Good

Luis Gustavo

Business traveler
Liked: Cleanliness, staff & service
Average
Stayed 1 night in Oct 2023
Response from AC Hotel by Marriott Santa Fe on 2023/11/9
Agradecemos su preferencia y esperamos verlo pronto.

10/10 Excellent

Kevin, Portland

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities
All good thanks. Clean, warm and comfy. We love to visit this hotel. Always an excellent experience. Here for my birthday.
Stayed 1 night in Oct 2023
Response from AC Hotel by Marriott Santa Fe on 2023/10/9
Thank you for your comments, we hope to see you soon.Have a nice trip around the sun, Happy Bday again.Regards

10/10 Excellent

Kevin, Portland

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy check-in. Nice clean warm pool. Tasty restaurant with efficient friendly service. All good. No surprises.
Stayed 1 night in Sep 2023
Response from AC Hotel By Marriott Santa Fe on 2023/9/10
Agradecemos su comentario, para nosotros es de suma importancia estar al pendiente de su estancia, estamos abierto a escuchar sus sugerencias.Esperamos verlo pronto.

10/10 Excellent

Marisol

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Loved the staff and customer service. Breakfast was also great!
Stayed 1 night in Aug 2023
Response from AC Hotel By Marriott Santa Fe on 2023/8/15
Buen día, Nos alegra mucho haber cumplido con su expectativas, estaremos muy pendientes a los detalles para seguir creando gratas experiencias.

10/10 Excellent

Erdal

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Perfect for shopping
Stayed 3 nights in Aug 2023
Response from AC Hotel By Marriott Santa Fe on 2023/8/14
Buen día,Que gusto que hayas disfrutado tu estancia, en efecto estamos muy cercanos a diferentes centros comerciales. Sera un gusto recibirte de nuevo en Santa Fe.

10/10 Excellent

ITALO

Liked: Cleanliness, staff & service, property conditions & facilities
Totally nice
Stayed 2 nights in Jul 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
Buena tarde,Agradecemos tu preferencia, esperamos verte pronto.Saludos

10/10 Excellent

Alejandro, ALVARO O

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities
Todo muy bien. Muy buen valor por mi dinero.
Stayed 1 night in Jul 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
Buena tarde,Agradecemos tu preferencia, esperamos verte pronto.Saludos

10/10 Excellent

Carlos E.

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Muy buen hotel!!
Recomendado en comodidad e instalciones, el desayuno no fue lo mejor pero cumple. La alberca esta climatizada!!
Stayed 1 night in Jun 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
Buena tarde estimado Carlos,Agradecemos tu preferencia, buscaremos mejores opciones para el desayuno y nos da gusto que hayas disfrutado la alberca. Saludos

4/10 Poor

Katrin

Liked: Cleanliness, staff & service
Stayed 1 night in Jun 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
Buena tarde,Lamentamos los inconvenientes, nos gustaría saber un poco mas de lo que no te agrado para trabaja en ello.Saludos

10/10 Excellent

Kevin, Portland

Liked: Cleanliness, staff & service, property conditions & facilities
Very helpful frequently check in staff. Thank you!
Stayed 1 night in Jun 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
Buena tarde estimado Patricio,Agradecemos tu preferencia, fue un placer tenerte en casa.Saludos

6/10 Okay

Yan

Liked: Staff & service
Breakfast was bad … no pancake , bacon or breakfast stuff … really bad and pool was dirty
Stayed 4 nights in May 2023
Response from AC Hotel by Marriott Santa Fe on 2023/7/25
good afternoon,Sorry for the bad experience, we are pending at thesse points to change this troubbles.Thank's for your comments.Regards.

4/10 Poor

Verified traveler

Disliked: Cleanliness, staff & service
My bed smelt like pee and theres bed bugs.
Stayed 1 night in May 2023

6/10 Okay

Paola

Traveled with family
Liked: Property conditions & facilities, room comfort
Disliked: Cleanliness, staff & service
Alberca parece atole de mugre y olorn
De imagen el hotel es bueno, de atención es pésimo, y de cuidado peor, la alberca es un asco literal, no tardarán en salir renacuajos en esa alberca, apuesta a agua estancada y se ve turbia completamente
Stayed 1 night in Apr 2023

10/10 Excellent

Kevin, Portland

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly quick check-in with a wonderful "Feliz día del niño" sign that my son loved. Thanks for the lovely high corner room. The view is amazing. Comfy beds, and quiet air conditioning that actually works very well. Coffee machine very welcome too. Food was probably the best I've eaten in months.
Stayed 1 night in Apr 2023

6/10 Okay

Juan

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
It is a good fit, but I think the staff is no as nice as other hotels in Mexico.
Stayed 2 nights in Apr 2023
Response from Guadalupe Castro on 2023/4/12
Dear Mr. Juan, Thank you for taking the time to tell us about your experience during your stay with us. Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations. He shared his comments with the Hotel team to ensure that the necessary guidelines are in place and reviewed to prevent the situations mentioned to us from occurring in the future.

10/10 Excellent

Enrique

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2023
Response from Guadalupe Castro on 2023/4/5
Estimado Sr. Enrique, En nombre de todo el equipo del hotel, queremos agradecerle por compartir con nosotros su experiencia durante su reciente estadía en el AC Marriott Santa Fe. Tenga en cuenta que sus comentarios se han compartido con el equipo del hotel como una forma fundamental de comprender cómo podemos mejorar nuestra calidad y servicio. Nuestra principal misión es poder cumplir con los altos estándares de la Marca Marriott, esperamos poder verlo pronto de regreso.

10/10 Excellent

Asael

Stayed 1 night in Feb 2023
Response from Guadalupe Castro on 2023/3/3
Estimado Sr. Asael, En nombre de todo el equipo del hotel, queremos agradecerle por compartir con nosotros su experiencia durante su reciente estadía en el AC Marriott Santa Fe. Tenga en cuenta que sus comentarios se han compartido con el equipo del hotel como una forma fundamental de comprender cómo podemos mejorar nuestra calidad y servicio.

8/10 Good

Mr Abbas

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Feb 2023
Response from Guadalupe Castro on 2023/3/3
Dear Mr. Abbas, On behalf of the entire hotel team, we would like to thank you for sharing with us your experience during your recent stay at the AC Marriott Santa Fe. Please note that your comments have been shared with the hotel team as a fundamental way to understand how we can improve our quality and service.

8/10 Good

Karen

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We ask for more Kleenex and a hand towel, they didn’t bring it
Stayed 4 nights in Feb 2023
Response from Guadalupe Castro on 2023/3/3
Dear Miss Karen, Thank you for taking the time to tell us about your experience during your stay with us. Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations. I have shared your comments with the Hotel team to ensure that the necessary guidelines are in place and reviewed to prevent the situations you mention from occurring in the future.

2/10 Terrible

Montserrat

Business traveler, Traveled with partner
Liked: Cleanliness, amenities
They DOWN-graded our room, we paid for a junior suite and got a normal room.
Stayed 1 night in Feb 2023
Response from Guadalupe Castro on 2023/3/3
Dear Miss Monserrat , Thank you for taking the time to tell us about your experience during your stay with us. Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations. I have shared your comments with the Hotel team to ensure that the necessary guidelines are in place and reviewed to prevent the situations you mention from occurring in the future.

10/10 Excellent

Kevin, Portland

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent service, clean modern facilities, warm rooms, big beds. Love it.
Stayed 1 night in Jan 2023

8/10 Good

Verified traveler

Traveled with family
Disliked: Staff & service
Disappointed
My Family and I stayed in this Hotel four nights in early December. The service was very unimpressive, but I will say customer service was good Checking in was okay, the first room we were put in, the sink was clogged and the water would pile in the bowl. The AC wasn't working, so we called the front desk to fix it. Everything seemed OK, except in the morning when we woke up there was no running water to the room. Shower, toilet, sink. We called the desk to ask if there was something wrong or if they could fix it. We were informed the hotel was experiencing water pressure issues and it would be fixed in a few hours. We left for breakfast and hoped it would be fixed by the time we came back, it was not. We were informed to shower in the pool showers, or wait. The service in the restaurant of the hotel was extremely poor, either not attentive to customers or just talking to other staff, we only went there for one drink and decided not to get food there. We were moved to another room after the water pressure issue, after that, it was okay. If i had to decide between hotels in this area of Santa Fe, I would not stay here.
Stayed 4 nights in Dec 2022

10/10 Excellent

Susumu

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good
Stayed 1 night in Dec 2022

2/10 Terrible

Nicolas

Traveled with family and small children
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Mala actitud de la persona en el check-in. Lo hice a las 12pm y me puso mala cara y me aclaro que el check-in era a las 3pm. Se puede informar lo mismo de buena manera.
Stayed 1 night in Dec 2022

4/10 Poor

Carlos

Traveled with family
Disliked: Property conditions & facilities
The rooms are not maintained properly (faucets not working, without adequate hot water, crystal door missing in one room, water leak left 8 floors without it, dirty exterior glass windows, pool washrooms and area with condensation AC not working, although the hotel offered another room both were not maintained properly) the property is not what a Marriott franchise should be. Also, I used expedia.ca and the final bill was in US dollars, hope I can get a clarification and reimbursement from Expedia.

10/10 Excellent

Leopold, los angeles

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful modern property. Staff is very helpful. Great value.
Stayed 1 night in Dec 2022

2/10 Terrible

Ana

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Una experiencia muy mala, el cuarto estaba sucio, el baño sucio tenía toallas mojadas en el piso de las personas anteriores y olía feo no toallas limpias, ni jabón ni shampoo para bañar y cuando llame a la recepción para q vinieran a limpiar y traer toallas y jabones dijeron q en un momento lo harían y nunca llegaron. La gente de recepción muy mal servicio con muy pero muy mala actitud groseras y altaneras cuando les dije sobre el cuarto lo sucio que estaba y q nunca me trajeron lo q había pedido se la pasaban echando la culpa a Expidia por el servicio que en mi opinión no tiene nada q ver q uno hace la reservación en Expidia a con el servido q ofrece el hotel si este hotel está en una zona buena de la Ciudad de México debería de tener mejor servicio para los clientes. Deberían de capacitar a la gente para saber cómo trabajar con clientes y ofrecer un mejor servicio, muy mala experiencia no lo recomiendo por completo

6/10 Okay

Natalia

Traveled with family
Liked: Staff & service, amenities
Disliked: Property conditions & facilities
Habían varios detalles que no cuidaron, las toallas están todas rotas, las almohadas ya están muy planas, teníamos 2 cuartos y sólo en 1 hicieron limpieza, pedimos una pastilla del botiquín de primeros auxilios y no tenían botiquín

4/10 Poor

Robert

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Was not able to get room until 7 pm, they gave my wife and a 10 dollar drink voucher, was the worst margaritas we ever had, took a hoour to get and noone was in bar, the check in person said she would notify us of room but never did, finally we went down to inquire, the room was unsatisfactory, only one bath towel, bed spread had stains on it and bed was uncomfortable, we had a car and every time you wanted to leave you had to stand in line to get card swipe to exit, you pay for what you get, will spend a little more and et bettet quality hotel
Stayed 1 night in Nov 2022
Response from Elizabeth Moreno Gerente de Servicio on 2022/11/20
an apology for the inconvenience, we will be working on the mentioned comments

10/10 Excellent

HENRY

Stayed 2 nights in Oct 2022

10/10 Excellent

Sergio David

Stayed 3 nights in Sep 2022
Response from ELIZABETH MORENO GERENTE DE SERVICIO on 2022/10/1
Agradezco del tiempo en responder nuestra encuesta de servicio , esperamos tenerlo pronto de regreso

10/10 Excellent

Kevin, Portland

Stayed 1 night in Aug 2022

10/10 Excellent

Francisco

Stayed 1 night in Aug 2022
Response from Elizabeth Moreno Gerente de Servicio on 2022/8/27
Gracias por el tiempo que se tomo en responder nuestra encuesta de servicio , quedamos a sus ordenes para futuras estancias

4/10 Poor

IVETTE

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jun 2022
Response from Elizabeth Moreno Gerente de Servicio on 2022/7/7
Gracias por su respuesta nos motiva a seguir mejorando, esperamos tenerla pronto de regreso

8/10 Good

Juan, Guadalajara

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The maintenance of the property is good. I loved the quietness of the hotel and the room. I disliked the food at the hotel restaurant.
Stayed 2 nights in Jun 2022
Response from Guadalupe Moreno Gerente de Servicio on 2022/7/7
Thank you for your response, we will take into account the comments regarding the food and we will make improvements in them, we hope to have you back soon

8/10 Good

Dionis

Liked: Cleanliness, staff & service
Stayed 6 nights in May 2022
Response from Elizabeth Moreno on 2022/7/7
Gracias por su preferencia, es un gusto saber que su estancia fue agradable esperamos contar con su presencia

8/10 Good

Carlos

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel in very good condition, properly maintained, some rooms with fantastic views of the city at night after a windy day, city smog and pollution impedes an ideal view. Very walkable to nearby park La Mexicana, multiple food offerings around, Sta. fe mall, hospital ABC, short drive to desierto de los leones. Indoor Pool might use warmer water and the gym treadmill were great. Personnel was great.
Stayed 8 nights in Feb 2022
Response from Front Desk Manager on 2022/3/29
We appreciate your comments, we hope to have you back regards

4/10 Poor

Raul

Traveled with partner
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
Room had a swear smell,
Stayed 4 nights in Jan 2022

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Excelente Servicio
Excelente Servicio. Personal atento y por demas servicial. Instalaciones en buen estado, cuarto limpio. Problema: Llegamos tarde y los restaurantes del area cerrraban a las 11:00 PM. Al dia siguiente, llegamos poco antes de las 10 y el room service tenia muy limitado el menu. Tal vez podria haber una minidespensa como en otras franquicias, para comprar un tentempie.
Stayed 2 nights in Jan 2022
Response from Maybel González on 2022/1/11
Estimado huésped, En nombre de todo el equipo del hotel, queremos agradecerle por compartir con nosotros su experiencia durante su reciente estadía en el AC Marriott Santa Fe. Tenga en cuenta que sus comentarios se han compartido con el equipo del hotel como una forma fundamental de comprender cómo podemos mejorar nuestra calidad y servicio. También reconocemos que estos son tiempos inusuales y le agradecemos por elegir quedarse con nosotros.

10/10 Excellent

Gerardo

Liked: Cleanliness, staff & service, property conditions & facilities
Excellent location, friendly staff and good restaurant experience.
Stayed 1 night in Jan 2022
Response from Maybel González on 2022/1/10
Estimado Sr. Gerardo, En nombre de todo el equipo del hotel, queremos agradecerle por compartir con nosotros su experiencia durante su reciente estadía en el AC Marriott Santa Fe. Tenga en cuenta que sus comentarios se han compartido con el equipo del hotel como una forma fundamental de comprender cómo podemos mejorar nuestra calidad y servicio. También reconocemos que estos son tiempos inusuales y le agradecemos por elegir quedarse con nosotros.

8/10 Good

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
No me dieron la habitación, porque faltaban 30 minutos para la hora de check in, a pesar de que el hotel estaba muy vacío, de ahí en más, Todo bien
Stayed 2 nights in Jan 2022
Response from Maybel González on 2022/1/5
Estimado huésped, En nombre de todo el equipo del hotel, queremos agradecerle por compartir con nosotros su experiencia durante su reciente estadía en el AC Marriott Santa Fe. Tenga en cuenta que sus comentarios se han compartido con el equipo del hotel como una forma fundamental de comprender cómo podemos mejorar nuestra calidad y servicio. También reconocemos que estos son tiempos inusuales y le agradecemos por elegir quedarse con nosotros.