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Reviews of Hotel Imperial Reforma

3.5 out of 5
Hotel Imperial Reforma
Paseo De La Reforma 64, Mexico City

Reviews

7.6

Good

Rating 10 - Excellent. 309 out of 1003 reviews" "
Rating 8 - Good. 351 out of 1003 reviews" "
Rating 6 - Okay. 219 out of 1003 reviews" "
Rating 4 - Poor. 74 out of 1003 reviews" "
Rating 2 - Terrible. 50 out of 1003 reviews" "

8.0/10

Cleanliness

8.0/10

Staff & service

7.6/10

Amenities

7.2/10

Property conditions & facilities

7.4/10

Eco-friendliness

Reviews

2/10 Terrible

Elsa Maria

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
El Aire no funciona bien y nos dejaron sin agua por más de tres horas y teniendo otras habitaciones con agua no nos cambiaron y lo publiqué en mi página de TikTok y Facebook mostrando que no teníamos agua en la habitación y falta de personal por completo jamás vuelvo a ese hotel y no lo recomiendo para nada
Stayed 5 nights in Apr 2024
Response from Reservaciones on 2024/5/2
¡Gracias por hospedarse en Hotel Imperial! Es una gran consternación para nosotros leer su experiencia y definitivamente estamos puntualizando cada uno de sus comentarios para trabajar incansablemente en ellos y que esto no vuelva a suceder. Saludos y de parte de Hotel Imperial le ofrecemos una sincera disculpa.

2/10 Terrible

cesar

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Rooms are nothing like the advertised photos. A/C did not work at all. Staff did not change us rooms and did nothing to resolve issue. Restaurant food was terrible and gave us upset stomach and dirreah. We left after the first nught and booked elsewhere because Expedia app said we could not change or cancel reservation after check in hours.
Stayed 2 nights in Apr 2024
Response from Reservaciones on 2024/4/23
We are very sorry for the inconvenience caused by your stay with us. We send you a big apology on behalf of the entire Imperial Hotel and we will take the necessary steps to correct all inconveniences as soon as possible. all the inconveniences as soon as possible.

8/10 Good

Marco Antonio, south bend

Liked: Amenities
Good location
Stayed 4 nights in Apr 2024
Response from Reservaciones on 2024/4/23
Thank you for staying at Hotel Imperial! We are delighted to hear that you had a great stay with us. We work together to provide you with the best experiences. Best regards

10/10 Excellent

Phillip

Traveled with group, Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We absolutely loved the kind courteous service given during our stay in Mexico City
Stayed 7 nights in Mar 2024
Response from Reservaciones on 2024/4/19
Thank you for staying at Hotel Imperial!We are delighted to hear that you had a great stay with us. We work together to provide you with the best experiences.Best regards and we look forward to your next visit

8/10 Good

Sergio

Stayed 3 nights in Jan 2024
Response from Reservaciones on 2024/4/17
¡Gracias por hospedarse en Hotel Imperial Reforma!Agradecemos mucho sus comentarios ya que nos ayuda a mejorar la experiencia de hospedaje. Saludos cordiales

10/10 Excellent

Martha, El Paso

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Jan 2024

2/10 Terrible

Mario

Stayed 5 nights in Dec 2023

6/10 Okay

Bertha A

4/10 Poor

Michel

Traveled with family
Liked: Cleanliness
I'm sure this was luxury hotel in the early part of the nineteenth century. It is beautiful outside and in the lobby -- the dark wood and the marble floors are lovely. Unfortunately, the rooms are not. The sides of the bathtub are extremely high and with the sliding glass doors, almost impossible to get into the tub. It seemed like everything leaked. In fact, when taking a shower the outside drain overflowed and the carpeting from the bathroom to the door was flooded. No one came to help when we called. We put down towels but were not moved to another room until the next day. No fans were brought in to dry the carpeting. Our new room had a great walk-in shower. Unfortunately, the TV and the air conditioning did not work. We had to beg for towels, particularly for a hand towel for the sink to dry our hands. For the most part, service was slow or non-existent (except for Manuel and Katrina). However, the price was good. There is a continental breakfast (if you wait long enough to be served) and it was okay. Location is fantastic. Would we stay there again -- no but it was an adventure the first time.
Stayed 7 nights in Nov 2023
Response from Hotel Imperial Reforma on 2023/11/25
Thank you for staying at Hotel Imperial! We are taking into account each of your recommendations to improve your stay experience. We spoke with all the teams involved to provide your feedback so that such an experience does not happen again. We regret that we did not offer an apology personally. Best regards

8/10 Good

Aura

Traveled with family
Liked: Cleanliness
In the restaurant, Mr. Eduardo was great! he was a very kind guy and always with a smile in the mornings!
Stayed 3 nights in Nov 2023
Response from Reservaciones on 2023/11/25
¡Gracias por hospedarse en Hotel Imperial! Nos encanta saber que tuvo una gran estadía con nosotros. Trabajamos juntos para ofrecerle las mejores experiencias.Saludos

8/10 Good

Susana

Liked: Cleanliness, amenities, property conditions & facilities
Staff in reception needs to smile more,communicate with guests. Restaurant staff excellent Eduardo waiter excellent service 👏
Stayed 4 nights in Nov 2023
Response from Reservaciones on 2023/11/25
Thank you for staying at Hotel Imperial! We are delighted to hear that you had great service in the cafeteria. We work together to provide you with the best experiences and keep improving.Best regards

4/10 Poor

Edgar

Traveled with group
Disliked: Property conditions & facilities
Bad service, shower leaking water, need to ask for towells every day
Stayed 4 nights in Oct 2023
Response from re on 2023/10/31
¡Gracias por hospedarse en Hotel Imperial! Estamos puntualizando cada una de sus recomendaciones para mejorar en la experiencia de hospedaje. Lamentamos no a ver ofrecido una disculpa personalmente. Saludos cordiales.

8/10 Good

Juan

Traveled with partner
Liked: Cleanliness, amenities
This is an old hotel. It’s in need of some updates and repairs but overall in good condition. The rooms are clean, beds are comfortable. There was water leaking in the restroom and the elevator was down for part of our stay, a slight inconvenience. The location is great, it’s in a very walkable part of town with great dining options nearby. The staff were all friendly and accommodating. Overall it was a good stay.
Stayed 3 nights in Oct 2023
Response from Reservaciones on 2023/10/31
¡Gracias por hospedarse en Hotel Imperial! Nos encanta saber que tuvo una gran estadía con nosotros. Trabajamos juntos para ofrecerle las mejores experiencias.Saludos

2/10 Terrible

Gabriel

Toilet did no work for 3 days…
Stayed 5 nights in Oct 2023
Response from Reservaciones on 2023/10/18
¡Gracias por hospedarse en Hotel Imperial! Estamos puntualizando cada una de sus recomendaciones para mejorar en la experiencia de hospedaje. Lamentamos no a ver ofrecido una disculpa personalmente. Saludos cordiales

6/10 Okay

Martin

Business traveler
Liked: Cleanliness
Disliked: Amenities
It is an old property. It needs renovate. Furniture is also old. Restaurant is a medium quality
Stayed 3 nights in Oct 2023
Response from Reservaciones on 2023/10/18
¡Gracias por hospedarse en Hotel Imperial! Estamos puntualizando cada una de sus recomendaciones para mejorar en la experiencia de hospedaje. Lamentamos no a ver ofrecido una disculpa personalmente. Saludos cordiales

4/10 Poor

ronald

Business traveler
Disliked: Amenities, property conditions & facilities
Restaurant closes before 10 pm. You need to walk the neighborhood to find an open restaurants
Stayed 1 night in Oct 2023
Response from Karla Sanpedro on 2023/10/18
¡Gracias por hospedarse en Hotel Imperial! Estamos puntualizando cada una de sus recomendaciones para mejorar en la experiencia de hospedaje. Hablamos con el equipo de Alimentos y Bebidas para proporcionar su comentario y no vuelva a ocurrir una experiencia así. Lamentamos no a ver ofrecido una disculpa personalmente. Saludos cordiales

6/10 Okay

Antonio

Traveled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
Property was ok enough, location is excellent, My biggest problem was that the room that I booked was not available and I was given a different room with 2 single beds, not ideal for a romantic vacation. The staff at the hotel blamed Expedia for overselling and did nothing to find a solution.
Stayed 6 nights in Sep 2023
Response from Hotel Imperial Reforma on 2023/10/3
Thank you for staying at Hotel Imperial Reforma.Your opinion is very important to us, we have passed on all your comments to follow up on them so that this situation does not happen again; we are very sorry for the inconveniences that arose during your stay.We send you an apology on behalf of the entire Hotel Imperial Reforma team.

10/10 Excellent

Yoshinobu

Traveled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
The elevator was broken when we checked in, therefore we needed to take staff/vendor-only elevator..
Stayed 1 night in Sep 2023
Response from Hotel Imperial Reforma on 2023/9/28
Thank you for staying at Hotel Imperial Reforma.We regret the inconvenience caused by the elevator during your stay. We send you a big apology on behalf of the entire Hotel Imperial Reforma team.Best regards

10/10 Excellent

Rigoberto

Liked: Cleanliness, property conditions & facilities
After 19 years I came back, place has change but service still the same .. excellent service .
Stayed 2 nights in Sep 2023
Response from Reservaciones on 2023/9/18
We are delighted to hear that you decided to choose Hotel Imperial Reforma again. We appreciate your feedback and hope you can come back soon. We send you our best regards!

4/10 Poor

Walter

The restaurant staff behavior was inappropriate in breakfast time Old building nobody worrying about improvements
Stayed 3 nights in Sep 2023
Response from Hotel Imperial Reforma on 2023/9/18
We are very sorry for what happened during your stay, we have taken the necessary actions so that this does not happen again. We send you an apology on behalf of the entire team of Hotel Imperial Reforma.

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness, room comfort
On average it was great.
Stayed 5 nights in Aug 2023
Response from Reservaciones on 2023/9/18
Thank you for staying at Hotel Imperial Reforma. Your opinion is very important to us. Best regards

8/10 Good

Reza

Traveled with family
Stayed 4 nights in Jul 2023
Response from Reservaciones on 2023/8/5
¡Gracias por hospedarse en Hotel Imperial Reforma! Seguiremos mejorando para ofrecer la mejor experiencia y comodidad a todos nuestros clientes.

2/10 Terrible

Reza

Traveled with family
Disliked: Cleanliness
Not happy
Sheets was dirty, we had to change our room
Stayed 1 night in Jul 2023
Response from Hotel Imperial Reforma on 2023/7/19
¡Gracias por hospedarse en Hotel Imperial! Su opinión es muy importante para nosotros. Estamos puntualizando el inconveniente con el área encargada para que no suceda nuevamente. Lamentamos no haber ofrecido una disculpa por esa molestia. Reciba una disculpa y un saludo por parte de todo el equipo de Hotel Imperial Reforma

10/10 Excellent

Jassen, Alpharetta

Liked: Cleanliness, amenities, property conditions & facilities
Great place to stay. I will definitely stay here again.
Stayed 6 nights in Jul 2023
Response from Reservaciones on 2023/7/19
¡Gracias por hospedarse en Hotel Imperial! Nos encanta saber que tuvo una gran estadia con nosotros. Trabajamos juntos para ofrecerle las mejores experiencias.Saludos

2/10 Terrible

EVA

Stayed 1 night in Jun 2023
Response from Reservaciones on 2023/7/14
Lamentamos mucho lo ocurrido durante su estancia, podría indicarme los problemas ocurridos para poder darle seguimiento a la situación. Por favor acepte una disculpa a nombre de todo el equipo de Hotel Imperial.

4/10 Poor

Dulce B., San Francisco

Traveled with partner
Disliked: Cleanliness, amenities, property conditions & facilities
Great location, but the hotel rooms need improvements, maintenance and update. The room we were assigned to had sticky floor/carpet. (2) thin, sandpaper bath towels and (1) hand towel were allotted to us; we had to request (2) additional towels every other day. I had to hold onto the shower door handle and wall towel hook to get out of the bathtub; it was too high.
Stayed 9 nights in May 2023
Response from Reservaciones on 2023/6/2
Good morningWe are addressing each of your recommendations in order to improve the hosting experience. We regret that we have not offered a personal apology. Please accept an apology on behalf of the entire Imperial Hotel Team.

10/10 Excellent

Bertha Adriana Hernández

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Además de la privilegiada ubicación, la limpieza y el buen mantenimiento que se percibe en la propiedad, destaca la belleza de su construcción y decoraciones. La habitación es muy cómoda, la distribución del mobiliario, baño y closet también fueron de nuestro agrado. Un gran inconveniente es la comunicación vía telefónica, a mi llegada a la ciudad quise avisar que registraría tarde y nunca atendieron la llamada; tiene la opción de hacerlo vía web, por medio de su aplicación Ayenda, lo que también fue imposible y por WhatsApp tampoco pudieron ayudarme; motivo por el que debí apresurar mi arribo al hotel y no tener problemas.
Response from Reservaciones on 2023/5/31
¡Muchas gracias por elegir a Hotel Imperial Reforma! Su opinión es muy importante para nosotros, lamentamos mucho el inconveniente con los problemas de comunicación, estamos trabajando en ello para saber porque situación no enlazo la llamada y corregir para que no vuelva a pasar.Esperamos que siga eligiendo a Hotel Imperial para futuras estadias. Saludos cordiales

10/10 Excellent

JUAN, GUADALAJARA

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Lovely and quite old, but beautiful and charming property, perfectly located
Stayed 1 night in May 2023
Response from Reservaciones on 2023/5/24
Thank you for your comments, we look forward to seeing you again at Hotel Imperial Reforma.

6/10 Okay

Nicolasa

Stayed 3 nights in May 2023
Response from Reservaciones on 2023/5/24
Lamentamos lo ocurrido en su estadía. Seguimos mejorando para ofrecer la mejor experiencia.Saludos cordiales

10/10 Excellent

Juan

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Enjoyed the location. Easy walk to many areas of the city. Transportation nearby and easily accessible. For the price it was a mostly enjoyable stay.
Stayed 9 nights in Apr 2023
Response from Reservaciones on 2023/5/24
Thank you for your comments, we look forward to seeing you again at Hotel Imperial Reforma.

8/10 Good

william, Deerfield

Business traveler
Liked: Amenities, property conditions & facilities
Poor housekeeping. Some days no bath supplies or water bottles .
Stayed 3 nights in Apr 2023
Response from Reservaciones on 2023/5/24
Good afternoon, we will take your comments into account to continue improving.We will talk to the staff

6/10 Okay

Jacqueline

Traveled with family
The Tub is a safety hazzard for anyone with flexibility and or mobility issues. The step down is super tall even for my 1.85cm husband . There is no safetly handle. I am 1.65 cm and I needed help to get out of the shower. The AC broke down in the whole building. We had 4 rooms and all where super hot ( outside temperature was 28°C ) My parents and siblings moved to the hotel next door because of the heat. They had payed the week in advance and they have not been reimbursed ( 1 week after the fact) My room was on the west side of the building and I live in germany so we are not use to AC , we managed to stay but it did get warm during the day. There is an add from the Hotel chain that says - toiletries kit and water bottle - but our stay was 4 nights and never were the water bottles replaced. Twice I asked in the front desk for this , they told me it had an extra charge I agreed to pay it and yet never was the water repleced in the room , nor where we given more coffee. My husband loved the buffet breakfast, he just hated the fact that you had to ask for your plate to be served ( he said that adding the need to speak to a stranger every time you want something takes away from the buffet experience )
Stayed 5 nights in Apr 2023
Response from Reservaciones on 2023/5/24
Thank you for your comments and we will take them into account to continue improving.Best regards

6/10 Okay

Antonio, Chicago

Traveled with partner
Liked: Cleanliness
The hotel needs serious maintenance and updating. Lamps without lightbulbs, old towels. Coffee kit only provided for one person first day only. Kitchen smell throughout the rooms of the hotel. The security lock in the room entrance door was broken. Therefore it lacks basic security. Safety box did not work.
Stayed 3 nights in Mar 2023
Response from Reservaciones on 2023/5/24
We regret what happened, we take into account your comments to take action. Thank you for staying at Hotel Imperial.

8/10 Good

Leo

Traveled with family
Liked: Cleanliness, property conditions & facilities
Good place, nice lobby, rooms need some tlc
Stayed 3 nights in Mar 2023
Response from Reservaciones on 2023/5/24
Thank you for your comments. We look forward to seeing you again soon at Hotel Imperial Reforma.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness
Need to change towels often. The “have to use the bracelet” to have breakfast is a “NO”
Stayed 4 nights in Mar 2023

6/10 Okay

Verified traveler

Traveled with group
Liked: Cleanliness
Disappointment
Booked this hotel because someone mentioned it. I guess you get what you pay for. Location is perhaps the only good thing about it. Rooms are old and outdated. Lack of electric outlets, lamp on nightstand didn’t work. Very high bathtub (adventure getting in and out). Shower head loose, water coming in all directions. We paid extra for breakfast and it was only two old toasts with butter and coffee , ahh and saggy slices of fruit. Personnel tried their best (not even). It was only a quick two days trip and planned to go out and about so did t care much. But they can do better.
Stayed 2 nights in Mar 2023

8/10 Good

Verified traveler

Business traveler
Liked: Cleanliness
A Jewel Hotel in Reforma Mexico City
It was good, great restaurant and excellent food, very cordial assistants and managers. Showers need improvement due their very high risk to folks that may have some physical difficulties. Location is great! Though it has some minor functionality problems, I will highly recommended to my contacts.
Stayed 4 nights in Jan 2023
Response from Reservaciones on 2023/2/5
Thank you very much for your comments and recommendations, we will take them into account to continue improving. We hope to see you soon at Hotel Imperial Reforma.

8/10 Good

Jaqueline

Stayed 1 night in Jan 2023
Response from Reservas on 2023/1/21
Gracias por su calificaciónSaludos

4/10 Poor

Harold

Traveled with family
Disliked: Amenities, property conditions & facilities
Es un hotel bonito con una ubicación perfecta sobre Reforma. Pero le falta mantenimiento, el aire acondicionado hace mucho ruido, los paños que tiene son demasiado viejos (casi destruidos) y el servicio es apenas cordial y básico.
Response from Janette on 2023/1/15
Buen día, gracias por sus comentarios. pondremos mayor atención en lo que menciona para así mejorar el servicio.Atte. Lic. Janette Acosta

8/10 Good

Jesus

Business traveler
Liked: Cleanliness
Stairs to get front desk are unsafe for seniors and not elevator from main entrance to the front desk
Response from Reservas on 2023/1/16
We are sorry for the inconvenience of your stay. In these cases we take other measures for the elderly. Thank you for staying at Hotel Imperial Reforma.

10/10 Excellent

Demian

Traveled with family
Liked: Cleanliness, amenities, property conditions & facilities
Excelente ubicación, el lugar muy hermoso y las habitaciones limpias y arregladas. El personal atento y amable todo el tiempo
Response from Reservaciones on 2023/1/5
Muchas Gracias por sus comentarios, esperamos que vuelva a elegir el Hotel Imperial Reforma en su próxima visita.

10/10 Excellent

Pablo

4/10 Poor

Gustavo

Traveled with family
was a bus in the room, very old towels
Stayed 4 nights in Dec 2022
Response from Reservaciones on 2023/1/5
Hello, good afternoon, we are already taking the necessary corrections so that it does not happen again. Regards

10/10 Excellent

Maria B

Business traveler
Liked: Cleanliness, amenities, property conditions & facilities
The hotel has own transportation to nearby places you would like to go.
Stayed 1 night in Nov 2022
Response from Hotel Imperial Reforma on 2022/11/24
Thank your for your visitWe appreciate your kind comments.Regards

10/10 Excellent

Luis, Toronto

Liked: Cleanliness, amenities, property conditions & facilities
Very clan and stylish hotel. Excellent location, big rooms. You'll love staying at this hotel, near downtown Mexico City.
Stayed 2 nights in Sep 2022
Response from Hotel Imperial Reforma. on 2022/9/30
Thank you very much for your review and for recommending us. For us it is a pleasure to offer you a good experience. We hope that it will be repeated soon, we remain at your disposal. Greetings

6/10 Okay

ELMER

Disliked: Cleanliness
MUY CARO PARA LO QUE ES EL HOTEL. LAS TOALLAS SON MUY VIEJAS Y ESTAN SUCIAS. MANCHADAS Y APESTOSAS
Stayed 1 night in Sep 2022
Response from Hotel Imperial Reforma. on 2022/9/29
Le agradecemos que se haya tomado el tiempo de valorar su experiencia con nosotros. Lamentamos que no haya quedado del todo satisfecho, tomaremos nota de sus observaciones para mejorar nuestros servicios.Un saludo.

10/10 Excellent

Maria

Traveled with family
Liked: Cleanliness, property conditions & facilities
I like the area. Very close to everything that I need. The price is good. What I didn’t like was the poor amenities. Great staff.
Stayed 3 nights in Sep 2022
Response from Hotel Imperial Reforma. on 2022/9/26
Hi, thank you very much for your review. We take note of your observation to improve our service.We will be happy to serve you again.Greetings.

8/10 Good

Victor

Liked: Cleanliness
Disliked: Room comfort
Buen lugar
El hotel es muy bonito y limpio el personal de limpieza es excelente. El problema ea el aire acondicionado no funciona bien hace un ruido como si algo estuviera quebrado y golpeara muy recio no deja dormir.
Stayed 6 nights in Aug 2022
Response from Hotel Imperial Reforma on 2022/9/1
Hola, buen día.Muchas gracias por tomarse el tiempo de calificar su experiencia con nosotros. Nos complace saber que nuestros servicios fueron de su agrado. Tomaremos nota de su observación para ofrecerle una mejor experiencia en su próxima visita. Para nosotros fue un placer atenderle. Saludos.

10/10 Excellent

Idwings R. Silva

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
I thought it was a great place to stay.
Stayed 2 nights in Jun 2022
Response from Hotel Imperial Reforma on 2022/6/21
Good morning, it was a pleasure having you with us. We would be very happy to see you soon.

4/10 Poor

Jorge Alberto

Disliked: Staff & service, amenities, property conditions & facilities
I reserved and paid this room a month in advance,i didn't get what I wanted ,i Stated when i placed my reservation.
Stayed 3 nights in Apr 2022
Response from Samantha on 2022/5/7
Sentimos mucho que la experiencia no haya sido satisfactoria. Ofrecemos nuestras más sinceras disculpas y tomaremos nota de lo sucedido para mejorar.