Holiday Inn Mexico City - Plaza Universidad by IHG

What a disaster with this hotel I am a gold member with this hotel chain and booked a reservation directly with their site (IHG). After multiple flight delays I arrived to this hotel late evening for a 3 night stay. I have stayed here before and didn't think I'd have any issue. When I tried to check in I was told that my reservation had been cancelled earlier that day by the hotel as they said there was a problem with my credit card. The hotel took it upon themselves to cancel my reservation, not notify me and leave me stranded that evening as they said they were fully booked and had no rooms available. In questioning the desk agent he said they had no way to contact me which was outrageous as I am a gold member and they have all my personal info. In addition the paper he was showing me with my reservation had my contact information on it. The desk agent never bothered to try and accommodate me elsewhere. It wasn't until I asked did he reluctantly pick up the phone to call around. Customer service was abysmal. It was also very apparent why they gave up my reservation. They had a big sign behind him welcoming formula 1 racing that was in town. I called the main reservations number for help and all they could do was apologize and offer a hotel 30 minutes away. They opened up a case for me so someone from the hotel could call me in 48hrs but what was I to do stranded in the middle of the night with no where to stay. On top of it no one bothered to call as they don't seem to care. The hotels only defense was your credit card did not clear prior to my arrival. Upon reservation booking it clearly stated to pay on arrival. There were no attempted charges on my card that I could see that day and that card had a massive credit limit available. It was used all that day and I used it immediately after to book another hotel. Any hotel should be well aware that credit cards might have issues as they are putting it in manually vs having it run in hand. They should have a process in place to address customers proactively and not leave them stranded. In closing, Holiday Inn Mexico City -Plaza Universidad gave up my room as a convenience for them. They did not care at all to alert me ahead of time, they did not care that I was a returning gold member and they did not care that they left me stranded in the middle of the night in a foreign country without a place to stay. They also could not care to contact me as they said they would after a case was opened with them directly. Be careful staying here as they have proven customer service is not a priority.

Enjoy your stay! I spent a week while I attended a course. I've really enjoyed my stay. The place is quiet, well located for my activity, the room large, nice amenities, a frigo bar would have been appreciated, the safety box was fine, everything clean. Very good breakfast that could be improved with no TACC options. And as usual what makes an experience outstanding is the people, always prompt to solve our needs.

For what is a hotel and a resort (or a restaurant) but just a sum of products and service? Coming from more three decades of hotel and foodservice background, I can say that there are some shining moments with the service and facilities of Holiday Inn Plaza de Universidad. Most people I met and/or mingled with in Mexico City are not (full) English speakers. However, there are some, and they might be a lot ratio-wise, in the short time I spent there, that really go the full nine yards in trying their very best to communicate in English. And with this, I salute you all, Señores y Señoras… muchos gracias. For what is a hotel and a resort (or a restaurant) but just a sum of products and service? The amenities of Holiday Inn Plaza de Universidad are not exactly mind-blowing, perhaps they decided to keep it low key intentionally? But as all humans need it in 2019, bidets are probably a must in a brand-name hotel. The rooms are fantastically clean and tidy. The WiFi is very strong. The elevators and public areas are pristine and in good condition. Although design wise, the main entrance’s stairs pose quite a risk for it being the same colour. Was there a wheelchair access ramp? I did not see one. Maybe at the back parking entrance I guess? But the Staff, I must mention here, for they deserve to be in the limelight— • Eduardo is the best restaurant waiter I have met. He would espy me coming in and for the second time, already knew my name, and my preference in coffee and set-up. Bravo, Eduardo! I wish for all the world’s waiters to and foodservice professionals to be like you. • Chef Jesus Soto, who was only too kind and generous to show me around the restaurant, guided by the charming “English translator”, the waitress Maite. Thank you, Chef Jesus and Maite! • The room attendant who constantly cleaned my room, and was only too kind in greeting me everytime, I forgot her name, but she is I consider, one of the unsung heroes of Holiday Inn Plaza de Universidad and really deserves a raise etc. • Paulo from Front Desk, however, is the extreme opposite of everybody, and is not deserving a position in guest relations. He has absolutely no skills in human interaction. His other comrades in that department however, are graceful and courteous. Muchos Gracias, Holiday Inn Plaza de Universidad! p.s. Another hero in this cinematic visit is the fantastic Marcos. My HI Plaza de Universidad Driver, who was most gracious and congenial. I salute you, Sir!

Bueno! The hotel caters to American travelers, with a well-versed staff and amenities. I found the conference facilities very accommodating and spacious. The staff was only too happy to be of service. The lobby is grand and inviting. The breakfast buffet and lunch offerings were plentiful. The neighborhood is pedestrian-friendly with stores and shops close by. The room was quite comfortable in both temperature and furnishings. Parking was secure and attached to the Hotel.

Air Condition not working properly Very warm room after more than 3 Hours after checked in When traveling on business a clean room with proper AC clean bathroom and English language tv channels is the minimum acceptable. Not a pleasant stay! TV only in Spanish Hotel does not invest in this amenity