Casa Cibeles by Lumina

The staff provides exceptional service, and the accommodation boasts modern facilities and a great location. Guests appreciate the spacious, clean, and comfortable rooms. However, no disadvantages were mentioned.

STAY: We stayed 9 days -- I would not recommend this place. The front desk staff were great! They were attentive and understanding, but messages relayed to room service seemed to go unanswered...and management argued with customers when they would complain. Nearly every day we stayed we asked the front desk for items to service the room. This included refilling the large bottles of shampoo and shower gel, paper towels, and even hotel bath towels. We would ask for these items to be replaced multiple times throughout the day. It was clear the front desk had already relayed the messages but the work was not getting done. When I finally got to the point where I messaged management -- management proceeded to argue with me. After asking for shower gel for two days, multiple times per day, I found myself in the shower with nothing to soap myself with. I was told by management that these dispensers would only be filled "at the end of each stay" -- although it didn't appear they had been refilled upon our arrival. In this same response, management said "we have also been informed that some towels have been found to have stains. We ask that you be more careful with them." I told them it was surprising that they only raised this as an issue after I had brought up my other concerns. SAFETY CONCERNS: This hotel is definitely not up to code. There are no fire extinguishers throughout the entire building. I would be concerned that staff are not trained to evacuate guests if there is a real fire. This is a government regulation in Mexico City.