Alexander Hotel

This hotel is beautiful, the restaurant and bar is wonderful, and the staff is lovely. Emerson and Sergio(? From the restaurant) both stood out as exceptional. However, our experience did not stand up to the cost of the hotel, which was pretty expensive. The air conditioning in our first room was broken, so after several attempts to fix it, we asked to move to another room with functional air conditioning on our second day. The AC in the room they moved us to was also broken. So they moved us to a downgraded room with working AC. However, one of the lights in the room wouldn’t turn off, so we had to sleep with lights on. The next morning, we discovered that the shower wouldn’t drain and flooded the bathroom. We reported both maintenance issues, but they were not fixed until we reported them again the following day. So for a four night stay, we had three nights with significant maintenance issues. We were offered neither a refund for the downgraded room, nor even a comped meal or free drinks at the bar for the fact that we had to move rooms twice, had to downgrade, then still had major issues for two more days. I really wanted to love this hotel, but I just cannot recommend it. If this was a budget hotel, I could overlook the series of issues, but certainly not at this price point. At breakfast two mornings, we also heard several other guests reporting broken AC and flooding showers, so ours was not an isolated incident.

I was charged approximately $300 USD for a “Alexander bag” that I never once saw nor did I take it, and they did not honor my AMEX Platinum rewards IE: first night free in room cocktail bar, and 100 credit for in room dining. After contacting the multiple time with no response I contacted AMEX customer service. they reached out to the hotel for two days until I finally received a email saying that Hotel Alexander acknowledges that they charged me for items I did not purchase and that they did NOT honor my AMEX benefits adding up to approximately $300 USD. It has been a month with still no refund or responses to my emails or texting them through “WhatsApp” (their preferred method of communication). I was very generous during my stay tipping their staff over and over while dining there and having drinks. Frustrating to say the least because I really wanted to like them despite their faults in house keeping. The house keeping was good and prompt but one thing we had issues with was receiving hand towels. Mind you there was only my girl friend and I. Everyday we had to reach out to ask for hand towels. Their shower was very nice but floods out after 3-4 uses due to bad design in their drainage (trough drain shower clogs very easily). I could go on but at the end of the day I was willing to see past all that because the place is very nice and staff is very friendly so I’m not sure why they would e mail me acknowledging they over charged me and that they would refund me but haven’t. Make sure you check your statement before paying….

After staying one night here, I'm not sure this is a real hotel. When you get dropped off at the designated area, there is no signage or personell to direct you to the hotel so you just wander around an office building until you find it, at which point a strange manservent (distinctly not a porter or bellman) will notice you and proceed to hover over you for the duration of check-in, which is slow and disorganized. Our room (ambassador suite) was quite big, but it was sadly under appointed and lacked basic amenities. The design is sleek and modern, but I kept feeling like I was in a nepo baby's apartment / trust fund pied-a-terre. They also decided to make the bathroom, a giant glass and marble monolith, the focal point of the room, which is pretty weird. That being said, it's still a pretty nice room. The best and worst part of the room is the series of electronic curtains which provide hours of entertainment to small children. Speaking of small children, they don't have any cribs here, which is baffling to me because many hotels in CDMX don't allow kids, so why would you be one that does but not have the single most important thing a kid would need. They did offer to fashion something out of towels on the sofa but we kindly declined. The bartender makes a mean margarita but it was like $500 which is almost double the cost of one at the Four Seasons. Even if we were traveling on business that is hard to justify. The included breakfast comes with a very pretty looking fruit plate and a tablespoon of yogurt. At checkout the manservent reappears and hovers over you until the bitter end, despite your best efforts to try and shake him. Would I stay here again? Probably not. Is it a real hotel? Also probably no.

Great experience overall, hotel is nice and staff has been very welcoming every time I stay at this property. Love the hotel and the area.