Geneve Ciudad de México

The room was clean, but it wasn't cleaned on the second night. The hotel looks luxurious, but the rooms are just clean and not as impressive and artistic as the lobby. The breakfast seems plentiful, but the ingredients are of low quality.

Disliked · The noise from the street. The incompetence of the staff because I had to tell them and call them to remind them to give us free water, which should have been placed in the room if it had been cleaned.

First room across from people smoking, complained twice. Music blasted until 4am Saturday. Sheets had black makeup. Switched rooms, sheets on new bed had makeup. Towel had lipstick stains. Shower curtain smelled like wet dog, told front desk, curtain not changed. Asked for manager, told he wouldn't be available until later in the day and that the front desk was unable to assist once payment is processed, which is upon arrival.

I would rate this a 2.5
I stayed at Hotel Geneve from 16-23 December 2025. I have never written a review however, staying at this hotel prompted me to write.

During our stay, we experienced the following:
* Housekeeping consistently did not service our room until after 3:00 PM.
* A basic service lapse in which we ran out of toilet paper and had to request it twice within one hour (once in person at the front desk and again by phone).

The final incident, however, was particularly concerning. On Sunday, December 21, my husband became ill while dining off-site. I returned to the hotel and requested two sets of utensils from the front desk so we could eat in our room while he rested. The restaurant was open yet empty. Despite clearly explaining the situation in English (I asked first), the request was repeatedly redirected in Spanish, discussed among staff, and treated as an exception rather than a reasonable accommodation.

What should have been a brief interaction became an extended process involving multiple staff members and the night manager. During the 30 minutes I interacted with hotel staff, my husband—nauseous and lightheaded—was left alone in our room. Although utensils were eventually delivered, 45 minutes after my initial request, this occurred only after unnecessary stress had already been caused.

While apologies and alternative dining offers were later extended, the lack of timely response, discretion, and practical problem-solving is concerning. These repeated disruptions, combined with a lack of sensitivity and attentiveness, left us feeling overlooked and undervalued as guests—particularly given the premium rates and longstanding reputation of your property.

I reached out to the hotel directly through their website as well as the parent company and were unanswered.

Do yourself a favor and don't stay at the Hotel Geneve unless you want to feel that undervalued as a guest, ignored by the front desk or feel like they are talking about you behind your back.

Great hotel, great location. Customer service non existence. Maid was horrible, room was not clean properly. I booked directly with the hotel, I have emailed them the email that I have to google - customer service. Never received a respond to my email. I found a WhatsApp number - I've sent a message and no respond. I have to contact some one in Mexico for them to call and make some changes. The staff at the hotel, never acknowledge me on my way or out. Really bad service. But great hotel. Unless you do not mind the horrible service. It is a great hotel to stay, great location.

We tried to end our New Years Eve celebration with a drink in the lobby bar and the serving staff completely ignored us for over 1/2 an hour. They served other tables but completely ignored us. I spoke to three different servers and the said the would be just a minute. But after 30 minutes we left. I also tried to speak to the hostess at the restaurant. She said she would get someone, but then the restaurant manager intervened and told her off for speaking to me because I was not a restaurant guest. I complained to the front desk and the clerk just looked at me like a stunned rabbit. Really poor customer service.

The hotel itself was fine but the service was pretty shocking. After going out to a nice dinner and bringing leftovers back to the room, I realized I forgot takeout utensils. I asked the front desk if they had any and they had the kitchen call me from my room. The kitchen staff informed me that because I did not dine at their restaurant - even though I'm a hotel guest - they will not give me one single plastic fork that probably cost one cent. They didn't even offer for me to go down and grab one from them which I would've been happy to do, so I wouldn't have had to eat pasta with my bare hands. I don't think I would stay here again after that.

The chief concierge Jo Ariel Mendoza was so helpful. I needed to write a review about his support. When we arrived at the hotel we discovered my wife’s passport had been lost. Jose was incredibly supportive and helped us through an agonising 24 hours of embassy contacting and searching for the lost passport. I can’t speak highly enough of his support and highly recommend the Hotel for the way we were treated in this difficult situation. Peter Lee, Sydney Australia

Very nice hotel in a great location. Plenty of places to walk nearby.
Hotel rooms were large and very clean. I stayed on the ground floor which was nice and no elevators.
I did not eat there so no comment.

The room I stayed in was by far the most unpleasant and unclean I’ve ever encountered. The photos on their website are completely misleading—the lobby is the only part of the property that looks nice. The room itself was full of bugs, the carpet and furniture were extremely worn, and the staff were unhelpful and far from what you’d expect at a so-called “5-star” hotel.

Following a great experience one year ago at Hotel Geneve, Mexico City Reforma, my partner and I enjoyed 3 weeks at this gracious, elegant and centrally located hotel. Located in Zona Rosa and near Bosque Chapultepec, Polanco and Roma Norte, Hotel Geneve is a convenient place to stay in CDMX. The rooms are elegant yet comfortable, the service is warm and supportive, and amenities are pleasing. The food in the restaurant is exceptional and the lobby bar is cozy. I should specifically mention the concierge team, led by Ariel Mendoza and assisted by Deyanera and Daniel. A great team who absolutely made our stay exceptional. This team loves their city and facilitated our choices of restaurants, museums, and guided tours with experts in the city’s rich cultural and historical heritage. — I am certain to rebook our reservation at Hotel Geneve when we return next year to Mexico City.

Horrendous, filthy, bugs on room, lazy staff in every department. Food is disgusting. Completely not edible.
I asked for an iron 5 times from 5 different staff. Still waiting

Great service. Room was clean. Hotel is rich in history.

Beautiful hotel in a convenient location

Nice hotel, nice lobby. The staff in general was very kind. My reservation was for a mini suite with a king bed. To my surprise, when I arrived, it was a room with two beds. On the third floor, in the part of the hotel where there was NO elevator. The front desk staff didn’t offer me any other option. For that reason, I’m giving this rating.
I stayed at this hotel for 4 days, and during all that time, an old vacuum cleaner was left outside my room, as if someone had just left it there. None of the staff seemed to notice it was lying there the whole time.

I had a very disappointing check-in experience. After a long trip that started at 6 a.m. in New York and ended at 2 a.m., the man at the reception was rude and unwelcoming. Even after I explained how exhausted I was, he gave me what seemed like one of the worst rooms, pretending it was the only one available. The small room on the third floor felt neglected and not very clean — even the towels were in poor condition compared to the other side of the property, where I later had a much better experience.

By Saturday morning, I couldn’t take it anymore, but thankfully I met Mr. Antonio at the front desk. He was kind, professional, and helped me get the exact room I had originally purchased. I truly appreciate his excellent service.

I made reservations to this hotel four months ago. When I arrived and checked-in I was told that the room I requested - one king bed wasn't available and that I would be getting a room with 2 beds. They said they were completely booked and there was nothing they could do. I told them I had specifically asked for a room with one bed and that it not face any streets (because of the noise). The guy at the check-in said, well that's all we have, basically you can take it or leave. I took the room, it was late and I was exhausted from traveling. I went with the bellman to my room - through this maze to the back of the hotel - once we get to a stair case he leaves our bags and says follow me. We land up going up two flights of stairs to the third floor - No Elevator! in this area of the hotel! Upon arrival at our room he opens the door and says here's your room - the tiniest little room - that faces the back side of the hotel. The bathroom was tiny and reminded me of the bathroom on an airplane, when you shower water gets everywhere! There was water all over the floor and sink and all toiletries and clothes got wet. The bed was a soft wobbly bed, extremely uncomfortable. There was no alarm clock, no iron and 2 hangers in the closet. I landed up hiking back down to the front desk to ask for another room. I explained to them that I had made my reservations 4 months ago, and asked them if they could upgrade me to a suite - I told them I'd pay the difference. They girl said in very rude, snarky voice - No, you can't do that... well, you would have to cancel your reservation and then go online to our website and book the suite and see if one is available. I asked her if she could do that for me and she said No! I would need to do that myself. The worse experience at a hotel. Yes, the lobby and hallways are beautiful and historic, the bar is cool. I wish I wouldn't have stayed there and just went by there for a drink at the bar and to view the lobby.

Great hotel and good food wonderful service

Very dated, door nobs broken, broken chest of drawer, stained curtains

I had a very nice day. Anytime I visit Metro city I always stay at Hotel Geneve.

Buen hotel. Muy lindo y limpio. El personal siempre amable y muy atentos a todo.