Sheraton Mexico City Maria Isabel Hotel

Even though I arrived a little early, I checked in, and I was able to recover from long-term fatigue with a friendly and quick response. Thank you very much to the hotel staff. It was a very happy break because you assigned me to a room with a fantastic view.

I stayed at this hotel for five nights during a short vacation and to visit some friends. Unfortunately, my experience was less than satisfactory. Upon arrival, I found the bathroom tub dirty and dusty, and I had to ask housekeeping to clean it. Additionally, the fridge in my room wasn’t working, so I reported it, and it was fixed the following day. On the second day, I returned to the hotel with a friend who lives in Mexico City, someone I've known for three years. As we headed toward the elevator, a baggage porter approached me, questioning whether I was a guest and why I was going upstairs. Since you need a key to access the upper floors, I initially brushed it off as routine and confirmed that I was indeed staying there. He then left us alone. However, on my last day, the same thing happened again with a different baggage porter as we headed to the elevator. This time, I felt harassed and profiled, likely because I’m Black. It seemed like they couldn’t believe that a young Black Canadian could afford to stay at their hotel. Frustrated, I asked to speak with a supervisor. When the supervisor arrived, the baggage porter tried to change the narrative, possibly thinking I wouldn’t understand because I don’t speak Spanish. Thankfully, my friend does, and she corrected him, recounting the incident accurately. The supervisor apologized, took my contact information, and assured me that a manager would reach out to apologize as well. On the day of my departure, with a flight at 5 AM, I woke up early to check out. The same supervisor who had apologized earlier handed me a package, which turned out to be a sandwich. I threw it away. I checked out on August 5th, and as of now, no one from the hotel has contacted me as promised. While Marriott is generally a good hotel, the racist behavior of the baggage porters at the lobby was unacceptable. They need to understand that people of all backgrounds can afford to stay there and should stop harassing Black guests. It was incredibly embarrassing and disgraceful to be treated this way, especially in front of my friend, and to have it happen twice.

I really enjoyed my stay at the hotel. The rooms were clean and comfortable, the staff was friendly and helpful, and the amenities like the pool and fitness center were excellent. Great location too, close to all the main attractions. Overall, a wonderful hotel experience that I would absolutely recommend to others.

very nice view very kind and well trained staff everything was ok

Hotel is very centric. Room was spacious and clean. Breakfast had variety.

Clean hotel in a very good area.