NY.T Roma Boutique Reforma

Came for the World Cup. Please check your bill on check out. Was charged for late check out despite leaving room at 1pm. Had 8 bags so took a while to get out of room with no help or trolley. In addition to that was told I was charged a tax on some laundry I had done whilst here. Turns out it was a tip. When questioning the bill staff called the police. Police said the hotel had made a mistake but received no apology just the fact that their “system” made an error.

The staff is friendly. The room was fine, it just didn't have an iron, and in general, the rooms need maintenance, but it is a good value for the price. The location is excellent.

Extremely disappointing experience at Exe Cities Reforma. I returned to my room around 2 PM and found that it had not been cleaned. The front desk assured me it would be cleaned before 3:30 PM, but that promise was never fulfilled. At around 4:10 PM, housekeeping knocked on my door. I immediately replied that I would open the door right away. Less than one minute later, when I opened the door, the staff had already left, leaving only the cleaning cart outside. I went downstairs again and spoke with the front desk staff member Monserrat, who simply told me that housekeeping service had already ended. Instead of apologizing or helping solve the problem, she implied that it was somehow my fault for not opening the door fast enough — despite the fact that I responded immediately and opened the door within about a minute. What shocked me even more was her attitude. When I explained that I had paid a high hotel price and expected proper service, she responded by saying this hotel was “cheaper than others.” This is completely unprofessional customer service. Throughout the entire interaction, there was: - no apology - no accountability - no attempt to resolve the issue - no respect for the guest experience For a hotel under the Eurostars brand, this level of service is unacceptable. The broken promises, rude attitude, and lack of basic hospitality made my stay very unpleasant. I hope management seriously reviews both the housekeeping management and the conduct of the front desk staff.