Casa 9 Hotel

My family has been coming to Mexico City for vacation every year for the last 7 years and this is genuinely the only hotel we’ve ever had a negative experience with. And unfortunately our experience here was beyond negative. The rooms are dirty and not as advertised. They don’t really have a staff as far as I could tell? Management will sometimes respond to you via WhatsApp but they almost never have anyone on site if you need help - and we did, which we never received. My family ended up cancelling our planned 4 night stay after one night because of how shocking the service and the overall quality of the place. Worst hotel in Mexico City and maybe worst customer service I’ve seen anywhere in the world. They truly don’t care about making your experience a positive one…

Unfortunately I feel obligated to share our experience so the same thing doesn't happen to others. Our room did not have a working shower and casa9 was not able to fix. The only "solution" would be to switch our room but the other available room did not have a lock on the door. We ended up having to switch hotels yet casa9 will not refund us and is charging for the entire stay.

Bloodstains on bed sheets!! This raises serious concerns about the room’s cleanliness and hygiene. If they didn’t change my sheets what else did they bother changing? What’s more ridiculous is when I confronted the manager, he looked at the pictures and said “it looks like it’s yours”. It’s not until I asked them to do something the third time on WhatsApp, then the manager asked someone to change my sheets. This “luxury” management team handled the situation unprofessionally and inappropriately. Definitely don’t go.

The rooms are not aligned with the price point… not well maintained, tired, dirty. This place could be a gem if management up their game with the rooms…. All and all definitely not a 4 or 5 star hotel

It was the best place!! The five star service, the comfy bed, the yummy breakfasts met a lot more than our expectations. We highly recommend and will definitely come back in the future!! Gracias por todo!!