Casa Polanco Hotel Boutique

PLEASE.... DO NOT MAKE THE SAME MISTAKE WE DID. Yes, I read the negative reviews about this place. I am not a complainer. In fact, all of the times I have booked Amex Fine Hotels and Resorts, I have never had a problem. Honestly, I went back and forth on this place - we have stayed in many big hotels Four Seasons, Ritz, St. Regis, etc. but recently stayed in lovely boutique hotel in Newport, RI (The Auberge Collection), so I got more into boutique hotels. When we arrived, it was almost as if we were dismissed - didn't think too much about it, checked in and were shown to our room - DIRECTLY BEHIND THE RECEPTION DESK and IN THE MIDDLE OF THE RESTAURANT DINING ROOM - I can't explain this any other way other than uploading pictures, which I will take more of an upload them. The property is beautiful. We noticed someone speaking to al the other groups that checked in - we are only a couple. So I'm not sure if that was the issue. But nowhere in these reviews does it say that ROOMS 1 and 2 are the worst rooms - YOU CAN HEAR EVERYTHING, LITERALLY EVERYTHING - and we are from NYC so noise doesn't usually bother us, but imagine living right above a call center and a bar where you constantly hear people's conversations (and they ours) and hear ice digging to make drinks, forks and knives clinking when people eat, as well as the distinct lyrics of the music being played. In all the years and many hotels that I have booked through AMEX Travel, I have never once had to call and complain. But we tried to take it up through the hotel - since they are a boutique hotel, they said they didn't have any other availability - I even offered to pay more money for a different room (not asking for a free upgrade!), and they said they were fully booked and couldn't accommodate - the front desk staff were very pleasant - I know it was not their fault and told them that. But I expected management to understand! By their looks, we CLEARLY were not the first or only people to complain about this room. Again, the staff was lovely - but when AMEX reached out to Casa Polanco - you would assume they would want their customers to be happy - NO, NOT THEM!!!!! So that's the thing- AMEX asked on our behalf if they would refund us and let us go to a different property, but they said no so about $1000 a night, they are thieves- this is for a small room that is behind reception and literally in the restaurant!!! PLEASE DO YOURSELF A FAVOR AND DO NOT MAKE THE SAME MISTAKE. Look at the other boutique hotels or even chains before you look at this hotel. This is not a $10 or $100 mistake - it is a multiple thousands upon thousands dollar mistake. And I am mad at myself for not heeding the other reviews. People have different wants of course, but being able to relax and not hear everything coming from the reception desk and restaurant I'm sure are basic requests most would agree upon. So now we are faced with our limited vacation days - we can either walk away from thousand

The most incredible hotel. From beginning to end everything was perfect. The decor, the service l, the location. We loved every minute of our stay here. The staff always thought about our well being and went above and beyond. Their recommendations also around the city were spot on. It's really a magical place.

LOVED Casa Polanco. The small boutique hotel is in a renovated old mansion with a connecting addition. You feel you are at home visiting Mexico City. It really is the BEST location to wander around the Polanco area and beyond. Stylish, luxurious, comfortable. Everything is top notch. The service is also excellent. Their food delicious. And their recommendations fabulous. Don’t stay anywhere else. The only thing you must make sure of is that you are not given a room on their ground floor.

Such a beautiful hotel, and such an incredibly warm, welcoming, friendly, helpful staff!! Our rooms were spacious, lovely, and immaculate. The breakfast room is gorgeous, and the breakfast offerings are divine! We also loved the cozy beauty of the library, and the gorgeous outdoor seating in the front garden. The location, across the street from a beautiful park, was also ideal!

Definitely would stay again. A bit pricy, but, location, Staff, accommodation, food/drink & amenities top notch. Perfect place to stay in Mexico City with nearby Park and many restaurants. Amenities, food, room bar & drinks included at no additional cost. Check in & out was a very smooth process.

We absolutely loved Casa Polanco! The property is stunning and private for guests to relax away from the busy city! Roberto at the front desk was wonderful and so friendly. Fernando took amazing care of us on the terrace each night for a night cap (best Mezcalita!)! Would love to go back! Great location for walking through Polanco.

When you step through the doors at Casa Polanco, be prepared for the stay of a lifetime! You will be welcomed by Veronica, Regina, Roberto or Jonathan, maybe all of them or someone else, but fear not, they are all just the beginning of the excellent service you will experience at this lovely boutique hotel. If you’re unsure of where to eat, they will make recommendations and reservations, and the service you receive at that restaurant will be a continuation of the service you experience at Casa Polanco. You won’t sit down in the lobby for long at any time during your stay before someone will approach you to offer water, a cocktail, a glass of wine, etc. and make you feel like you’re the only guest at the hotel, and it’s all done in a not in your face approach. On a hot summer day, be sure to sit outside and enjoy one of, the lovely homemade popsicles on the terrace. Find your spot and enjoy afternoon tea and the outstanding service and smiles from Benjamin! These are the little details that make your stay at Casa Polanco worth every penny. None of these other details will show up on your bill because they respect your choice of hotels and understand that it’s the little things that make a guest happy. Their response to your “thank you“, para servirle (at your service) shows in everything they do. If the service isn’t enough, the accommodations were lovely. They have attention to detail in all areas of the public spaces and hotel rooms; everything from lovely amenities, full turn down service(including cleaning the room, water replenishment, and fresh towels), coffee/tea service delivered discreetly outside your bedroom door every morning at the time of your choosing, the most comfortable bed, and don’t miss the Dyson hair dryer! At the helm of Maria the Manager, who doesn’t miss a beat this team works hard to assure your stay is five star! Her very high expectations show in the execution at this lovely boutique hotel.

My family and I have stayed at many luxury hotels around the world and this was far and away our favorite experience. One truly feels at home away from home thanks to the extensive and incredible attention to detail of the staff and all aspects of the facility. This is a world class hotel on all counts! There is not one member of the staff who isn’t worth mentioning. They all worked together to make our stay extraordinary. Roberto of concierge in particular gave such attention to detail and high level of service spending lots of time to make sure everything was perfect for us. He was amazing. Juan and Fernando were also excellent waiters very attentive and Jonathan also an exceptional concierge! Do yourself a favor and stay here.. it will make your Mexico City experience and you will be sure to return for more!

Amazing beautiful place with perfect service - perfectly located in a very nice area right next to the park in Polanco. The breakfast was very good and everything was included, like cocktails, snacks and wine. We felt very much at home there and would highly recommend it