"We hesitated to post a review because the hotel is beautiful (thus 2 stars), but felt the need to give honest warning on 1) check the accuracy of hotel descriptions; 2) check the billing; 3) don’t trust what you’re told by the staff & 4) do not check out no matter what until the billing is resolved …because you’ll be left as frustrated as us. We booked the Alexander hotel for two nights (Dec22-24) to celebrate our 10th anniversary. We specifically chose the Ambassador Suite because it was advertised with a standing bathtub which was a feature we looked forward to enjoying as part of our celebration. In retrospect, we should have gone for a regular suite at the Alexander or choose a club suite at the JW Marriott for less money and a far less aggravated experience… Upon arrival, we were checked in like VIPs but when we checked the suite, we found the bathtub had been removed and the space covered with a rug, plant and water faucet (photos attached to show the rug covering an area where the tub used to be). The manager on duty, Leticia, apologized but unfortunately, there’s no other bathtub suite available. We thought there’s nothing we could do except to take the best out of these 2 night stay. We checked out on Dec 24th, and were told that we’ll be emailed the final bill since the manager Leticia wasn’t on duty at that moment. We found out 2 days later that we’re overcharged (for breakfasts and a $25 credit which should be included for booking direct with LHW). Since we couldn’t get a hold of anyone by phone, we went back to the Alexander on the 27th to hopefully resolve the billing issue in person. Two female staff acknowledged they overcharged us but told us that only Leticia has the code to make billing changes. They told us they’ll follow up. We didn’t hear for another 2 weeks so we called. We were told they’ve just returned from holiday so would revise the billing and issue a refund as soon as they get to it. It has now been 2 months, and the promised refund has yet to be issued. While the dollar amount itself is not significant (~$162 USD), the experience was extremely frustrating and detracted from what was meant to be a celebration. Especially concerning is a complete lack of follow-through or any communication…while everyone seemed friendly and trustworthy when we interacted with them. We felt berated. Interesting facts - we noticed that the hotel has since removed photos of the free-standing bathtub from the Ambassador Suite listing on its official website, despite the feature being prominently shown at the time of booking and in prior guest reviews on platforms such as Google and TripAdvisor"

"I was very disappointed with my stay at Hotel Alexander and would not recommend it, especially for business travelers or anyone expecting a quiet, functional hotel experience. First, the hotel is disengenuous with its marketing of a large modern building - the hotel is only 2 bottom floor of a major office building making it very busy and loud. The space is extremely small and feels oddly deserted, more like a private building than a full-service hotel. This alone wouldn’t be an issue, but it contributes to an overall lack of atmosphere and amenities. The biggest problem was noise. There was loud construction during the day, making it impossible to work from the room. This was especially frustrating given that the hotel has no business center or designated workspace, so there’s nowhere to escape the noise. To make matters worse, we were woken up at 3:00am by extremely loud window cleaning, which is completely unacceptable at a hotel charging premium rates - another issue being part of a larger office building. The room itself had multiple issues. The shower did not drain properly, causing water to pool quickly, and the WiFi was unreliable, cutting in and out and further complicating any attempt to work remotely. As a remedy the staff offered for us to move rooms, but the noise and distractions persisted. Overall, the hotel feels unprepared to host guests who expect basic comfort, quiet, and functionality. Between the constant noise, lack of amenities, and maintenance issues, this stay fell far short of expectations. For the price and location, there are far better options in Mexico City."

"We had a wonderful stay at this hotel. Everything was clean, comfortable, and well taken care of. The bellman/concierge truly stood out so kind, professional, and helpful from the moment we arrived. He went above and beyond to make sure we felt welcome and had everything we needed. Great service all around. We would definitely stay here again!"