Hilton Mexico City Airport

This hotel is located on-site at MEX airport. Because we took the bus from Cuernavaca to the airport, we were dropped at the airport bus terminal and finding the Hilton was a little bit of a challenge. Not much signage until you are right under it. Once we got there, check-in was fine. The room was great, until the plumbing started backing up. We didn't realize how bad it was backing up until I took a shower, and the water ended up flooding the bathroom, the entry way, and the hallway outside our room. Besides that, the room was fine.

Our flight from Mexico City to Dallas was repeatedly delayed due to weather, and we had already been at the airport since 8:00 a.m. Not knowing whether our flight would eventually be canceled, my wife and I decided to go to the Hilton to ask about room prices and figure out our options. When we arrived, I spoke directly with the gentleman at the front desk. I clearly explained that our flight had been delayed and that we were considering getting a room if it was canceled. I specifically asked if it was okay for us to wait in the lobby while we figured out what we were going to do. At no point did he tell me that this would be a problem or that there were any restrictions. While we waited, we spent money at the hotel. We had coffee at the bar, and my wife ordered soup. Afterward, we moved to the lobby and waited for approximately an hour. Then, unbelievably, the SAME front-desk employee who had already told us it was okay to wait apparently called security on us. A security employee approached and asked whether we were staying at the hotel. I explained that we didn’t know yet because we were still waiting to see what happened with our flight. He then told us that we either had to leave or continue consuming food and drinks at the restaurant. I explained that we had JUST purchased coffee and soup. His response was that we needed to be “consuming ALL THE TIME” if we wanted to remain there. Seriously? How exactly is someone supposed to continuously eat or drink every minute just to sit in a hotel lobby while deciding whether to book a room? What made this situation especially upsetting was the complete lack of honesty and basic courtesy from the front-desk employee. If he had simply told us from the beginning, “You cannot wait in the lobby unless you are a registered guest,” we would have understood and made other arrangements. Instead, he allowed us to sit there, allowed us to spend money at the hotel, and then called security to have us removed. It was embarrassing, disrespectful, and completely unnecessary. We were already exhausted and stressed from dealing with hours of flight delays. The last thing we expected from a Hilton was to be treated like we were doing something wrong after we had ASKED PERMISSION to wait there and had purchased food and drinks. I expected much better customer service and professionalism from the Hilton brand. The way this was handled was absolutely unacceptable.

The Hilton Mexico City Airport is right inside terminal 1, so it is extremely convenient to get to early morning flights from the hotel. I would highly recommend to stay if catching a morning flight. The room service food was excellent with an array of choices including local cuisine. The best part was the shower; I have stayed at several places in Mexico City, and this hotel had the best shower system in town. The bad point is that this hotel is inside the airport, so the view of the cheaper rooms are of the inside of the airport.

I stayed here as I had a late arriving flight and I didn't want to venture out into the city in the dark. The hotel is in terminal 1 and very easy to find if you follow the directions in the Hilton app. The rooms were fine. Mine wasn't dated as other reviews has stated. There was some construction noise at many hours of the night, but I put the room fan on high to drown out the noise and slept well. The breakfast is decent and was free for me as a Gold Hilton member. I would stay here again if needed.