Mondrian Mexico City Condesa — Hotel in Mexico City

We arrived on Xmas Eve with managed expectations that the city would be mostly shut down for the holidays. We prepaid in full in May 2024 and the hotel sent us several emails leading up to our trip, none of which said there would be limited staff or no manager on duty. This was a very special anniversary and birthday trip, let alone Xmas and NYE, so we booked the largest suite available, the Deluxe King Terrace Suite that stated it was 839 square feet. When we got to our room on the 8th floor, to our shock, it was a tiny room, maybe 300 square feet with a full size bed, not even a queen! I told the front desk the room was not the SUITE we had booked more than 7 months ago, looked nothing like the pictures that accompanied the listing. There was another complaint from a family of 4 adults who also booked the Deluxe Suite through Hotels.com and were also given a tiny room! We work for a travel fintech company in financial crime and if we had booked through our company, we would immediately flag this as fraud and remove the hotel from the company’s listings to customers. The front desk showed us 2 other rooms that were clearly 11 and 5 categories below our prepaid booking! I called my credit card company who said the hotel wasn’t picking up despite calling 4 times by 2 different representatives. My credit card company assured me they would investigate and I finally resigned to going to bed. The next day, still no manager and not a word from the hotel about getting assigned a room that was 11 categories below what we prepaid for!

Here are some other notes before you even consider this hotel which at best is 3 stars, NOT even close to the 5 star hotel they claim to be online: Breakfast buffet was sad—Cold coffee, salad, cut ham and cheese slices, and silver dollar pancakes. No condiments out, except for a jam, so we had to ask for syrup, ketchup, etc. I originally thought the Sky Bar restaurant was closed because when I went up to the 9th floor Sky Bar, it was cold & empty with no host/hostess. 2 men stood at the end of the bar just blankly looking at me, no greeting or acknowledgement of me or my son. I went back downstairs only to be told that indeed breakfast is on the 9th floor. The juices were nice and seemed freshly squeezed, and my son enjoyed the fresh cut fruit, but I had to order the Mexican breakfast to get any decent food. No one could clearly confirm whether that would be included in our free breakfast—truly terrible service/untrained staff. The whole restaurant is freezing, despite it being 60 degrees outside and there being several space heaters. I even had to ask the staff twice to turn the space heaters on! For an apparently 5 star hotel, the service is like a 1-star hotel.

BRING AN EYE MASK! Each room has orange translucent walls to the shower and toilet that create spaces reflecting the outside light so your room is never pitch black & there’s no door separating the bathroom area from the rest of the room. Each room also has a blinding sensitive night light, even the slightest movement in bed would set it off and disturb our sleep.

BRING EAR PLUGS! There was noise at all hours from the inner courtyard and restaurant (and sky Bar?), mostly club music.

For a (self proclaimed) “5-star” hotel, there is no pool or spa (and guests canNOT use the Andaz pool), the rooms are very bare with just a Lavazza coffee maker with some pods. No water boiler. No pads of paper and pen or bathroom amenities other than a bar of soap, shower cap and a loofah! The showers have MALIN+Goetz shampoo, conditioner, bath gel but no lotion, bath salts, Qtips or cotton pads. No iron, luggage holder, fridge or umbrella. No turn down service. Outdoor furniture is cheap & ugly. 2 rooms they showed me had broken cabinets. The thermostat works with reliable a/c but there was a strange sewage like smell when you enter the room. Items are listed on room bar menu which are not even available in the room! What a shame that the Mondrian ruined our holiday plans. We will never book a Mondrian...

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This was the hotel that we opted to recommend to our guests for our wedding, and as such, I had a 13 month working relationship with the Mondrian Mexico City Condesa hotel and I will leave a very unbiased review. My wife and I got married in Mexico City in March '25 and this was the hotel that we stayed at and that recommended for our guests to stay at as well. When we first toured the property, we fell in love with the location and the property itself. Every person that we encountered was also extremely friendly. Not sure if we encountered these issues only because of the room block that we had, but I would NOT RECOMMEND for anyone planning on using them for wedding services. I would recommend the Andaz which is right next to this hotel. Not sure how the service or experience would differ if only booking a room through them vs a large group. I'll start with the Pros:

Pros: AMAZING location. Located in an incredible location of Condesa, the hotel is within a short walk to so many things. While in the heart of CDMX, it is located on a quiet street, so that is perfect for walking around. Hotel is nice, modern and 'trendy'. The property itself is very nice, rooms were modern, clean and we had no issues. Staff is very friendly and were very helpful and/or accommodating for requests that we had related to our wedding. Food that we tried on the property was very delicious.

Cons: Horrible Communication from the Reservations Team: We had issues from the very start with the reservations team. We were working with Daniela Raigoza and Veronica Hernandez and they were the absolute worst at communicating and at doing their jobs. Please do yourself a favor and don't work with them. They took forever to respond to our emails and when they would respond to us they would provide us with outdated or irrelevant information. We had to jump on multiple calls with them to push them to provide us the information that we needed. We essentially had to micromanage them to do their jobs. Difficulties with reservations: A large portion of our guests complained to us that they were either not hearing back from the reservations team regarding their inquiries to book which again just added to our hands on involvement with the team. Inefficient Process to Book Rooms in a block: They require emailing a team who is then responsible for booking that room that you request. A very inefficient process that led to many issues. Incorrect or booking that didn't show in the system: We had multiple situations where our guests booked a room and were given the incorrect room or where the bookings just outright didn't show up in the system. This led to some confusion and stress the days leading up to the wedding. Carelessness with Booking: We had a few guests complain that they got the booking confirmation for other guests by accident which included the personal information of other guests. Again, the team just lacks basic attention to detail. Bad Customer Service: They market themselves as a 5 star hotel, however, their service is not up to what it should be. From all the issues above, to delivering incorrect food orders to our room, coming into our room while we were changing, to really missing that 5 star experience and treatment.

Again, this is such a beautiful hotel in an incredible location with so much potential. Unfortunately, I believe it is mismanaged at the top and that trickles down to the day-to-day operations. I believe their reservation system is also very outdated, which leads to so much manual work that leads to inefficiencies. Planning an international wedding, the hotel and our room block was the most stressful part of the entire event. Please save yourself the headache of working with them and go to the Andaz right next door. Pricing is...

Location: walking distance to metro station and half a block away from the hustle & bustle of main street of Ave Insurgentes and few blocks away from the quiet residential side of Parque Mexico.

Staff: lovely welcoming staff - shout out to the front desk Katia, bellman Arturo, the concierges Mariana and Mariel, dining staff Lalo and Ricardo and also had the pleasure of being in the same elevator with a lady who struck up a conversation asked how I was enjoying my stay and found out she was Claudia, the GM! Enjoyed listening to her decades of experience in the hotel industry and moving around the world. I also want to thank the staff for helping me get the "house doctor" that turned into EMT when my husband was ill in bed from altitude sickness over X'mas and checking in asking about his status during our stay.

Room and Amenities: we originally booked the Standard King but decided to pay more and upgrade to a Superior King due to this large column in the middle of the room. They kindly put us up in the corner room and we were quite happy with the spacious room and the bathroom. The only qualm would be the sink. The sink was strangely set further away from the end of the counter so me being 5'2, I had to tip toe and reach over to wash my face which in turn made a mess with water everywhere. I did hear the music in the evening as written in a lot of reviews but it did not bother me. The hotel shares a courtyard with Andaz and also shares the bar and cafe. We had a prix-fixe meal at Cabuya Rooftop at Andaz on X'mas Eve which included an all-you-can drink alcohol. The gym was on the Andaz side and I took full advantage of the facility. It was fairly spacious with plenty of treadmills so we didn't have to fight for it! Breakfast was great with the option of ordering off from the menu instead of the buffet but getting simple black coffee took eternity or forgotten. I suggest that they have a brew set aside for guests to just pour themselves to help alleviate the burden on the waitstaff.

Would definitely return here again if I'm...