Andaz Mexico City Condesa

One of the worst hyatt stays I have had over the last 7-8 years due to customer service from start to finish. I was in communication with the hotel before arrival to arrange transportation from the airport to the hotel. Confirmed twice which vehicle I wanted and price point I wanted it at. Also mentioned to the hotel that we were celebrating a birthday, which they confirmed. When we got to the airport we were picked up in the higher priced vehicle and then dropped off at the Banyan tree mayakoba. Which was clearly the wrong hotel, but at the time we did not know because the resort was so big and we were not paying attention on the drive, we only found out once we got to the front desk and they said this wasn't the Andaz. At this point we were tired and frustrated from a 13 hour flight from Germany and had the hotel call the driver who dropped us off to come back and get us. We were then picked up and driven to the Andaz and met by the front desk team who seemed underwhelmed during the whole check in process. They asked if we were celebrating anything, and we once again told the hotel team it was a birthday celebration. ( Very disappointing, since we already mentioned this in the pre arrival email) The front desk team said we would have a host meet us at the room to show us around and tell us all about the property. In reality it was just the bellman who dropped our bags off and told us nothing about the property or anything at all. We felt lost and really didn't know how to get around or how anything worked around the large resort. Upon entering the room, there was no acknowledgement that we were celebrating a birthday or special occasion. which was disappointing but not surprising since the front desk seemed clueless when we mentioned it earlier. Upon settling into the room I sent an email directly to the front desk staff and members of the team about being charged the wrong amount for the car service and being dropped off at the wrong hotel. I expressed I was disappointed and wanted assistance in finding a resolution to this matter. At this point I thought that a "Luxury hotel" would try and make things right by reaching back out immediately or having a member of the staff give me a call. But no, not this hotel. I never heard back from my email from anyone in the hotel staff at all and now that I have checked out, it has been 5 days and still no response from their team about that issue. The next day I brought up the issue of their team sending the wrong vehicle and charging me the incorrect amount. It took them over 20 minutes of going back and forth to say that they couldn't give me a refund now but it will be processed by the end of the day. Indeed once I got back to the USA they emailed me saying it was processing but now almost 5 days later I still have no refund back to my account. In terms of customer service and luxury experience this is probably one of the worst run Hyatt hotels I have experienced over my last 300 stays. I experienced better at the Hyatt place LAX

We stayed in La Condesa to attend a concert at Auditorio BB which was in walking distance from the hotel. Every staff member was very professional and friendly from the doormen outside to the housekeeping inside. Atmosphere is very modern chic. Rooms are clean. Bathrooms have spacious showers and the most amazing bath products (that are exclusive to the hotel). Noise level was low. We had a really cool little record player in the room with a couple of LPs. Breakfast was included in our reservation at Portico, which had a wide variety of fresh options each morning to satisfy any palette, and excellent service from Hugo and Augusto. Most of the staff are fluent in English as well, if your Spanish is rusty.

My friend and I stayed at Andaz on our first ever trip to CDMX and had a wonderful experience. The service was top-notch, our room was comfortable and clean, and the breakfast at Portico was the best buffet either of us have ever had. We were also very happy with the location. It was an easy walk to Parque Mexico and Parque Chapultepec, plus many many restaurants. We would definitely stay there again.

We had a fantastic experience at this hotel. The entire staff (front desk, housekeeping, food service, etc.) was amazingly friendly and helpful. They went above and beyond to welcome us and help us with whatever we needed. The space is lovely and very well located, and the breakfast buffet was an absolute delight!

Excellent service and accommodations. Trendy surrounding neighborhood with many dining options . Easy to obtain Uber for travel to other parts of the city