Stacy F.
Yelp
We arrived at the Condesa df with high expectation, given its high-end design and price.
At first, we were pleased: the guard and the staff outside were on-it and super-kind and the hotel itself looks great. The check-in/concierge seemed a bit overwhelmed despite very few guests, but it was December 30th so, hey...
Our room for 4 was both lovely and overlooking the boulevard, but small - and there were no drawers or shelves to place all or even a small fraction of our clothes. So four large suitcases remained open for the entirely of our 6-day stay - making an already-small room that much smaller and making the place feel cramped.
Then there was the smell, which came from the washroom though none of us had used it. We called down; they seemed shocked by the possibility that they did nothing, not even sending a plumber. We requested another room but none were available. We lived with the odor for a few days before discovering a small leak in the plumbing which they did (finally) act upon and the smell left but was back again the following day.
During this time, they twice forgot to clean our room and when my wife had a migraine, not only did they not have aspirin but they didn't even suggest where we might find some. Later that day, when we ventured to the roof for a dip in their scenic jacuzzi, we were greeting with lukewarm water and a drain clogged with paper hand towels that flew off the nearby sink area due to nothing keeping them down.
And that's the quintessential problem with this hotel. It's pretty on the outside but the minute you step inside, you begin to feel there's more than a little bit wrong with the place. It feels as if it was designed by someone who never travelled before or who never brings bags with them or who simply forgot to think through design decisions. They really could use a user experience designer!
It's hard to give this review much of the staff was courteous and kind. This attitude was not often present at the front desk. By Day 4, when we repeated our then unanswered, phone-based complaints, they were clueless and carefree. with an arrogance I've never witnessed in a service industry. He smiled smugly, saying "I understand" and nodded his head, but it became clear they didn't care.
On our last morning, they allowed another departing family to take the car they had booked (for an extra fee) which left us without transport at 6am and with few Ubers available at such a tender hour. We ended up finding a ride while the contemptuous front desk person watched contemptuously. In the days that followed our repeated calls to the GM went unanswered.
I hate to say this but not only can't I not recommend this hotel, I do think they should be fined and the front desk staff and GM replaced and trained to take care of their guests. We stay at fine hotels and never experienced anything like this before. We sure hope we never have to again. Shame on the Condesa df and it's horrible front desk.