Condesa df, Mexico City, a Member of Design Hotels

It’s such a disappointment when you stay at a reputable hotel chain and discover everything you “count on” is missing. We were visiting our daughter in the Condesa neighborhood of Mexico City for Thanksgiving. This hotel, Condesa df was one of a few hotels in the neighborhood and when I looked at TripAdvisor, it had 4* (subsequently reduced to 3.2). So, I booked; counting on the Marriott reputation for comfortable beds and cleanliness at a minimum. We had neither. The bed was a ‘rock.’ I could have been sleeping on the floor. The room was tired and worn; 1) the tub was over 40 years old and dirty, 2) the only chair was ripped, 3) the only lamp in the bedroom area (we booked a suite), had “tape” holding the electrical wiring together….a huge fire hazard, 4) there were zero drawers to store clothing/personal items, 5) the “original” windows had gaps, so bugs could enter (particularly at night with the lights on). It was shocking that this was a Marriott property. At 1 am, unable to sleep, I booked another hotel. The following day, my husband reached out to the General Manager, Susana Torres asking for a reduction in our +$500 night room rate. She responded by offering: 1) complimentary airport pickup-up, a $75 value, 2) double Bonvoy points, 3) a special rate at any of the Condesa properties in Mexico. We were very disappointed in her offer. Subsequently I emailed Marriott outlining the issues we experienced; it has been 2-weeks and I have not heard anything from Marriott. If Marriott does not at least respond to my comments it will be the last time we stay at a Marriott property (which we have stayed at all over the world). DO NOT STAY HERE.

AWFUL EXPERIENCE. 1) Room description included "patio" and "outdoor space" - the room was a box. Not one window! The" outdoor space" was a table in an interior small space by the door with a view of a wall. 2)Staff came to my room at midnight asking that I sign a bar bill. I had been at the bar with colleagues 3 hrs previously and heard my colleague give his room # for the bill. The staff person rang my doorbell twice, giving me the impression that it was urgent. Needless to say this was very upsetting. 3) This one is hard to believe but it happened to me and my friend on two consecutive mornings...called room service at 7:00 am for coffee. Waited 45 minutes and when checking in with the kitchen was told that there was "no coffee available." Thinking this couldn't be true we went to the dining area to see if there was a mistake...told "the person who makes the coffee didn't show up." 4) I asked for a refund for my first night's stay from the manager. He said "I'll get back to you." No response. Sent a follow up email and still no response (19 days & counting). Filed a complaint with Marriott Corporate.

The hotel is clean and nice! The location is good but the cost is not reasonable. I booked 4 rooms here for a family event. All of the rooms were super small and uncomfortable. The bathrooms were also so small and the sink didn’t have any space to put anything. My biggest dislike was the beds and pillows! Those were hard and not confortables at all. I wouldn’t recommend it to anyone super expensive and not worth it.