Andaz Mexico City Condesa

We stayed at Andaz Mexico City to celebrate my 40th birthday and while our stay initially got off to a rocky start, the repair from Alan's team went above and beyond and we left feeling celebrated and relaxed from a memorable stay. The facilities are beautiful-great gym, good views, restaurants have great cocktails and food. We loved the breakfast at Portico and honestly thought the food quality rivaled neighboring breakfast restaurants! We were also pleasantly surprised at how quiet the rooms were (despite the hotel being completely full for two weddings). Location was great, and hotel and rooms were very clean-also highly recommend the spa! 10/10 recommend staying here!

I am cutting and pasting an email that I sent last week to Hyatt Andaz Mexico City below. Hyatt have yet to reply. However, I want to stress that the rest of our stay was very comfortable, with great food and surroundings. Unfortunate that we experienced this issue. Having returned from our holiday in Mexico yesterday, I wanted to share with Hyatt Hotels, a low point in customer service from some of the of the front of house staff at Andaz Mexico City by Hyatt. My wife and I stayed at the hotel for 3 nights, checking in on March 29th and checked out on April 1st. When we travel, we always use British Airways Holidays and have been very pleased with their booking system. We pay them directly for our flights, plus our hotel accommodation and as a minimum our breakfast. BA Holidays then issues us with an email attaching a voucher, which confirms our hotel reservation and that the costs have been paid. We then show the voucher to the respective hotels, wherever we are staying. We have adopted this process all over the world and NEVER had any problems when checking out on the day of our departure. Quite simply we present our voucher and the accommodation costs are deducted from the final bill leaving us to pay any extras. For Andaz Mexico City this process was a problem. I tried on 3 occasions to pay the extras explaining about our voucher, but they insisted that the full bill was payable before our departure in the morning, because they had no record of any pre-payment. It was also checked with back office supervisor and he or she agreed with them. Following this decision, my wife and I were told we needed to pay the bill in full before check out that morning and claim it back from British Airways on our return home. Needless to say this was not what we were expecting and due to the time difference, we were unable to contact a member of BA Holidays. On the morning of April 1st we were catching an internal flight to Puerto Vallarta, so with our taxi waiting for us, and stress levels building, we hurried downstairs to finalise the full bill including accommodation, breakfast and any extras. We then met a different member of your front of house team and were told that the voucher had been located and all we were only liable for the extra items!! It’s clear to us that the members of staff who were so insistent, to the point of being rude, did not investigate thoroughly enough on our behalf, and caused my wife and I unnecessary stress at the end of our stay. We have not encountered any problems with any other BA bookings in the past. I look forward to hearing from you.

It was a very nice hotel...spa, multiple restaurants, beautiful rooftop bar. The highs: loved the complimentary snacks, water and sodas in your room. The food was excellent! Service and staff were all very friendly and helpful. Housekeeping did a great job. The "check-in" beers at registration were a nice welcome and surprise. Location was amazing...we could walk everywhere. The lows: For $400+/night we were expecting a bigger room. This room didn't even have enough space for a chair. We had a bathroom and a king-sized bed. We were also there to celebrate my birthday. They didn't do anything to recognize my birthday or offer to do anything special. I've stayed at multiple Hilton or Marriott properties where they either gave you an upgrade or sent a bottle of sparkling wine with a card/note when I was there to celebrate a birthday or anniversary. This is the 2nd Hyatt hotel property I've stayed at where they did absolutely nothing to acknowledge my birthday (why we were there). I won't be staying at any Hyatt hotels in the future to celebrate special occasions. So in conclusion...just know that you'll get a teeny tiny room where you basically squeeze by the bed to go to the bathroom for more than $400/night. As nice as the hotel in general was, I won't be staying there again when I return to Mexico City. Too many other better options that are just as nice, but with bigger rooms and less expensive.

Great location, comfortable hotel, friendly staff, very clean. Rooms were a good size, they helped us set up a taxi to the airport. Staff is very friendly. We had drinks at the Mondrian bar attached. Great bartenders have great recommendations. Loved the coffee shop! Fresh flowers& I had a morning latte there everyday!

The hotel was very very clean, the staff were phenomenal and it was in a fantastic location. Pool was a little small with no outdoor lounge chairs, but still so enjoyable with beautiful rooftop views of the city.