Andaz Mexico City Condesa

My partner and I just returned from an extraordinarily pleasant nine-day visit to Mexico City. We really enjoyed the Hyatt Andaz hotel, as well as all Mexico City has to offer. The hotel is perfectly located in Condesa, near Roma which are two of Mexico City's loveliest neighborhoods. Architecture and room very nice and great breakfast buffet. But most significant differentiator from other hotels is the staff. The team in the breakfast room, Hugo, Veronica and Augustine and all the others, are uniformly warm and provide a high level of service. And the concierge and welcome team were extremely helpful. Not only did we learn about restaurants and where to walk but more importantly we got to know them.

We truly enjoyed our stay in Mexico City at the Andaz. The location is perfect: in Condesa and next to Roma on a lovely street and near numerous cafes, restaurants and shops. The property boasts a great rooftop pool which was perfect for an afternoon's rest. The breakfast was truly gourmet. But the nicest treat was the amazing staff. The front desk people were so friendly and helpful. The concierge staff was world-class. The breakfast room staff (Hugo, Agostino, Veronica etc.) were fantastic. The young man who first welcomed us and helped us at the end of our stay with our taxi was so friendly and helpful. Highly recomnended Hotel!!!

Beautiful hotel with great customer service in a nice walkable neighborhood. Drinks at the rooftop bar were good, not so great at the “wooftop” sports bar. The pool is pretty small and doesn’t really have a lounge area around it if that’s what you’re looking for.

Beautiful hotel in a beautiful neighborhood in between Condesa and Roma Norte. Food is a block away 24-7 and Condesa is a park-like environment that makes an enjoyable walk at any time of day. The service in the hotel was impeccable.

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