Dear Sasha, Thank you for your wonderful feedback of your stay with us at Mondrian Mexico City Condesa! We are delighted to hear that you had such a memorable three-night stay! It is wonderful to know that you enjoyed the comfort of your room, our vibrant location, and especially our breakfast experience. Your kind recognition of our team's hospitality means so much to us, as creating exceptional moments for our guests is at the heart of everything we do. Thank you for your recommendation! We look forward to welcoming you back for another unforgettable Mondrian experience. Sincerely, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Sheneka, Thank you for your wonderful feedback of your stay with us at Mondrian Mexico City Condesa! We are delighted to hear that Gustavo made such a positive impression with his kindness and helpfulness! We are truly proud to have him on our team and will be happy to share your kind words with him. We look forward to welcoming you back for another memorable Mondrian experience! Sincerely, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Ms. H., Thank you for taking the time to share your feedback regarding your recent stay at Mondrian Mexico City Condesa. I sincerely apologize that your experience fell short of your expectations. It is disappointing to learn about the challenges you encountered with your room, particularly the unpleasant odors, bathtub leakage, and inconsistent hot water. These are certainly not the standards of comfort and quality we strive to provide. I am equally concerned about your arrival experience and the lack of flexibility and attentiveness you felt from our Front Desk team. Every guest deserves to feel genuinely welcomed, valued, and cared for, regardless of their membership status. I also appreciate you sharing your perspective on our hallway lighting, particularly as a solo female traveler. Your sense of comfort and security is extremely important to us, and your comments deserve careful consideration. While I'm glad our restaurant team made a positive impression through their kindness, I regret that the breakfast service did not meet your expectations. Please know that I take your feedback seriously and will be addressing these concerns with our respective teams to identify the necessary improvements. I understand your disappointment, especially when the overall experience did not reflect the value you expected. I truly hope you will consider giving us another opportunity to restore your confidence in our hospitality and provide the exceptional experience you deserve. Sincerely, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Jiachen, Thank you for taking the time to share your feedback regarding your recent stay at Mondrian Mexico City Condesa. I sincerely apologize that certain aspects of your experience did not meet your expectations, particularly the limited breakfast variety and the shower issues you encountered in your room. I completely understand how frustrating it must have been to wait several minutes for hot water while dealing with an uncomfortable shower setup. Please rest assured that I will personally follow up with our Engineering team regarding the hot water and showerhead concerns in room 738, as well as with our Food & Beverage team to review opportunities to enhance our breakfast offerings. Your feedback is truly valuable, as it helps us identify areas where we need to improve and deliver the level of comfort and hospitality our guests deserve. We appreciate the opportunity to learn from your experience and hope to welcome you back for a much more enjoyable and seamless stay. Sincerely, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Mr. K., Thank you for taking the time to share your feedback regarding your recent stay at Mondrian Mexico City Condesa. I sincerely apologize that your experience with our Front Desk team did not reflect the attentive and personalized service we strive to provide, especially as an American Express Platinum guest. While room upgrades are subject to availability, I completely understand your frustration with having to follow up each morning rather than having our team proactively assist you. Similarly, your late check-out request should have been handled with greater clarity, care, and professionalism, without making you feel that your benefits were being negotiated. Your feedback highlights an important opportunity for us to improve how we communicate and deliver our guests' benefits. I will personally address your comments with our Front Office leadership team to reinforce the importance of proactive service and thoughtful follow-through. We truly value your trust and hope to have another opportunity to welcome you back and provide the seamless, personalized Mondrian experience you deserve. Sincerely, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Mr. G., I had the opportunity to read your comments regarding the situation with your passports during your recent stay, and first and foremost, I would like to extend my sincerest apologies for the concern and uncertainty this caused you. I fully understand the importance of these documents and, more importantly, the peace of mind our guests should feel when entrusting us with something so valuable. Beyond the incident itself, what concerns me most is the lack of follow-up and sense of urgency you described from our team. This is certainly not the experience or level of care we strive to provide at Mondrian. I sincerely appreciate you taking the time to share your experience, as it allows us to identify important opportunities to strengthen our procedures and reinforce accountability within our team. Please know that I remain personally at your disposal, at your convenience, to discuss what happened, listen to your concerns, and address anything else you may wish to share. I would truly welcome the opportunity to connect with you. Warm regards, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Brendan, Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Albania Caamano Hotel Manager

Dear Mr. L., Thank you for the great review of our hotel! We are glad that you enjoyed your stay and hope to see you again very soon. Sincerely, Albania Caamano Hotel Manager

Dear Jingyu, Thank you for taking the time to share your experience with us. I am delighted that you enjoyed our design, location, and, most importantly, the warmth of our team. At the same time, I sincerely apologize for the inconsistencies you experienced throughout your stay. From the confusion with your reservation and upgrade to the different information provided regarding breakfast charges, these are details that should have been handled with greater clarity and consistency. I completely understand how frustrating this must have felt. I am particularly concerned about the unpleasant odor in your bathroom. A room upgrade should enhance your experience, and I regret that we fell short of delivering the comfort and attention to detail you deserved. Your comments will be reviewed with our teams to address these opportunities. What truly means a lot is your recognition of our team members, especially Juan Carlos. I am happy to know that despite these challenges, he made you feel heard and cared for. I will personally share your kind words with him. Thank you again for your honesty and for giving us the opportunity to learn and improve. We hope to welcome you back and provide a more seamless and memorable Mondrian experience. Sincerily, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Ann, Thank you for taking the time to share your experience with us. While I am happy to hear that our Concierge team made a positive impression with their genuine care and helpfulness, I am truly sorry that other aspects of your stay did not meet your expectations. Your comments regarding the room assignment, mattress comfort, drinking water, and breakfast experience are concerning. I particularly understand your disappointment with the room location and upgrade expectations, especially having planned your visit so far in advance. These details matter, and we should have done a better job ensuring your comfort throughout your stay. Breakfast should be an enjoyable start to the day, not a moment of frustration, and your feedback gives us valuable opportunities to improve both our offerings and service flow. At Mondrian, we believe great hospitality is found in the details, and unfortunately, we missed several opportunities to make your experience truly special. I appreciate your honesty and will be sharing your comments with our teams for review and follow-up. We would love the opportunity to welcome you back and deliver the thoughtful, comfortable, and memorable experience you deserve. Sincerily, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Mr. E., Thank you for taking the time to share your experience with us. While I am pleased to hear that Edgar made you feel genuinely welcomed upon arrival, I am truly sorry that the remainder of your stay did not reflect that same level of care and hospitality. What concerns me most is not only the noise you experienced, but the lack of follow-up after you brought it to our attention more than once. You should never have to repeatedly ask for assistance or wonder whether your concerns are being addressed. Genuine hospitality means listening, taking ownership, and following through, and we clearly missed that opportunity. I am equally concerned about your comments regarding the bathroom condition, as cleanliness and proper maintenance are fundamental expectations that should never be compromised. Your additional observations about breakfast comfort and elevator access are also appreciated and will be reviewed with our teams. I especially appreciate that you were not seeking compensation, but simply the care and attention every guest deserves. That is exactly what we should have delivered. Thank you for recognizing Edgar's warm welcome. I will be happy to share your kind words with him, while also ensuring that your concerns are addressed with our leadership team. I sincerely regret that we fell short and hope you will give us another opportunity to restore your confidence in Mondrian. Sincerily, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Mr. W., Thank you for sharing your experience with us! I am delighted to know that you enjoyed our location, breakfast, and, most importantly, the genuine hospitality of our team. It is especially rewarding to hear that our Housekeeping team made such a positive impression. At the same time, I am sorry that certain aspects of your room affected your comfort. I understand how disappointing it must have been to have a refrigerator that was not functioning properly, along with the nighttime noise that interrupted your rest. A comfortable night's sleep is an essential part of any stay, and we should have done better. Your comments regarding the room layout and maintenance will also be shared with our teams for review. We truly appreciate your recognition of our people, as they are the heart of everything we do at Mondrian. Thank you again for staying with us. We hope to welcome you back and deliver an even more comfortable and memorable experience next time. Sincerily, Albania Caamano Hotel Manager Mondrian Mexico City Condesa

Dear Mr. R., Thank you for sharing your experience with us. I am truly sorry that your first evening was disrupted by the shower leak and the inconvenience of having to change rooms, especially so late at night. I completely understand how frustrating it must have been to repack your belongings, only to move into a room that did not match your preferred layout. This is certainly not the seamless and comfortable experience we want our guests to have at Mondrian. Your feedback is important to us, and we will be reviewing what happened with our team to ensure we handle situations like this with greater care and efficiency. We sincerely appreciate your understanding and hope to have another opportunity to welcome you back and deliver the experience you deserved from the very beginning. Sincerily, Albania Caamano Hotel Manager

Dear Milay, Thank you for sharing your experience with us! We are delighted that you enjoyed our location, the food, and especially the rooftop atmosphere and cocktails. It is wonderful to know that our dining experiences added to your time in Mexico City. We also appreciate your feedback regarding the restaurant pricing, as we continuously look for ways to ensure our offerings deliver great quality and value. We hope to welcome you back soon for more memorable moments, delicious food, and great cocktails at Mondrian! Sincerily, Albania Caamano Hotel Manager