Mondrian Mexico City Condesa 5 stars

Dear Mr. P., Thank you for sharing your experience and we are delighted to know that you had a wonderful three-night stay at Mondrian Mexico City Condesa. We also appreciate your comments regarding the room upgrade associated with The Hotel Collection. While upgrades are indeed subject to availability, we completely understand your perspective and recognize that clearer communication around the benefit would have made the experience feel more thoughtful. Your feedback is valuable and gives us an opportunity to review how we communicate these benefits with our guests. We hope the rest of your stay left you with wonderful memories of Mexico City, and we look forward to welcoming you back for an even more memorable Mondrian experience. Sincerily, Albania Caamaño Director of Operations

Dear L., Thank you for taking the time to share such detailed feedback. I am truly sorry that your stay did not deliver the experience you had anticipated, particularly as this was such a special trip to celebrate your daughter’s 16th birthday. I sincerely apologize for the lack of clarity and follow-through regarding the benefits associated with your Chase Edit reservation. Regardless of availability for certain benefits, the inclusions should have been clearly communicated and any commitment made by our team should have been fulfilled. I am also very sorry for the situations you encountered during your stay and for the impact they had on your family’s experience. While the restaurant and entertainment area you referenced are independently operated and are not part of Mondrian Mexico City Condesa, we completely understand that these incidents affected your overall stay and appreciate you bringing them to our attention. Most importantly, a birthday celebration should leave your family with wonderful memories of Mexico City, and I regret that this was not the case. Your comments regarding the areas within our responsibility have been shared with our leadership team for appropriate follow-up. I hope we have the opportunity to regain your trust and welcome you back for the experience you originally envisioned. Please feel free to contact me directly should your travels bring you back to Mexico City; I would be pleased to personally assist with your stay. Sincerily, Albania Caamaño Director of Operations

Dear Mr. S., Thank you for choosing Mondrian Mexico City Condesa for your first visit to our incredible city! We are delighted to know that you and your wife had such a memorable stay and especially enjoyed the spaciousness of your room and the culinary experiences within our home. It was a pleasure to be part of your first Mexico City adventure, and we hope it will be the first of many. We look forward to welcoming you both back to Mondrian very soon! Sincerily, Albania Caamaño Director of Operations

Dear Mr. A., Thank you for taking the time to share your experience of your stay with us. I am truly sorry that your arrival and initial room experience did not reflect the standards we strive to deliver at Mondrian. You should have been clearly informed about the room assigned at check-in, and finding the room without bath towels only added to an already disappointing first impression. While I am pleased that our team was able to relocate you and that you enjoyed your new room, we recognize that the experience should have been seamless from the very beginning. Your feedback has been shared with our team as an opportunity to improve both our communication and attention to detail. We sincerely hope to welcome you back for a stay that feels distinctly Mondrian from the moment you arrive. Sincerily, Albania Caamaño Director of Operations

Dear Lance, Thank you for sharing your experience with us. I am truly sorry that your first evening at Mondrian did not reflect the warm, intuitive service we strive to provide. Experiencing an issue with your shower was already an inconvenience, and the way the room move was handled only added unnecessary frustration, particularly knowing you had an early morning ahead. I am also disappointed to hear that your interaction with our Front Desk felt anything less than welcoming and that the alternative room did not meet your expectations. Your feedback has been shared with our team so we can address both the service and communication opportunities you highlighted. I sincerely hope we have the opportunity to welcome you back and create a much better Mondrian experience. For your next visit, please feel free to contact me directly. I would be delighted to personally assist with your stay and ensure you are well taken care of from the moment you arrive. Sincerily, Albania Caamaño Director of Operations al…