HS HOTSSON Long Stay CDMX Condesa Sur

The location is good, but check-in was frustrating. It was 4:30 pm, an hour and a half after the 3 pm check-in time, and they still hadn't assigned us a room. The women at the front desk were very friendly. When I asked for my room for the fifth time, though, a young man was there and was impolite.

In room 317, the gym next door played very loud music from 4:50 am until 11:30 pm. It was really frustrating, and I'd give the hotel fewer stars because of it. The outdoor area also needs a cigarette bin, since we had to drop our cigarette butts on the ground, which isn't right. The staff were nice. Marina, the cleaner on the third floor, was very helpful, and Arturo at the front concierge was excellent.

I lost about USD 400 in cash from my hotel room, so I don't consider this a safe place to stay. I reported it to the police, but they didn't seem to care. I asked the managers to investigate, and Waldo promised an answer. They checked the cameras, which showed that only their housekeeping staff had entered my room, but they refused to accept that and blamed me for not looking after my money. After a long, difficult process, the manager agreed to compensate me with three hotel nights, worth far less than what I lost. The absurd part is that after I checked out as scheduled, without using the compensation stay, the manager disappeared and never followed through on the promise. Don't believe what they tell you.

The staff were mostly kind and helpful, and housekeeping regularly asked whether we needed anything. The maintenance workers were polite, too, even though they couldn't fix the air conditioning. But our five-night stay was disappointing because of the booking mistake, the heat, and the way management handled things. We arrived after midnight following a flight delay and, despite booking a twin room, were given one bed. The desk clerk said the hotel was full and offered only a cot, with no apology or compensation. For two paying adults, that wasn't acceptable. We were exhausted and agreed to stay one night, then asked to move the next day. I had to ask whether they could correct the error as soon as possible, since nobody tried to find out if a two-bed room would open up. The next morning, manager David arranged a twin room and offered a 20% discount, which we appreciated. That room was uncomfortably hot, though. We reported it every day, sometimes twice a day, and maintenance came each time, but the temperature never improved and sleeping was difficult. A few days later we finally saw David again to ask about the discount. He changed it to 10% and said it was only for the restaurant, not our stay. That felt unfair, especially since we'd already eaten there twice. They later offered either a free meal or a room change on our last night, but it was too late to help. In my view, compensation shouldn't require spending money at the restaurant. David had said he'd see what he could do, but didn't speak to us again and even disappeared when we checked out.