Casa Castillo Condesa

I had informed the hotel prior to my arrival that I would be arriving at 5/6am in the morning. The response from the hotel was that I can check in at any hour since I had booked the room for the night. Unfortunately, my plane was delayed and I arrived at 7+ in the morning. Upon arrival, there was no receptionist. I was informed by the security guard that I had to wait for the receptionist to arrive at 9am. I used Goigle translate to inform the guard that I have a reservation and i just needed to rest in my room and we can do the check in later. He then informs me that there are no rooms available. I explain that I had a booking for the night and that the room should be available. He proceeded to say that the room is being cleaned and that I had to wait for the receptionist to arrive before I can get to my room. I insisted that there must be a room available as I had a booking for the night. As I don't speak Spanish, I asked a Spanish friend to speak to the guard, explaining the situation. He then takes me up to a room (making me climb 3 flights of stairs) before showing me that he doesn't know the passcode to the room 12. I am frustrated but I return to the lobby to wait for the receptionist. For some reason unbeknownst to me, the guard then goes up to room 9 and chases the occupants out of room 9 to room 12, which he had taken me to (to which he didn't know the passcode. He then shows me to room 9 which is now an uncleaned room stayed by the previous guests. I was told to wait for the receptionist so I continue to rest on the sofa with my eyes closed. Seeing that it was 9:45am, I approached the security guard again to ask when the receptionist will arrive and he pointed to the receptionist beside him. At this point, I got very upset as the receptionist could clearly see me but she didn't even approach me to address the situation. I demanded to know what was going on but the receptionist ignored me. I got my friend to speak to her only to find out that the security guard had given my room to some other guests without verifying their identity against records. The receptionist didnt want to manage the conversation with my friend and tried to end it by returning my phone to me and only after I told her to pick it up again does she acknowledge my friend. She agreed to have the manager call my friend up but has not done so at all as I demanded a refund for one of the two nights that I had paid for as I was not given access to my room. The overall experience has been very poor and I will not be recommending the hotel to anyone.

Ideal location and friendly reception. They welcomed me after 1am on a weekday. The main issue was that my room was behind the reception desk. Being a 24h reception, I could hear the staff watching videos on their phones, the front door opening and closing and conversations with reception all night. The walls were so thin that conversations on the street sounded like they were in my room. The staff did provide earplugs but it wasn't enough for me. The bathroom had a strange stale smell to it and was full of flies. But the bathroom was very clean. Otherwise, the price was fair for this clean, well-sized room. The location is fantastic, walkibg distance to a lot of key tourist sites. Just don't take the room behind reception if you can avoid it. Only ideal for a couple of nights max.

Amazing place, super clean and new. Always someone at the front door to greet you. Nespresso coffee, fridge and microwave were useful, as were the ceiling fan and standing fan. Relaxed on the private patio right off my room daily. Upstairs deck looked great too. Great location for ecobici, and walking to museums, galleries and lots of parks. I will be staying there again. Staff were kind and helpful too.