The Gallery

I stayed at The Gallery Condesa for 5 days/4 nights with my sister. A few hours after we first arrived, we wanted to put our things in the hotel safe in our room (Room 5), but the safe was locked. We asked the person in the front office for the key to unlock it. We reset the safe, locked it with our own numeric combo, and returned the key to the front desk after 15 minutes. It was perhaps foolish of us to use the safe after this, not to sound accusatory, but it didn’t occur to us that this person was now aware that we wanted to lock our valuables up. During our entire stay, we left most of our cash in the safe. We had the Do Not Disturb sign on the door at all times, but there is always someone at the front desk so they are aware of who comes and goes and whether you’re in your room. After we left The Gallery, we counted our money and realized that we were missing $300USD. We know that we didn’t put the money elsewhere. Note, the particular safe in our room could be easily unlocked with the key; to re-lock it, you only had to shut the door and turn the knob (it doesn’t need you to reenter the combo to lock it). The Gallery said they checked their surveillance footage (we were told that cameras are located in the front office and in the stairwells) and didn’t find anything suspicious, so we’re out $300. Aside from this incident, the hotel was very cute and in a safe, walkable area. I would otherwise rate it a 4. The room was on the very top floor so it got quite hot since there was no air conditioning. I don’t blame the rest of the staff for the actions of one opportunistic person. The person who checked us in, and with whom we have been in contact about this incident, was a kind and friendly woman named Leslie, who did her best to help us out.

My sister and I stayed at this hotel in Condesa from March 30, 2022 through April 4, 2022. Upon first arrival, we were greeted by a lovely young lady name Leslie. We were in room 5 on the 5th floor. That same evening at approximately 9:30pm-10pm, we noticed the room safe was locked (by the previous guest) and we were not able to open it to utilize it. We requested assistance from the gentleman at the front desk (who didn’t speak English). He gave us the master key to unlock and reset the safe. We returned the master key within 15 minutes. We kept our emergency money ($508 USD in various denominations) and our passports in the safe the entire time and we placed the “Do Not Disturb” placard on our door during the entire stay. After we left the hotel on April 4, 2022, we noticed we only had $208 USD left (out of $508) of our emergency money. We contacted Leslie to inform her of the situation and she said would escalate this to her management . Within next two days, she informed us that her management looked over the surveillance cameras during our entire stay there and did not notice anything unusual or suspicious. Therefore, they were not able to assist us in the matter any further. Please bear in mind that we were extremely meticulous about counting our money before placing it in the safe and we ensured the safe was locked. It saddens me to give a negative review to such a cute and quaint hotel. Normally, I would give it a 4.5 star due to its location (Condesa), the value of the place for this location, and the overall friendliness of the staff. The reason I’d give it 4.5 instead of 5 stars is because the top floor gets very hot and air conditioning would have been beneficial. Unfortunately, this incident tarnished our experience with the hotel, so we would NOT recommend staying here. If you do choose to stay here, I’d recommend NOT to place any valuables in their room safe.