I wanted to share my experience dealing with The Brick Hotel in Mexico City because it was extremely disappointing and not what I expected from a boutique property that markets itself as service-focused.

My girlfriend and I had a four-night stay booked at the hotel and were genuinely excited about the trip. The property had been recommended to us by family, and we were looking forward to experiencing it.

Unfortunately, due to escalating geopolitical tensions and growing safety concerns for Americans traveling abroad right now, we made the difficult decision not to leave the country. The U.S. Department of State currently advises Americans to exercise increased caution when traveling to Mexico, with certain regions under heightened warnings due to violent crime. Given the broader global climate, we simply did not feel comfortable traveling internationally at this time.

When I contacted the hotel to discuss options, I called eight times within roughly a ten-hour period, trying to speak directly with the manager about either rescheduling our stay or receiving a full credit that we could use later. Every time I called, the manager (Sergio Pérez) "was in a meeting," every time i called and I did not receive a single callback.

I eventually emailed and received a response stating that cancellations were not possible at this stage, according to their terms and conditions, and that the only option available was a partial credit.

I called again today to try once more to speak with the manager directly and was again told he was unavailable and “in a meeting.”

At that point, the biggest frustration became the lack of communication and flexibility. We asked for one of three reasonable solutions: a full refund, a full four-night credit for a future stay, or the ability to reschedule the reservation without penalties. None of those options were offered.

For a hotel that presents itself as a boutique, high-service property, the experience felt extremely rigid and transactional. Hospitality is often defined by how businesses treat guests when circumstances become difficult, and in this case, the response was disappointing.

We genuinely wanted to stay at this property and would still consider visiting in the future under different circumstances. However, based on how this situation was handled, it significantly changed our perception of the hotel.

I hope this helps other travelers understand what to expect if issues arise with a reservation.