They gave us a suite on 6th floor however the door in the sitting area had been broken & the latch lock was useless there, you can see it was all broken, the lights in the bathroom mirror area in the bedroom area did not work, the room was not prepared to request done via app such as feather free for me which I have a feather allergy, the room also was across from construction which so loud it interrupted a zoom video call. That is not acceptable at all nor ok to do a suite upgrade knowing you cannot really accommodate it in a proper timeline. No manager evening coming out to apologize. Using suite upgraded, checking in through the app including adding our arrival + departure times then arriving to this its not acceptable especially with no true apologies or even an offer to just buy lunch, additional points, something. which in no way is an apology or excuse as a loyal customer should hear. When arriving the room wasn't ready for an early check-in & still wasn't ready until after 3pm which 3pm is regular hotel check-in into a different suite because the suite assigned wouldn't be ready until after 5pm. Got upgraded with my request to using suite night awards a few days before arriving in Mexico City. They say the suites have been updated however they have not.
The hotel is outdated & needs some serious renovations + maintenance overall. It's hard to believe it's apart of the Marriott portfolio. As a titanium member super upsetting & will not return to this hotel. Overall horrible experience with disrespectful do not care attitude customer service. Hilton Playa del Carmen, an All-Inclusive Adult Only Resort.The Cosmopolitan of Las Vegas, Autograph Collection.Hotels near Instituto Tecnologico de Telefonos de Mexico Sc Cuauhtemoc.Hotels near Universidad Tecmilenio Campus Ferreria.Hotels near Universidad Tecnologica de Mexico Sc Azcapotzalco.Hotels near Universidad del Distrito Federal Campus Santa Maria.Hotels near Universidad del Valle de Mexico Cuauhtemoc.Hotels near Universidad Autonoma de La Ciudad de Mexico Plantel Cuautepec.Hotels near Centro Universitario En Periodismo y Publicidad.Hotels near Universidad del Claustro de Sor Juana Ac Cuauhtemoc.Hotels near Autobuses del Norte Station.Hotels near Museo Antiguo Palacio de Iturbide.Hotels near El Museo Palacio de Valparaiso.Hotels near Palace of the Counts of San Mateo de Valparaiso and Marquises of Jaral de Berio.Hotels near Iglesia de Nuestra Senora de Guadalupe.Hotels near Catedral Metropolitana de la Ciudad de Mexico.Hotels near Manthra SPA Centro Historico.Hotels near Instituto Cultural Mexico Israel A.C.Hotels near Sheraton Maria Isabel Hotel.
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