City Centro by Marriott Ciudad De México

I am deeply disappointed to be writing this review but I really feel that our concern has not received adequate consideration. My husband and I booked a three night stay (from 16 March- 19 March 2023) earlier this year with your hotel at City Centro Ciudad de Mexico. We thoroughly enjoyed our stay and the service was excellent! Because we had such a fantastic stay, we decided to book another three night stay with your hotel from 22 Nov- 25 Nov 2023. The only reason I have provided a poor review is because of what had transpired upon our departure. We had booked a king room and upon arrival I had noticed that the bed was not a king bed but a double/queen. The point is that we booked a king bedroom and we did not get the king bedroom we had booked. We did not immediately report this to reception/front desk as my husband and I thought that the hotel did not have any king rooms. We saw that most rooms were either double/Queen and we thought that we’d let reception know upon our departure as a form of constructive criticism. When we let reception know that our room was not a king room upon our departure, her response to us was less than satisfactory. She literally shrugged her shoulders and threw her hands up in the air saying that there wasn’t anything she could do because we did not inform them of this when we arrived. I will even point out that she did not make any effort whatsoever to confirm with us or with her records that the room we had booked was indeed a king room. She did not make any attempt or effort to try and make this right. I find this response utterly unacceptable and quite frankly disgusting! As a paying guest, it should not matter when I am alerting you to the situation what matters is how you attempt to resolve the issue when being alerted and no attempt to resolve the situation adequately was made. The difference in price between a king room and a queen/double room is approximately $2373.03 Mex Pesos. I’m sure you’d agree that $2373.03 Mex Pesos is not a small sum. I would like to point out further, that if the situation were reversed, where we booked a double/queen room and got a king room, your hotel would not hesitate to charge us the difference in price but now we have a situation where we were charged more for what did not receive and your hotel remains apathetic to our situation. We are not asking to be enriched by this experience, we are merely asking to be charged for what we got. I sincerely hope that this experience receives due consideration and if we do not receive an acceptable response, I will pursue this through legal channels and/or consumer fora because this is about the principle. This experience has left a sour taste in our mouths and has definitely tainted our view of this hotel and the Marriott Bonvoy brand in its entirety.

Great location if you want to be in the center of the historic district. Tiny room and entire hotel oddly dark. Great terrace up top