City Express by Marriott Ciudad de México Plaza Central

Staffs are unfriendly and their English level are poor. I faced the following problem: 1. I could not get information about the hotel shuttle in the airport when I was calling the hotel. Staffs only speak Spanish. 2. I was given a key that could not open the room and had to return to reception to update the key. 3. I told the AC in the room is not working, and the staffs told me to wait inside the room and someone is coming to fix it in 5 mins. However I had been waiting for more than 10 mins inside the room without ac. Nobody showed up until I went to ask for the manager. 4. The manager checked the AC wanted to fixed the situation just by offering a fan. I requested to change the room, but the manager claimed that the hotel is fully occupied and no other room available, although lately I found out the same room type was still available from the internet. I asked for a refund and the manager finally agreed to change the room for me. I am very disappointed about how the management trying to fixed the situation, and their integrity is questionable. 5. I did wait in the lobby for like another 20 or 30 mins before receiving the room key of the new room. And again, it turned out that the key for the new room was not working and had to be update. I did wonder if the staffs were working under inadequate amount of workload and pressure. I went to the airport by the hotel shuttle the next day morning, and the driver was ready to help and very polite.

The service was great.