AC Hotel Santa Fe — Hotel in Mexico City

Dear Management,

I hope this message finds you well. I am writing to express my profound disappointment and frustration regarding my recent twelve-night stay at the AC Marriott Santa Fe. Unfortunately, my experience was marred by a series of recurring issues that have persisted despite previous attempts to address them.

Firstly, I encountered a lack of water throughout my stay. This recurring issue has become increasingly frustrating (as I documented in an email in June of 2023), particularly on the higher floors where it seems to be more prevalent. After several days of complaining, I have been offered various explanations ranging from scheduled maintenance to neighborhood-wide issues, but these excuses do not align with my experiences at other Marriott and Hilton properties in Santa Fe. It is disheartening to witness this fundamental amenity consistently unavailable, especially when it affects multiple stays over several months.

Moreover, the condition of the rooms provided to me only compounded my dissatisfaction. Upon arrival, I discovered that my original room lacked basic toiletries such as soap, and upon relocation, the replacement room was in an unacceptable state with overturned trash cans and a complete absence of essential amenities like towels and shampoo. Additionally, the absence of a TV remote and the pervasive odor of sewage in the hallway further detracted from the overall experience.

Furthermore, my dining experiences at the hotel's restaurant were consistently disappointing. Despite the promise of a hot buffet, the food was invariably served cold due to malfunctioning warming devices. The staff's demeanor was consistently rude and unprofessional, leading to prolonged delays in service and frequent errors in my orders. It is disconcerting that basic requests such as syrup for hotcakes require extensive pleading, and the ongoing confusion regarding my inclusive breakfast only adds to the frustration.

Guest safety is not a priority at this hotel. Upon check-in, you are issued a key enclosed in a sticker indicating your room number. If you misplace the key, anyone who finds it will easily know which room it belongs to.

In light of these persistent issues, I demand compensation and urge you to take immediate action to address the underlying issues affecting the quality of service at AC Marriott Santa Fe. As a loyal Marriott guest, I have come to expect a certain standard of excellence that, unfortunately, has not been met during my recent stays. I trust that you will prioritize resolving these concerns to ensure a more positive experience for guests...

Dear Management,||I hope this message finds you well. I am writing to express my profound disappointment and frustration regarding my recent twelve-night stay at the AC Marriott Santa Fe. Unfortunately, my experience was marred by a series of recurring issues that have persisted despite previous attempts to address them.||Firstly, I encountered a lack of water throughout my stay. This recurring issue has become increasingly frustrating (as I documented in an email in June of 2023), particularly on the higher floors where it seems to be more prevalent. After several days of complaining, I have been offered various explanations ranging from scheduled maintenance to neighborhood-wide issues, but these excuses do not align with my experiences at other Marriott and Hilton properties in Santa Fe. It is disheartening to witness this fundamental amenity consistently unavailable, especially when it affects multiple stays over several months.||Moreover, the condition of the rooms provided to me only compounded my dissatisfaction. Upon arrival, I discovered that my original room lacked basic toiletries such as soap, and upon relocation, the replacement room was in an unacceptable state with overturned trash cans and a complete absence of essential amenities like towels and shampoo. Additionally, the absence of a TV remote and the pervasive odor of sewage in the hallway further detracted from the overall experience.||Furthermore, my dining experiences at the hotel's restaurant were consistently disappointing. Despite the promise of a hot buffet, the food was invariably served cold due to malfunctioning warming devices. The staff's demeanor was consistently rude and unprofessional, leading to prolonged delays in service and frequent errors in my orders. It is disconcerting that basic requests such as syrup for hotcakes require extensive pleading, and the ongoing confusion regarding my inclusive breakfast only adds to the frustration.||In light of these persistent issues, I demand compensation and urge you to take immediate action to address the underlying issues affecting the quality of service at AC Marriott Santa Fe. As a loyal Marriott guest, I have come to expect a certain standard of excellence that, unfortunately, has not been met during my recent stays. I trust that you will prioritize resolving these concerns to ensure a more positive experience for guests...

You can tell there is something about the way the property is managed when several things go wrong. ||||Let me start by the good: Maybel Gonzalez tried everything within her power to avoid a total disappointment; nevertheless, travelers should be aware of the experience and hopefully upper management will take notice.||||Now the things that need attention:||||-Sent a message via the BonVoy app, it went unanswered until I requested a reply the following day.||||-Upon checking I noticed the floor in my assigned room had not been swept for a long time. They sent a very polite housekeeper who cleaned it and apologized profusely stating that was unacceptable.||||-Handheld shower could not be turned on, they fixed it. Also overhead shower sprayed water all over, this is a sign of not cleaning the shower head, it was fixed. ||||-Air conditioning did not cool. They fixed it. Several reviews have the same issue reported.||||-The worst - the water pipes had air and banged all night. This was not fixed and even when the lent me a second room to sleep in, the noise was present. Had three sleepless nights. This is really a big problem. I was on the 12th floor.||||There are several choices in the Santa Fe area...I suggest looking for an...