City Centro by Marriott Ciudad De México in Mexico City

I have never stayed in such a bad hotel, and it is still a 4-star hotel. When I checked in, my passport was dropped at the front desk, and they lied to us and said they didn't see it and refused to check the surveillance. We wanted to call the police, and then they stuffed the passport under the sofa and said we left it there. There are no windows in the room, and the floor is tiled, which is very slippery and easy to fall.

Check in was fairly easy. The location was a 10 minute walk to the Zocalo. Overall the area was pretty safe. We did however experience a major issue with the room cleaning service and the staff. On our second day there we left to an excursion to see the pyramids. When we came back our room had been cleaned but my wife's teeth retainers were missing. She had left them in the bathroom in a secure place. She was upset because making a copy of the retainers is not cheap. It got even worse when we tried to talk with the front office. They gave us a run around for the rest of the 4 days we spent there. Never once were we allowed to speak to a manager, they tried to make it better by offering us coffee or one meal. $400 dollars thrown away because of a careless team and we get offered coffee. They did not want to own up to their mistake and completely ignored our request to escalate the situation. We received a very vague "sorry, but the cleaning lady did not recall seeing your retainers" on our last day. Extremely disappointed in the lack of resolution for something that was their mistake. If they would've just admitted to their wrongdoings, we would've been ok, however they tried to play it off until our last day. Will not be coming back here for the lack of professionalism and inability to resolve issues they cause.