My stay at AC Hotel Guadalajara was very disappointing. I am a Marriott Platinum Elite member and I am very loyal and familiar to the Marriott brands, including AC Hotels, and was very disturbed to find that my status was not really appreciated and recognized at this property. I booked five nights with points. First of all, I wrote to the hotel through the chat feature of the Marriott app one day prior to my arrival without receiving a response, I asked if I can get an upgrade to a suite if there is availability. Upon check-in I mentioned to the general manager about writing by chat and he claimed that they never get my message (a negative response is then sent the following day!). Nevertheless, he mentioned that they do not have suites available for that night, but he will let me know the following day or two if there will be availability. I got assigned the same room type I booked, which was a very small queen bedroom. The room was not in a good condition in terms of stains and dusty spots forgotten during the cleaning process, which is a bit concerning during the COVID-19 situation. During the check-in, I also asked the general manager if I get breakfast included (a status benefit I get at many Marriott brands), and he confirmed that I have the breakfast included. I checked the following day Marriott website to see my status benefits at AC Hotels and I found that I do not get free breakfast as a status benefit at AC properties, but I can either get 500 Bonvoy points or $10 food and beverage credit per day. The Marriott website specifies that if the hotel does not give me the choice between the two benefits, I am entitled to $50 compensation. I then talked to the front desk again to confirm whether I really have free breakfast or not, and the agent there told me that I do not get a free breakfast (I have already used their breakfast for that day) because I booked on points and that they are currently giving free breakfast with their paid reservations and he suggested that this might have been the source of the confusion. I mentioned to him about the $10 credit or 500 points, and he said he is not sure I can use this credit towards breakfast (which costs a bit more than $10) but he will ask the general manager to confirm. I also asked him about the entitlement for $50 compensation. Few hours later the general manager (who check me in the day before) called me and he was not impressed by my discussion with the front desk agent. In fact, he was a bit angry that I asked for compensation and he thought I am throwing this idea at them out of nowhere. He told me that they have been trying to make me happy and that he is making his best to move me to a suite but I am kind of creating problems, which was a bit rude. I explained to him that I appreciate his efforts to move me to a suite upon availability, but my discussion was about wrong information he gave me. He denied telling me that the breakfast is included with my reservation (I am sure he told me it is included) but he said I can use the $10 towards breakfast and pay the difference and that he will change the benefit preference from points to food and beverage credit of $10 per day. I told him that the Marriott policy states that I should be compensated with $50 because I was not offered the choice for the status welcome gift (he admitted that he did not offer me the choice at the time of check-in). He said he will check that part of the policy and get back to me. The following day, the front desk agent Monica called me to offer me to move to a `junior suite` which is basically just a bigger room. She said suites are available, however, she reviewed the Marriott upgrade policy and I should have paid more to get a suite not through complimentary upgrading, which is contrary to my knowledge and experience, as I did get complimentary upgrades to real suites at various Marriott properties when there is availability. However, Monica was really talking nicely to me and with more respect than the general manager did. She said that she is willing to offer me a free breakfast (slightly more than $10 per day) as well as the 500 points (implying indirectly that this is instead the $50 compensation). Since she was talking nicely to me and seemed to be trying to help me genuinely, I accepted that, although I think that they should have offered me the compensation the least. I also think that it was not nice of them to take back their real suite upgrade attempt. However, the second larger room called `junior suite` was substantially better than the first one and I had better time in it during the last three nights. In general, the service was not very attentive and lower than my expectation, but I do not want to criticize heavily in that regard because we all know that our current pandemic situation has affected us all in different ways and it is understandable to have suboptimal experiences at different places. Moreover, when I checked out, agent with name Fernando refused to give me my invoice or folio because he said I am paying with points, so technically Marriott is paying according to him, and they receive the invoice not me! And telling so in a very rude way. Overall, I felt like the hotel management was not very serious about appreciating their most loyal customers and I had to dig deep myself to know my status benefits and fight for them.…
Not in the city center, but walking distance from it. Great breakfast, high quality restaurant. Rooms are big and not noisy at all. Amazing service, easy parking space and if you find an offer rate, not expensive for the quality.
Hopefully last time I stay. Small room with poor amenities. Upgraded last time so felt better. No restaurant or food on a Sunday. Gym full of static electricity when on machines. Checked out a day early
I stayed here for 1 week and hotel is old and rotten. I experienced a huge leak in the bathroom where water was pouring down when the room upstairs showers. Solution was to offer me a suit ONLY TO TAKE A SHOWER because maintenance will come at 12.00 0'clock. Of course I didnt accepted.
Had been upgraded to a suite that was very large with great living area and large well appointed bathroom. Bed was very comfortable and large. Good wifi free Lighting in room was poor but well stocked mini fridge with coffee machine, kettle, iron and in room safe (not big enough for laptops) Breakfast buffet was okay. Bar area was pathetic as was the restaurant food and choices. Service was rubbish. Restaurant and bar open at 8, surely could be earlier Gym was tiny. Reception was friendly and helpful