City Express by Marriott Oaxaca

This was a very bad experience. Hotel is located some 15 min walk from the center. The rooms are basic and had broken sink and stained walls. Breakfast was very limited and below average quality. The hotel gets a daily drop of massive amounts of tourists and airline staff and is very loud. I had a particular issue with the manager Viriana. On second day they locked me out of the room when I went out for breakfast and claimed that the (reputable) online agent through which I booked did not pay for the booking, that is one day after they checked me in and everything was fine. The staff wanted me to pay again for the booking and to scam the money out of me. They were showing a cancellation email from a different booking and even though I showed them that the booking I have confirmed is different to what they were showing me they did not want to listen. After about 15 min of arguing I refused to pay and demanded to go into my room leaving my luggage as guarantee. Miraculously after 5 min the junior receptionist came to my room saying that the agent had paid and no further apologies or explanations were given. This caused me so much stress. When I went back to the reception and asked to speak to the manager to complain regarding this treatment, Viriana at the reception laughed in my face saying she was the manager and that complaint will be useless. I then requested from a different staff member to speak to a more senior manager and they took my details and said that they would call me back but they never did. The service and staff are very disappointing and this is not acceptable for a Marriott hotel. I will be escalating this further.