City Express Junior by Marriott Cancun

The shower water was cold, though a family member staying on a different floor said it was warm after a few minutes. There was also a smell of cleaning supplies maybe? or something similar. Also a towel was a bit dirty but it wasn’t too big of a problem because it was the shower mat and not one of the bigger towels.
The breakfast food is good but not too varied but there are free drinks for the entire day I think.

Maintenance is needed

Well located, need maintenance and the breakfast... not good. I know it is a low cost hotel, but the eggs were awful. Those little details mathers. The hotel need a good cleanning in their walls and floor, and maintenance. We had to ask for soap.

Good overall

The receptionist Jacob was very helpful in navigating the area. The hotel is very clean and the staffs are helpful. Jacob really helped us, as we had to change to city express by mariott. Thanks a lot

City Express Junior by Marriott Cancun is a convenient, budget-focused option with friendly service and basic amenities. It’s well‑located, offers complimentary breakfast, and suits short or business stays. However, you might find the rooms very small, the AC noisy, and occasional maintenance or booking headaches. If you’re okay with modest accommodations and want practicality over luxury, it could work well—just be sure to double-check your reservation and set expectations accordingly.

Good ubucation

Nice hotel staff was very nice as well

El lugar estaba muy sucio y olía mal, el staff muy amable, ese hotel necesita remodelación y limpieza

good

I left my cellphone in our room when we left. I texted the hotel within half an hour and told them about it but they said my phone was not there! I know I did not pack my phone when leaving because it was with my earphones and they were also not packed. When my wife texted the hotel she also asked them to check the van so I guess someone thought I wasn't sure where I left it and took advantage. I know for certain I left my phone in our room with my earphones and I am sure there is a thief working at that hotel and it shouldn't be difficult to figure out who it is. But I guess management doesn't want to know. Management said procedure was followed to check on my phone . . . difficult to believe when I am absolutely certain my phone was left in the room.

Area is very convenient, there’s a huge shopping centre right beside the hotel and lots of places to eat. Perfect for a short stay

Terrible Customer Service & Dishonest Staff Avoid This Hotel!

I recently had an extremely disappointing experience with this hotel, and I feel compelled to warn others. I had a reservation, but before canceling, I called the hotel directly to confirm whether I would be eligible for a refund. I spoke with a staff member named Anna, who clearly assured me that I could get my money back. Based on this confirmation, I canceled my booking through Booking.com and rebooked my stay elsewhere.

After canceling, Anna suddenly backtracked, saying she was not authorized to issue refunds something she failed to mention earlier. To clarify the situation, I contacted Booking.com, who confirmed in writing that the hotel had agreed to process my refund. I was relieved until I received an email from the hotel denying the refund altogether.

When I called the hotel again to sort this out, they kept putting me on hold repeatedly, wasting my time instead of addressing the issue. Eventually, they Sayed today Monday the 10th of February that there was no manager in tne hotel because it was weekend… I reminded the lady that it was Monday not weekend , she pitted me on hold again for at least ten minuts and then she Sayed i coupd zend a complain email to the manger and she gave me this email address t escalate (cecht.front@norte19.com) this email adress was not working and in addition they were truly not professional involved and obviously not taking customers seriously.
to file a complaint with the manager…. ‘ I have stayed at many marriot hotels in Marco island, San Diego, New York and I always rank the marriot with 5 stars … but this hotel can not keep the name marriot hotels because the service is so I Mens unprofessional , uneducated and absolutly rude.

essentially passing me around instead of taking responsibility for their mistake.

This is nothing short of deception. If the hotel had informed me from the start that no refund was possible, I never would have canceled my booking. Instead, I was misled by their staff, only to have them completely change their stance afterward.

I travel frequently and stay at Marriott properties all over the world, but this experience has shattered my trust. Their unprofessionalism and dishonesty are unacceptable. If you value transparency, good service, and a hotel that stands by its word, do yourself a favor and book elsewhere.

The door to the room was broken and would not latch properly. The part on the door that engages with the latch that can be swung across to avoid unwanted entry was gone. It had been broken away. The dead bolt could not be locked a it no longer aligned. The TV did not work or at least the remote would not cause it to react. The pillows were lumpy as if they were stuffed with balled up socks. The room was so small that there was barely room to get around the bed. I have stayed in many hotels of the Marriott brand and been very happy but this one should not be associated with the brand and should not be included on the Hotels.com website. On the up side,the WIFI was excellent.

Everything is awesome. The staff are absolutely amazing! Service is wonderful and attentive.

The rooms were tiny, but the showers were hot and the breakfast was nice. It's a no nonsense kind of a place. The people at the front desk are not very friendly, but it worked. If I go to Cancun again, I would go back to this place. It's not luxury, but it's fine.

Good experience but room size is very small

Did not like

Very good for that money

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