City Express Suites by Marriott Cancún Aeropuerto Riviera

The stay itself was fine however they didn’t answer their phones. Ever. I tried to confirm my stay and they didn’t answer. I tried to set up an airport pickup and followed their instructions however they didn’t pick up. That left me with a $100 cab ride to the hotel from the airport and it was only 7km from the airport which is insane! I tried call all day on a Monday and then all day on a Tuesday. No answer. I reached out to hotels.com and they tried as well and sent several emails to the property. Even days later they didn’t get a response. I’m very disappointed in that as I had booked the hotel with the intentions of getting an airport transfer included. I wasn’t really saving any money in the end because I had to pay out of pocket for a cab. Which they do not reimburse. I’m also disappointed in hotels.com for not having my back in this. I’m a gold level member and I expected some kind of resolution but they couldn’t or wouldn’t do anything. I won’t stay at this property again because communication was awful. I also waiting over an hour for a cheese pizza in their restaurant and there was only two other people in there. They were too busy eating their own food to be concerned with me. It took at least 20 minutes for them to take my order.

The property had a full suite, and a beautiful pool, as well as a restaurant and bar… Not that many people staying here as there’s not much around, but great place to land before a flight out or if you had a conference

Pool area beautiful.

Bad customer service. Only ten persons per trip every hour n shuttle service to airport. Needed shuttle for 7AM and had to take the 6AM instead. When asked for free breakfast, it was started to be served after 6AM.

Be aware of limited and complicated shuttle service from the airport. Can't call and request to get pick up. Everything is done through WhatsApp and you have to requested a day in advanced, they may response to you in eight hours or more. Shuttle bus is very small and can only carry 12 people, once is full you are out of luck.Thw hotel it self is new with very nice room. If you call for room service or the receptionist it may take you couplof tries before someone pick up the phone. I was told the shutter back to the airport runs every hour but it is not true. Receptionist is very nice ,it just they are under staff.

The swimming pool is nice and the shopping area very close to the hotel.

Beautiful area around outside pool

Great pool

Está en remodelación una parte del hotel y no se puede descansar por el ruido El piso es demasiado resbaloso (pasillos)

Está a lado del outlet, la alberca tiene buen servicio y es amplia, el desayuno muy poca variedad pero lo habitual en este tipo de establecimientos, las habitaciones amplias, cómodas, limpias y el colchón muy agusto!! Tiene estacionamiento gratuito y wifi. Lo único nos tocó con una remodelación un poco incómoda y tiene juego de billar

Desagradablemente sucia , llena de cabellos en toda la habitación desde la regadera , el piso , las camas , los escritorios , por toda la habitación llena de cabellos , no tienen toallas tienes que ir a pedir al loby y esperar a que otras habitaciones las desocupen para ir luego las laven según ellos y te las entreguen y puedes esperar un buen rato ahí junto con todos los huéspedes en la misma Situación .

La habitación tenía olor como a encerrado y el baño se veía que no estaba bien limpio

La habitación estaba el piso sucio, pegajoso. El acondicionador estaba usado y la lotion tambien, a la mitad Era habitación doble y solo habia una toalla)

The front desk staff could not find our reservation and advised us to call Expedia. They said that Expedia was overbooking them and that they had no more rooms available, so basically our problem. When I was on the phone with Expedia, the staff magically finally found our reservation, but you cannot check in early or check out late. They are very specific and will make you wait until exactly 3 o clock before they will start working on your check in. Even then, when we approached them at 3pm, they said it would be a few more minutes before they could help us. Their lobby is not air conditioned. You will wait in the hot and humid place listening to hammering and construction on the other side of the wall. When we got to the room, the toilet was gross, dirty. We asked the front desk twice to send someone to clean it and no one ever came. We were unable to use the toilet throughout our stay. The next morning I let them know no one ever cleaned and they said it was due to staff shortage because of the hurricane. I told them it would have been nice to know that from the beginning to figure out another solution rather than just be ignored. Also, when I went up to the front desk, the staff were chatting and joking, and only after standing there for a minute, will they stop and help you, making you feel like you are not worth their time. This was a terrible experience and I would not recommend to anyone. We would definitely NOT go back to this place.

Well, we expected this property to be bad, but it exceeded this. The property smelled bad all over the place. The bed had hairs, and It was not one hair but several hairs of different kinds. The pillows smelled like someone else slept on them; we ended up just putting our towels and sleeping on top of them. The only reason to stay here is because you need to be super close to the airport, so make sure to bring a sheet or a towel for the bed.

The room was extremely dirty and was not cleaned. The bed had hair, the carpet was extremely dirty, hair behind the sofa. No towels in the room etc.

Habitación muy completa. Todo muy limpio y todo perfecto en mi estancia

La estancia fue gracias a Dios una noche. HUMEDAD Y MAL OLOR, en habitacion. Sucia

I should of paid attention to the reviews that said there was no bed sheets, we had the same issue. Why would the hotel not have a bed sheet under the comforter? The rug in front of the couch was nasty dirty, the shower floor was dirty. I called the hotel directly from the expedia app and the phone # was wrong and I was told I didn't have a reservation, a few hours before we were to arrive. I showed up 15 minutes before my 750 shuttle, the front desk gal say me and I walked over to get food while I waited. walked back at 751 and was told the bus was full? I had my name on the list & reservation and the breakfast area is right by the lobby! I then had to pay for a cab to get to the airport. There were only 2 us tv channels The hotel was dead but yet they put a family right next to us with kids. they provided 2 shower towels, there were 3 of us. no english at the front desk

Horrible y sucio

Este é um hotel excelente em questão de estrutura. Lindo, novo, moderno... O quarto é ótimo, amplo, tem uma pequena cozinha e utensílios. A piscina é excelente e enorme. O que deixa a desejar é o atendimento. O hotel oferecia Shuttle que mesmo avisando o horário de chegada, não foram nos buscar (e tivemos que pagar caríssimo em táxi, pois lá não funciona Uber no aeroporto) ficamos esperando por horas. Já na recepção as atendentes tentam ajudar, dentro do possível, mas não facilitam muito, não aceitam pagamento pelo smartphone, apenas cartão físico, dificultam o pagamento em mais cartões (o que é comum em viagens entre amigos) e no quesito serviços o hotel é médio! O café da manhã tem poucas opções também, oferecem o básico! No geral poderíamos ter tido uma experiência MUUUUITO melhor, pois o hotel em si tem instalações ótimas, mas peca no atendimento!

Está cómodo, solo está mala la señal de la TV, y el sofá cama parece no muy limpio

Not hot water in room Bad TV Signal A/C not workings Terrible

Que las habitaciones pueden quedar muy oscuras y se puede dormir bien sin filtración de luz. Que el hotel tiene un olor medio raro.

El aire no enfriaba bien y se prendia y apagaba muchas veces solo

Nice hotel, staff is friendly, hotel was very clean. The room was big with two double a sofa sleeper and kitchen with everything need it. This hotel is about 25 minutes drive from Cancun. So food and entertaining is far and a little challenging. A taxi charge $40.00 each way. My recommendation is to rent a car. I definitely will visit again.

Excelente! Las camas muy cómodas, el desayuno muy bueno, todo muy bien!

It's amazing! We love the breakfast.. we love our room..

Está en remodelación una parte del hotel y no se puede descansar por el ruido El piso es demasiado resbaloso (pasillos)

Está a lado del outlet, la alberca tiene buen servicio y es amplia, el desayuno muy poca variedad pero lo habitual en este tipo de establecimientos, las habitaciones amplias, cómodas, limpias y el colchón muy agusto!! Tiene estacionamiento gratuito y wifi. Lo único nos tocó con una remodelación un poco incómoda y tiene juego de billar

They offered a shuttle but then would not answer when trying to book it. Finally took a taxi that cost us $65 to go 6 km. Total rip off. They told us our reservation did not exist even with a confirmation # and a receipt saying it was prepaid. Frustrating beginning to a vacation. Wasted time sorting it out and money.

The stay itself was fine however they didn’t answer their phones. Ever. I tried to confirm my stay and they didn’t answer. I tried to set up an airport pickup and followed their instructions however they didn’t pick up. That left me with a $100 cab ride to the hotel from the airport and it was only 7km from the airport which is insane! I tried call all day on a Monday and then all day on a Tuesday. No answer. I reached out to hotels.com and they tried as well and sent several emails to the property. Even days later they didn’t get a response. I’m very disappointed in that as I had booked the hotel with the intentions of getting an airport transfer included. I wasn’t really saving any money in the end because I had to pay out of pocket for a cab. Which they do not reimburse. I’m also disappointed in hotels.com for not having my back in this. I’m a gold level member and I expected some kind of resolution but they couldn’t or wouldn’t do anything. I won’t stay at this property again because communication was awful. I also waiting over an hour for a cheese pizza in their restaurant and there was only two other people in there. They were too busy eating their own food to be concerned with me. It took at least 20 minutes for them to take my order.

Buen servicio y atención por parte del personal

its our second time is this hotel, we arrived at 1230 and the lady at the front desk that wasn’t very friendly rejected us, didn’t offer us to do the paper work just that we could leave our luggage, offer that we reject it since we had a car, by the time we came back 4pm, our room was giving to somebody else, and they wanted to give us a double, the gentleman at that shift solve the problem and find us a room with a king that was an upgrade. there were no towels and had to go down several times, everytime I was promised they would be delivered to the room, towels never arrived it came to a point that we were short on time, I had to go down for a third time, and settle for pool towels

We booked about 7:00pm for the same night. When we arrived - about 7:45pm we were told by the front desk - WE DID NOT HAVE RESERVATION AND HOTEL WAS FULL!!! There wasn’t anyone there to speak English. Front desk was using a phone translator to communicate to us! We were not the only party turned away last night!!!! It was a $45usd taxi from airport. THIS WAS TERRIBLE from not only the hotel staff BUT why did HOTELS.com allow the booking to go thru? I spoke via text with online HOTELS.com representative last night & was told I could try to get the charges reversed; but since I did not purchase the refundable rate I was stuck! REALLY? I thought both sides of an agreement had rights? I was denied a room that I had paid for. Up until now - I have been an extremely loyal customer of HOTELS,com. Maybe better to be loyal with one hotel chain. UNHAPPY

The front desk staff could not find our reservation and advised us to call Expedia. They said that Expedia was overbooking them and that they had no more rooms available, so basically our problem. When I was on the phone with Expedia, the staff magically finally found our reservation, but you cannot check in early or check out late. They are very specific and will make you wait until exactly 3 o clock before they will start working on your check in. Even then, when we approached them at 3pm, they said it would be a few more minutes before they could help us. Their lobby is not air conditioned. You will wait in the hot and humid place listening to hammering and construction on the other side of the wall. When we got to the room, the toilet was gross, dirty. We asked the front desk twice to send someone to clean it and no one ever came. We were unable to use the toilet throughout our stay. The next morning I let them know no one ever cleaned and they said it was due to staff shortage because of the hurricane. I told them it would have been nice to know that from the beginning to figure out another solution rather than just be ignored. Also, when I went up to the front desk, the staff were chatting and joking, and only after standing there for a minute, will they stop and help you, making you feel like you are not worth their time. This was a terrible experience and I would not recommend to anyone. We would definitely NOT go back to this place.

Excellent service from staff. Beautiful hotel. Comfortable

DO NOT STAY HERE!!!! THIS HOTEL CHARGED ME FOR THREE ROOMS THAT I HAD TO PREPAY FOR VIA EXPEDIA, GOT TO THE HOTEL WITHIN 10 MINUTES OF BOOKING (AT MIDNIGHT) ONLY TO BE SENT AWAY BECAUSE THERE WERE NO ROOM AVAILABLE! THEY ARE REFUSING TO ISSUE A REFUND.

Desafortunadamente se ve que el personal que maneja las camionetas tiene acuerdo con los taxis del aeropuerto. El día que llegue se tardaron una hora en pasar por mí y el chofer inclusive me dio o que no me tenía registrado, al ver que estaba llamando al hotel casualmente aparecí. Pero aún peor de regreso al aeropuerto. Reservé el regreso u al llegar al lobby me dijeron que si podía esperar 20 minutos, lo cual accedí, al llevarme al aeropuerto le indiqué al chofer la línea aérea y me dijo que era en la terminal 4, llegando a esta terminal me dijo que allí era y para mi sorpresa United está en la 3, y los taxis allí fuera listos para llevar por 30 dólares a todos los turistas que nos hicieron lo mismo. Llame al hotel y pésimo servicio, la Srita solo me decía que el transporte al aeropuerto estaba limitado a disponibilidad pero no me brindó ningún apoyo, llame a Marriott, se disculparon y quedaron de llamarme, cosa que jamás sucedió.

Front desk gets so busy that it takes two hours to get through and then put your on hold and or simply hung up

Me encantó, super hotel, mil recomiendo, es una gran opción me encanta que incluye la transportación, y la plaza comercial de enfrente esta muy conveniente

Cercano al aeropuerto y con un centro comercial al frente. Buena alternativa cuando estas en transito.

Tiene como ventaja un nuevo Centro Comercial enfrente, así que no tendrás problemas por conseguir comida y distraerte un rato

close to the airport and just across the street from the new Mall

Its a very nice property just in a very lonely area. Everything was a good 30 or higher drive away.

Nice hotel, staff is friendly, hotel was very clean. The room was big with two double a sofa sleeper and kitchen with everything need it. This hotel is about 25 minutes drive from Cancun. So food and entertaining is far and a little challenging. A taxi charge $40.00 each way. My recommendation is to rent a car. I definitely will visit again.

This is a nice new property. Convenient to the airport and highway to get around.

We stayed here for one night before our stay at Moon Palace. Friendly staff, nice pool, close to the airport. We walked across the street to the outlet mall which is very nice. Lots of taxis waiting nearby. It worked out great!

Next to an premium outlet mall. Close to the airport. Transportation to airport.

El servicio del hotel muy bueno, pero al salir a caminar poquito los taxistas te amenazan que nomas no te atrevas a tomar un Uber!!! Parecen mafiosos. En mi vida vuelvo.

Muy limpio, cómodo y buen desayuno

El servicio es bastante malo , no tienen maleteros ni hieleras El aire acondicionado no funcionaba bien El desayuno bastante mediocre y todo frio

Food was terrible. Check in was a disaster

The stay itself was fine however they didn’t answer their phones. Ever. I tried to confirm my stay and they didn’t answer. I tried to set up an airport pickup and followed their instructions however they didn’t pick up. That left me with a $100 cab ride to the hotel from the airport and it was only 7km from the airport which is insane! I tried call all day on a Monday and then all day on a Tuesday. No answer. I reached out to hotels.com and they tried as well and sent several emails to the property. Even days later they didn’t get a response. I’m very disappointed in that as I had booked the hotel with the intentions of getting an airport transfer included. I wasn’t really saving any money in the end because I had to pay out of pocket for a cab. Which they do not reimburse. I’m also disappointed in hotels.com for not having my back in this. I’m a gold level member and I expected some kind of resolution but they couldn’t or wouldn’t do anything. I won’t stay at this property again because communication was awful. I also waiting over an hour for a cheese pizza in their restaurant and there was only two other people in there. They were too busy eating their own food to be concerned with me. It took at least 20 minutes for them to take my order.

Para 1 noche no tiene mayor problema . Lo unico es no esperar mucho del desayuno ,porque si esta pesimo . Check in rapido ,check out rapido . Cumple con lo que necesitaba para viajar al fia siguiente. Las habitaciones muy bien

Bad customer service. Only ten persons per trip every hour n shuttle service to airport. Needed shuttle for 7AM and had to take the 6AM instead. When asked for free breakfast, it was started to be served after 6AM.

Es un lugar agradable, solo que el desayuno que incluyen es muy limitado, en otras ciudades ofrecen mas variadad y en este diario es lo mismo. Tambien en la habitacion habia para conectar cargador por usb y no funcionaban. La cocineta no tiene suficiente loza, no cucharas no tenedores. GTardan mucho en dar las facturas por los consumos

Súper 👍 nice! El buffet delicioso.

En el desayuno “incluido” solo ofrecen sándwich, avena y pan, deja mucho que desear, el baño estaba lleno de hongo (moho) muy sucio, me faltaba una toalla y nunca me la trajeron, a pesar de que hablé a cocina porque en recepción nunca me contestaron las 10 llamadas que les hice, en general no recomiendo el hotel.

The breakfast was not as fresh as it was the last time we were there, the coffee was cold, there were dirty plates all over and the options were limited.