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Reviews of City Express Suites by Marriott CancĂșn Aeropuerto Riviera

3.5 out of 5
City Express Suites by Marriott CancĂșn Aeropuerto Riviera
SM-47 M-01 L-1-22 U.P.E. UC-05, Carr. Federal Cancun-Puerto Morelos, Cancun, QROO

Reviews

7.4

Good

Rating 10 - Excellent. 264 out of 675 reviews" "
Rating 8 - Good. 147 out of 675 reviews" "
Rating 6 - Okay. 105 out of 675 reviews" "
Rating 4 - Poor. 66 out of 675 reviews" "
Rating 2 - Terrible. 93 out of 675 reviews" "

8.0/10

Cleanliness

7.8/10

Staff & service

7.4/10

Amenities

8.2/10

Property conditions & facilities

7.6/10

Eco-friendliness

Reviews

8/10 Good

Jason

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Many
Stayed 1 night in Apr 2024

10/10 Excellent

ROBERTO

Stayed 2 nights in Mar 2024

10/10 Excellent

Anthony

Liked: Staff & service, property conditions & facilities
Na
Stayed 1 night in Mar 2024

4/10 Poor

Terez

Liked: Cleanliness, property conditions & facilities
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.
Stayed 1 night in Feb 2024

10/10 Excellent

Monica

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
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!
Stayed 1 night in Feb 2024

10/10 Excellent

Shevana

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Seen that people of other country are booking this Hotel, they should hire a few English speaking Receptionist and chef. Everything else was great!
Stayed 4 nights in Jan 2024

4/10 Poor

Dennese

Disliked: Cleanliness, staff & service
Stayed 1 night in Jan 2024

4/10 Poor

Rodolfo

Travelled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
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.
Stayed 1 night in Jan 2024

6/10 Okay

Sandra bibiana Rivera

Travelled with family
Liked: Cleanliness, staff & service, amenities
Mi Ășnico comentĂĄrio es que vi el ascensor un poco sucio, baño de la habitaciĂłn. No muy bien lavado, los pisos un poco sucios tambiĂ©n La habitaciĂłn muy bonita, comoda las zonas comunes bonitas y espaciosas
Stayed 1 night in Jan 2024

10/10 Excellent

Ray

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Oct 2023

8/10 Good

Lorena

Stayed 1 night in Jan 2024

2/10 Terrible

Kimberly

Disliked: Staff & service
UNHAPPY
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
Stayed 1 night in Jan 2024

2/10 Terrible

Lynda

Stayed 1 night in Jan 2024

2/10 Terrible

Ashish

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, amenities, property conditions & facilities
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.

10/10 Excellent

Jigneshkumar Vasantbhai

Stayed 6 nights in Dec 2023

2/10 Terrible

Pablo

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Terrible!!!!
No había toallas en el baño de la habitación al momento de llegar. Al pedir las toallas llevaron 4 toallas rotas a la habitación. No hay espacios suficientes en el estacionamiento de vehículos, los huéspedes tienen que estacionar sus vehícules afuera en la noche con el riesgo que les roben y desde luego que la administración del hotel no se hace responsable de los daños al vehículo ni del robo. La habitación estaba sucia, las camas con insectos muertos. Terrible experiencia no lo recomiendo en lo absoluto.
Stayed 1 night in Dec 2023

6/10 Okay

Andres

Liked: Cleanliness, property conditions & facilities, room comfort
conveniently located
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
Stayed 1 night in Dec 2023
Response from G.O. on 26 Dec 2023
Hi Andres.Thank you very much for taking time to share your comments about the stay. We understand that the situation wasnt the ideal to start your visit to our hotel. We are working with out staff in order to provide a better service and solve these situations.

10/10 Excellent

Lisbeht

Stayed 1 night in Dec 2023

2/10 Terrible

Mayra

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023

10/10 Excellent

Delyvette

Stayed 1 night in Dec 2023

2/10 Terrible

Emerson

Stayed 1 night in Dec 2023

10/10 Excellent

Abraham

Stayed 1 night in Dec 2023

8/10 Good

GABRIEL

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Next to an premium outlet mall. Close to the airport. Transportation to airport.
Stayed 1 night in Aug 2023

10/10 Excellent

PEDRO

Travelled with family, Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I lovet
Stayed 1 night in Nov 2023

8/10 Good

Archivaldo

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities
close to the airport and just across the street from the new Mall
Stayed 1 night in Nov 2023

10/10 Excellent

Vyaney

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Perfect place to wait for a next day flight. Shuttle service to the airport was very accommodating to my big party.
Stayed 1 night in Nov 2023

10/10 Excellent

Gerald

Travelled with family
Liked: Amenities
Was good
Stayed 1 night in Nov 2023

10/10 Excellent

Manuel

Stayed 2 nights in Nov 2023

4/10 Poor

Marsha

Travelled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
The room was not ready when we arrived at 3:00pm. We were traveling all day and we were exhausted. We got access to our room one hour later. It was raining and the hotel had no umbrellas. There were no wash rags or soap in our rooms. We requested from the front desk and still have not recieved. Not the best experience.
Stayed 1 night in Nov 2023

10/10 Excellent

Marly Yisette

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023

8/10 Good

carlos

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023

8/10 Good

Bridgette

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Oct 2023

8/10 Good

John, Braselton

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Decent hotel thats within walking distance of a brand new mall.
Stayed 1 night in Oct 2023

2/10 Terrible

Carlos

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
After a 12 hour flight we just wanted to rest but they weren't able to provide a clean room. Sheets were used in one room and then dirty in other. They changed us three times and rooms continue to be dirty. Also the smell of the whole 1st floor and the parking lot was like awful rotten egg. I used to like that hotel. Will never come back. I asked for a refund and went to a Courtyard that is nice as expected.
Stayed 1 night in Aug 2023

2/10 Terrible

Maria Lucia

Disliked: Cleanliness, staff & service, property conditions & facilities
Mi familia y yo nos hospedamos aquí por la conveniencia de estar cerca del aeropuerto y que tenían transportación al aeropuerto incluidas en la reserva. Resulta q cuando llegamos al hotel solo había una persona para atender la recepción, cuando nos toco el turno mi reserva de hace 4 meses he has y pagada no aparecía en el sistema tuvimos q esperar como 40 min q pudieran encontrarla supuestamente un error en el sistema cuando termine mi check in le dije para que al otro día me llevaran Iara el aeropuerto , resulta q no había espacio para ellos llevarme al aeropuerto, teníamos q pagar un taxi, al otro día unas personas cancelaron a ultima hora y ya nosotros eståbamos esperando en el lobby por si había cancelación y gracias a esa cancelación fue q nos pudimos ir en el trasporte del hotel, la actitud de Los empleados no es buena y lis choferes de los transporte es pésimas, nunca mas reservo y no lo recomiendo

8/10 Good

Carlos

Stayed 1 night in Aug 2023
Response from Gerencia General on 26 Aug 2023
Estimado Carlos, muchas gracias por elegir City Suites CancĂșn by Marriott, le esperamos muy pronto

6/10 Okay

LATOYA

Stayed 1 night in Aug 2023
Response from Gerencia General on 26 Aug 2023
Estimada Latoya, muchas gracias por elegir City Suites CancĂșn, le esperamos pronto

8/10 Good

Yohanna

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
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.
Stayed 7 nights in Jul 2023
Response from Gerencia General on 8 Aug 2023
Dear Yohanna, thank you for your feedback and choosing City Suites CancĂșn by Marriott, looking forward to see you soon

6/10 Okay

Juliya

Nobody spoke English. It wasn’t easy to book the shuttle to the airport. It’s absolutely necessary because space in the shuttle is limited. The room was not cleaned well. The restaurant staff was very polite.
Stayed 1 night in Jul 2023
Response from Gerencia General on 25 Jul 2023
Dear Juliya, Thank you very much for choosing City Suites CancĂșn by Marriott, the transportation service is something that we already have in the process of improvement and will soon be normal, I will communicate your appreciation to my restaurant colleagues. We look forward to seeing you back soon

8/10 Good

Benny

Liked: Cleanliness, amenities
The only thing that we didn’t like was smell of sewage
Stayed 1 night in Jul 2023
Response from Gerencia General on 24 Jul 2023
Dear Benny, a sincere apology for the inconvenience, I will review the issue with my maintenance manager to solve it as soon as possible, we hope to see you soon

6/10 Okay

carlos

Stayed 1 night in Jul 2023
Response from Gerencia General on 24 Jul 2023
Estimado Carlos, muchas gracias por elegir City Suites CancĂșn by Marriott, revisaremos los detalles de su estancia para implementar una pronta mejora en el servicio, le esperamos muy pronto,

2/10 Terrible

Maria Elva, Atlanta

Travelled with family
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
They don't have a professional transportation service even though they say that in their web. It's almost impossible to communicate with them (telephone, email, whatsup,etc). The hotel has an evident lack of staff. This was my second time here but the experience was awful.
Stayed 1 night in Jul 2023
Response from Gerencia General on 24 Jul 2023
Dear Maria Elva, an apology for the inconvenience, we currently have very limited spaces for transport and we are about to regularize the services, we are sure that on your next visit it will be solved,

2/10 Terrible

Jean

Stayed 1 night in Jul 2023
Response from Gerencia General on 8 Aug 2023
Estimado Jean, una disculpa por no haber cubierto sus expectativas, seguiremos mejorando y trabajando para poder brindarle un mejor servicio en su siguiente visita,

6/10 Okay

Jose

Stayed 1 night in Jul 2023
Response from Gerencia General on 24 Jul 2023
Estimado JosĂ©, muchas gracias por elegir City Suites CancĂșn by Marriott, revisaremos los detalles de su estancia para implementar una pronta mejora en el servicio, le esperamos muy pronto,

4/10 Poor

Pengcheng

Business traveller
Liked: Cleanliness
Very bad, airport shuttle not available, called hotel many times and nobody answer. Arriving in the hotel, it was empty, lady at the front desk couldn't find my reservation AND asked me if im paying. Nothing around here, dont waste your time on this location.
Stayed 1 night in Jul 2023
Response from Gerencia General on 13 Jul 2023
Dear Pengcheng, our most sincere apologies for what happened during your stay and for the transportation issue, we will review the issues to correct them immediately.

10/10 Excellent

Michael

Stayed 1 night in Jul 2023
Response from Gerencia General on 13 Jul 2023
Estimado Michael, muchas gracias por su calificaciĂłn y su preferencia a City Suites CancĂșn by Marriott, le esperamos muy pronto

6/10 Okay

Alcides, Miami Lakes

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
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.
Stayed 1 night in Jul 2023
Response from Gerencia General on 10 Jul 2023
Dear Alcides, I offer you a sincere apology for what happened during your stay, we are looking at the possibility of hiring more vans to provide you with a quality service. I will check with the staff that is more attentive to the answers.we are waiting for you soon

2/10 Terrible

Wendy

Disliked: Cleanliness, amenities, property conditions & facilities
Stayed 1 night in Jul 2023
Response from Gerencia General on 10 Jul 2023
Estimada Wendy, una disculpa por el servicio que haya recibido por el cual nos califica con un score bajo, revisaré los detalles de su estancia para solucionarlo de inmediato. Quedo a sus órdenes

10/10 Excellent

Carmen Lizette

Travelled with family
Liked: Cleanliness, room comfort
Instalaciones muy comodas
Stayed 1 night in Jun 2023
Response from Gerencia General on 30 Jun 2023
Estimada Carmen, muchas gracias por su calificaciĂłn y por elegir City Suites CancĂșn, le esperamos pronto

10/10 Excellent

cynthia

Liked: Cleanliness
Stayed 1 night in Jun 2023
Response from Gerencia General on 10 Jul 2023
Estimada Cynthia, muchas gracias por el score otorgado y por elegir City Suites CancĂșn by Marriott, le esperamos muy pronto