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Reviews of City Express Plus by Marriott Puerto Vallarta

3 out of 5
City Express Plus by Marriott Puerto Vallarta
Blvd. Francisco Medina Ascencio # 2860, Zona Hotelera Norte, Puerto Vallarta, JAL

Reviews

8.4

Very good

Rating 10 - Excellent. 475 out of 944 reviews" "
Rating 8 - Good. 277 out of 944 reviews" "
Rating 6 - Okay. 87 out of 944 reviews" "
Rating 4 - Poor. 53 out of 944 reviews" "
Rating 2 - Terrible. 52 out of 944 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

7.8/10

Amenities

8.6/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

8/10 Good

Luis, Saskatoon

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location
Stayed 1 night in Apr 2024
Response from Gerencia General on 1 May 2024
Muchas gracias por su visita en City Express , lo esperamos en su sproximas vacaciones

10/10 Excellent

SueAnn, Seattle

Travelled with partner
Liked: Cleanliness, staff & service
I was disappointed that the pool does not have a swim up bar and was told that it never has had that feature. Booked mainly because of price and the bar...
Stayed 1 night in Apr 2024
Response from Gerente General on 10 Apr 2024
Thank you for that information We re open that bar this week, it was closed for some situations of construction

10/10 Excellent

Luz

Stayed 2 nights in Apr 2024
Response from Gerente General on 1 May 2024
Muchas gracias por su visita en City Express , lo esperamos en su sproximas vacaciones

8/10 Good

Jennifer, Whitehorse

Stayed 1 night in Apr 2024
Response from Gerencia General on 1 May 2024
Muchas gracias por su visita en City Express , lo esperamos en su sproximas vacaciones

10/10 Excellent

Emilio

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Was wonderful. One bedroom, king size bed. Free breakfest could be a little better but the service was great. Very clean 👌
Stayed 1 night in Mar 2024
Response from Gerencia General on 1 Apr 2024
Thank you for this comment, I hope to see you again

6/10 Okay

Julio, Tarpon Springs

Travelled with family and small children
Liked: Cleanliness, property conditions & facilities
Disliked: Amenities
Easy to setup however far from the hotels area, not many restaurants around and service very basic
Stayed 1 night in Mar 2024
Response from Gerencia General on 1 Apr 2024
Thank you for the commentsI hope to see you soon

2/10 Terrible

Jamis

Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Had to wait over an hour and a half AFTER check in to check in- no accommodation after traveling 5 hours- no microwave in rooms OR on property. Snacks for purchase were limited. Limited towels! Limited staff. No shuttle service as offered by Expedia. Would NOT come back or recommend!
Stayed 2 nights in Mar 2024
Response from Gerencia General on 1 Apr 2024
Thankyou for this comments I will be working with the team in the hotel to give a better service

10/10 Excellent

gary

Location
Stayed 10 nights in Mar 2024
Response from Gerencia General on 25 Mar 2024
Gracias por sus comentarios, espero poder atenderlo en sus proximas vacaciones

8/10 Good

Raul

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
The place was clean was the plus , staff was pretty snobby & not helpful..
Stayed 2 nights in Mar 2024
Response from Gerente General on 21 Mar 2024
Thank you for this comment, I will be close to the staff, to offer a better service i future visits

10/10 Excellent

Berenice

Liked: Cleanliness, staff & service, property conditions & facilities
I really enjoyed staying here! Friendly staff and the service was great!
Stayed 4 nights in Mar 2024
Response from Gerencia General on 18 Mar 2024
Thak you for your comments, I hope to see you soon

8/10 Good

Elizabeth

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Our door had a difficult time locking
Stayed 1 night in Mar 2024
Response from Gerencia General on 11 Mar 2024
Thank you for this information, we will veryfy with tha staff to avoid this situations

6/10 Okay

Corey, Mountain View

Travelled with group
Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Rooms were nice but floors were so dirty your feet would be black after a shower. Sheets and tables also were dirty and not wiped down in some spots. Staff was super friendly and nice. The bar was awesome. And the bar just outside had great food and drinks.
Stayed 3 nights in Mar 2024
Response from Gerencia General on 11 Mar 2024
I will verify with stafff in housekeaping and offer a better service

10/10 Excellent

Martha

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient
Stayed 2 nights in Mar 2024
Response from Gerencia General on 4 Mar 2024
Gracias por haberse hospedado con nosotros , lo esperamos en su proxima visita

4/10 Poor

SALVADOR

Travelled with group
Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Increible que en un hotel esta categoria, NO hay en recepcion un refrigerador para guardar la insulina de huespedes diabeticos. A cambio ofrecen hielo y el personal de recepcion tiene *actitud* y negligencia a ayudar. Es una actitud de: "es lo que hay, o lo toma o no lo toma y vea como resuelve". Obstaculizan incluso hablar con el gerente para escalar el caso. Aparentan espiritu de servicio pero no pasa de ser superficial. Es incomodo para personas de la tercera edad, latinos, aguantar estos inconvenientes.
Response from Sergio Aca on 2 Mar 2024
Sr Salvador muchas gracias por su comentario, Soy Gerente de City express, y en efecto no contamos con algun refrigerador para este uso; por eso le damos la opcion de hielosin embargo el tema de actitud es lo que veo que tengo una gran oportunidad de mejora. espero poder aterderle en un futuro y ofrecer un mejor servicio

2/10 Terrible

Crystal

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Would not stay here again. After checking in, we went up to our room and the power went out a few times for over an hour. We had no towels in our room and there was not hot water luckily we were here for one night. Would not recommend staying here.
Response from Gerencia General on 1 Mar 2024
Thank you for this information, I will work with the staff to fix every thing in the hotel

10/10 Excellent

Martha

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient, easy transpotation, food and shopping near by.
Stayed 3 nights in Feb 2024
Response from Gerencia General on 1 Mar 2024
Thenk you for your comments, I hope to see you next vacations

8/10 Good

William, Federal Way

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024
Response from Gerencia General on 1 Mar 2024
Thank you for your comments, I hope to see you next vacations

4/10 Poor

Patricia

Travelled with family
Liked: Cleanliness
My key stop working every day sometimes twice a day and every time I have to go to the reception to have them fixed
Stayed 4 nights in Feb 2024
Response from Gerencia General on 28 Feb 2024
Thank you for the comments, we are working with the kew system to avoid this situations, I will verify this case in this moment to fix any other situation

8/10 Good

Doug

Stayed 2 nights in Feb 2024
Response from Gerencia General on 28 Feb 2024
Gracias por su estancia en City Express y sus comentariosesperamos su visita en sus proximas vacaciones

2/10 Terrible

joanna

Travelled with family, Business traveller
Disliked: Cleanliness, amenities, property conditions & facilities
Location at time of check in, dirty shower, no towels, room has been clean or swiped in weeks
Stayed 3 nights in Feb 2024
Response from Gerencia General on 21 Feb 2024
Thank you for your comments I will work with the cleannes team to avoid this situations

10/10 Excellent

Neel

Business traveller, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great location close to the marina with a friendly staff.
Stayed 2 nights in Feb 2024
Response from Gerencia General on 13 Feb 2024
Thank you for your comments I hope to see you soon in your vacationsbest regards

10/10 Excellent

Mavis

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Call for taxi excellent, dinner meals poor, had chicken fiheta no flavor and burt chicken, no tortilla served until I ask,
Stayed 1 night in Feb 2024
Response from Gerencia General on 8 Feb 2024
Thank you for the comments, we are working in the new restaurante, it will be better

6/10 Okay

Ghislain

Liked: Cleanliness, staff & service
There was no water and glasses in the room. Did not know what time the free breakfast ended
Stayed 1 night in Feb 2024
Response from Gerencia General on 8 Feb 2024
About the water we have to verify the standar with te maids, the breakfast finish till 11:00 am

8/10 Good

Verified traveller

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Easy to take.
The staff was great. Everyone was friendly and helpful. B'fast was plentiful and pretty. My room was very tidy and modestly appointed, but adequate. It was quiet!
Stayed 1 night in Jan 2024
Response from Gerente General on 27 Jan 2024
Thank you for your comments, we are working to be better than yesterday and we hope to see you next vacations

10/10 Excellent

Charles

Business traveller
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great affordable place and location
Great affordable spot. Location not bad. Just a 7minute walk to the beach. Rooms look great and new. service was great. Some of the clerks speak English so it made communication easy since I’m not as fluent with Spanish. Definitely would come back if I need an affordable place to stay.
Stayed 1 night in Jan 2024
Response from Gerencia General on 23 Jan 2024
Thank you for your comments I hope to see you in the next trip to Puerto Vallarta

10/10 Excellent

Jeffrey

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was fine for the price and for 1 night.
Stayed 1 night in Dec 2023
Response from Gerencia General on 23 Jan 2024
Thank you for this comment, I hope to see you in your next trip to Puerto Vallarta

2/10 Terrible

Richard

Travelled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Extremely lacking English-speaking personal. Continental breakfast is terrible and at times no bread for toast. Had no hot water for 2 days. In rooms there are only 4 hangers, 1 tiny drawer, no coffee maker, no mini fridge, no drinking glasses. Construction going on in lobby and pool area with fiberglass and dust falling in the pool which was kept opened and pool water was very cold. Tried taking to manager but he avoided us and sent front desk personnel to talk to us. Sent our concerns to Bonvoy customer service and received a reply stating that management would contact us, but never happened. Wifi is terrible and you get kicked out constantly. Other occupants were scared to complain as they were worried that things woukd get worse for them. Never, ever will we stsy3here again. Worse two weeks of our life and if would have been able to move to another hotel we would have left after the second dsy.
Stayed 14 nights in Jan 2024
Response from Gerencia General on 23 Jan 2024
Thank you for your comments, we are working in the renovations of the hotel, we are working in every detail I hope to offer a better service in your next staying

8/10 Good

Christina

Travelled with family
Could be better for the cost.
Noisy neighbours but staff addressed this right away. Would be nice to have some glasses in the room so that you could rinse your teeth etc.
Stayed 1 night in Jan 2024
Response from Gerencia General on 16 Jan 2024
Thank you for your comments, we are working in all this process, to offer a better service

6/10 Okay

rhonda

Liked: Staff & service
The staff was friendly and incredibly helpful. With the renovations going on it’s difficult to keep a level of cleanliness due to the dust.
Stayed 1 night in Jan 2024
Response from Gerencia General on 15 Jan 2024
Thank you for your comments, we are working to open the restaurate and bar in this month, We hope to see you in your next vacations

10/10 Excellent

Luis

Stayed 5 nights in Jan 2024
Response from Gerencia General on 15 Jan 2024
Esperamos que haya tenido una buena estancia con nostros Agradecemos su visita y comentarios

2/10 Terrible

Yaneth

Liked: Cleanliness
Disliked: Staff & service
It was very uncomfortable and unpleasant that 30 minutes before the check out time ended, a staff person knocked on my door many times until I opened it to find out what time we were leaving and he insisted on coming in, and when I told the reception They didn't even care what had happened, they just said "I don't know why they knocked on their room door" they didn't even apologize.
Stayed 1 night in Jan 2024
Response from Gerencia General on 11 Jan 2024
Thankyou for your comments, I will verify directly with the maids to refresh all the process in the check out

8/10 Good

JAMES, LITTLE ROCK

Liked: Cleanliness, staff & service, property conditions & facilities
Quite frankly, based on reviews I read before my trip, I was scared to choose this property. However, It was relatively inexpensive and all I needed was a place to sleep so I took a chance. When I arrived I was pleasantly suprised to find a perfectly located place accross from the cruise ship terminal with great views and newly appointed rooms. Fatima at the front desk speaks perfect English; there is a Starbucks in the lobby, and the free breakfast while being spartan in it's selection was certainly enough to get me going each day. I would always return to my room being cleaned, bed made, and restocked with toiletries. The only disappointment was no english TV.
Response from Gerencia General on 8 Jan 2024
I appreciate your comments and we will continue to improve our service, so that we can continue serving you as you deserve.Best regards

2/10 Terrible

Saeid

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Not recommended at all!
Fair condition, bad customer service
Stayed 1 night in Jan 2024
Response from Gerencia General on 8 Jan 2024
Thank you for your comments, we are working with staff to give a beetter service

10/10 Excellent

Jose

Liked: Cleanliness, staff & service, property conditions & facilities
Response from Gerencia General on 13 Feb 2024
Gracias por su visita, espero poder atenderlo proximamente en este su Hotel

8/10 Good

Melanie

Stayed 1 night in Jan 2024
Response from Gerencia General on 23 Jan 2024
Thak you for you staying at City Express by Marriott Puerto Vallarta

4/10 Poor

Elliott

Travelled with family
Disliked: Cleanliness, property conditions & facilities
Stayed 5 nights in Dec 2023
Response from Gerencia General on 4 Jan 2024
Gracias por sus comentarios

10/10 Excellent

Daniel, Calgary

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from Gerencia General on 1 Jan 2024
Agradezco si nos pudiera dar un detalle de su visita en City Express Puerto VallartaAtte, Gerente General

4/10 Poor

Elizabeth

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities
Very dirty
Stayed 2 nights in Dec 2023
Response from Gerente General on 28 Dec 2023
Muchas gracias por la informacion. En este momento se ha generado mucho polvo por nuestra remodelacion y espero tener la oportunidad de poder atenderle de nueva cuenta cuando estemos termnando de estas actividades, estamos trabajando para poder atenderle mejor

2/10 Terrible

Arturo

Travelled with family
Liked: Cleanliness
Disliked: Property conditions & facilities, room comfort
Stayed 1 night in Dec 2023
Response from Gerencia General on 1 Jan 2024
Agradezco si nos pudiera dar algun comentario de su visita en City Express Puerto VallartaAtte, Gerente General

4/10 Poor

Yasmin

Disliked: Cleanliness, staff & service
Stay elsewhere
They opened up my in-laws room without knocking, a few minutes after checking in to spray some chemicals. Our door wouldn't lock half the time. Our checkout time was 1:00 p.m. on the confirmation but it was apparently 12 and they locked us out of our rooms. Of course they would only blame the system and we're not empathetic or helpful. If you need a place to sleep, sure why not. Otherwise don't bother
Stayed 2 nights in Dec 2023
Response from Gerente General on 1 Jan 2024
Thank you for your comments, since I have the opportunity to work with the issue of training in terms of service. with all staffI hope to attend in yourt next vacations if give me this oportunity

8/10 Good

William

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 7 nights in Nov 2023
Response from Gerencia General on 1 Jan 2024
Agradezco si nos pudiera dar algun comentario de su visita en City Express Puerto VallartaAtte, Gerente General

2/10 Terrible

Maria

Stayed 2 nights in Oct 2023
Response from Gerencia General on 1 Jan 2024
Agradezco si nos pudiera dar algun comentario de su visita en City Express Puerto VallartaAtte, Gerente General

8/10 Good

Jose

Liked: Cleanliness, staff & service, property conditions & facilities
The property was under renovation and some services were limited. When I booked it online, there was no indication that a renovation was taking place. I could not get a room upgrade as they said it was fully booked, even as I showed them my Bonvoy platinum elite membership.
Stayed 1 night in Nov 2023
Response from Gerente General on 1 Jan 2024
Thank you for your comments, we are reviewing and posting remodeling information during these dates, and in the future we will be able to serve you with our new facilities.

6/10 Okay

alejandro

Travelled with family
Disliked: Staff & service, amenities, property conditions & facilities
This is under remodeling not a big deal for one night, but was was not reasonable let 20-30 workers having brekfast in such a small dinning room, this is a hotel, guests come to rest and have a quiet pleasent stay, not to make lines and noise while having breakfast, never had this experience in any hotel ever Average hotel for one night
Stayed 1 night in Nov 2023
Response from Gerencia General on 1 Jan 2024
Thank you for your comments, we are working with our construction team to finish this project as soon as possible. I hope to be able to serve you in the future with our new facilities.

6/10 Okay

geronimo

Stayed 1 night in Nov 2023
Response from Gerencia General on 1 Jan 2024
Agradezco si nos pudiera dar algun comentario de su visita en City Express Puerto VallartaAtte, Gerente General

6/10 Okay

Kris

Travelled with family
Disliked: Amenities, property conditions & facilities
Major construction is in progress at the hotel. No coffee makers or fridges in rooms. Loud music from bar nearby every night. Reasonable price.
Stayed 3 nights in Nov 2023
Response from G.O. on 23 Nov 2023
Hi KrisThenk you for yopur comments, we are working in remodeling our lobby, it will loos espectacular!Saludos...

4/10 Poor

Roxanne

Travelled with group
Disliked: Amenities, property conditions & facilities
The room was clean. No mini fridge in the room. Pool was dirty. No air conditioning in lobby. Front looked like a hurricane hit it.
Stayed 1 night in Nov 2023
Response from G.O. on 23 Nov 2023
Hi Roxanne.We are remodeling, our lobby is going to be magnificent! Saludos...

10/10 Excellent

Ivan

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, friendly staff, nice place
Stayed 2 nights in Nov 2023
Response from G.O. on 23 Nov 2023
Hola Ivan.Thanks for your comments, hope to receive you again very soon

10/10 Excellent

luis

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Hotel is: Conveniently located Always clean It's price is great The staff was great Check out is at 1PM!!!, which is awesome
Stayed 5 nights in Oct 2023
Response from Gerencia General on 6 Nov 2023
Thankyou for your comments, I hope to see you in your next vacations

8/10 Good

Ofelia

Travelled with partner
It’s under construction
Stayed 1 night in Nov 2023
Response from Gerente Operativo on 2 Nov 2023
Hola OfeliaYes, we are renovating our areas to provide a better experience in the near future.Saludos...