City Express By Marriott Cancun Aeropuerto

We had a nice buffet breakfast with several choices, and the pool looked great. The shuttle worked perfectly both ways. For communicating with the staff, I'd suggest using a translation app to message them in Spanish on WhatsApp. I don't understand all the negative reviews. It was a good place to stay before a flight.

The shuttle mess set the tone for a terrible stay at City Express by Marriott. After a long flight, we waited almost an hour, until 11 pm, with our two young kids, and no shuttle showed up. The hotel replied on WhatsApp that it would arrive soon. Later they sent a picture claiming it was there, but we were at the pickup spot and certain there was no shuttle. By then we couldn't keep waiting. We took a taxi instead and ran into scammers. A man said he was in touch with the hotel, put us on the phone with someone pretending to be a hotel manager, and persuaded us to take a taxi by promising reimbursement. The hotel later refused to pay us back. The driver also said my Mastercard was declined, so I paid cash, but the card charge went through too and we paid twice. Management was “unavailable” before we left and has ignored several emails since. It gave us the impression they might even be working with the taxi scammers. The whole experience was awful. If you stay here, don't trust the shuttle service.

We spent two nights here in transit, and I wouldn't recommend it. The free airport shuttle is a plus, but the staff checking us in around 10 pm weren't friendly. At first the room seemed okay, then we found the TV had no signal and my friend's phone couldn't get on the Wi-Fi. Reception said there was nothing they could do, so we had no TV or Wi-Fi for either night. There was just one bath towel for the two of us, and I had to dry off with the floor towel. The windows were dirty, the shower curtain was too short and let water splash out, and the bathroom had no ventilation. Breakfast was the usual cereal and scrambled eggs, nothing special. It's near the airport, though taxis have to drive seven minutes to the airport to make a U-turn. It was expensive, and the room and service didn't live up to the Marriott name. Disappointing.

The drivers were all friendly and welcoming, and the free shuttle and airport location are the hotel's only real pluses. The staff otherwise came across as unprofessional. Our room was spacious, but there was no hot water. At night we could hear housekeeping talking and laughing in the corridor. Breakfast was disgusting. We arrived at 11 pm and room service wasn't available, so the nearby 7eleven was the only option for a sandwich or something to eat.