Residence Inn by Marriott Cancun Hotel Zone

Housekeeping was poor during our three-day stay. A table still had dust and food bits on it, and no one cleaned it. They didn't replace the towels either; we used the same ones for two days and only got fresh ones after asking. There was just one roll of tissue by the sink, and they gave us only one water bottle for the whole stay. Breakfast closed at 10 a.m. The staff shut the kitchen and took away the coffee machines and water dispensers even while guests were still eating. The food wasn't good, and having to rush through breakfast on vacation was unpleasant. I think it should stay open until 11 a.m., like other places I've stayed. For the money, the service was very poor, and I wouldn't recommend this hotel.

From April 14 to 17, we had one of my worst hotel stays. Our suite smelled strongly on the first day, but when we told the front desk, they said housekeeping and anyone else who could help were unavailable. We even considered paying extra to move rooms. Later, banging noises disturbed our stay. I asked the manager for a refund so we could leave for another hotel. They urged us to stay and offered a refund for one night along with a different room, but the replacement was smaller than our original suite. I've been trying since then to follow up about the refund, and manager Juan del Peral avoids addressing it and won't speak with me properly. The service and response felt unprofessional, and the whole experience was deeply disappointing. I wouldn't recommend the property.

The rooms are great and the service was good, but getting here is a bit inconvenient and you'll need a car. I took a star off because they seemed afraid of my dog. Kasia is my service dog, fully obedience trained and socialized for any situation. Marriott International policy follows U.S. ADA law, and staff need better training to accommodate guests with disabilities. This is a training issue.

Our flight was canceled and the airline sent us here for the night. We were given wristbands supposed to provide $20 credit for dinner, snacks, or nonalcoholic drinks. At the snack bar, food took over an hour, and eventually staff gave up and sent everyone downstairs to a buffet. It was just hot dogs, fries, and cauliflower, with no other options and no water, only orange juice. After already waiting for hours, most people didn't get food until after 9 pm. The fire alarm was blaring the whole time. When we later tried to use the credit for a bottle of water, staff said the buffet had voided it. That meal was nowhere near worth $20, and we weren't even given water with it. At the bar, they also combined our check with a person sitting next to us, even though we weren't together, and refused to split it. We had to sort it out with him ourselves and get him to Venmo us for his drinks. The hotel and staff showed little care or understanding. Very disappointing, don't stay here.