Courtyard by Marriott Ciudad Juarez

This was the worst stay I’ve had at this hotel, or any Marriott. My family and I have stayed here many nights and love it enough that we’re willing to pay two or three times more than at other local hotels. We stayed two nights this time, but the way we were treated made us feel like subpar customers. The trouble started when I paid at check-in. I’m American, have lived in Mexico for decades, and use an American Mastercard debit card. Most places here want me to run it as credit, and since it’s an American card, I can use it either way. I’ve never had a problem before. The machine said the payment was approved, but the receptionist said it wasn’t. I showed her my app, which clearly showed the charge, and explained I’d dealt with this issue before and other businesses helped me out. It was my only card to pay with. She was rude and defensive, showed no empathy or understanding, and only wanted me to accept what she said and pay with another card. She called her manager, Licenciada Laura, but she wasn’t helpful either. She quickly gave the receptionist a printout saying the payment hadn’t gone through. I was appalled. I told them how often we’d stayed and that I’d managed a Hilton hotel before. I also said the manager could override the system and make things right. We could easily have sorted out the payment the next day, but they didn’t care. Instead, the manager said I had to use a credit card and put a hold on it to guarantee the first night. I was so disappointed. Then I found out the receptionist had messed up the reservation. We’re Bonvoy members and had never had to pay separately for breakfast before, but the waiter said the next morning that ours wasn’t included. When I finally spoke to the manager in person that afternoon, I explained everything: the receptionist, the system, and the breakfast confusion. She listened but never apologized for any of it. She kept saying we were new members, so breakfast wasn’t included. That wasn’t true. I believe the receptionist did something to our reservation while booking us in for the night. In the end, the manager charged extra to include the next morning’s breakfast. By then I didn’t care about paying more, I was exhausted from being treated this way. Marriott should have staff who care about customers, and corporate should make this right. Please refund us or comp a few nights so we can try again.

La Señora Silvia and Agustin are such kind people, and the whole staff is the best. The breakfast buffet is amazing. We really recommend this hotel if you’re planning to visit Juarez.

The breakfast buffet is outstanding, better than most dinner places. Service is better than I’m used to in the U.S.A. It’s a great place for business visitors.

The sunrise view was nice, and it’s a quiet hotel. The buffet breakfast is one of the best I’ve had at a hotel, with hot food and good service. Most guests seem to be here for business.