City Express by Marriott Ciudad de México Aeropuerto

We arrived around 1:00 a.m. and were checked into a room that was already occupied. We walked in on a man asleep in bed, which was upsetting and uncomfortable for everyone. The next room smelled strongly of fresh paint, and wasn't clean: the coffee pot was dirty and there was hair in the bed. There were a few good points, including the hotel's proximity to the airport, friendly employees, 24/7 room service, and a bagged breakfast sandwich when we left. But there is no 24/7 airport shuttle. Transportation is only available "when possible," so we had to pay for Uber both to and from the airport. With a late arrival and an early flight, we put up with it and stayed the night. The occupied room and cleanliness problems point to serious issues with operations and staff training. We wouldn't stay here again. I hope they take this feedback seriously and improve guest safety, cleanliness, and front desk procedures.

The hotel is in a good location, and the staff try their best to give good service. They also let me leave my suitcase in their storage room free of charge for 10 days, which was exceptional. I was on the ground floor, and the room door didn't block much sound, so sleeping wasn't great. I guess it depends on where your room is.

I booked this place for two reasons: it's near Zocalo and part of the Marriott network. But the room and service fell well short of what I'd expect from Marriott. The room is small and probably around 170 square feet. The shower, nightstand, cabinet, and other items looked worn. The hair dryer didn't work, and when I asked for another one, they couldn't provide one, so they moved us to a room with a working dryer. There were ants in the room. The complimentary breakfast was okay, but the noise at night was the biggest problem. My wife couldn't sleep well during our stay. It felt like Motel 6-level facilities and service. The hotel advertises an airport shuttle on its website and the Marriott app, but it doesn't exist. I only found that out after planning around it and arriving at the airport with no shuttle. It happened more than once, and each time I had to scramble for a last-minute alternative. For an airport hotel, the shuttle can be the whole reason someone books, so advertising it when it's not provided is misleading. One morning, the water went out without warning during peak time, when guests were getting ready to leave for flights or meetings. There was no notice, apology, or explanation. I expect hiccups at a budget property, but this is a Marriott and it isn't meeting the brand's standard. If you're flying in and counting on a shuttle, make your own transport plans, allow extra time, and know what you're booking.

The waiters Cesar and Rebecca gave us amazing attention, and the service was great. I loved the little afternoon snacks. Breakfast was okay. The mattress was really hard and hallway noise was annoying. Fine for a night or two.