City Express Junior by Marriott Ciudad de México Sullivan

I booked a five-night stay three months ahead, but the hotel cancelled it when I arrived at 6:40 PM on check-in day. Check-in starts at 3 PM, and no email or policy said reservations would be cancelled after 6 PM. The staff said it was because of the busy Day of the Dead weekend and that they’d given my room to walk-ins. My flight from Cancún to Mexico City was delayed four hours, which is why I arrived late. Even after I explained, they refused to reinstate my booking. All they offered was a small twin-bed room for one night. It wasn’t very clean, with stains on the sheets and pillows, so I had to find somewhere else for the rest of my stay. I spoke with the manager the next day but never got a clear explanation for the cancellation, even though they had a valid credit card on file. It was an extremely frustrating and stressful experience. I hope they improve their booking policies and communication.

I’ve been a Bonvoy member for over 10 years, and this was the worst stay I’ve had at a Marriott. The hotel manager was unbelievably rude and showed no concern for guests. A terrible experience. Don’t stay here.

The beds felt new and comfortable, and my queen bed was especially good. The air conditioning ran quietly, the bathroom had basic toiletries, and you could buy extra items and snacks downstairs. There are modern, clean laundry facilities on site, which I used several times. I expected fewer services because of the hotel’s scaled-down concept, but there was daily full room cleaning without needing to request it, and a full hot breakfast that varied from day to day. The front desk and security were staffed around the clock. Security seemed more like welcoming ambassadors and doormen, which made sense in this clean, safe neighborhood. Most of all, the service was outstanding, easily better than at most mid-tier hotels. Everyone I met was gracious and helpful. Special thanks to Janet E. at reception and Scarlet in the breakfast restaurant, and apologies to the other staff whose names I didn’t catch. I don’t speak Spanish, but that was never an obstacle. Some staff spoke English, and others were glad to use Google Translate. Every interaction came with a smile. My stay exceeded all my expectations. 10/10 for service!

It was easy to get to the places we wanted to visit, and the hotel itself was clean and comfortable. The beds were good, the staff were nice, and breakfast was good too. I had a great stay.