Courtyard by Marriott Puebla Las Animas

The air conditioning smell was the main problem this time, and by the end of the stay my clothes had picked up that musty odor. It’s a real letdown because I’d stayed here several times before and had great experiences, which is why my family and I kept coming back on vacation. I hope management fixes the maintenance and service issues, because I’m no longer confident about staying here again. On day one, the room smelled damp and moldy when the A/C was running. It was much worse the next day. I called the front desk on the third day, my last night, and a technician came. He removed the cover, sprayed a little water on the radiator, said nothing was wrong, and turned the A/C way down. It blew cold air for a while, but when it reached the set temperature and went on standby, the bad smell came back. The technician spoke down to me, as though guests wouldn’t understand what was going on. I’m not a professional, but I’ve dealt with air conditioning systems before, and it was clear the problem hadn’t been fixed.

The people who made my stay better were Masiel, Ana, Andres, and Julio. I appreciated how kind and professional they were. As someone who works in hospitality, though, I was disappointed by how little attention was paid to guest comfort and service standards. I spent 26 nights here, and this was the first time I’d had serious problems at a Marriott property. The hotel changed its access card system partway through my stay, so for several days I had to carry one card for the elevator and another for my room. The iron was in such poor condition that I couldn’t use it. Items in the bathroom cabinet were moved without my permission, and the toilet wasn’t properly cleaned, so I bought a brush and cleaned it myself. There was also an unpleasant room odor, perhaps from strong-smelling detergent, or perhaps from no detergent at all. I bought an air freshener. Nearby room renovations made persistent noise that got in the way of both rest and work. The pool water looked unclear on both occasions I went. When I asked about upgrading rooms and said I’d pay the difference, the rate quoted was excessive. I was told the manager would follow up, but nobody ever contacted me. On arrival, neither the air conditioning nor the refrigerator worked. When I raised the refrigerator problem, I was told some units worked “more or less well.” Appliances should work properly or be replaced. The bartender at the bar didn’t seem to know basic drink preparation, which may explain why it stayed empty even on evenings and weekends. That staffing choice undermined the guest experience and the hotel’s service quality.

I was here for 17 nights, and the experience fell short of what I expected from a hotel carrying the Marriott name. I’m usually not fussy about accommodations, especially on a short trip, but I’m unlikely to return. The room had an unpleasant smell, so I bought an air freshener. There was a space for a mini fridge but no fridge to begin with. I asked twice before one was finally installed. The safe didn’t work until I reported it to guest services and it was repaired. The iron was poorly maintained. On my first use it left oxidation and mineral buildup on my clothes, which I had to clean off by hand. The shower head hadn’t been cleaned properly either, and the water came out unevenly, more like a splash zone than a relaxing shower. The ceiling above the shower was cracked and flaking, with what looked like mildew, possibly from a leak. Flying insects were getting into the room, apparently because the sewer siphoning wasn’t right. I’m not sure what species they were, but I do have a photo if needed. The person working as bartender in the lobby also seemed to lack experience, which was disappointing.

A clean, well-located hotel, and the staff on both the day and night shifts were very courteous. It looks a little old, but it’s clearly well kept. The fridge didn’t work, though I didn’t use it. Breakfast can be added for about 250 pesos.