City Express by Marriott Reynosa

The staff were amazing, friendly, and happy to help. There’s an accessible entrance, gated parking, late checkout for registered guests, a big window that lets in lots of light, and showers with great pressure. The lobby has ice, hot water, coffee, and tea, and there’s a vending machine with toiletries and snacks. A few bulbs and fixtures were bad, but they didn’t take away from my stay.

I’d stayed here a few times before and chose it again because it had been a pretty decent hotel. This time, though, it seemed badly neglected. There was a very bad smell and stains on the walls. That was my worst stay here, and I definitely won’t come back.

The customer service was awful. I booked online because the hotel advertised a complimentary shuttle to Reynosa airport. My confirmation said to call and arrange a pickup, but when I asked for a 3:30 AM shuttle, they told me the service only runs limited hours and couldn't meet my needs. I then asked to cancel. The receptionist said cancellations had to go through their reservation line, an 800 Mexico number. I couldn't reach it from the US, no matter how many times I tried. After that, I called the hotel four more times, and they ignored every call instead of helping me. This is by far the worst customer service I've had.

We came as a family for two days. The first room smelled strongly of sewer, and reception said there were no other rooms. When I asked for a refund, suddenly one became available. We moved, but that room was worse: the AC was extremely loud, and the shower was lukewarm at best with almost no pressure. I had to lean against the wall to shower. The phone didn't work either, so I went down to reception. They said maintenance started at 10 AM, even though it was 7 AM, and there were no more rooms for us to move to. In the end they did nothing and said from the start that a refund wasn't possible. A maintenance person eventually came and said only this room had a problem and that we should be moved...