City Express by Marriott Tijuana Río

I felt safe walking around the neighborhood, even at night, but the location was harder for me than I expected. It was farther from the parts of Tijuana I needed to visit. The room was clean and the maid service was great, though it was small and had no closet or space to unpack clothes.

After a seven-hour drive, I found out at check-in that the king room I’d booked through Expedia for two nights wasn’t available because the hotel was overbooked. The front desk said the manager wasn’t there when I asked to speak with them. Expedia tried to sort it out and offered a credit, but hotel staff said there were no rooms and wouldn’t help. That left me with nowhere to stay, so I slept in my car in an unsafe area. The hotel showed no accountability or concern for guests. This caused a lot of stress and inconvenience and put my safety at risk. I strongly recommend avoiding it.

We called at 3 PM to say we’d be checking in late, and were assured our room would still be there. But when we arrived at 10 PM with our two adults and one child booking, they refused to let us stay, claiming there was only one bed for three people. That was exactly how we’d booked it by phone the day before. A woman waiting behind me helped argue with the front desk, but they were unprofessional and unhelpful. We offered to pay extra for a different room, and were told none were left. A maintenance worker said the desk had used that excuse after giving our room to walk-in customers. They didn’t honor a paid reservation.

I’ve just checked in, and the room is in unacceptable condition. The bed was left unmade, with rumpled sheets that looked used, and the bathroom had visible grime and an unpleasant odor. The whole room smelled stale and musty, making it uncomfortable to stay in. This raises serious concerns about cleanliness and hygiene. I expect the room to be thoroughly cleaned right away or to be moved promptly to one that’s properly serviced. I’d also like a formal reply to my complaint and some compensation for the inconvenience. Lilian Z