City Express Plus by Marriott Cancun Aeropuerto Riviera

Recent Reviews: 140

• User:czechmeoutt

  Trip type: Family

  Dirty, terrible hotel with free shuttle to airport, next to shopping center

  15 Dec 2025

  The location is convenient near to the airport. Free shuttle provided by the hotel. Also close to the shopping center so have choices of restaurants to eat from. Breakfast is good with an array of hot and cold items. Staff is pleasant. The best thing was that how dirty the rooms were we didn’t catch any bed bugs or anything like that. If you need a place near the airport it’s good otherwise this place is terrible. Terrible, dirty, dirty, dirty. The first room we received was so moldy the smell hit you so hard as soon as you opened the door, and of course the windows don’t open. Had to request a new room. Though all the rooms have spots of mold on the ceiling and walls. Didn’t have towels in the rooms had to ask for them. The two rooms we booked were both dirty! The floor cleaned only surface level. The trash baskets had residue of filth, one of the rooms even had a shoe print on the sheet. The sheets had stains, they smelled washed but were not crisp & clean for a Marriott standard.

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• User:vincentrossotravel

  Trip type: Family

  A Complete Disaster - Avoid This Hotel at All Costs!

  23 Aug 2023

  My recent stay at City Express Suites by Marriott Cancún Aeropuerto Riviera was nothing short of a complete disaster, leaving me utterly appalled and regretful for ever choosing this establishment. Every aspect of my experience was marred by incompetence, negligence, and a complete lack of respect for their guests.The receptionist's attitude was shockingly terrible, setting the tone for the entire stay. Their rudeness and lack of courtesy were unmatched, making us wait for a mind-numbing hour before finally granting access to our room. This level of disrespect was not only disappointing but deeply disheartening.Upon entering the room, I was met with a scene of absolute horror. Hairs littered the floor, the bed sheets appeared untouched since the previous guests, and the bathroom was a nightmare of human hair and filth. It was as if the concept of cleanliness was completely foreign to the staff of this hotel.Adding to the litany of issues was the shockingly dysfunctional state of the airport shuttle service. Despite their claims of offering such a service, it was nonexistent during my stay. I called the hotel more than three times, each call costing me additional fees with my phone operator. To my exasperation, both the hotel's phone number and the supposedly provided WhatsApp number for shuttle booking were dead ends - a true testament to the hotel's abysmal attention to detail and guest communication.The fact that their airport shuttle service, a basic offering for any airport hotel, was non-operational is simply inexcusable. This left me with no choice but to arrange my own airport pick-up through a third-party company, incurring further inconvenience and additional expenses. For an establishment that claims to cater to travelers' needs, this was a shockingly inept display.Furthermore, the issue of payment compounded my woes. Despite having paid via my AMEX card through the Booking.com application, the hotel went ahead and charged me again upon arrival. This blatant disregard for guest records and financial integrity left me fuming, especially given my professional background in the Hospitality and Travel industry.In summary, City Express Suites by Marriott Cancún Aeropuerto Riviera is a hotel that I wholeheartedly recommend avoiding at all costs. From the repugnant receptionist to the hour-long delay in room access, the deplorable cleanliness, the nonfunctional airport shuttle service, and the mishandling of payment, this hotel embodies everything a traveler dreads. The fact that their basic communication channels were dysfunctional only underscores their incompetence. As someone who works in the Hospitality and Travel industry myself, I am left utterly disappointed and frustrated by the sheer lack of professionalism and care exhibited by this establishment. If you value your time, money, and sanity, do yourself a favor and steer clear of this nightmare of a hotel.

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• User:ddewitt99

  Trip type: Couples

  Dirty, poorly maintained with a horrible shuttle.

  24 Jun 2023

  Dirty hotel, from the lobby to the 3 rooms we saw before finally accepting that we picked a crappy hotel. The shuttle has a crazy booking procedure. the driver left a family with a small baby behind at the airport at 3 am so he could drive back to the hotel to verify their reservation. Cityexpress Suites Cancun Aeropuerto Gerencia, Director General at City Express Plus by Marriott Cancun Aeropuerto Riviera, responded to this review Dear ddewitt99, As I mentioned in the previous comment, our process for reserving airport transportation is done in advance, since our drivers must carry a travel manifest with the names of the people they will pick up upon entering the airport, otherwise they may be penalize or remove permission. On the other hand, you asked to leave at 6 in the morning along with other people who also booked at that time, but you wanted us to wait for you to have breakfast, which is disrespectful to the rest of the guests, so you have to take a taxi. That is not mentioned on your comments

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• User:Tour819089

  Trip type:

  Busquen otros hoteles, eviten este y el de al lado, son parte de la mafia de los taxistas

  07 May 2023

  Beware of this hotel, happened to me twice already that the staff is "unintentionally" making mistakes when booking your transportation, or leaving you there and immediately offering you 30-50 usd private taxi to the airport. Of course they get a cut from it and do not care. First time, "new girl" messed up my shuttle booking and I lost my flight, this time, guy from the shuttle who we personally talked to and explained last story left us when he saw us coming downstairs. Bell buttons and cleaning staff all thristy to get the private taxi cut. Rooms not clean and this time horrible stink of humidity because rooms have no ventilation or extractors. No windows, not enough towels. Breakfast was a scam. You have to basically ask for forks, glasses, cups, more juice served to the bar, more fruit, as they don't dispense it even though people ask. While on the pool I overheard staff conversations about guests who left walking the hotel because the private taxi wanted to rip them off. At the end, they didn't care I was there alone with my kids, we had to walk further from there and grab a 10 usd uber who was absolutely great and polite and understanding. Of course, our Uber driver told us even shuttle staff from the hotel have been involved in physical fights with uber drivers are they are "stealing their business". Just stay away from here. Cityexpress Suites Cancun Aeropuerto Gerencia, Director General at City Express Plus by Marriott Cancun Aeropuerto Riviera, responded to this review **Su reseña ha sido reportada por infringir acusaciones falsas**

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• User:NiclasF59

  Trip type:

  Horrible experience

  22 Jan 2023

  We had a really bad experience a City Plus Aeropuerto Cancun. Even without people waiting the check-in took 45 min. The breakfast was not much, almost empty on most things.When leaving the hotel several taxi drivers blocked the passage for the car and came out with bats, the security personnel from the hotel stood next to and did nothing. Avoid this hotel for your safety. Cityexpress Suites Cancun Aeropuerto Gerencia, Director General at City Express Plus by Marriott Cancun Aeropuerto Riviera, responded to this review Estimado Niclas, por lo que respecta a la situación de los taxistas contra la plataforma de Uber en en general en todo el estado, y para evitar que les suceda esto es que ofrecemos el transporte incluido el cual tengo entendido usted no reservó ya que lo requería a cierta hora que ya estaba lleno el espacio. Recomiendo informarse sobre los servicios incluidos previamente ya que nuestro desayuno incluido es estilo continental (variedad de pan, jamón, fruta, jugos, leche, etc)

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