City Express Suites by Marriott Tijuana Rio — Hotel in Baja California

I stayed here during the second week of May this year, 2022. I drove down from LA for my cousin's surgery and was planning on staying in the hotel the entire time to be there if she needed me. So, I was nervous about the accommodations that I would be spending almost a week in, all day and all night. It turns out that I was very pleasantly surprised and that City Express Suites Tijuana Rio surpassed my expectations by much! Starting with the parking attendant, the level of professionalism and polite attitude was 10/10. The doorman directed me to the front desk where I was further helped by busy, but friendly staff who took time for me and made sure I understood everything. My room key got me into the elevator and only to my floor, which made me feel safe! My room was very spacious and had everything and more that I could need to stay for a day, a week, even months at a time. The kitchen was clean and stocked with cooking utensils and even some water! The bathroom was also clean and was stocked with towels and soaps as well. The room key also got me into the gym they had on the same floor as the main desk. It was such a nice, quiet, cool gym that I went every day I was there! The hotel itself is very conveniently located to a gas station/convenience store, as well as dozens of restaurants, such as sushi and fresh salad/health eating. Every morning I walked across the street to get a newspaper and then ate breakfast at a little restaurant adjacent to the clinic my cousin had surgery in, called, “Ambrosia Café & Sandwiches.” It’s a family-owned place and the owners are so nice and friendly and accommodating! The hotel is less than 10 minutes’ drive from the border, and less than 10 minutes’ Uber from the downtown area and great restaurants, such as Cesar’s (Famous for THE Cesar Salad)! Finally, I parked my personal vehicle in their parking structure, and had plenty of room, and close access to elevators. I never felt unsafe with my car parked there. Overall, I would rate my stay here as a 10/10, and feel confident that I have a safe, secure, convenient place to stay whenever I want to visit Tijuana again! Thank you, City Express Suites...

We had a very bad experience with costumer service.

We booked two rooms for 3pm. We got to the hotel a bit early and asked if our rooms were ready, but we were told to wait some more. It then was 3:15pm and we were still waiting there for somebody to tell us something, but nobody did so. It was only when we walked up to the counter and asked again that they finally gave us our keys. (I wonder how long they would've left us sitting there if we hadn't said anything.) We went to our rooms and there were no towels at all in neither of the bathrooms of the two hotel rooms. We headed to the loby and let the woman at reception know. She told us to wait for them a bit, so we went out to eat and came back after 2 hours... And there were still no towels at all. We told the woman again and she asked us to wait some more, so went out for a walk, came back at 7:30pm... And there were still no towels. Again, we told this to reception and the woman told us that there weren't any towels left and that we would have to wait about an hour. I don't understand how a hotel can run out of towels. There should be a pair of towels for each room, even if they're dirty it shouldn't take 4 hours to wash two pairs of towels. We then went to our rooms and tried to connect to the wifi, however it wasn't working for either of us. We called reception from our rooms and after a couple of minutes they finally started our accounts, but they should've been working since 3pm. Conclusion: This hotel is in a good area near a mall and the rooms are okay. However, customer service at reception was horrible and the attitude of the receptionists was very poor. Specially the woman who showed annoyance to us when we asked for the missing towels. The rest of the workers were really nice though and kindly carried our...

Absolutely Disgusting. Never Coming Back.

This place is filthy. The floors were so dirty they left the bottom of my feet black—like I walked through a garage, not a business. There was hair all over the floor, actual buggers smeared on the wall, and the restrooms? Straight-up nasty, take a shower after taking a shower!! The windows were foggy and covered in grime—like no one has cleaned them in weeks. On top of the disgusting environment, the service was unprofessional, dismissive, and clearly didn’t care about it. This place should be shut down for health violations. I regret ever walking in. Is this how they clean, don’t even think about eating in the hotel.

Pictures by request. Do not stay here!

07/27- After Hotel Response

I read your reply and frankly, it’s dismissive. I stayed in two different rooms over two different nights, back to back, and both were equally filthy—no reporting needed when the problem is consistent and visible. My feet turned black from walking on your floors, boogers on the wall and hair on the floor and bathroom…. That’s not a fluke, it’s neglect. Your lobby staff never greeted me, never smiled, never acknowledged guests walking by. That’s not hospitality—it’s bare minimum disengagement. Saying you’re committed to cleanliness and service means nothing if you don’t deliver. Instead of pushing the blame on guests for not reporting things, do your job. Walk your halls. Inspect your rooms. Train your staff. Until then, your “standards” are just words—not reality.

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