City Express by Marriott Cancun — Hotel in Cancún

Terrible Customer Service & Dishonest Staff Avoid This Hotel!||||I recently had an extremely disappointing experience with this hotel, and I feel compelled to warn others. I had a reservation, but before canceling, I called the hotel directly to confirm whether I would be eligible for a refund. I spoke with a staff member named Anna, who clearly assured me that I could get my money back. Based on this confirmation, I canceled my booking through Booking.com and rebooked my stay elsewhere.||||After canceling, Anna suddenly backtracked, saying she was not authorized to issue refunds something she failed to mention earlier. To clarify the situation, I contacted Booking.com, who confirmed in writing that the hotel had agreed to process my refund. I was relieved until I received an email from the hotel denying the refund altogether.||||When I called the hotel again to sort this out, they kept putting me on hold repeatedly, wasting my time instead of addressing the issue. Eventually, they Sayed today Monday the 10th of February that there was no manager in tne hotel because it was weekend… I reminded the lady that it was Monday not weekend , she pitted me on hold again for at least ten minuts and then she Sayed i coupd zend a complain email to the manger and she gave me this email address t escalate (cecht.front@norte19.com) this email adress was not working and in addition they were truly not professional involved and obviously not taking customers seriously.||to file a complaint with the manager…. ‘ I have stayed at many marriot hotels in Marco island, San Diego, New York and I always rank the marriot with 5 stars … but this hotel can not keep the name marriot hotels because the service is so I Mens unprofessional , uneducated and absolutly rude.||||essentially passing me around instead of taking responsibility for their mistake.||||This is nothing short of deception. If the hotel had informed me from the start that no refund was possible, I never would have canceled my booking. Instead, I was misled by their staff, only to have them completely change their stance afterward.||||I travel frequently and stay at Marriott properties all over the world, but this experience has shattered my trust. Their unprofessionalism and dishonesty are unacceptable. If you value transparency, good service, and a hotel that stands by its word, do yourself a favor and...

I had a reservation at the Junior city express in Cancun for 10 nights. I got on a plane on thinking everything is confirmed and I was expected to have a room at this hotel. My airport transfer dropped me off to the hotel and a lady in reception named America informed me my booking had been cancelled by city express because of some sort of made up issue with my card. I just want to clarify that there is nothing wrong with my card and it works normally. On booking.com it did not give me an option to pre-pay the only option was pay at property. Which brings me to my next issue, why were city express trying to take funds out of my card and even cancelling my ENTIRE reservation when I was due to pay at property. Meanwhile, I spent 1 hour of my time being told at the hotel by America and another lady who I am assuming is the supervisor who was extremely rude to me and ignored me while I was literally very upset and explained to them I am a solo female traveller and they had no sympathy whatsoever. Perhaps that lady was the one who cancelled my reservation because she could not look me in the eye once. I was treated so disgusting I would not wish that on another human being. America told me there are no rooms available even though 1 hour ago my reservation was still confirmed. I showed them my email reservation and asked if we could proceed with my booking because I could not believe what was going on. They basically told me who is a female who is solo travelling to leave and go elsewhere. At that point I had been up for almost 24 hours travelling. These people in reception had no human understanding and wasted 1 hour of my time. Perhaps they saw I was a booking a room for one person and cancelled my booking to give to someone else perhaps for 2 people so they can make more money. Do not waste your time with these...

I had a reservation at the Junior city express in Cancun for 10 nights. I got on a plane on thinking everything is confirmed and I was expected to have a room at this hotel. My airport transfer dropped me off to the hotel and a lady in reception named America informed me my booking had been cancelled by city express because of some sort of made up issue with my card. I just want to clarify that there is nothing wrong with my card and it works normally. On booking.com it did not give me an option to pre-pay the only option was pay at property. Which brings me to my next issue, why were city express trying to take funds out of my card and even cancelling my ENTIRE reservation when I was due to pay at property. Meanwhile, I spent 1 hour of my time being told at the hotel by America and another lady who I am assuming is the supervisor who was extremely rude to me and ignored me while I was literally very upset and explained to them I am a solo female traveller and they had no sympathy whatsoever. Perhaps that lady was the one who cancelled my reservation because she could not look me in the eye once. I was treated so disgusting I would not wish that on another human being. America told me there are no rooms available even though 1 hour ago my reservation was still confirmed. I showed them my email reservation and asked if we could proceed with my booking because I could not believe what was going on. They basically told me who is a female who is solo travelling to leave and go elsewhere. At that point I had been up for almost 24 hours travelling. These people in reception had no human understanding and wasted 1 hour of my time. Perhaps they saw I was a booking a room for one person and cancelled my booking to give to someone else perhaps for 2 people so they can make more money. Do not waste your time with these...