Four Points by Sheraton Cancun Centro — Hotel in Cancún

Terrible property, and the staff (specifically Eric) I had to deal with were awful.

We had a flight cancellation on Dec 27. We spent several hours in the airport before being told we needed to book our own hotel rooms. I hopped online and booked this Four Points. A variety of rooms types were available on both third party sites and Marriott's own website. We booked a prepaid room.

My wife, 6 year old and I arrived at the hotel around 9 PM, maybe an hour or so after booking. We were told that they wouldn't check us in and had cancelled our reservation. To this day, we have no record of this cancellation or any communication.

I asked for an explanation from the front desk person, who didn't really give one other than they cancelled it. I asked to speak with the on duty supervisor (Eric) and he said it was because they were overbooked, and a computer issue was to blame. Sure I guess.

Where this property fails, and fails miserably is their approach to solving a problem created by their systems. I had asked Eric if they could help us find another room at a property nearby. They couldn't be bothered to lift a finger to help. They left us sitting in the lobby, with a tired, hungry 6 year old, to figure out where we could stay. Not a care in the world on the part of the staff. Asked for help getting a cab, nope. Too much effort I guess. Asked for a bottle of water, no chance. The absolute unwillingness and inability for Eric to do anything that could be considered customer service should be something both the property and Marriott take issue with. Problems happen, but how you respond and act is what leaves a lasting impression.

In addition, and almost laughably, the cancelled reservation didn't refund. Even though they apparently cancelled it, the 24 hour cancellation policy was in effect. It took multiple times of asking Eric for a letter stating they wouldn't let us stay so I could dispute this later. Eric tries hard to pat himself on the back in the letter stating "At all times our team tried to provide you with alternatives". No you didn't Eric. You and your team did nothing. I guess the good news is the letter did serve its purpose. With that as evidence I was able to appeal the charge and have it reversed.

I waited a month to post this because I did reach out to both Marriott and the property do see if they wanted to address it. Neither can be bothered to give us a call....So I guess we leave a review. Don't worry Eric, I removed your last name on the letter attached to this review. I will show you some courtesy, even though you couldn't be bothered to show...

Very welcoming staff members. Sara Alvarado, front desk member was very helpful in presenting all the current hotel guidelines upon my arrival and very helpful in procuring a suitable room for my extended stay. Throughout my entire stay, she was very instrumental in answering my many questions. Very professional. Thank you Sara😊

The rooms are very nice, especially if you have a city view facing east for the morning sunrise and a birdseye view of the hotel zone and beach areas of cancun across the bay. Especially nice at night when the buildings light up in different colors.

The restaurant was open when I was there. There's an outside seating area also, where I would recommend especially during this pandemic. Fresh air dilutes the concentration of the virus when inside rooms may get stagnated. The food prices were average for the area, the food was good and presented well.

The housekeeping staff was wonderful. You had options if you wanted housekeeping daily or on demand or just needed some extra items. Water was complimentary.

The rooftop pool was open along with the exercise room.

Local taxis are available directly outside the hotel in approved pickup spaces. Note: If you contact Uber or Cabify ride-sharing companies, they are not authorized to pick you up in front of the hotel, but anywhere down the street. Same for dropoff.

Flying into Cancun airport there's no Uber or Cabify available for transport from the airport. Only buses, vans and taxis. Taxis are 350-600 pesos one way to the hotel. ADO Bus service cost 100 pesos to the center of town and from there you can get an Uber or Cabify. Uber and Cabify can take you to the airport though.

However, once you're away from the airport you can catch uber or cabify to any location all around Cancun. Note:. There are buses (Route R1 displayed) that run back and forth throughout the hotel zone, but not to Sheraton Four Points. There's local shuttle vans that costs 20 pesos that go south to Sheraton and Hampton for example from the city center. They travel all the way South right outside the airport zone.

Sheraton Four Points is an excellent hotel to be able to spend time in the city center for shopping, and browsing the markets, etc, or to get away from the beach crowd, or to be able to get a head start to the airport at the end of your stay.

I would definitely...

We had a few neutral and negative experiences regarding our stay here. On the whole, this hotel served its purpose for us being nearer to the airport than the hotel zone, but I would not ever stay here again. Thank goodness we only stayed here one night.

The worst part was the first. The hotel cancelled our reservation without warning or explanation within 48 hours of our arrival. I called the Titanium Elite Service Line and they made a new reservation for me for the same dates at the same rate. They still had no explanation. Upon arrival at the airport, we learned that the airport shuttle advertisers on the Bonvoy website was offered via pre-arrangement only, so we needed to hire a pricey taxi to get there. The room smelled odd, and after discussing it for a while we decided the best way to describe it was "dirty feet." The hotel is not situated near anything (except car dealerships), so there isn't really a great view or attractions. We expected this, but thought there might be more to do at the hotel to occupy our time while we waited. The pool was freezing, so instead we sat next to it on the patio furniture, which had holes and was quite uncomfortable. The hotel also did not have the ability to charge our drinks to card on-file for the room, so we had to go back to the room to get a credit card at the end. The staff at the bar was one man, who was unable to be there to provide good service because anytime you ordered anything he had to physically go down to the restaurant on the first floor, wait for the food, and bring it up to you wrapped in plastic (like room service). The flan was truly the worst I have ever tasted. we spat out the one bite we took and left the rest at the vacant bar to be cleaned up when the staff returned. At breakfast the next morning, the hotel arranged a buffet-style service except you weren't allowed to serve yourself. Instead, you had to stand behind a counter and ask one person to serve each plate. There was no menu, so of course each person had to ask him what was on the buffet menu. He only spoke spanish, and not many guests at the airport hotel near CUN are fluent. We asked for eggs and received beans, asked for watermelon and received honeydew, etc. The coffee bar was no different, except that, like the pool staff, the attendant was not available (he was also...