Marriott Tuxtla Gutierrez Hotel — Hotel in Chiapas

I'm currently at the Marriott in Tuxtla. TERRIBLE front desk staff. I walked up to the guest services receptionist today at 3:30PM because she was standing next to the Bonvoy Elite sign. She was working on her calculator - which she did not stop doing when I walked up. Meanwhile - not wanting to bother her and figuring she would help me in a second - I put my reservation print-out, Marriott Visa and ID on the counter. Without ever speaking to me - No "Hello/Welcome/Good afternoon" - she took the items off the counter and brought them over to two colleagues behind the counter. She laughed and I heard her say something about check-in, at which point BOTH receptionists turned, looked directly at me and laughed. ?? Not in a welcoming manner. She walked back over to me and didn't say a word. Not one word. Confused, I said "Should I check in over there?" She shrugged and said yes. I said "I came over here because the sign is here." She said "It's OK" This conversation took place in Spanish. the thing to say here is "Hi -welcome. I'm sorry, my colleagues will attend to you - etc" I walk over to the two other receptionists who are still laughing - at what I don't know - and I said "Is everything OK? I went over there because the sign said to." She continued to laugh and said "It's OK" I said "Because my going over there seemed very funny to you." She shrugged and started checking me in. The thing to say here is "Welcome - I'm sorry my colleague could not attend to you but I am happy to. Let's get you checked-in, etc." Again, nothing from the Daniela - the laughing receptionist. No pleasantries, no how are you, no welcome, nothing. Not even Hello?? What was that about? First impressions matter - they set the tone for the visit. And they left me with a terrible first impression. Luckily the bellman, lounge staff and restaurant staff have had better training. They need to retrain the front desk - you are only as good as your training. This is not how you...

This hotel is charging guests about 10% more than the confirmed rates. Marriott hotels can choose what currency to advertise on Marriott's web site, but most in Mexico choose USD so they can take advantage of this "scam" whereby they have to convert the USD price to Mexican pesos at a rate they choose (not the market rate). That rate ended up with a charge to my credit card of 10% more, in USD, than the price I had agreed to pay.

I brought this to the attention of the management and they held firm that it was within their right to do and started talking about floating rates and banks setting different rates. Another Marriott tried the same thing, while a third that also advertised in USD used the exact exchange rate on the day of my checkout resulting in my card being charged the exact USD I had agreed to when I booked the property. So the properties have the option to use the market exchange rate, but most in Mexico use an inflated rate.

Watch the amount they try to charge you at check in. If you're okay paying more than you agreed to pay, you'll have no problem. If you only want to pay the rate you agreed to, you're in for a struggle.

The property itself is a bit confusing from a design perspective, but the lobby is really beautiful. Restaurant staff were amazing each of our 6 days. By the second day they already knew our names and that one of us liked sugar and milk with our coffee. The room itself was comfortable, though a bit dated. Hot water worked well and house keeping was great. Due to COVID the executive lounge was closed. We also were not offered a suite upgrade even though we are Platinum members (two suites had lights on at night so I presume they were open, and we didn't make a request for an upgrade). Lots of nearby restaurants, many American. Location is a bit outside of the main centro, but you're probably not in Tuxtla to tour Tuxtla.

Overall, I'd stay again, but only if the property stops with the currency...

Im a Bonvoy Member and stayed on Marriotts around the globe, I’m so sad to say that this is the worst in my own country.|The hotel, looks very old everywhere. There is zero maintenance, Front desk very cold feeling, normally a nice front desk invite you to stop by.. well not the case here. We had lunch at the restaurant that took 45 minutes to get to the table with an empty restaurant only 2 or 3 tables at the time. No air conditioning it all. They had this big floor fans that helps a bit but come on!!!!, this is a Marriott not a 2 start hotel. |We originally book a 3 night stay but we leave one night early and cancel another extra night at the end of our trip. |I reserve a 2 double beds City View deluxe room. They give me room 247 with a terrible parking view room. I call front desk and they change us to room 518 on the 5th floor, on that change we lost my daughter’s Oaxaca handcrafted backpack, we were not able to recovered. |In the bedroom our bedsheets and bath towels were ripped off. It feels terrible to use them. Worse case at the pool, I took my youngest kid for swimming, there was no pool towels, I ask a gentlemen for some y that took 35 minutes and when they arrived, the towels conditions were worse than a mechanic shop, juts terrible condition.|We ask for an extra sheets for the sofa-bed that took 90 minutes to get there. |On our second night, there was tremendous party with a high volume somewhere at the main boulevard that ends close to 4 am. You feel the music as it was next door. (I know the hotel can’t control that, but they can invest on some new technology glass with noise reduction ) again, this is a Marriott!! |Our room neighbors were drinking and being loud until 5 am. Terrible.||We decided to leve in the morning and cancel our next reservation. So disappointed about...