Courtyard by Marriott Cancun Airport — Hotel in Quintana Roo

This was hands down one of the worst hotel experiences we’ve ever had—and it wasn’t even our choice to stay here. Our Volaris flight got delayed, and they put a group of 12 of us up at the Courtyard Marriott for the night. What followed was a disaster.

First red flag: the hotel shuttle they sent only had room for 10 people. Instead of going in shifts or figuring out something fair, my wife and I—who were actually there first—were told to sit on the floor of the van while the rest of the group took the seats. Super unsafe and disrespectful.

Once we arrived, it didn’t get much better. The 10 people from the van rushed the front desk, which only had two staff working. So even though we got there first, we ended up waiting the longest. That part wasn’t really the staff’s fault, but the disorganized mess of it all just set the tone for a frustrating night.

Volaris had told us that all meals would be covered buffet-style. Turns out that was a lie—or the hotel just wasn’t honoring it. The front desk told us only breakfast was buffet-style, and for lunch and dinner we got a $200 MXN (about $10 USD) credit per person. Sounds okay until you realize most of the meals were at least double that. It honestly felt like the hotel was trying to get paid twice—once by the airline and again by us. Shady.

Then breakfast was another joke. The buffet cost $400 pesos per person—again, double the amount Volaris supposedly covered. If we didn’t want to pay extra, we were stuck with the “American Style” breakfast, which was basically a sad little spread: some sliced meats and cheeses, a bit of yogurt, and scrambled eggs. Nothing close to $10 USD worth of food, and definitely not worth the extra charge if you wanted anything from the actual buffet.

And here’s another weird one: I tried to add my Marriott Bonvoy number to get credit for the stay, and the front desk told me no, flat out. But then I get an email later saying a new Marriott Bonvoy account was created in my name for this stay. Feels shady—like maybe the staff gets some kind of incentive for creating new accounts, so they denied my request and made one themselves just to get the credit.

The only good things? The room was clean, and the pool was heated. That’s it.

But even that got ruined when someone from the hotel knocked on our door at 8am and immediately walked in without waiting. They said they were just checking to see if the room was occupied… How would they not know that when we checked in and got key cards the night before?

To top it all off, our flight wasn’t until 3:55pm, so we asked for a small favor—late checkout at 1pm instead of 12. They didn’t even check availability, just hit us with a cold “no,” and said we’d be charged for another day if we stayed longer. No flexibility, no effort to accommodate, nothing.

In short: customer service is trash, the food situation is a scam, and the whole experience just felt like a cash grab from desperate travelers. Avoid this place unless you have literally no...

We have tried to get in touch with the hotel itself but management is unresponsive. Only a standard email. While at check out it was guaranteed that management would contact us and that everything would be compensated. Unfortunately not reliable.

After check-out we also sent this email to the hotel.

1. We arrived in Cancun late and were dropped off by your shuttle service at the wrong hotel (Fairfield instead of Courtyard)
2. Check in took us 30 min
3. We arrived in our room, that had a leakage or somethinh. As a result, part of the floor and under the bed was wet and slippery. Besides that the towels in the bathroom had blood on them, the sink was not clean at all and there was used soap on the sink
4. We walked back to reception. They were too busy (in the middle of the night!?) to help us. So we went back to our room and called the operator. He would call us back in a few min... he never did
5. We really needed the sleep so decided to solve it the next morning. Which we tried. But again, it didn't work. Ricardo at reception listened to our complaints (and looked at the pics we made from the room) and wrote everything down. We agreed that he would discuss them with his boss and come with a solution when we would check out. Important to report here is that the floor was so slippery that I even fell and hurt wrist and back.
6. We went for breakfast (which we paid for at the table), took our stuff and went to reception to checkout. And hear what Ricardo discussed with his boss. Everything was fine. We did not need to pay for anything anymore (duhhh, we already paid for the room AND the breakfast so hell no) Upon asking what happened to our agreement he said that he didnt speak to the manager because he was only coming in the afternoon (you night wonder why he promised to do so in the morning...when we also told him about our itinerary and even asked him to book a shuttle to Tulum for an hour later but anyway)... then he offered us a massage for the next morning. While we were waiting for our taxi..

Reaction from hotel: Thank you for taking the time to communicate your experience during your stay with us. Your experience at Fairfield by Marriott Cancun is below our standard. Providing the highest level of hospitality is our number one priority and I sincerely apologize for not meeting your expectations. I have shared your comments with the leadership team of the departments involved to ensure that the necessary guidelines are put in place and reviewed to prevent such incidents from occurring...

I’m extremely unimpressed with the level of customer service and catalog of issues that myself and family experienced in this hotel. Firstly I booked two rooms. Once checked into our rooms 243 and 244 after an hour I received a call in room 244 saying that we had to change rooms. No reasons given just said sorry so we had to move to room 250. I reported that the coffee machine is not working along with the tv and they said it will be fixed. I also told them I’m not happy with the cleanliness of my room as there is coffee spilt on the wall. I again was advised this will be fixed. We all decided to eat at the hotel. My daughter is allergic to cheese and he assured me there was no cheese and he understood. But then there was cheese in her taco. My partners chips were cold and when we reported this they tried to take the chips off his plate to reheat them. We spoke to a manager who replaced the chips with hot ones. We returned to our rooms but nothing was fixed or cleaned. I went down to reception to advise again of these issues and also now the lock on the bathroom door in room 250 is broken and you can’t get in. The lady I spoke to passed me a phone and said tell this to the lady on the phone. I was told she will come and meet me in my room. I waited over half an hour and a lady came and gave me more coffee and I tried to explain that the machine is broken and showed her the mess but she just said she doesn’t speak English. I’ve stayed at Marriotts on business all the time and this is really not what I expected at all. I’ve spent over £100 on each room and I’m appalled at the service I have received Unfortunately the following day things progressively got worse due to hurricane Grace also but I felt the hotel staff were not equipped enough for customers at this very tricky time. We was offered breakfast for all free of charge the night of our stay due to all the issues with changing rooms which we accepted but the following day the hurricane took out the power so at breakfast time they were trying to charge me as they had no computer systems and wouldn’t even give me a cup of coffee or a bottle of water. I am travelling with 3 children and they were extremely scared with the weather but the staff just made it worse. We had no power or water and no help was given. We were left starving, thirsty and scared. I would expect that at least bottles of water was offered to customers and while a limited breakfast was out of control I would not expect to...