Fairfield by Marriott Inn & Suites Cancun Airport — Hotel in Quintana Roo

I would maybe give this one a miss.

I booked one night at this hotel as I had an overnight layover on my way back to London and I wanted something close to the airport with an airport transfer included so I didn’t have to fuss and could ensure arriving safely.

I contacted the hotel via 3 separate channels (email, fb and then phoned directly) to arrange the airport pickup as my flight was landing at midnight so they’d know what time to expect me. When I called them they said I was just to phone them once I was at arrivals ready with my luggage and they would send someone straight out to come get me.

I arrived at around 1am as my flight was delayed. When I called them no-one answered. I had myself, a local driver and my boyfriend all try their front desk multiple times over the span of about 15-20minutes and not once did they pick up.

I find it completely unacceptable that they left a young single female guest stranded at the airport at 1am in a foreign country where she doesn’t speak the language.

The taxi cartel at the airport engages in some serious price gouging, btw, and they quoted me 60 USD for the 12 minute drive. In the end, I was left with no option but to take the cab as they were still not answering.

When I arrived, there was 1 person manning the desk and he was on the phone so I have no clue why he wasn’t answering it. Maybe he took an extended break during the time I called, but it’s pretty unprofessional to have the front desk unmanned when guests are coming in and out. He did offer me a free gift from the mini market to say sorry (I wasn’t hungry so I declined) but I don’t think a packet of crisps really makes up for it.

The hotel room itself was fine and perfectly comfortable but I did find it a bit weird that the sheets didn’t fit the mattress and were just shoved in awkwardly at the sides and you could see the whole bottom end of the mattress and protector poking out. Nonetheless they were clean and I got a good night’s sleep.

Other reviewers also commented that the maid came in very early around 8am and I also had this experience- I was still in bed and they opened the door and then shut it again. V weird & unprofessional.

Also the breakfast has zero vegan options, not even any fried potatoes or veggies, just some refried beans I guess which you could have on their own? Which was also unfortunate as I had to then buy breakfast at the airport, so all in all I think I should have gone with a cheaper hotel without the extra bells & whistles since I had to pay for them myself anyway.

I did complain to the head office via fb they said someone from local management would contact me but it’s been a week now and still nothing.

I’m now highly sceptical of the Marriott brand and will think twice before staying...

Customer Service was very bad. We spoke with Nayely who claims herself as a supervisor.

Here is what happened - When we walked in with 11 people, they already gave us an attitude. This is our second stay with them and we are a very respectful group with little to no demand from the hotel staff. Once they saw us, they asked if everyone?? and started to speak in Spanish and looked at us weirdly. We didn't care much and started the check-in process.

They denied check-in since we have a large group and we only book 3 rooms. We only book 3 because we are planning on 4 people per room. They asked us to pay more than what we reserved because we have a big group. I stayed with the hotel 3 days ago with the same amount of people without any issues. All of a sudden, we have to pay extra to stay. I asked them the reason and they said that when we book it the price was low. Now, we asked her to help us cancel and she said she can't. I asked them to let us stay without adding this ridiculous fee ($125) and she said no. I asked what option we have, and she said to either pay or you can cancel it yourself on the app. Due to hotel policy, I can only cancel before 24 hours. If I cancel it now, I will get charged a whole night, so this doesn't make sense.

The point here is that she refused to help us at all and let us stand there trying to figure everything out ourselves until we call the Marriott hotline. Another Supervisor stopped by and offered to explain the situation and was able to help us cancel without penalty. This is what customer service means, not letting your customer hang around trying to figure things out themselves and not offering to help even when they asked.

My point here is 1- you should try everything to help your customer, this is what customer service is about 2- don't look at your customer and point at them to other co-workers and started to speak in different languages 3- customer service means, helping your guest so they can have a pleasant stay not arguing with them, and giving them an attitude 4- Explain the situation to your guest not just ask them to pay extra without explaining the situation or the reason behind it.

we end up canceling because we are sick of her attitude, we paid more to stay at another hotel because of the customer service and attitude not because of the...

I loved my stay at this hotel. I stayed here only to do a layover for my next flight the following day. It was short but awesome. Their shuttle service is fast. It was one of the main reasons I booked this hotel. I contacted them through WhatsApp when I landed and they sent me the directions to wait for them. In 15 minutes they picked me up and took me there. It only took 10 minutes to get to the hotel. I arrived pretty late at night so after checkin I went straight to my room. The room was very comfortable, small, but very well equipped and super clean. The microwave was an extra, because I had a sandwich which I could reheat and eat before going to bed. Next day I woke up and went straight to have breakfast. Breakfast is included. There are quite a lot of options which you don't have to pay for, but they also have a huge menu of extra options which aren't expensive at all. I ordered from the included options and everything was delicious. However, they only had American coffee included so I ordered an extra moka which cost only 60 pesos. The waiter was very nice and attentive, very good service. After breakfast, since I only had a couple of hours till I had to leave for the airport, I could only tour around the hotel a bit. It is very well maintained and very clean. It's small but super beautiful. The gardens are amazing. They have a gym, one pool with a jacuzzi (adults only), one restaurant and a conference room. That's pretty much it. Outside, there are some little stores to buy souvenirs and a beauty salon. After finishing the quick tour, I went back to my room, got my suitcase and headed to the checkout. Then I waited for the shuttle to take me to the airport. Once you're at the hotel, the shuttle to the airport goes by every hour, and they advise to be there 10 minutes earlier. I was there at 11:45am and the shuttle picked me up at 11:50, the driver told me we should wait till noon in case someone else arrived, so we did and then we left. I wish I could have stayed longer there. Next time I have to do a layover in Cancun I would definitely be booking this...