Residence Inn by Marriott Cancun Hotel Zone — Hotel in Quintana Roo

Safety issues, poor service I know this post is long but please read and take heed before booking. Especially if you value your safety, your families safety and health. This is the second time in a year I had to posted a negative review for what has always been my favorite hotel. As a business traveler I seek a property that is reasonably priced with professional staff and comfort. Now I only stay at a Marriott property when necessary…why? Let me share my experience. Yesterday, I witnessed yet again, front desk show no concern for guest safety. I accidentally left my key in the room. The room key at this property must be used to initiate moving floors when inside the elevator, and of course I didn’t realize I forgot the key until the elevator doors closed behind me. I immediately hit the open door button however action not recognized, I tried other floors (only 2 floors at this property), again actions not recognized. After 5 minutes inside this increasingly hot and humid elevator I panicked and hit the alarm, for another 5 minutes the elevator doors remained closed but eventually descended to the 1st floor lobby. Two front desk staff were looking down the hall asking each other what happened? My daughter who was also stuck in the elevator with me approached the staff and advised of our ordeal. We were in shock when they both responded with “oh” and continued back to the front desk without acknowledging the incident. A few minutes later I went back to one of the same individuals and advised I needed a duplicate room key. Prepared with passport in hand she made a new key and handed it to me with no request for my identification! To add insult to injury a male customer walked up to the same staff member and advised he too needed a duplicate key. Yet again a key was made and handed to the gentlemen without requesting proof of identification. Not only did we suffer from the trauma of knowing there was no respect for our safety, whether stuck in an elevator, or from imposters being handed room keys we had been blatantly ignored for 10 minutes upon arrival by not just one but two front desk associates literally with their heads down (no one else in the lobby). We weren’t informed that food and drinks were for purchase in the rooftop pool area - even after we inquired where we could get a quick bite to eat in the area, not informed on breakfast times, location of pool, directions to the elevator or anything else that is standard when a guest checks into a hotel. And you may think what else could of gone wrong! Well, just hold on… we walked up to the door of our room with 4 dirty plates sitting on a trashcan (not one but two housekeeping staff were standing in the same hall- no one removed, not even 24-hours later. We walked into a modern, stylish room only to find a coat of dust on the kitchen counter, half drunk soda and water bottle in the refrigerator (so much for Marriott’s strict COVID-19 cleaning practices), no paper towels, dish detergent, tissues and a swivel stationary television that could only partially swivel into the living room. Leaving us to eat in the bed and not have the opportunity to relax in the sitting area after a long day of travel. But wait, last but not least NO HOT WATER! Of course we called the front desk but it was of no surprise that no one ever picked up the phone. We tried from 10:30-11:15 pm and gave up out of frustration. The next morning I noticed a gentleman walking around the lobby area and giving directives to various staff, assuming he was part of the management team I asked if he was a manager… the answer “no English”, this after he had just helped to facilitate a request for a taxi with an English speaking guest. Now that one made me chuckle!!! Please beware...

I’ll start with saying that the rooms were nice and clean, the hotel overall is also nice and clean. However the reason for the one star is due to the customer care and service. On the second day of my stay here I left my metal water bottle on one of the tables in the lobby early in the morning. (The photo in the review was the exact moment before I left my water bottle) I was gone on a tour to Chichenitza when I realized it. I made several attempts throughout the day to call the hotel to notify them so that my water bottle could be recovered but NO ONE ANSWERED EVER! When I arrived back at the hotel the older male concierge that was there was very rude and dismissive when I was trying to gather information on where my water bottle might have ended up. I want to note that my metal water bottle is covered in stickers and was full so it’s very obvious that it’s a very personal item to someone and shouldn’t be thrown away. I asked them if they could review cameras since the seating area I left it in has about 3+ cameras surveillancing it. So it’ll be very clear if the bottle was picked up by an employee or a guest. The rude elder male concierge told me to come back the next day at 9am for the manger that has access to review the cameras to come. I did just that but continued to get the run around from the day time employees. One of which told me that she saw my bottle sitting on the table i had left it on that morning. I had a wedding I was attending and doing makeup for on the other side of Cancun that day, so I wouldn’t be able to check in throughout the day. She had me leave my room number so if found they could leave it in my room. When we arrived back at the hotel at 2am to no surprise my water bottle wasn’t in my room. The next morning which is the same day I’ll be checking out I go down to check on the situation for a fourth time. The same woman from the day before tells me that I have to write an incident report before they can review the camera and actually look for my water bottle. WHY WASNT THIS EXPLAINED TO ME TWO DAYS AGO WHEN I FIRST INQUIRED. WHY DID THEY WAIT UNTIL 2 HOURS BEFORE MY CHECKOUT TO TELL ME. It’s very obvious that they’ve been wasting my time giving me the run around for the past two days. They have zero intentions in looking for or finding my water bottle. So if you lose your belongings in the lobby or other common areas don’t expect to get it back, especially if it’s something more valuable than a water bottle. They’ll stall you when you ask to have the cameras reviewed. They are very unhelpful and dismissive and have no problems showing you their annoyance with you. Every time I approached the lobby desk i was given an eye roll, a deep sigh, or a furrow of the brow. There’s plenty of hotels in Cancun that will happily provided exceptional client service literally book anywhere else. I know people will read this review and think it’s just a water bottle replace it. But I’m autistic and I had some very sentimental unique stickers on the bottle which aren’t...

We stayed at the hotel for two nights with the intent of doing a few tours prior to checking into a nearby all-inclusive resort. We were looking for a place that was simple but comfortable, and easy to access. In general, the hotel met those goals, but overall it was a mixed experience.

•While in the hotel zone, it is on the far side of the area and not nearby to anything of interest. There is no beach access, and restaurants and shops are not within walking distance. There is also no shuttle. As such, it’s fine if you’re looking only for a place to stay, but less ideal if you want something more centrally located.

•The rooms are clean, large, and well equipped. There is more than enough to keep comfortable – a full kitchen, a generous bathroom with plenty of shelving, a balcony, and all the usual amenities. The hotel is fairly new and most areas are in good condition.

•The air conditioning was an issue. While the thermostat was easy to use, it appeared to reset to a higher temperature overnight, causing us to wake up to reset it when we felt warm. The large vent is also pointing directly at one of the beds, which is less than ideal.

•The staff is friendly and helpful, and most are fully bilingual. The hotel appears to cater mostly to locals – we saw very few other families speaking English. This did lead to some confusion, where multiple people would knock or try to enter our room, then were unable to communicate what they wanted or why they were there.

•The breakfast buffet is adequate with a variety of items. It opened slightly late when we were there which did put us behind on our tour. It became extremely crowded at breakfast around 8:00, with the staff unable to keep up with clearing tables and resupplying the food. It was more manageable at other times.

•We took the opportunity to do laundry. They had two washers and two dryers. We were charged $8 for one service (washer, dryer, detergent and dryer sheet). There was some confusion as to how the machines worked with the different tokens, and we had to ask for help, but eventually we figured it out after talking to several staff members.

•The rooftop pools are a nice touch and were not crowded. There was plenty and room and seating.

•Given the lack of nearby restaurants, we had dinner at the rooftop snack bar twice. Their variety is limited (it’s a single grill), and quality was mixed. Some items (burritos) were good, others (tacos) were very simple. The snack bar was often not opened at the listed time.

•We did see several bugs and lizards, some in our room, others near the breakfast buffet. No doubt it’s challenging to control given the area, but it was concerning.

The hotel generally had what we were looking for, but it was a less than idea experience. Don’t come here for luxury, but if you need something simple,...