Decidí convertirme en socio City porque ya he visitado en muchas ocasiones sus hoteles y suites en Playa del Carmen y Cancún usualmente a través de expedia, incluso lo he recomendado a mi familia y amigos cercanos. Es mi primera vez este hotel en especifico y tengo una terrible queja; Al llegar al mostrador tuvimos que esperar un buen rato lo que es un tanto irrelevante, si se toma en cuenta lo que sucedió esta noche. Mientras estabamos esperando mi acompañante realmente necesitaba ir al baño de mujeres, el cual estaba cerrado al momento y por alguna razón no pudieron encontrar la llave, recomendaron que ella usara el baño de hombres en ese momento. Después de eso me acerque a rellenar mi termo de agua mientras esperaba y paro a la mitad y encendió una luz roja porque el dispensador ya no tenia agua asi que les deje saber eso en mostrador y dineron que cambiarian el contenedor. Al completar el check in y darnos nuestra habitacion nos mandaron al 1er piso creo que habitación 126 y al abrir la puerta nos dimos cuenta que la habitación estaba ¡OCUPADA! ¡HABIA ALGUIEN DURMIENDO EN LA CAMA! Regresamos a mostrador en seguida y nos asignaron un nuevo cuarto en piso 3 pero este con doble cama cuando habiamos reservado especificamente una cama. Llamamos inmediatamente en repetidas ocasiones pero jamas contestaron. Al día siguiente al hacer el check out la persona de mostrador me dijo que tenia un balance por aproximadamente $250 MNX lo que claramente alegue porque yo había pagado completamente el día anterior con mi tarjeta. Incluso les enseñe mi reservacion y el monto de la habitacion y el montro de impuestos de el cual me pidieron una copia por correo. Me quito bastante tiempo ya que tenia que estar en el aeropuerto a cierta hora para hacer diferentes tramites. Jamás había tenido una experiencia de esa magnitud con Hoteles City ni con algun otro hotel

The only reason why we picked this hotel was that our flight to Cancun was at 21.30 and we knew we would need transfer from the airport. This was the place that offered it so we chose it. What a mistake that was. I wrote to them four times- nobody replied. When we arrived I called them 5 times and nobody answered. Nobody was waiting for us, so we were all alone in Mexico, with a tone of strangers proposing transportation. We chose the official taxi which costs 68 USD!!! When we arrived at the hotel, I informed the staff that I want to pay 68 USD less - the exact amount that should be included in the price I pay for the hotel. Instead I received 8 dollars discount and they said that transfer is a courtesy, whatever that means. Oh and they do not speak English. So if you care only for the transfer, I suggest choosing another options.

the rooms were dirty, I got so sick from staying at this place,the sheets were not changed,it looks like the cleaning needs major improvements. I won't recommend staying here and the prices are not even cheap.

Nos despertaron dos veces, el cuarto apesta a humedad y cuando marcas a recepción nunca contestan. El jugo de naranja es de caja y te dan la comida helada. No lo recomiendo.

Pésima atención. Falla el sistema, el internet no llega a los cuartos. Y si requieres factura NI TE MOLESTES EN PEDIRLA, nunca te la gran llegar. Los teléfonos nunca contestan y para ese tipo de cosas, el precio no es barato. Lo dejaría como última, última opción.

DONT BOOK HERE. THEY ARE THIEVES! I booked in date 30/12 for the same day until the 3rd of January for self isolation. I then called them to understand if it was ok with them to do the self isolation there.In 10 calls they didn't pickup the phone once, I proceeded then on contacting the customer service of the company via WhatsApp, they told me I couldn't isolate in their hotel and my booking wouldn't be honored.I asked for refund, and they told me I had to ask Agoda because I booked through them.I ask Agoda that answers me that the Hotel is not answering emails and calls. After 9 days Agoda answers me that the hotel refused my request for refund although THEY REFUSED ME SERVICE AND TOOK MY MONEY. we are talking about 600$. I will now have to proceed filing a credit card complaint in hope to get my money back.

From when I arrived, incredibly helpful and friendly receptionist, to the moment I checked out I enjoyed this surprise stay and wouldn’t hesitate to stay here again.

Lindo hotel

Mi experiencia: Se mandaron correos, para que vinieran a recogernos al aeropuerto y nunca contestaron, marcabamos al hotel y nunca contestaban sonaba y sonaba y nadie te podía atender, logramos contactarnos preguntando en cuanto tiempo venían por nosotros, nos dijeron en 40 minutos llegan y paso 1 hora, 1 hora y media y no llegaban marcamos de nuevo y su excusa fue que aquí era una hora diferente a la de CDMX EN FIN deficiente su trabajo, uno llega a estos hoteles solo para dormir y hacer escalas Busquen otra opción esta no es una buena idea! Y no pasen un mal rato

This hotel has seen better days. It still works a quick stopover with breakfast included. The rooms leave much to be desired (musty air conditioning, slow drains, phones don’t work). However, the staff were all helpful and friendly, and are holding it together.

Friends do yourself a favor and do not stay here, lousy place, I got a cockroach in my room, I got an allergy for the air conditioning since they do not give maintenance, the dirty pool, terrible breakfast, the attention of the lobby and the poor manager , they never fixed anything, you hear a lot of noise because they have not finished building the hotel and they do not let you sleep, they never gave solution to anything, I hope someone helps you so as not to make the mistake that we made when staying here Update 2021: the community manager lied about what he wrote below, I hope the company has fired this person who does not add value to the company, as far as I am concerned neither my family nor my acquaintances will recommend this chain

- Mala atención en mostrador, no muestran ningún interés por ayudar con lo que se solicita. - Espacios bastantes reducidos, se escucha todo en el hotel. - Servicio para facturación bastante deficiente, - El área de desayuno sin distancia social y sin cuidados sanitarios. - Poca confiabilidad en dejar cosas en el cuarto ya que "desaparecen".

I was a potential client, with a reservation number. As coming from Europe I had trouble paying with my debit cards. My price was also different the one I had reserved online and the higher one that I was asked to pay at the check- in desk. My deposit in Euros was not accepted in order to invoice me the bill. After I asked if I could wait in the lobby for my debit cards to get sorted, I was kindly asked to leave the hotel because I was not a paying client. It was 2 AM in the morning. I had nowhere to go and was denied access even to the lobby to wait and rest. To me this was an inhumane act. I am very surprised by the rules. It is not for people. Irina

Go only if you need a quick one night stay near the airport and don’t have other options. Customer service is so-so. Could not connect to wifi and the air conditioning never cooled the room. It was just like a noisy fan. We were informed that the included breakfast was until 9 AM at this hotel and until noon at the City Express Suites next door. Then in the morning, they said that the included breakfast was only until 9AM at both hotels and that after 9 it had extra charge. They ended up giving us a discount on the breakfast after making the claim.

Ambiente agradable, staff muy amable, opciones de comida muy cerca y limpio. En especial nos encantó la atención de Francisco en recepción. Muchas gracias

Lindo hotel

A limpeza deixa MUITO à desejar.

Muito bom o local.

Hotel com bom custo-benefício. Aconchegante. Atendimento e localização excelentes!

Excrlente

Ótima localização.

28 de julio 2021; Las habitaciones viejas, con falta de mantenimiento y el aire acondicionado por demás anticuado, hacia un ruido HORRIBLE que no dejaba dormir. Nada que ver con lo que suele ofrecer la cadena de City express. No lo recomiendo para nada, parece hotel de $200. Además que pedí un servicio de taxi y carísimo 👎🏼

Buen lugar para pasar la noche y descansar, no para una estancia larga. Si ubicación ofrece ventajas en cuanto a opciones de comidas y shoping. Si no cuentas con coche, hay varias opciones de movilidad.

Noviningunaalbercacomoviene lafoto.deben ponermasvariedaden eldesayuno. Ysudireccionnoseencuentraenubernididi .lodemasestabien

Estoy hospedada llegue el 18 julio 2021 con la terrible experiencia de q dejamos 2 cadenas de plata en el cuarto salimos temprano al regresar no se encuentran lo reportamos y lo peornadie hace nada. Increíble q no se pueda confiar en este tipo de hotel No recomiendo se hospedan

Not fulfilling the commitment

Sitio ideal para estar por cuestiones de trabajo, WiFi perfecta, y trato de los empleados fantástico, súper profesionales, recomendaré este sitio a mi empresa, ya que posiblemente tienen que mandar a más compañeros.

Pésimo lugar. Viejo, descuidado, sucio y mal servicio. Por lo que pagas no hay relación .

The staff is super friendly, but the rooms were super dirty, there was hair in our washroom and the sheets, the toilet was dirty and the mirrors too, it looked like no one cleaned before we arrived. I won't recommend stay here and the prices are nor even cheap.

Buen hotel para pasar a descanzar pero no para una larga estadía. Incluye desayuno pero es mini, literal una mini porción de desayuno. Tiene GYM y alberca controlada por la administración y debes solicitar toalla. El precio es regular.

Las camas son muy cómodas, la atención de los empleados es muy buena, al menú falta un poco de variedad pero para estar en restricción está muy bien, café, te, agua y hielo disponible en todo momento, servicio de sanitización a la entrada en todo momento, la zona es segura.

Ok

Desafortunadamente yo tuve muy mala experiencia en el city Express de Cancún centro,mi habitación estaba sucia ,y la cama con cabellos y labial ,es un tema muy delicado ,ya que no cumplen con las normas de sanitización,me mostraron 2 habitaciones más para hacer mi cambio y estaban al igual sucias. Tuve que salir del hotella 1am de la madrugada al ver tal situación. Pésima experiencia.

Worst hotel room ever. Super expensive in comparison to what you receive. Staff is super friendly, that's the only good aspect in this sh1tty h0le.

small rooms. but very nice people working here. had a short and good time.

O hotel é bem simples, os funcionários são muito educados e para passar a noite está de bom tamanho, mas tem muitos pontos a melhorar. O café da manhã é sempre o mesmo, são poucas opções e nunca muda. O banheiro não tem box e nem cortina de plástico, então o banheiro fica todo molhado após o banho. A janela não abre, então você depende do ar condicionado o tempo todo. Faz 2 dias que eles fazem manutenção a noite no encanamento, então você chega tarde e cansada dos passeio e não tem água apartir das 22hs. O que vale a pena é que é perto do shopping e bem localizado no centro, além dos funcionários serem muito atenciosos.

Reception people need to be more fluent in English. Only One has fluency. But She doesn't work 24/7.

This hotel charged me twice and is refusing to refund it, terrible customer service. BEAWARE!!!!

Wi-fi não funciona. Café vive cheio e não tem onde sentar. Não tem frigobar. O cartão da chave nunca funciona isso quando abre a porte. Tive que trocar de quarto 2 vezes por problemas, mais de 24h sempre da erro no cartão. Mas para pagar barato está bom.

The good - it's clean, well located, inexpensive and comfortable. The bad - you're told at check in that you can't turn off the ac. They even have me an extra blanket, really! When I got to the freezer that was my room I immediately turned the AC off. Come next morning and the floor was absolutely wet, I mean like I spilled a few quarts of water all over the room.... Turns out the AC is needed to avoid what turned out to be dangerous condensation.... Never seen this, anywhere. If you don't mind this, the place is ok for the price. I prefer not to slip and almost fall on the wet floor......

El lugar es lo que es. Bien ubicado, cómodo y con un buen servicio por un muy buen precio. Es para quien va a pasearse todo el día y en la noche llegará a dormir.

We had been stranded by Westjet airlines and after many hours a kind local cab driver suggested we try this hotel. We couldn't have been happier. Great new hotel with very good services. Bedroom...

Been to Cancun a few time and noticed this Hotel. This time I stayed here and was very pleased. From the Front Desk to Service workers, they were all excellent. Room was clean, big and relaxing...

Chose this hotel as it was on the cheaper end compared to other options nearby. Seems to be a place business folks and families in Mexico go to. We felt like we were the only foreigners. It was good...

We stayed at the Cancun Bay Resort for 9 days (Nov 26-Dec 4).The room was clean and nicely cleaned every day. There was a small fridge that was replenished with water, soda, fruit juice everyday. The...

This should be a nice hotel, but when we arrived late at night we noticed a faint sewage smell throughout the lobby. When we arrived in our room, the smell was stronger, and when we flushed the...

This is a business hotel that people confuse with a vacation hotel quite often. This place is meant for businesspeople traveling to the city without any plans to enjoy the city, but people are lured...