City Suites Playa del Carmen

A bit far away from the main beach but still walkable. Try to avoid room 144(beside the kitchen so very, very noisy from 6am) and 120(spare room. Old and dusty, smells like cigarette) I stayed 3nights and the first night was room 144, and I requested to change, they gave me room 120... again, I requested to change. Rooms on the 3rd floor are in good condition. Breakfast was good. Just same all the time, but it was decent. Staffs were helpful, but mostly don't speak English.

I had my reservation booked through the Marriott Bonvoy app with points. Upon arrival, I showed the receptionist the confirmation number on the app. He then told me I also needed to show him a second document that I was supposed to receive via email as part of my reservation. This document was called EXPLORE by Marriott Bonvoy (this is the first time I've ever heard about this), and because I never received it, he denied me and my girlfriend access to the hotel after an hour of waiting around. I then asked the receptionist to cancel my reservation as I had already had enough of it and proceeded to exit the hotel with a bitter taste. Shortly after, I decided to go back to the hotel to ask the receptionist for proof of cancellation, and to my surprise, he came out of the hotel looking for me, saying he was very sorry and that I could actually stay at the hotel. I was very upset. 😡

Absolutely terrible. We are here for almost a 2 week stay and are currently upset and frustrated with the employees and service at this hotel. Every employee we have encountered here has been rude to us. The ice machine is broken, our dishwasher is broken, and the laundry machines are broken. The sheets have stains and hair on them. Breakfast is not open until 10:30 as advertised; they start taking everything away before 10am. They will not give you extra towels. No one speaks a word of English, so if you ask for something, they don't understand you and will just tell you "no". We always stay at hotels where we can do a load of laundry because we try to pack light. We book our stay based on the amenities and services available. This hotel has NONE that are working!! Yet they have nothing posted on their website or travel booking sites to let guests know because they just want your money. We will never stay here again and frankly feel that we should be partially refunded. This is ridiculous.