City Suites Cancún Aeropuerto - 77506 Cancún

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.

One star is even to much. It al begins with the reception. There isn’t any wayfinding from the parking to the reception. Checking in took a long time, once we got our room it wasn’t cleaned all the waste/bed sheets from the previous visitor where still there. So we went back to the reception. No excuse nothing, they just gave us a new room. When in the shower I found out there where no towels so my partner had to ask them at the reception. Again no excuse and it took them 20 minutes before the brought new towels. They only brought 2 towels and they where full of holes. The restaurant was also terrible, i took ages and every time when I asked how long it would take they said 5 minutes. The food we got was cold and had a terrible taste. This is not the way you want to start/end a vacation.

Don’t stay here!! We waited on the courtesy shuttle for well over an hour and a half. Once we arrived we waited for over an hour to be checked in with only two other couples in front of us, no explanation or apology for the wait. Not a very well insulated room could hear talking and noise all through the night. The following morning went to the desk to get towels as there were none in the room. After the thirty minute wait I returned to shower and found there was NO hot water. Took the arctic plunge to wash the nastiness of travel off. We then tried to enjoy the complimentary breakfast. Get the yogurt or cereal all other options were substandard. Do yourself a favor and choose another place to stay!!

if you want a clean hotel with friendly staff do not stay at this hotel. The shuttle arrived almost 1 hr after I whatsapped the hotel that I was at the waiting area. After travelling almost 30 hrs I arrived to the room filthy. The carpet hadn’t been cleaned and there were crumbs all over the floor, the mirrors and shower glass had smears all over them and the microwave was dirty with finger prints over it. I have never asked to move rooms in all my travels but it was too dirty to ignore especially during COVID times. when I went to the front desk and politely explained the situation all they said was okay and didn’t apologise or say anything else. when I got let into the new room I asked if I could receive a key and she said she would be right up with a new one and simply never returned this lead to me missing breakfast the next morning as a sole female traveller I didn’t feel comfortable leaving my room with no key in case there was no one at the front desk because I had tried to contact the hotel via booking, WhatsApp, the drivers what’s app, calling via hotel phone eventually eating the cost and calling via my personal phone and only after contacting them via face book I got a response and still didn’t receive a key. Even the new room was not great it had bugs in the shower a discoloured floor and only a flat sheet with no duvet.

Had booked a one night stay for a quick 6 hour layover because they claimed to offer a free airport shuttle, called hours before landing in Cancun to confirm with front desk that shuttle could pick us up. When we landed late at night, no shuttle to be found. Called front desk, she couldn't confirm if shuttle was on its way. Tried calling again several times to get more clarity and she stopped answering the phone. We waited in the shuttle area for TWO HOURS (a taxi was apparently going to be 50 USD for a 10 min drive to hotel, which was half the price of the room so we declined) and eventually booked another hotel entirely. The only plus is that City Suites didn't charge me for my no-show, but overall a frustrating experience with no customer support. Would recommend booking elsewhere if you're relying on the shuttle!

We booked this hotel mostly because it had an airport shuttle. When we arrived at the hotel to check in we found out that the shuttle leaves every hour and has 5 spots. The first one leaves at 6 am and was fully booked when we arrived. The check in took 30 minutes and the hotel was very expensive considering the options you have in cancun. When we asked about it at the reception we only got rude answers and no help. I have never ever experienced such a lazy attitude in a hotel before. The hotel is new and clean (some of it) and in an area with nothing else in it. I can not give more than one star with this horrible service.

We arrived there at 5:30 pm and were tired from our flight. We had to wait 20 minutes at the reception until somebody came to attend us. They told us that the room would be ready in 30 minutes, although we had booked it from 3:00pm. One our later we called the manager and he promised us that someone would give us the keys to the room. Another 45 minutes passed and nobody cared. Finally my wife started complaining, because we were tired and hungry. After that someone got up from their cell phonea and attended us. We got the room at around 8pm. The hotel is in the middle of nowhere and the hotel restaurant is very expensive and serves very mediocre quality. Breakfast is not included as advertised. You have to pay extra. We fell asleep at 9 pm, but the room service was so noisy that it woke us up at 11:30 pm and kept us up until 1 am. The entire place was dirty. Everything had dried stains, dirt or smear. See attached photos. The only good thing about this place is the free airport transportation service.

Please DO NOT stay at this location. This hotel has the worst customer service. Every person that I came across was unhappy. 1. The driver was an hour and 30 minutes late. He picked us up and had an attitude and was not welcoming at all. 2. Check in took another hour. The GM kept walking by and did not even try to help or check in others (a goof 6 people were waiting), when there was a line. 3. Their food options are poor. They did not have a lot of items in the menu. 4. The phones in the room do not work. 5. OUR SHEETS WERE DIRTY. NEVER CHANGED! It had hair everywhere, sand, foot stains, and smelled horrible.DISGUSTING!!! 6. I tried to ask for help multiple times and the other workers were ignoring me, walking away. 7. Not only that but another group of people (10) were there waiting to be helped too and NO ONE was in site. Two women were hiding in the office and did not want to come out to assist at all. I am not sure why they are hiding and not assisting. 8. I have never walked into a hotel where ALL TRAVELERS were UPSET and extremely upset. 9.There is nothing in the area but construction. 10. Worst money spent.