Hotel NH Cancún Airport - 77506 Cancún

The air-conditioning unit never cooled my room below 25 Celsius in the 11 hours that I had the room. I asked for maintenance and got a guy dressed in their security uniform to come to my room and he said he would turn off the unit for 5 minutes and then turn it back on. That didn't work. Also, no wash cloths available in the bathroom. Food in restaurant was mediocre at best.

We were staying here due to our flight being cancelled and the airline set up the stay. Due to the large group it took a while to check in. The room was clean and decent. A light buffet was provided for dinner and breakfast. Again it was good, but I believe the staff was a little overwhelmed with our bus load. The staff was friendly and courteous.

Our flight was canceled and we stayed here for a night for free. The shuttle from the airport dropped us off at the hotel at 11. Check in was not until 3. They charged $50 if you wanted early check in. Breakfast, lunch and dinner was included. The food was absolutely terrible. The service was just as bad. They only offered watered down OJ with lunch and iced tea with dinner, no water. When I informed them that my girlfriend does not drink sugar they told me we would have to pay for water. The shower drained extremely slow and they only provided 1 towel. The entire place is a joke.

There hotel is about 15mn drive from the airport. Rooms are spacious and the bed is for sure the main reason I would go back again. Other that than it’s pretty terrible. Our first room was really dirty and no cleaning was done in the bathroom. After switching to another one it was still not very clean but manageable - we had to ask for soap and towels only. Funny detail, at low flow the faucet water does not reach the sink… The breakfast was super chaotic, clearly a lack of thinking by hotel management. 3 poor guys running around like headless chickens without any organisation but a lot of good will !

The room was very nice, the beds being extremely comfortable. The location is close to the airport which is great. They seemed a little understaffed at the restaurant but Eric was very nice! The pool area was a bit of a disaster with there being broken glass sitting for a while, but overall everyone was friendly.

The process of getting in touch with the hotel to secure an airport shuttle took over 2 hours. I called the hotel 6 times to no avail. The line either went to voicemail or someone hung up on me because they didn’t feel comfortable communicating in English. I am by no means expecting everyone at the hotel to be fluent in English, but at the very least the front desk should. That is not the case with this hotel. The hotel feels very mismanaged. Staff is confused which translates to wasted guest time. Also the “complimentary” airport shuttle is a scam. The hotel is about a 10-15 min drive from the airport, depending on traffic it could be 20-25 mins. The hotel charged me $30 (US dollars) both ways ($60 total). The food at the restaurant was bland. The rooms are cramp. The only positive thing I can say about the hotel is that the gym was okay. There are probably a lot of better airport hotels in the area. I missed my flight and booked this thinking it was a nice airport hotel. It’s all aesthetic, surface level quality, it’s really a trash hotel in makeup. I wouldn’t stay there again.

The reviews criticising this place are a little overblown. However there are definitely some issues and areas to improve. Hallways could use more frequently vacuuming but the rooms and most other areas are very clean. I found the hotel and rooms overall ok. The bed is very comfortable and room spacious. The staff are kind and work very hard even with some disorganization. There's an airport shuttle which is great. I might stay here next time to catch a flight.

Pros: Let me start by saying the rooms were impeccable. Beds were so comfortable. Cons: dining service was terrible. We waited and were skipped over when asking if we needed to be seated or if they seat us. Waiter sat another 2 couples down after us and somehow they were able to place drink and food orders ahead of us. Then after flagging server down we ordered drinks and a dinner menu item. It took 20 minutes just to receive our drinks. The the other couples received their food ahead of us. Mind you it's not crowded at this time and people are actually leaving. Waiter came back and confirmed our dinner selections so I'm guessing he forgot to put in our order. So after that a woman was seated and and served her dinner. At this Point it's 1.5hrs later and we get up and go find food elsewhere. Checked out next day and had a 2 hr wait for our shuttle in the lobby which is freezing we asked for a blanket and of course we could not get one. All in all the hotel is nice clean and comfortable however the customer service needs alot of work