Featured Reviews


Frequently mentioned in reviews: hotel (53) airport (29) service (25) stay (25) shuttle (18) room (14) restaurant (13) breakfast (13) staff (13) nice (13)
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  • 1/5 Ian G. 1 year ago on Google
    The airport transfer service is horrible. We messaged and waited, first vehicle came and picked up four stewardesses and we were told we couldn’t get in with them and had to wait for the next one. Next one came and we were told our name wasn’t on the list so the driver just left us! After over an hour of waiting we finally got the third one. The restaurant is very average, our bottle of wine was off and it took at least 20 minutes just to order. Buffet breakfast is probably the worst I’ve ever had in a hotel. Won’t ever be back!
    8 people found this review helpful 👍

  • 2/5 Jules 2 years ago on Google
    This property is very convenient to Cancun Airport. There is a free shuttle from the airport. You need to have a cellphone to call the hotel for the shuttle. There are no hotel phones in airport. The shuttles do not come without calling the hotel. The room had no hot water in the shower on the day I checked in. I reported this to the hotel. They said they fixed the problem.. The following morning there again was no hot water in the shower. They have a nonexistent system for addressing problems at the hotel. I asked for a manager to discuss problem. No one on duty had any authority to resolve a complaint. I asked to be contacted by a manager. There was no follow up at all. When I contacted them again they gave me a email to send my concerns to. They don't pass concerns to management. Doesn't seem to follow Marriott protocol. In general it's a decent hotel...if you are lucky enough to not encounter any problems. Not sure I would stay there again. A hot shower is something that is very basic to provide a guest. And the hotel management failed miserably.
    7 people found this review helpful 👍

  • 4/5 Alyssa K. 1 year ago on Google
    Decent hotel for a one night stay. The breakfast buffet that is included in the stay was fantastic. Rodrigo at the breakfast buffet was wonderful and so was every single staff we interacted with. We really appreciated that the soap, shampoo, conditioner were in reusable bottles; better for the environment. Pro tip: if you speak any Spanish, try to do so when speaking with staff. We found that the staff appreciated communicating in Spanish even though they all speak great English. We find that it’s important when traveling to another country to at least try speaking the language of the country you’re in and don’t automatically assume that everyone speaks English. Honestly, the only downside of this hotel are the many entitled guests who make us embarrassed to be from the same country. This may not seem like a big deal to some people, but observing the behavior of other guests did have a negative impact on our stay.
    6 people found this review helpful 👍

  • 1/5 Jason L. 1 year ago on Google
    Customer Service was very bad. We spoke with Nayely who claims herself as a supervisor. Here is what happened - When we walked in with 11 people, they already gave us an attitude. This is our second stay with them and we are a very respectful group with little to no demand from the hotel staff. Once they saw us, they asked if everyone?? and started to speak in Spanish and looked at us weirdly. We didn't care much and started the check-in process. They denied check-in since we have a large group and we only book 3 rooms. We only book 3 because we are planning on 4 people per room. They asked us to pay more than what we reserved because we have a big group. I stayed with the hotel 3 days ago with the same amount of people without any issues. All of a sudden, we have to pay extra to stay. I asked them the reason and they said that when we book it the price was low. Now, we asked her to help us cancel and she said she can't. I asked them to let us stay without adding this ridiculous fee ($125) and she said no. I asked what option we have, and she said to either pay or you can cancel it yourself on the app. Due to hotel policy, I can only cancel before 24 hours. If I cancel it now, I will get charged a whole night, so this doesn't make sense. The point here is that she refused to help us at all and let us stand there trying to figure everything out ourselves until we call the Marriott hotline. Another Supervisor stopped by and offered to explain the situation and was able to help us cancel without penalty. This is what customer service means, not letting your customer hang around trying to figure things out themselves and not offering to help even when they asked. My point here is 1- you should try everything to help your customer, this is what customer service is about 2- don't look at your customer and point at them to other co-workers and started to speak in different languages 3- customer service means, helping your guest so they can have a pleasant stay not arguing with them, and giving them an attitude 4- Explain the situation to your guest not just ask them to pay extra without explaining the situation or the reason behind it. we end up canceling because we are sick of her attitude, we paid more to stay at another hotel because of the customer service and attitude not because of the extra charges.
    5 people found this review helpful 👍

  • 3/5 Jessica R. 1 year ago on Google
    The stay was nice for the most part. The beds were comfortable and the room was clean. I arrived late on the first night and all of the restaurants were closed. I decided to get a pizza from the hotel lobby. After buying the pizza, I opened the box in the lobby and discovered it was moldy. I brought this to the attention of the front desk agent and he said he couldn’t return it or give me my money back because all sales were final. I explained that I didn’t want a moldy pizza and showed him the mold and asked for a different one. He refused and said the sale was final. I was really shocked that a Marriott hotel would serve moldy food and then do nothing to correct it. Then, the next morning, I was woken up by the maid service walking into my room at 8:30am. Check out wasn’t until 12:00, so I don’t know why they were coming into my room. It was a very awkward encounter as I was still in bed. I know this wasn’t unique to my room as my family staying in two other rooms had the same experience that same morning. This was not the standard I would expect when staying at a Marriott. I would probably choose a different hotel next time.
    3 people found this review helpful 👍

  • 4/5 Joost N. 2 years ago on Google
    Good hotel to stay near the airport. They have their own airport shuttle that leaves every 30 minutes. Only downside is that the staff did not give any info. It took some time to find out when breakfast was and when the bus was leaving for the airport. The rooms were big with really comfortable beds. There is a small supermarket right next to the hotel for some grocery shopping. The hotel also has a big pool and a gym. Breakfast was alright, but could be better. A lot of food was pre packed with limited choices. This gives a cheap feeling. Make sure not to take a taxi to the hotel, choose to take the hotel shuttle as taxi’s can charge you 40 dollars for a short 10 minute ride.
    3 people found this review helpful 👍

  • 4/5 Kimberly B. 1 year ago on Google
    The hotel was beautiful and the room was perfect! Breakfast and dinner were both delicious. The only issue we encountered was the airport shuttle. We booked this hotel specifically for the shuttle service because it is a quick 6-minute drive to and from the airport. We waited almost 2 hours just to get to the hotel, with the first shuttle refusing to take us and other guests to the hotel because it was for airline employees only? Maybe something was lost in translation. It may be easier to take a taxi and avoid the shuttle altogether.
    2 people found this review helpful 👍

  • 5/5 Mariano L. 1 year ago on Google
    This is the 3rd time I stay in this hotel and it never disappoints. It is a great airport hotel located minutes from the Cancun airport. Facilities are clean and well kept. Staff is very friendly, restaurant service and food is good, and the free breakfast is top notch. Shout out to Rodrigo for going above an beyond customer service! Will definitely continue staying here. Highly recommended.
    2 people found this review helpful 👍

  • 4/5 Mike D. 2 years ago on Google
    I mean, for an airport hotel it’s pretty decent. We were sent there by JetBlue after our flight got canceled. The rooms were good for what they are. Nice bathroom. Comfortable beds. The food at the restaurant was not very good but at least we didn’t pay for it. Breakfast was better than dinner.
    2 people found this review helpful 👍

  • 5/5 Millie Z. 1 year ago on Google
    We stayed in this Hotel for 5 days, the breakfast was excellent, the bedroom very clean, bathroom was neat, and the pool area is very clean as well. When we checked in, we had the pleasure to meet Senor Juan at the Front Desk, He was so nice and welcoming, he provided us all information needed, he was super happy, attentive, highly professional, and spontaneous! Please THANK MR. JUAN for being OUTSTANDING! In the restaurant, the food was great, the fruit bar was fresh, clean, and the service was amazing, we had Mr Rodrigo and Ismael, they both were providing an amazing service, and we highly appreciate it! Great location, and close to everything!
    1 person found this review helpful 👍

  • 5/5 Chuck B. 9 months ago on Google
    We wanted to get into Cancun a day early to take advantage of cheaper flights, but our resort stay was a day later. We rolled the dice and decided to stay here and we were pleasantly surprised! The hotel is really nice with a mini outdoor arboretum.
    1 person found this review helpful 👍

  • 5/5 Oscar E Silva (. 1 year ago on Google
    I stayed at that hotel for a total of 5 nights. Everyone was super nice and helpful. The breakfast was delicious and the restaurant had decent food. The rooms were decent nothing too fancy. I give this 5 stars because the staff really made me feel like home I believe the front desk clerk that helped was Andrea, Juan and Roxana. I never got the managers name but she was always there working. I was served by every single staff of the restaurant and they made my night since Cancun was experiencing a tropical storm at that time honestly really good time. I was able to get all the staff name tags that helped in the restaurant.
    1 person found this review helpful 👍

  • 1/5 Janina B. 1 year ago on Google
    Worst shuttle service and service I have ever experienced. They ignore your calls for a shuttle from the airport. We waited for two hours, calling the reception multiple times. They told us they had been there and couldn't find anyone. We were waiting with 3 other passengers. Our complaints were just shrugged away. No word of being sorry, no nothing. They said they would talk to the manager. Never heard a word. Since many others have described the same problem and we are for sure not the first ones to complain about it at the reception, my only conclusion is they work together with the taxi drivers at the airport that try to scam the arriving tourists. No other explanation for a repetitive failure like this.
    1 person found this review helpful 👍

  • 4/5 Hendrik 1 year ago on Google
    Great hotel for short-term stays. Stayed there for one night. Staff is very friendly and the hotel counts with onside self-serve restaurant with fair prices and complimentary parking. Also, they offer quick airport transfers and we didn’t need to wait long to get from the airport to the hotel and back. The rooms are standard. The bathroom is equipped only with essentials, eg no face towel, no body lotion. Also, the rooms could have been cleaner as I found hair from someone else on the toilet seat. Overall, we had a pleasant stay
    1 person found this review helpful 👍

  • 5/5 John M. 1 year ago on Google
    Our flight was canceled and we were brought to the Fairfield Marriott by the airport and after an extremely long, frustrating day we were greeted by the most welcoming staff. The check in process was super quick, easy and organized and we really appreciated that after the crazy day we had. Also to our amazement we were treated to a beautiful, hot, buffet meal of mashed potatoes, chicken, pork tenderloin, steamed mixed veggies, spaghetti, salad, warm rolls, juices and desserts. It was after 9pm and we were beyond starving. Our server Manuel was absolutely incredible. He was happy, attentive and had a great sense of humour. He really made our evening and turned a horrible day totally around. He is a definite asset to their team. The rooms were clean and well thought out and the bed was comfortable and had wonderful bedding. In the morning (3:30am)they provided not only coffee but little care packages of a sandwich, water, fruit, granola bar and bag of chips. They went well above and beyond for us. We were very appreciative and super impressed!!! Thank you Fairfield Marriott!!!
    1 person found this review helpful 👍

  • 3/5 Noni A. 1 year ago on Google
    3 star because the NIGHT restaurant staff were amazing. They were all friendly and attentive. The morning crew looked like they didn't want to be there. I asked if there was meat in one of the dishes, which looked like chorizo. She said no it's salsa. It wasn't salsa because I was sick the following two days. The lights in my bedroom didn't work (the bathroom light did) It also didn't seem that clean, there was hair on the mini lotion and counter. I sat by the pool, which was pretty but accompanied by hungry mosquitoes everywhere! I was told the shuttle for the airport comes every hour on the 20 and 50 minute. I came downstairs at 6 AM for the 6:20 shuttle but it didn't arrive until 7:15
    1 person found this review helpful 👍

  • 4/5 Alexis A. 1 year ago on Google
    Good stay at a hotel conveniently close to the airport. Check in is at 3 but we got there around 12:30 and told the front desk if there was a way to check in sooner and they helped us out and we were able to save that extra 2 and a half hour time to do other stuff. The breakfast was great, the showers were clean, and the pool was nice. Only thing that they can work on and the reason for the 4 stars is access to hotel from their parking lot. We had to go through the back lot and had to walk a good amount of time and had to swirl around the ramp and then go through the side of the hotel and through the back side. The parking lot to the room was about 13 minutes so that should tell you something. Overall, it was a good hotel for a quick stay.
    1 person found this review helpful 👍

  • 4/5 Mialien M. 1 year ago on Google
    Very nice hotel, by the airport PLUS hotel shuttle service and breakfast! The bed was comfortable and everything appeared to be clean. There’s a convenient store within walking distance too! My only negative was the taxi service; I requested a taxi from the front desk/told them where I wanted to go and it took 30+ minutes for the taxi to arrive and the driver took us to the WRONG location therefore we had a hard time getting back to the hotel and when your a English speaking visitor in Mexico this was not a great experience!

  • 5/5 Rachelle W. 1 year ago on Google
    I got into Cancun late in the night with no reservations. At 1:00 AM I was dreading spending 20 hours in the airport. Juan and Harry were very accommodating last minute. Breakfast was great and my suit is beautiful 🤩 Thank you for your service guys! I will definitely make reservations before hand next time. Grateful everything worked out. Now relax by the pool until I fly back to Canada 🇨🇦

  • 5/5 Cea J. 1 year ago on Google
    Absolutely incredible experience! Gorgeous high ceilings, in a perfectly decorated mid-centry-modern room. Beautiful pools, often all to ourselves! And the Fish Tacos will change your life! Fantastic service, right near the airport. Highly highly recommend. We will definitely have this as our go-to hotel here!

  • 3/5 Raúl S. 1 year ago on Google
    Really good hotel, nice AC on arrival and clean building. The room was nice size and lovely equipment, TV maybe too big if this can be a "downside". Toilet roll is the big let down (thin and rough), the bed and shower are the best part. Swimmingpool lovely, gym and different terraces to relax. The restaurant was quite good, fantastic service by Victor and lovely breakfast by Vicente. Just slightly overpriced (guide: approx 1000 pesos for 3 drinks and 2 plates). To standard with other restaurants of the chain.

  • 2/5 DeAnna T. 1 year ago on Google
    Hotel is nice, front desk agents lack customer service. Asked for an email for the general manager due to a discrepancy they sent out another employee (not even the manager) from the back to tell me they can’t do anything and I could talk to someone tomorrow. I asked for an email again and she gave me a contact card for the front desk’s email. On the other hand the buffet’s attendants were very pleasant.

  • 5/5 Jackson M. 11 months ago on Google
    Don't forget to use HoteITully.ᴄᴏm when booking a place. This website will compare thousands of hotel sites and usually will have rates a lot cheaper compared to others! Thank me later on! This place is the best rated in the area. I've been staying here for a very long time. If you stay for a few nights you for sure won't be disappointed. Absolutely incredible experience! Gorgeous high ceilings, in a perfectly decorated mid-centry-modern room. Beautiful pools, often all to ourselves! And the Fish Tacos will change your life! Fantastic service, right near the airport. Highly highly recommend. We will definitely have this as our go-to hotel here!

  • 5/5 Janet D. 1 year ago on Google
    We had a nice one night stay here at the Fairfield Inn & Suites Cancun in January 2023. There is major road construction happening in the area which makes things a bit challenging. We enjoyed the included breakfast. We had dinner in the restaurant the night that we flew in, it was late and we did not want to go searching elsewhere for food. The taste of the food was good, however, it was served room temperature! It was very odd, like it hadn't been heated at all. Our meals were very expensive. The hotel grounds are beautiful as are the terraces. We will stay here again if flying in and out of the Cancun airport.

  • 5/5 Brandy A. 1 year ago on Google
    My husband and I ended up missing our flights and had to stay an extra day. We ended up picking this Fairfield inn since it was close to the airport. We had dinner at the hotel restaurant. The food was really good and after a day from hell, our server David was truly amazing. He indeed ended up being the best part of our day. Keep up the good work!

  • 5/5 Annie B. 10 months ago on Google
    Stayed here for 1 night and everything was great! The airport shuttle was clean and picked us up promptly. The room was comfortable, clean and had all we needed. The breakfast was included and offered variety. The pool area is nice too. Overall, great value for the price!

  • 1/5 Marla B. 11 months ago on Google
    If you are booking this because of the shuttle service, don't!! Reading other reviews now, I see others have experienced the same problem. I booked this hotel specifically because of the 24-hour shuttle service from the airport. When we arrived after midnight, we called the hotel as instructed to arrange shuttle service (they will not arrange this in advance). After calling multiple times for 30 minutes without an answer, we had no option but to take a taxi service to the hotel. Once we arrived, we found they had given away our rooms for the night (even though they had my credit card and should have held them regardless of the time). The hotel staff never apologized for not answering the phone or giving our rooms away. I will never stay at this hotel or recommend it to anyone. Horrible experience.

  • 5/5 Kelly A. 1 year ago on Google
    Our expectations were very low coming in from the reviews we read, but we extended our trip for one night due to a snowstorm at home and our resort priced us out so we chose to stay near the airport. Check in was smooth and the employees were very kind! People complaining about the lights in your room not working. There is a master switch that turns on the ability for the lights to go on and off. The restaurant had fresh options and the wait staff did a great job for dinner service when a cancelled flight came in all at once. We had no issues taking the airport shuttle to the airport. We would stay again to transition into and out of vacation mode!

  • 4/5 Jeroen B. 10 months ago on Google
    This is very nice. Spacious rooms, good WiFi and decent breakfast. Hotel has lots of outdoor areas to hangout or work. Friendly staff. Lots of free parking which is good as you’ll need a car to get to anywhere nice from this hotel. Still, as a place to stay / work it’s great.


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