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Reviews of City Express by Marriott Tepotzotlan

3.5 out of 5
City Express by Marriott Tepotzotlan
Autopista Mex Qro Km 42.5 Col., Barrio Texcacoa, Tepotzotlán, MEX

Reviews

8.4

Very Good

Rating 10 - Excellent. 263 out of 540 reviews" "
Rating 8 - Good. 174 out of 540 reviews" "
Rating 6 - Okay. 70 out of 540 reviews" "
Rating 4 - Poor. 14 out of 540 reviews" "
Rating 2 - Terrible. 19 out of 540 reviews" "

8.8/10

Cleanliness

8.6/10

Staff & service

8.6/10

Amenities

8.6/10

Property conditions & facilities

8.6/10

Eco-friendliness

Reviews

6/10 Okay

Lori

Business traveler, Traveled with partner
Liked: Cleanliness, staff & service, amenities
La ubicación del hotel es excelente. Vivimos en el sur de la ciudad y quedar en Tepozotlan nos ayudamos evitar el trafico de la mañana. Tuvimos un problema con el agua. No habia nada de agua caliente para bañarse.
Stayed 1 night in Feb 2024

8/10 Good

Alan

Business traveler
Liked: Cleanliness, staff & service, room comfort
Blankets and sheets need updates. The breakfast was not that great. The price was good and the service was friendly and the hotel was clean
Stayed 3 nights in Dec 2023

10/10 Excellent

Martin

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Nov 2023

10/10 Excellent

Marco Antonio

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Saludos. on 2023/11/7
Estimado Marco.Gracias por tomarse el tiempo para compartir su experiencia reciente con nosotros. Espero que elija quedarse con nosotros nuevamente cuando sus viajes lo traigan de regreso a la zona.

10/10 Excellent

Juan

Liked: Cleanliness, staff & service, property conditions & facilities
Muy amable y limpio lugar
Stayed 11 nights in Jun 2023

10/10 Excellent

Irma

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything is perfect thanks
Stayed 3 nights in Apr 2023
Response from Gerencia on 2023/6/7
Thanks for your preference.

4/10 Poor

Daniel

Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Old hotel, needs maintenance, rooms are very dark… decided to not even spend the night there…
Stayed 1 night in Apr 2023

10/10 Excellent

danny

Stayed 1 night in Jan 2023
Response from Saludos. on 2023/1/19
Muchas gracias por el valioso tiempo para hacernos llegar tu calificación y comentarios, nos complace conocer que hayas tenido el servicio y comodidad que tu y nuestros huéspedes merecen. Sera un placer recibirlos en sus futuros viajes. Sinceramente, City Express Tepotzotlán.

6/10 Okay

Brenda

Traveled with family
Liked: Cleanliness, property conditions & facilities
Good, not great.
Slept well with the blackout rolling shades. Comfortable beds. The bathroom didn’t have an exhaust fan so leaving the door open was a must while showering. The shower curtain was too short which lead to a soaked floor every time I showered. I had to use 2 towels to soak up all the water after the shower. I had to get clean towels every day, something I absolute hate doing. Not a very eco friendly situation :( The staff was super friendly except for 2 ppl, tall young door guy and Zaira at the front desk. I had to visit the front desk about 4-5 times to reactivate my key. I had the displeasure of dealing with Zaira for this particular reason. She was extremely rude and told me the reason my key was no longer working was bc I had to pay my laundry bill. I asked her “ so what’s the excuse for having this issues 3-4 times prior to sending my my laundry out?” Needless to say, I had no response from her.
Stayed 10 nights in Aug 2022
Response from Thanks. on 2022/8/24
Dear Mr. Brenda, We appreciate the time you spent in sending us your comments about your last visit, which are already being reviewed with the people and areas involved. We are sorry that you had to go through this painful situation so we offer you our most sincere apologies. In City Express Hotels we strive to provide the service that all our guests deserve to receive. We will take into account what happened so that it does not happen again with present and future travelers. We hope to have your preference on your next visit to the city so that you can see the improvement in these areas and allow us to offer you the excellent service that characterizes us. Greetings. City Express Tepotzotlan.

10/10 Excellent

Ana Laura Amero

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
like any other hotel
Stayed 1 night in Aug 2022
Response from Thanks on 2022/8/24
Thank you for the time you spent sending us your comments about our hotel. We hope to have you back on your next visit to the city and if there is anything we can help you with, we will gladly do so. Greetings

8/10 Good

Francisco

Stayed 1 night in Aug 2022
Response from Gracias. on 2022/8/12
Apreciable Sr. Francisco, Agradecemos el tiempo que tomo para hacernos llegar su calificación acerca de nuestro hotel, nos agrada saber que su estancia con nosotros cumplio sus expectativas. Esperamos tenerlo de regreso con nosotros en su proxima visita a la ciudad. Cordialmente. City Express Tepotzotlán.

10/10 Excellent

Iliana Abigail

Stayed 1 night in Jun 2022
Response from Gracias on 2022/6/29
Hola Liliana. Muchas gracias por tomarte el tiempo para hacernos llegar tu calificacion, nos complace conocer que hayas tenido el servicio y comodidad que tu y nuestros huéspedes merecen. Confiamos en contar con tu preferencia en futuros viajes. Sinceramente, City Express Tepotzotlán.

10/10 Excellent

Leslie

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not enogh restaurants or shopping malls around the area
Stayed 3 nights in Jun 2022
Response from Thanks on 2022/6/14
Dear Leslie. Thank you for the time you spent sending us your comments about our hotel. We hope to have you back on your next visit to the city and if there is anything we can help you with, we will gladly do so. Greetings

10/10 Excellent

Agustin

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I like everything
Stayed 3 nights in May 2022
Response from Thanks on 2022/6/14
Dear Agustin, Thank you for the time you spent sending us your comments about our hotel. We hope to have you back on your next visit to the city and if there is anything we can help you with, we will gladly do so. Greetings

10/10 Excellent

Celia

Stayed 1 night in May 2022
Response from Saludos. on 2022/11/2
Estimada Celia, estamos muy agradecidos por su calificación, nos complace saber que todo nuestro personal le brindo el servicio que usted y todos nuestros huespedes merecen. Esperamos verla pronto. Sinceramente City Express Tepotzotlán.

4/10 Poor

Arturo

Traveled with partner
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
The breakfast was excellent. Our problem was that the toilet was leaked all the way to the carpet. They did moved us to a different room. But on the other room when we arrived the light didn’t work but with a few clicks we manage to make it work. the shower knob was lose and fell and the sink drain was not working and we had to constantly pull the drain stopper. Because the hotel is near the toll gate and the main highway there’s a lot of noise from the semi trucks. The staff es friendly and they always help us. Around the hotel there’s nothing to eat except the nextdoor Burger King(BTW don’t try the Mexican version of vegan whopper) but for a $2.50 Uber drive you can be at the Tepoz down town and eat anything.
Stayed 2 nights in Apr 2022
Response from Regards on 2022/4/16
Mr. Arturo, thank you very much for taking a few minutes to rate your experience with us, we are very happy to know that all the staff provided the service and kindness that you and our guests deserve. We are sorry for the inconvenience you had inside the room. It will be a pleasure to welcome you on your next trips and demonstrate improvement in that area. Regards. City Express Tepotzotlan.

10/10 Excellent

Edgar

Liked: Staff & service, property conditions & facilities
Disliked: Cleanliness
Hotel is good, I slept fine. Breakfast area was not clean.
Stayed 1 night in Mar 2022
Response from Thanks on 2022/4/5
Dear Edgar. Thank you for the time you spent sending us your comments about our hotel. We`ll check the case about breakfast area with rstaurant`s boss to fix it We hope to have you back on your next visit to the city. Regards.

8/10 Good

Verified traveler

Liked: Cleanliness, property conditions & facilities
A long walk to town
After a long bus ride I was a little disappointed that they would not let me check in at 1:30 until I told them that I was only 1 and a half hours early. Most other hotels have been able to accommodate my early arrival. I should have chosen a hotel closer to town as it was a long walk over the autopista.
Stayed 1 night in Mar 2022
Response from Thanks on 2022/4/5
Dear guest, Thank you for the time you spent sending us your comments about our hotel. On City Express Hotels the check in is at 15 hrs. But if we have any room clean when the guest arrive could give it, in your case we didn`t have a room clean there fore you has wait. We hope to have you back on your next visit to the city. Regards.

8/10 Good

Daniel

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Not close enough to the town that you can walk there unless you like walking a long distance in some harrowing traffic. The continental breakfast is decent but I wouldn't get your hopes up too high. The pastries are the best part. The parking lot is convenient for getting picked up and dropped off with a secure access gate. I just wish it was closer to the town itself.
Stayed 5 nights in Mar 2022
Response from Thanks on 2022/3/26
Dear Daniel, Dear Thank you for the time you spent sending us your comments about our hotel. We hope to have you back on your next visit to the city and if there is anything we can help you with, we will gladly do so. Greetings

10/10 Excellent

CRAIG

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Rest stop wonder!!
A little tricky to get to the hotel, but extremely friendly and easy to check in.
Stayed 1 night in Jan 2022
Response from Thanks on 2022/3/24
Dear Craig, We are pleased to know that your stay with us was satisfactory. We hope to have you back when you visit the city again. Regards. City Express Tepotzotlan.

6/10 Okay

Verified traveler

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021
Response from City Express Tepotzotlán on 2021/11/29
Sentimos enormemente que su experiencia no haya alcanzado sus expectativas. Agradecemos sus comentarios. Saludos.

10/10 Excellent

Lee

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2021
Response from Gracias. on 2021/11/16
Estimado Lee. Agradecemos sus comentarios y nos llena de motivación continuar ofreciéndole un servicio que cubra sus expectativas. Muchas gracias por compartir su experiencia. Estamos para servirle. Saludos.

8/10 Good

armando

Liked: Cleanliness, staff & service, property conditions & facilities
Ubicación
Stayed 4 nights in Oct 2021
Response from Gracias. on 2021/11/16
Estimado Armando, nos complace saber que su estancia fue positiva. Esperando contar con su preferencia en sus futuros viajes. ¡Saludos!

8/10 Good

Karina

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2021
Response from Srita. Karen on 2021/9/20
City express agradece sus comentarios. Nuestra labor es la satisfacción de nuestros clientes y de no ser así, sus comentarios nos motivan a mejorar para ustedes.

10/10 Excellent

Carlos Efren

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Muy buena opción
Muy agradable estancia, con muy buena atención y muy amables. Las camas y almohadas están un poco duras.
Stayed 1 night in Jun 2021
Response from CITY EXPRESS TEPOTZOTLÁN on 2021/6/22
Muy buen día Sr. Carlos, todo el staff de City Express Tepotzotlán agradece sus valiosos comentarios, es un placer y privilegio brindar nuestras atenciones y a su vez verificar nuestras áreas de oportunidad para ofrecer el servicio que usted y nuestros huéspedes merecen. Esperando contar con su preferencia en sus próximos viajes. Saludos!

6/10 Okay

Michael

Business traveler
Liked: Cleanliness
Disliked: Room comfort
Not bad for the price
Rooms a little small and beds hard. But the price was right!
Stayed 1 night in May 2021
Response from City Express Tepotzotlán on 2021/6/22
Hi Mr. Michael We really aprecciate your valuable feedback, since knowing these areas of opportunity make us improve to provide the service and attention you and our guests deserve.

8/10 Good

Rodrigo

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in May 2021
Response from City Express Tepotzotlán on 2021/6/22
Buen día Sr. Rodrigo, agradecemos su valiosa retroalimentación. Esperando contar con el privilegio de ofrecer nuestros servicios en sus futuros viajes!

8/10 Good

Rodrigo

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Conveniente
Lugar conveniente, personal amable, buenas medidas de higiene, a mejorar la calidad de los desayunos.
Stayed 4 nights in Apr 2021
Response from SR. Rodrigo on 2021/5/4
Buena tarde Sr. Rodrigo agradecemos su preferencia y tomaremos encuenta sus comentarios para seguir mejorando y ofrecerle una estancia mas satisfactoria. Saludos.

6/10 Okay

GABRIELA

Business traveler
Liked: Cleanliness, room comfort
Poor
Bad wifi internet. Very slow for 5 guest that was in the hotel at the same time
Stayed 2 nights in Nov 2020
Response from GG on 2020/12/15
Thank you for staying at your City Express home

8/10 Good

Verified traveler

Stayed 1 night in Nov 2020
Response from GG on 2020/12/15
Gracias por hospedarse en su casa City Express

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Disliked: Amenities
Stayed 3 nights in Aug 2020
Response from GG on 2020/8/11
Gracias por hospedarse en su casa City Express Tepotzotlan

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2020
Response from Viridiana Sanchez on 2020/3/26
Apreciable En City Express Tepotzotlan nos da gusto saber que su estancia fue de su agrado y superamos sus expectativas, continuaremos esforzándonos para que su siguiente visita sea aún mejor, agradecemos mucho el tiempo que se tomó para escribirnos sus valiosos comentarios, que tenga un excelente día. Sinceramente,  City Express Tepotzotlán

8/10 Good

Verified traveler

Traveled with partner
Liked: Cleanliness, staff & service, property conditions & facilities
It’s ok and practical place. I would add face towel and usb charger output
Stayed 1 night in Feb 2020
Response from Viridiana Sanchez on 2020/3/5
Apreciable Agradecemos su preferencia por elegir la Cadena de Hoteles City. Le ofrecemos una disculpa por todos los incidentes que se presentaron durante su estancia en el  City Express Tepotzotlán , se ha informado a los departamentos involucrados quienes tomaran las medidas internas necesarias previniendo que una situación similar como esta se repita. Sinceramente  City Express Tepotzotlán

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service
Convenient location service and staff are friendly and efficient rooms are clean.Prepaid check-in and checkout was easy
Stayed 1 night in Nov 2019
Response from Viridiana Sanchez on 2019/11/21
Apreciable En City Express Tepotzotlan nos da gusto saber que su estancia fue de su agrado y superamos sus expectativas, continuaremos esforzándonos para que su siguiente visita sea aún mejor, agradecemos mucho el tiempo que se tomó para escribirnos sus valiosos comentarios, que tenga un excelente día. Sinceramente,  City Express Tepotzotlán

2/10 Terrible

Adan Lugo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I need to complete my travel expenses and I cannot get corresponding invoice..... Totally unacceptable
Stayed 2 nights in Aug 2019

8/10 Good

antulio

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
nice
everything fine
Stayed 1 night in Jul 2019

10/10 Excellent

Uzziel

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jun 2019

2/10 Terrible

Verified traveler

Stayed 6 nights in Jun 2019

10/10 Excellent

Verified traveler

Traveled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very good option when traveling on business in the area, also good option to visit the town since they provide transportation to downtown
Stayed 1 night in Mar 2019
Response from Gerente General on 2019/4/5
It is a pleasure for us to know that your stay with us was pleasant, we hope you will soon

6/10 Okay

Verified traveler

Liked: Staff & service, room comfort
Stayed 4 nights in Mar 2019
Response from Gerencia General on 2019/5/3
Gracias por hospedarse en su casa City Express Tepotzotlán.

8/10 Good

Adan Lugo

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Mar 2019
Response from Gerencia on 2019/5/3
Gracias por hospedarse en su casa City Express Tepotzotlán.

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Nice option for business
Very nice hotel for bussines trips. Very nice breakfast and super clean. Only complaint rooms are a little small and the pillows are not very comfortable.
Stayed 1 night in Jan 2019
Response from FRONT DESK on 2019/2/26
It is for us to give a quality service and we will take into account your comment with housekeeper

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Up for the weekend
Was in town for a weekend with my partner, service and breakfast at the location was great. Very professional and at a good price
Stayed 1 night in Oct 2018

4/10 Poor

Verified traveler

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
Stayed 1 night in Oct 2018

10/10 Excellent

Jorge

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 7 nights in Jun 2018

6/10 Okay

Nicolas

Liked: Staff & service
Disliked: Cleanliness, room comfort
Reasonably priced but mediocre quality
Reasonably priced but you get what you pay for. The toilet seat was dirty when I arrived in my room and I had to stand literally by the entry door to my room to get WiFi signal on my mobile
Response from Irlanda Santana on 2018/5/4
Agradecemos por sus comentarios, seguiremos trabajando para usted Saludos

6/10 Okay

Victor, Houston, TX

Liked: Staff & service
Disliked: Cleanliness, property conditions & facilities
Needs Better Maintenance
This hotel is probably 10 years old and it really shows. Maintenance is needed in rooms, shower curtains are ripped, the bathroom ceiling shows rust and the shower itself is kinda clogged Air conditioner is too loud and the buttons show the normal wear and tear for 10 years if heavy use Needless to say TV screen is also outdated with HDMI port available Even for a budget hotel it falls short
Stayed 1 night in Nov 2017
Response from city on 2017/12/12
Good day, we offer you an apology for the inconveniences presented during your stay. we are already working on it to improve hospitality. we appreciate your comments.

4/10 Poor

joe, los sngeles

Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
Weekend stay
Bad management to start, employee at the night service was not in the front desk and it was no body to help us for 30 min, they give us the wrong room
Stayed 1 night in Nov 2017
Response from day on 2017/12/12
Good day, an apology for what happened. We are working to provide a quality service, hoping us of the opportunity again to be your lodging option. Thank you

4/10 Poor

RICK, DFW

Liked: Staff & service
Disliked: Room comfort
Isolated and micro rooms
Really very pricey for what you get, its new but nor good quality
Stayed 1 night in Aug 2017

10/10 Excellent

Verified traveler

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jul 2017