Courtyard By Marriott Ciudad Juarez

This is the worst experience I have ever had a this hotel, or any Marriott hotel for that matter. It all started with the check in payment. I am an American that has lived in Mexico for decades. I use an American debit card and most places here want me to use it as credit. In fact, since it's an American mastercard, I can use it either as debit or credit. I have never had any issues with this before. When I was charged, your card machine said it was approved. Then, the receptionist said it was not. I have struggled with this before. So, I showed her my app where it clearly showed I was charged. The receptionist started being rude and defensive. She was not empathetic, compassionate, understanding, or even apologetic. She didn't care what I had to say. All she wanted was for me to accept was she was saying and pay with another card. I didn't relent. I explained the whole ordeal to her of how I've struggled in the past and other businesses help me out. I explained that that was the only card I had to pay. She didn't care. She got her manager on the line, the Licenciada Laura and she wasn't helpful either. She was quick to give the receptionist the print out where it showed that the payment didn't go through. I was appalled! I kept telling both the ladies that I've stayed at this particular hotel so many nights. I told them how I am willing to pay 2-3 times more than other local hotels because my family and I love this particular hotel. I said that to the ladies. They did not care! Not to mention, that I've been a manager at a Hilton hotel before. The manager has the power and authority to override her system and she could've made my stay right. We stayed 2 nights! Furthermore, we could easily have fixed this the following day. But no, they didn't care! The manager said I needed to use a credit card and guarantee my first night by putting a hold on it. I was so disappointed! It doesn't end here, the receptionist messed up my reservation. Like I said, we've stayed at this hotel many nights and we are Bonvoy members. We've NEVER had to worry about paying breakfast separately. So come to find out, the next morning, the waiter said our breakfast was not included. I was appalled again. When I finally got the chance to speak to the manager face to face that afternoon, I told her everything that happened. Sure she listened but not once did she apologize for my horrible experience with her receptionist, her system, and the confusion with the breakfast. I was emphatic that we are Bonvoy members and she kept saying that we were new members which is why our breakfast wasn't included. I explained that was not true and that her receptionist did something to our reservation when she had to book us in for the night. Needless to say, the manager had to charge me extra so our breakfast the following morning was included in our reservation. Honestly, I didn't care to pay extra at this point because I was exhausted being treated as a sub par customer. Like I said, this was the worst Marriott experience we have ever had! You should get staff that actually cares about your customers! And corporate should make this right. Please refund us or let us have a few nights comped so we can do a redo.

Excellent place to stay whether for business or vacation. The food is amazing, and the included breakfast buffet is really good. The sports bar in the late afternoon and evening is great for relaxing and having a drink! I highly recommend it.

I have no complaints with this hotel. Highly satisfied with the attention to detail and customer service from every single personnel here from kitchen to front reception, bartenders, waiters/waitresses, housekeeping to shuttle drivers. We had to extend our hotel stay and ended up staying for approx 2 weeks. Every single one of the personnel interacted with us, very friendly, welcoming and inviting. Staff here politely made a connection with my husband and I making our last day a bittersweet day. Hotel is super clean and secure (not anyone can walk into without a reservation- my favorite part). Also has 24/7 gym and washer and dryer available, bar, breakfast lunch and dinner options available as well. Shuttle as well.