City Express Plus by Marriott Tijuana

Dear Executive Offices, I want to give a huge shout-out to Valente at the front desk of Marriott City Express Plus Tijuana. I’ve stayed at this hotel more than 33 times, and every visit reminds me why I keep coming back it feels like home. Valente was absolutely phenomenal. With a line of over 30 people waiting to check in the weekend of Labor Day he was the only one at the counter, yet he handled it all with patience, professionalism, and a genuine smile. Not only was he checking in guests, but he was also answering phones, helping with questions, grabbing luggage and blankets, and assisting Americans despite language barriers. He moved nonstop, making sure everyone was cared for, and never once looked frustrated or overwhelmed. Every time I arrive, the staff makes sure I have what I need an English-speaking TV channel, an extra blanket, and quick help through WhatsApp whenever I reach out. From the security team in the parking lot, to the shuttle drivers, to engineering, to the front desk everyone here truly understands what customer service means. My Spanish isn’t great, but your team’s English always bridges the gap. Thank you for consistently making me feel at home. Valente, in particular, is a rockstar employee and a shining example of service excellence. Marriott City Express Plus Tijuana is lucky to have him. Sincerely, Miss Allen

Bad Experience – Would Not Recommend Our stay was very disappointing. The room had a strong sewer smell. During the night, we found a bed bug and killed it. After that, it was too uncomfortable to stay, so we decided to leave. While repacking, we saw another bug on the floor. At checkout, they asked if everything was fine—I said no, there were bugs in the room. The staff didn’t seem surprised or interested, just said “thank you for staying.” That reaction said it all.

I could hear lots of people talking while I was trying to sleep. The concierge was not helpful when I asked for dinning options or offer to show me the dining area in the hotel.