Marriott Tuxtla Gutierrez Hotel

This hotel is charging guests about 10% more than the confirmed rates. Marriott hotels can choose what currency to advertise on Marriott's web site, but most in Mexico choose USD so they can take advantage of this "scam" whereby they have to convert the USD price to Mexican pesos at a rate they choose (not the market rate). That rate ended up with a charge to my credit card of 10% more, in USD, than the price I had agreed to pay. I brought this to the attention of the management and they held firm that it was within their right to do and started talking about floating rates and banks setting different rates. Another Marriott tried the same thing, while a third that also advertised in USD used the exact exchange rate on the day of my checkout resulting in my card being charged the exact USD I had agreed to when I booked the property. So the properties have the option to use the market exchange rate, but most in Mexico use an inflated rate. Watch the amount they try to charge you at check in. If you're okay paying more than you agreed to pay, you'll have no problem. If you only want to pay the rate you agreed to, you're in for a struggle. The property itself is a bit confusing from a design perspective, but the lobby is really beautiful. Restaurant staff were amazing each of our 6 days. By the second day they already knew our names and that one of us liked sugar and milk with our coffee. The room itself was comfortable, though a bit dated. Hot water worked well and house keeping was great. Due to COVID the executive lounge was closed. We also were not offered a suite upgrade even though we are Platinum members (two suites had lights on at night so I presume they were open, and we didn't make a request for an upgrade). Lots of nearby restaurants, many American. Location is a bit outside of the main centro, but you're probably not in Tuxtla to tour Tuxtla. Overall, I'd stay again, but only if the property stops with the currency exchange scam.

I'm currently at the Marriott in Tuxtla. TERRIBLE front desk staff. I walked up to the guest services receptionist today at 3:30PM because she was standing next to the Bonvoy Elite sign. She was working on her calculator - which she did not stop doing when I walked up. Meanwhile - not wanting to bother her and figuring she would help me in a second - I put my reservation print-out, Marriott Visa and ID on the counter. Without ever speaking to me - No "Hello/Welcome/Good afternoon" - she took the items off the counter and brought them over to two colleagues behind the counter. She laughed and I heard her say something about check-in, at which point BOTH receptionists turned, looked directly at me and laughed. ?? Not in a welcoming manner. She walked back over to me and didn't say a word. Not one word. Confused, I said "Should I check in over there?" She shrugged and said yes. I said "I came over here because the sign is here." She said "It's OK" This conversation took place in Spanish. the thing to say here is "Hi -welcome. I'm sorry, my colleagues will attend to you - etc" I walk over to the two other receptionists who are still laughing - at what I don't know - and I said "Is everything OK? I went over there because the sign said to." She continued to laugh and said "It's OK" I said "Because my going over there seemed very funny to you." She shrugged and started checking me in. The thing to say here is "Welcome - I'm sorry my colleague could not attend to you but I am happy to. Let's get you checked-in, etc." Again, nothing from the Daniela - the laughing receptionist. No pleasantries, no how are you, no welcome, nothing. Not even Hello?? What was that about? First impressions matter - they set the tone for the visit. And they left me with a terrible first impression. Luckily the bellman, lounge staff and restaurant staff have had better training. They need to retrain the front desk - you are only as good as your training. This is not how you greet guests.

Nice and comfortable hotel will definitely be back soon

The restaurant service was pathetic for the Marriot brand. Terrible food and old and spoiled wines not to mention the service was terrible

I stayed here two times and almost 25 days...This hotel is situated at prime location in Tuxtla city and many good restaurants are close to this property... breakfast is delicious and their staff is very helpful especially Ms. Daniela at front desk...she helped me on several occasions. Overall good experience