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Reviewed 24 July 2018 via mobile

Horrible service did not respect my platinum member benefits, i got to the room no soap tried for 45 minutes to call front desk with no answer, called directly to the hotel phone number asked for the soap which they never delivered, the premises are very nice, the food in the restaurant also very average quality
A marriot and they cant even deliver soap to a room and imposible to get a answer from front desk or room service
I dont know how marriot con offer such horrible service

Date of stay: July 2018
Trip type: Travelled as a couple
Thank X6004BTadamr
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NELLY L, Front Office Manager at Ixtapan de la Sal Marriott Hotel, Spa & Convention Center, responded to this reviewResponded 25 July 2018
Google Translation

Estimado huésped adam r:
Gracias por tomarse el tiempo para completar la Encuesta de satisfacción de huéspedes en relación con su reciente estancia en el Hotel, Spa y Centro de convenciones Ixtapan de la Sal Marriott.
Dado que nos enorgullecemos de ofrecer una experiencia de hotel memorable durante sus viajes, nos apena saber que desafortunadamente no hemos alcanzado nuestro objetivo durante su reciente estancia. Por favor, acepte nuestras más sinceras disculpas por los inconvenientes ocurridos durante su estancia. Hemos compartido sus comentarios con el equipo de hotel para garantizar que se trata de un problema aislado que se corregirá.
Manteniendo nuestro compromiso de brindar una experiencia memorable con un servicio excepcional, esperamos tener la oportunidad de mejorar su experiencia con nosotros cada vez que sus viajes lo lleven a Ixtapan de La Sal.
Atentamente,
Nelly Lara Fuentes
Front Office Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 13 June 2018

The lobby is a grand, open area. The hotel is huge and worth exploring. Our rooms were on the third floor which actually was a ground floor (hotel is built into a hillside so there is more than one "ground floor". Each room had a private patio with flowers and trees all around and chairs and table for relaxing and enjoying the ambiance. Be sure to keep a look out everywhere you go for surprises in art so casually placed in the public areas you feel more like you are in a large home than a hotel at times. The rooms are spacious and comfortable. The hotel itself is quite large with rooms for celebrations, conventions and weddings and even a charming chapel you should definitely explore while there. The food is fine, nothing spectacular. Be sure to take some time to explore the hotel and grounds. The outside areas are beautifully cultivated and wonderful art surprises will greet you at nearly every turn. The bathrooms are large, the shower great with an abundance of hot water. The towels are large, absorbent and soft enough. The bed was great, the pillows not so much but not impossible. There is no air conditioning but the ceiling fan will probably keep you cool enough. All in all this is a fine place to stay for a night or two.

Date of stay: May 2018
  • Trip type: Travelled solo
    • Rooms
    • Cleanliness
    • Service
Thank PhotographVagabond
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NELLY L, Front Office Manager at Ixtapan de la Sal Marriott Hotel, Spa & Convention Center, responded to this reviewResponded 5 July 2018

Dear guest:
On behalf of everyone who works at the hotel, I want to thank you for your preference during your visit to Ixtapan de la Sal.
I had the opportunity to read your comments, we really appreciate the time you spent sharing your experience.
The leader of the corresponding area is aware to follow up on the areas of opportunity mentioned.
Thank you for your loyalty; it is an honor to serve you.
With our hands in our hearts we wait for you to come back here at your house.
Sincerely,
Nelly Lara Fuentes
Front Office Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 June 2018 via mobile

The reservation made by Booking.com was not respected. Both sides blame each other, but we moved ourselves to a much better hotel at Hotel Rancho San Diego.
Be aware of Booking.com & Marriott “service” reservations!!

Date of stay: May 2018
Trip type: Travelled with family
2  Thank DEIN_VATER
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 31 March 2018 via mobile

Too make a long story short, this property does not deserve the Marriott tag, front desk personnel shouts for training, discretionary access to swimming pool and rude personnel all over the place. My Silver status (whatever that means) served for nothing to have a differentiated access or treatment - low priced, so its quality service.

Date of stay: March 2018
Trip type: Travelled with family
1  Thank flezama2002
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NELLY L, Front Office Manager at Ixtapan de la Sal Marriott Hotel, Spa & Convention Center, responded to this reviewResponded 1 April 2018
Google Translation

Estimado huésped flezama2002:
Gracias por tomarse el tiempo para compartir su experiencia durante su reciente estancia en el Hotel, Spa y Centro de convenciones Ixtapan de la Sal Marriott.
Dado que nos enorgullecemos de ofrecer una experiencia de hotel memorable durante sus viajes, nos apena saber que desafortunadamente no hemos alcanzado nuestro objetivo durante su reciente estancia. Por favor, acepte nuestras más sinceras disculpas por los inconvenientes ocurridos durante su estancia. Hemos compartido sus comentarios con el equipo de hotel para garantizar que se trata de un problema aislado que se corregirá.
Manteniendo nuestro compromiso de brindar una experiencia memorable con un servicio excepcional, esperamos tener la oportunidad de mejorar su experiencia con nosotros cada vez que sus viajes lo lleven a Ixtapan de La Sal.
Atentamente,
Nelly Lara Fuentes
Front Office Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 January 2018

If your endeavours have you travelling to this very small, quiet, yet pintoresque and beautiful little town, this is your best bet as a hotel. There are others in the place, but certainly this is one of the top contenders. Service is great, place is super clean. Amenities for all family members are available and the logistics of the place are great. Enough parking. Many activities for realxing and the SPA is superb. A business retreat would truly benefit for a place like this that is not so expensive but still located close to Mexico City. You will enjoy a great stay for sure!

Room tip: Pool view.
Date of stay: June 2017
  • Trip type: Travelled with family
    • Rooms
    • Cleanliness
    • Service
1  Thank hectorm224
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
NELLY L, Front Office Manager at Ixtapan de la Sal Marriott Hotel, Spa & Convention Center, responded to this reviewResponded 8 January 2018

Dear guest Hector M:
On behalf of everyone who works at the hotel, I want to thank you for your preference during your visit to Ixtapan de la Sal.
I had the opportunity to read your comments, we really appreciate the time you spent sharing your experience.
The leader of the corresponding area is aware to follow up on the areas of opportunity mentioned.
Thank you for your loyalty; it is an honor to serve you.
With our hands in our hearts we wait for you to come back here at your house.
Sincerely,
Nelly Lara Fuentes
Front Office Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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