iStay Hotel Ciudad Juarez

Really lovely place, and the staff were kind, understanding, and helpful. The location is excellent too.

The room’s air conditioner didn’t work, and noise every morning kept interrupting my rest. The room also had a dead cockroach under the desk. It was still there at the end of my three-day stay, which left me concerned about the hotel’s hygiene. I found the reception staff unfriendly and unprofessional. The parking lot was poorly lit and had no guard, and people were drinking alcohol on the premises, which made the area feel unsafe. My stay was very unsatisfactory. I wouldn’t recommend the hotel, and management should address these problems.

The rooms, service, and amenities have gone downhill. I hadn’t been back for about five years, and this used to be our go-to place. I’m not sure whether the ownership or management changed, but sadly, it no longer feels like a five-star hotel. We were given non-smoking rooms, but one smelled like cigarettes, and the building carpet smelled too. There was no fridge in the units, the TV didn’t work, and we had AC problems. When I mentioned these things, the staff just brushed them off. I left very disappointed.

When I passed through the gym on 3/20, both treadmills and the steppers had been repaired. That was a real surprise. The hotel responded quickly and listened to customer feedback, so I want to give them 10,000 likes. Please keep it up! Before that, the gym’s only two treadmills and steppers had been broken for a long time and couldn’t be used. For a so-called four-star hotel, they really needed fixing. I asked the person in charge to take care of it and said I’d update the situation next week.