Hampton Inn by Hilton Monterrey/Galerías-Obispado

The room was quiet even though we were near a busy avenue. The hotel was spotless, and the front desk staff were courteous and polite. Breakfast was free and much better than any I've had at a Hampton Inn in the US. I'd recommend staying here.

My stay at the Hampton Inn Monterrey Galerias left me with mixed feelings. The updated room was clean and well maintained, and the housekeeping team were consistently friendly, smiling, and great at their jobs. They showed better customer service than the night front desk employee. The lobby and hallways, on the other hand, looked worn and neglected, with scratched walls. Breakfast was the biggest letdown. I stayed six days, but pastries were available only once. The ingredients seemed cheap, the quality was poor, and there was almost no meat. I was comparing it with Hampton Inn Tijuana Airport, where breakfast is reliably excellent, with chorizo, pan dulce, and other high-quality choices. The difference was substantial and disappointing. The young woman who checked me in was kind and helpful. Another front desk employee on the night shift was repeatedly rude and unhelpful. One evening I asked for silverware for my dinner, and she refused to give me any from the breakfast area, saying there were no disposable utensils. Her dismissive response felt unacceptable, especially toward a Gold/Diamond member. After I checked out and returned to the U.S., I called because my electronic bill hadn't arrived. I'm fairly sure I spoke with that same night employee. She was unnecessarily rude again. I was annoyed, but stayed respectful, as I always do. It seemed clear to me that good customer service wasn't a priority for her. Some businesses know how to treat every guest well, and others simply don't. I understand this location is independently operated, but it still uses the Hampton Inn name. The poor breakfast and repeated negative interactions with that employee don't match the brand standards I expect. In the two weeks before this visit, I stayed at Hampton Inn properties in Johnstown, PA, and Poway, CA, and the quality and service were substantially different. Thanks for taking the time to consider my feedback.

This was one of the worst hotels I've stayed at in a while. The service was really, really bad, and it wasn't worth the money when there are much better places nearby. It's a poor choice for business, with lots of young kids, a bad breakfast, and a location in the middle of a parking lot with almost nothing close by. The rooms aren't soundproof, so I could hear everything inside and outside the hotel. The old AC was so noisy that sleeping with it on was impossible. The Wi-Fi didn't work either.

Reception staff seemed to listen to what I asked but didn't actually hear me. The Wi-Fi was poor, around 5 Mbps at most, which was barely usable. The gym was just an empty room with a few machines and a treadmill that didn't work. The pool felt like a kids' pool, and the rooms had poor ventilation and didn't feel airy. It's an okay hotel, nothing more, and I wouldn't make it my first choice.