Krystal Monterrey

We were in Monterrey for a wedding and stayed at Hotel Krystal, and the problems started early. Someone in our party asked Emmanuel about an upgrade at check-in and was told none were available. In the assigned room, they found vomit on the wall. When they went back to request a supervisor and complain about Emmanuel's rudeness, an upgraded room with a view suddenly appeared. We decided to book a junior suite with a view before our arrival. The night before, we called to ask about early check-in and were told we could pay when we got there. On arrival, the lobby was cool but smelled strongly of mold and mildew. Emmanuel was there again, and responded to the request with an immediate “no early check in,” eye rolls, and an unprofessional attitude. The suite was 28°C when we entered, with both the AC and outlets off. We later heard the hotel turns off AC before guests arrive, so the room can be very hot and take hours to cool down. Some outlets only worked when certain light switches were on, which nobody explained. Even after two hours, the AC was blowing hot air. Maintenance came only after we called twice, and the room barely cooled even hours later. I had to ask for a fan to sleep. The floors were dirty, the halls had visible water damage and peeling panels, and our room constantly smelled of mildew. I have severe allergies and woke up with migraines and symptoms every morning. Service seemed to depend on who was with us. When the groom came to the desk, the staff went from rude to accommodating. In the elevator, an Ironman participant told us he had booked another hotel because he wouldn't put his family through those conditions. He said he kept this room only to store his bike for the race. We were also charged about $100 for four shots at the hotel bar. On checkout morning we were away for about two hours. The door had closed normally when we left, but when we returned for our luggage, it wouldn't close properly and the frame by the lock was cracked, as if it had been forced. We reported it right away; the woman at the front desk suggested we might have caused the damage. Communication was difficult, while Emmanuel stood nearby rolling his eyes and muttering. When we asked for a manager, staff seemed to assign someone on the spot. With the maintenance, temperature, cleanliness, electrical setup, and service problems, we stayed only because of the wedding. I'd strongly recommend another hotel in Monterrey.