Holiday Inn Express Puebla by IHG

Everything was more than fine until an early-teen soccer group checked in on the last night. The kids were loud and obnoxious. It's really not the hotel's fault, but still...

I've stayed here several times, and the service has been excellent each time. The hotel is close to Centro and the other things you need, and the city view is breathtaking. The rooms are comfortable and do a good job keeping noise out. Breakfast is delicious, and everything is well planned and carried out. Doña Juana is so kind when she cleans and gets everything perfectly organized. I love all the staff and this hotel.

The parking is the one thing I'd praise. The included breakfast was very basic, but I knew that beforehand. The rooms need to be cleaner, though, and while check-in was quick and easy, booking a group was an extremely bureaucratic process. After they got my payment, I heard nothing. I'd arranged dinner through room service because the hotel has no restaurant. It came quickly, but paying was another matter. They asked for my card and put a $10,000 hold on it for incidentals for my group of 20. The waiter said there was no room credit, so I couldn't charge dinner to my room. No big deal, I paid on the spot. There's not much to do near the hotel, and dining options nearby are limited. From the start, I made it clear I needed a fiscal invoice for the stay and expenses, and I supplied all the documents. They said it would be issued at checkout, but it wasn't. After three days and countless calls, they finally sent one with errors they had made. I asked them to cancel it and issue a corrected invoice. I sent countless emails to the group coordinator, who wouldn't give me a name or contact number for accounting. A month later, they had cancelled the wrong invoice but still hadn't issued a correct one. Now they don't answer my emails, and I can't deduct the accommodation expenses for my whole group. I've used Wyndham hotels for my groups before and tried this one after a pleasant group stay at Holiday Inn Cairo. What a mistake. In over 29 years in the travel industry, this is the most unprofessional and unethical hotel I've dealt with. Travel agents and group leaders, be aware.

They serve breakfast on disposable plates, and the staff don't clear the tables. The air conditioner is right above the bed, the window can't be opened, and the room got foggy during one night. Reception said the airport shuttle would take 20 minutes, but it took an hour.