Staybridge Suites Puebla by IHG

We had a great check-in on December 30, when a staff member, whose name I wish I’d remembered, gave us room 121 quickly. He seemed like management material and someone who should train Salma in customer service. My dog was healthy then, and I wasn’t in a rush. On January 13, though, I asked Salma if she could speed things up because my dog wasn’t well and I wanted to get him settled. Her response was, “I never travel with my pets,” and the check-in was not good. I recommend rooms 119 or 121 because both have enormously large balconies for pets.

I’ve stayed at the Staybridge in Puebla quite a bit and always had a great time. The staff are friendly, the rooms are modern, and the air conditioning works really well. They clean the rooms every day. The pool and BBQ area are amazing, and staff clean that area every night.

I’d stayed here before without any problems, but this visit, which began Sunday, had several issues that weren’t handled properly. On our last night, the nightstand fell onto my mom’s arm. There was no first aid kit or nurse available, and no remedy for her injuries. The general manager sent maintenance, and one of the maintenance staff said the wood had been placed incorrectly and broke. The manager said they would take care of the nightstand and it wouldn’t be our problem, but my mom’s untreated injuries mattered more. I hope this doesn’t happen to anyone else, and that they improve guest safety and customer service.

For a longer stay, I’d recommend this hotel. Breakfast is served every day and is standard for this kind of place, with dinner offered three times a week. The room’s kitchen has basic equipment, so don’t expect to cook like a master chef. The basic rooms are okay, though they could be a little bigger.