Holiday Inn Express & Suites Monterrey Valle by IHG

I didn’t feel comfortable for the whole week I was there. Staff seemed to choose who they would help or correct, which gave me a discriminatory vibe. Basic services were inconsistent or missing unless you kept asking, and even after raising the problems, staff apologized politely but carried on the same way. Housekeeping wasn’t daily unless requested, and even then they often didn’t show. Towels had to be requested each time. When cleaners finally came, they made the beds but didn’t change the sheets or finish the job. We were promised cleaning, but it never happened unless we followed up multiple times. Asking for what should come with the stay made me feel like a bother. For what we paid, that’s unacceptable. The TV barely worked, the remote was unreliable, and there were no apps like YouTube or Netflix. Internet was unstable throughout our stay. We’d asked for a room facing the Sierra de la Silla, but got the opposite side of the building and could only see the edge of the mountain. There was no proper hot water in the room, so making coffee or tea wasn’t an option. There’s no self-service machine in the lobby unless you ask. You can’t take breakfast to your room, and transportation gets charged to your room immediately at a high fee. Even laundry felt like a scam: one detergent pod was $1 USD, while a whole bottle at HEB costs only $2 USD. It felt like a waste of time and money. I’d have rather spent it on an Airbnb where I could actually relax. I won’t return or recommend this hotel.

The breakfast was mediocre, and I wouldn’t count on having a good one here. The front desk staff were incredibly rude, and management was bad too. I’d never stay again, even for free. They’ll find ways to take your money, whether through a deposit fee or by claiming your card didn’t go through. DO NOT STAY HERE if you don’t want your trip ruined. Worst experience in Mexico.

This has happened to me twice: even with a prepaid reservation, the hotel calls around 5pm, and if you don’t answer, they sell your room to someone else. At the front desk they say this is normal. Don’t book here, find another place.

I arrived for my March 6th booking and was told it had been cancelled because my credit card wasn’t working. They said they’d called, but I never got a call or an email. My card was fine: I used it for the taxi to the hotel and to book a new room at another Holiday Inn in Monterrey. At 11 pm I had to find somewhere else to stay, and they did nothing to help, saying, “if your card does not work, it's your problem”. The supervisor wouldn’t speak to me. After I left, 4 other people arrived with the same issue, all with different cards, in 30 minutes. Were we just very unlucky, or had they overbooked and didn’t want to pay for it? For me, this gets a ZERO. You can judge for yourself.