Auténtico Monterrey

We’re moving hotels right now at 1am because we can’t sleep through all the noise. The place looks nothing like the photos, and we feel deceived. It’s badly maintained, with stained walls and furniture, smelly hallways, and an old elevator. There’s so much potential here, but the hotel feels gross and neglected. I saw questionable reviews and still gave it a chance because of the pictures. Big mistake. There are much better options in Monterrey at the same prices.

We booked back in April, then our reservation was cancelled just three hours before check-in. All we got was a generic email, with no call, no attempt to reach us, and no effort to check the card. When we called, they said there was “nothing they could do” and that the room had already been given away within 20 minutes. We were at the airport with nowhere to stay because of their lack of responsibility and terrible systems. A professional hotel shouldn’t treat guests this way.

The front desk staff and rooms division manager were rude and uneducated. They tried to embarrass me and called me a liar when they couldn’t help. I had to speak to management to get the issue fixed. The desk staff and their manager were unhelpful and very confrontational. It was really upsetting.

The restaurant and location are the only things that still save this place. It’s expensive for what it offers, and it definitely doesn’t look like the pictures. It used to be a great hotel, but now it looks a little trashy and needs better maintenance and an upgrade. The TVs aren’t smart, there’s no refrigerator in the rooms, and the pool is poorly maintained.