Holiday Inn Express Hotel & Suites Toluca Zona Aeropuerto by IHG

The location was handy for the airport and the accommodation, so that's why I gave it three stars. Breakfast was just okay. One elevator wasn't working, and the other was slow, so there was a wait or you had to take the stairs.

The manager was kind and tried to help, but guests shouldn't have to ask for a manager just to get the rooms they reserved. They never admitted they were wrong. We eventually got our rooms, but the whole thing shouldn't have happened. I booked two rooms, one for my business partner and one for myself. My partner arrived three hours before me, and the woman at the desk said they didn't have the room I'd reserved and gave him a smaller one. He told her I was particular about my room and reservation and wouldn't be okay with that, but she ignored him and made him take it. When I got to the hotel from the airport, my partner had already told me what happened. I immediately asked to speak to the manager. After I said I had two reservations and an issue, the manager came over a couple of minutes later. I took him aside and sat with him, since there were lots of guests around. I explained that if they didn't have the rooms we booked, they should have told us so we could cancel and go somewhere else. Making guests accept smaller rooms after paying for larger ones didn't seem like ethical business practice. He understood and asked for a little time to sort it out. Five minutes later, the rooms that supposedly weren't available had somehow become available. I'm a business traveler and am sharing this for other travelers. Don't be fooled by this. If you don't get what you booked, cancel and find another hotel. There are plenty. I moved to Raddison because of this issue.

The room was spacious, with a queen bed, desk, and good bathroom, and the location is convenient, just a two-minute walk from Sendero mall. The cleaning staff were receptive and skilled, and my room was cleaned every day. A few things to consider: the furniture throughout feels sized for people under 1.75m (5'9 ft). Chairs, hall desks, and sofas all seemed small. Breakfast is mostly Mexican food, with few choices for foreigners. At the in-room workstation, the chair height adjuster was broken and the chair kept sinking every 10 minutes, so it needs replacing.

Making the reservation was easy, and I had a good stay. Staff were friendly, the room was nice and warm, and the included breakfast was simple but tasty. There was one day when the room wasn't cleaned.