Holiday Inn Express Xalapa by IHG

The staff made the stay feel comfortable with their warm, attentive service. Breakfast is substantial, and usually includes one or two local dishes; the options change from time to time. The rooms also look out over Xalapa City and Perote Peak.

The room was clean, and the neighborhood felt very safe. Getting there was a different story: the hotel sits above a shopping plaza, but nobody showed me where it was, so I had to ask a nearby restaurant waiter how to find reception. You enter the plaza by stairs, then take an elevator or escalator up, which is a pain with heavy bags and no one offering to help. Service at both check-in and check-out was worse than I’ve had at motels. The central location is handy, with cafes, restaurants, and shops close by.

The location is great, but the amenities are poor for the price, and there’s a clear gap between cost, service, and what you get. I didn’t receive any recognition for my IHG status, and this feels below IHG standards. Trying to get a refund for an unused night was an ordeal: since I’d booked and paid with a foreign credit card, I had to fill out forms and provide a swift code and bank account details, then wait 3 months for processing. Honestly, bring your own towels. I don’t understand how this is still part of IHG.

I enjoy staying here and find it very comfortable. My one complaint is that there’s no heat in the rooms, which makes it uncomfortable when it gets very cold.