Habita Monterrey a Member of Design Hotels

My friends and I bought a day pass to spend the day here, and honestly I only feel the need to leave a review when I get a bad experience so that others can read them and be aware. The only guy giving us a good service was from argentina, didn’t get the chance to ask for his name because he was the only one actually doing his job and seemed to be really busy, but really liked him and his costumer service. I don’t know If that’s the service that people are used to get here, but there was no toilet paper, the sink was not working, we got warm beers and I had to ask to get limes like 5 times, until I got them more than an hour after, the pool was dirty and freezing, I asked for a non-alcoholic beverage and they charged me for the alcoholic version that doubled in price, that I really don’t mind paying but after the bad service my friends and I got that was our last straw and really pissed us off, the place is really pretty and I see a lot of potential, but they need to either train their staff or hire more people.

I stayed at Habita Monterrey (a Marriott property) from April 3–7, and it was by far the most disappointing hotel experience I’ve had with Marriott. On our third night, we came back freezing from a festival and had no hot water in our room. We couldn’t shower, and both ended up catching a cold. The front desk staff was unhelpful, showed no urgency, and didn’t communicate with us at all—she didn’t speak English and made no attempt to offer any alternative solution. We had to use a translator app at 3 AM just to ask if we could use another room to shower. Only then did she reluctantly check for availability. I also called Marriott customer service, hoping for better support, but the rep simply redirected me back to the front desk and promised to file a complaint—which I never heard back about. The next morning, the manager apologized and said we’d be refunded for one night, but it’s now been weeks and no refund has been issued. To make matters worse, on the fourth night, they shut off the cold water, so we only had boiling hot water. Completely unacceptable. For over $500 CAD per night, this is not even close to the standard Marriott promises. The experience was so bad, it’s made me seriously reconsider staying with Marriott in the future. UPDATE: Hotel still has not provided me with any updates or follow up. They did not provide any contact methods for me to communicate with them on this matter. I had tried calling the hotel, and requested to speak with their manager. Yet the front desk couldn’t understand my request and I never received a call back.

For people that don’t speak Spanish, please reconsider before booking this hotel. Me and my friend decided to stay in this hotel given it is under Marriott and it looks neat and modern. We thought our stay would be a pleasant stay with the price that we paid for. We were there for a music festival so we backed to our room late and found there was no hot water in the shower. And here’s where the nightmare starts: 1. No staff that can speak in English. We had to use Google translate to communicate with their staffs at all time. 2. No solutions provided. They sent a staff up to check and that’s all. They had us to wait forever for the feedback and eventually we had to go down to lobby ourselves to ask for updates. 3. Rude and not helpful staff. The front desk said the water temperature is normal and that’s all they can do. The fact is we already spent a few nights there and we know how hot the tab could be. Told us there’s no technician nor manager on site. We needed to ask if there was a spare room that we could borrow the shower at least. The staff originally said all rooms were occupied and eventually said yes we could use one of the room. We spent 3 hours in the midnight for above and eventually we needed to cut our itinerary because we were so lack of sleep.