Hilton Monterrey

During my recent visit to Monterrey with my wife, we selected the Hilton based on its established reputation. Upon check-in, we were informed of scheduled water maintenance, which would result in water unavailability from 12:00 PM to 6:00 PM. While this was acceptable, the water supply was disrupted for a significant portion of our stay, including instances of no hot water and issues with the toilet facilities. The hotel's location is advantageous, situated within a prominent plaza and adjacent to Soriana, providing convenient access to various local attractions. The area is generally safe, and the rooms were comfortable and well-appointed. However, the maintenance team's responsiveness requires improvement, as the water issues persisted for several days. Excluding the water-related inconveniences, the experience would have warranted a five-star rating. The management did address the issue by upgrading our room, but further enhancements are necessary. Despite the challenges encountered, I would consider staying at this property again.

Decided to take my parents out on a little vacation and splurge on them and was disappointed by this experience. They mentioned there would be no water from 12pm-6pm and there was no water our entire stay. We check out and the front desk receptionist tells us we will be receiving a refund. I was happy because it was unacceptable so i allowed 3-7business days to pass and waited for my refund and got nothing. Then when i called the front desk receptionist gives me an email that was wrong. I called again got the right email, took a whole week for them to reach out once again. Then, the supervisor tells me the best they can do is give me 25k Hilton Honors points which is not even worth HALF of what i paid to stay in a waterless place and they can’t give me a refund or they can host a stay there again. You think i wanna stay there again??? NO THANK YOU. do not come here seriously i think we would’ve been better off staying at a cheaper hotel in downtown monterrey

I checked into this hotel (in which I stay often), only to be told that the water won’t be working for two hours. That was no problem— except it wasn’t two hours, it was over 6.5 hours. I woke up the next morning at 7:30 am to take a shower, and again, the water was not working. When I called the front desk I was told, “oh yeah, sorry, maybe a few hours. Maybe we can take you to another hotel to shower— we have shared rooms for the guests.” I booked this room, at this hotel, with the understanding that the water would be on. One day was fine but now it’s two days, and I’m paying the full rate for the room. When I expressed that, they simply said that their only options were to take people to another hotel to have water then bring them back. Im VERY very dissatisfied with this hotel and the lack of support given.