Safi Royal Luxury Metropolitan

At first glance, this place looks like a five-star property—but don’t be fooled. Our experience was far from anything resembling luxury or even basic hospitality. After a long international flight, we arrived in the late afternoon only to be told our room was still being cleaned. No apology, just a casual “you’ll need to wait an hour.” We were exhausted. The receptionist offered to “upgrade” us to a suite to make up for it—only for us to later discover the manager charged us the suite rate. So essentially, we were penalized for their mistake. Things just kept going downhill. I requested my laundry to be picked up and placed it in front of the door—standard procedure. No one came. I followed up because I needed those clothes, and although it was just 45 minutes past their stated cutoff, they shrugged and said they’d “try.” When they finally did process it, they charged us extra, again, due to their own delay. We paid it because we had no choice. The bathroom? A joke. The soap dispenser was broken. But the absolute worst part—the shower reeked of sewage. A nauseating poop smell filled the entire bathroom. There is absolutely no way this issue is new, and yet they still put us in that room. We couldn’t believe it. The next day, I had a staff member come up and smell it for themselves—it was that bad. This was only the second day of our stay, and we were already over it. Service overall? Lacking, unbothered, and unprofessional. I could list more, but honestly, it’s exhausting. We’re just hoping—hoping—the rest of our stay isn’t as miserable as the start.

Terrible Service, Same Problems for Years – Avoid This Hotel I stayed at Safi Royal Luxury Metropolitan Hotel in Monterrey and was met with some of the worst service I’ve experienced anywhere. And after checking past reviews, it’s clear I’m not alone — these issues have been going on for years, and management clearly doesn’t care. Despite paying in full for a premium room, I was downgraded with zero explanation or offer of compensation. When I brought it up to the front desk, I was met with indifference and attitude, not help. The staff seemed more annoyed by my presence than willing to fix their mistake. Worse, I wasn’t allowed to change the name of the second guest on the reservation — something I’ve never had an issue with at any reputable hotel. Their excuse? “For your safety.” That’s not safety — it’s rigid, inflexible policy hiding behind fake concern. I was treated like a problem, not a paying guest. And then there’s the general atmosphere: cold, unwelcoming, and bordering on intrusive. I genuinely felt watched and micromanaged, not relaxed. That’s not luxury — that’s discomfort. After a final round of disrespect from the front desk, I demanded a refund and left. I checked into Camino Real across the street, and the difference in service and professionalism was immediate and refreshing. Bottom line: Safi has a long history of service failures, and they’ve done nothing to fix them. Don’t waste your money or patience here. Go somewhere that values guests instead of mistreating them.

For a place that’s considered one of the best hotels in Monterey, I definitely didn’t have the best experience. Aside from the room itself, which was genuinely beautiful, the service and overall treatment fell short. I stayed in the presidential suite, and while it was impressive, the hospitality did not match the hotel’s reputation. From the moment we arrived, it felt like the hotel prioritized appearances over genuine service. Guests in suits or high-end clothing received noticeably better treatment than those dressed more casually. I shouldn’t have to wear suits and designer clothes while on vacation just to receive the same service as people who are on the clock, working, or in meetings. Good service should be consistent and respectful no matter how you look. I was told breakfast was included, but my family was still charged, which was frustrating. On top of that, the fridge in our suite had a leak—something you wouldn’t expect in one of their most premium rooms. The receptionists were cold and unhelpful, but the greeters in the lobby made a huge difference. They were kind, welcoming, and much more helpful when it came to answering questions or suggesting places to visit. I found myself relying on them instead of the front desk. I had also rented two Airbnbs during my stay in case I was far from the area and needed more flexible options. Both of those Airbnbs ended up being better experiences than this hotel in terms of comfort, service, and overall value. At the end of the day, the room was the only real highlight. Unless the service improves, I wouldn’t come back for anything more than just the stay itself. Safi might look like a luxury hotel, but the experience doesn’t live up to the image.