Best Western Premier Monterrey Aeropuerto — Hotel in Nuevo León

I booked this hotel for 1 night at 4pm on 7/10 and my flight got cancelled that night so I called at 9pm after their cancellation time of 6pm which was 2 hrs after I booked. I regret booking here. Worst customer service I have experienced. They claim I booked through an external site but not sure how bestwestern.com is an external site to them. They told me I had to call a 1800 number and the 800 number told me I had to call the hotel. When I told them what the hotel said they said to call customer service the next day. On 7/11 I called customer service and they told me the hotel had to handle any refunds or changes. I call the hotel and they keep just repeating from the book they have. I asked to speak to a manager and the manager won’t be available until Monday. I understand policies but as a hotel you are able to have some leniency due to unforeseen circumstances. Probably the last time I stay at a...

The rooms are big and nice but with sometimes icky feeling carpet. My room was more of a suite than your standard hotel room. The breakfast was also good with more options than other hotels nearby.

Unfortunately, I did not have good hot water until the last day of my week long trip and they are so cheap, they don't even include conditioner or lotion. I would suggest to management that they do the large pump bottles inside the showers and save money instead of using their small plastic bottles of shampoo and low quality bar soap.

Make sure you're booking the correct hotel (this is the Best Western Premier) because there is another Best Western Plus which is farther away and 2 stars instead of 3. It's the same management team and they both cheap out by not including conditioner or lotion including the same bar soap and low...

The rooms are big and nice. My room was more of a suite than your standard hotel room.|The breakfast was also good with more options than other hotels nearby.||Unfortunately, I did not have good hot water until the last day of my week long trip and they are so cheap, they don't even include conditioner or lotion.|I would suggest to management that they do the large pump bottles inside the showers and save money instead of using their small plastic bottles of shampoo and low quality bar soap.||Make sure you're booking the correct hotel (this is the Best Western Premier) because there is another Best Western Plus which is farther away and 2 stars instead of 3. It's the same management team and they both cheap out by not including...