Courtyard by Marriott Monterrey San Jeronimo/Valle — Hotel in Nuevo León

The staff is unprofessional and aggressive. I am a long time fan of Marriott and will not change my preference for their hotels, yet I will be boycotting this particular location for life.

I arrived at 2:20 pm, before the 3:00 pm check-in time, and was kindly told a room was not available. I told the front desk agent that I was hungry anyway and asked if the restaurant was open. I’d eat while I wait. The restaurant was directly in front of the front desk and I was seated by the staff. I was told the menu was digital and told the staff I knew what I wanted already and that I was in a hurry for a 3:00 pm meeting. “Not a problem,” I was told.

I sat in the restaurant until 2:50 pm watching 7 staff members at the front desk chatting away. No one offered to take my order, even though the staff knew I was waiting, saw me sitting there, and offered no support.

I walked to the front desk, “Is my room ready, no one has attended to me in the restaurant, I lost my window to eat, and I need to take a meeting. 7 staff members chatting away and no one interested in attending to customers for 30 minutes.” Yes, I was upset, yet calm and firm. Nothing more.

Ms. Peña, who I had not previously addressed, decided she would add to the conversation. Mind you, it was about 2:55 pm at this time. “It’s not 3:00 pm yet, we have no obligation to attend to you until that time.” I then got very upset, and yes, raised my voice. I told Ms. Peña that I was a customer from the minute I walked in and that I had every right to be upset. I told her that her response was unacceptable and that her lack of professionalism was incredible.

Mr. Garza, whom I had not addressed either, decided he too would join the conversation. He told me to, “lower my voice”, that I was disrespectful, and that my lack of respect would not be tolerated.” My response was that while I was angry, I used no profanity, did not attack or speak to anything personal or outside of my anger at their lack of interest, and that I did nothing physical or verbal to intimidate. Quite the contrary to how Mr. Garza acted.

Mr. Garza told me to remove myself from the premises immediately. I told him that I would only if they refunded my reservation or called the police. The manager, who was there this entire time and said nothing, had Mr. Garza leave.

Having 7 staff members treat me in this way and intimidate me for having addressed them regarding my disagreement with their lack of service is very upsetting and I continue to be rattled days later.

Marriott corporate responded very well as I expected, yet I am concerned that this staff will continue with no change. It is evidently something even the manager sees as normal.

Terrible experience,...

My wife and I stayed at this hotel for nine days in room 209.The hotel is located on a busy street with some nice restaurants within walking distance but the restaurant at the hotel is actually really good. They have a breakfast and lunch buffet and it's actually quite good. They have a cook upfront that will prepare your eggs in any style you want. What I really love about Mexico, and in particular the Marriott hotels, is the attention to detail and the excellent service that they provide. They are two employees at this hotel restaurant that I would like to personally thank. One of them is the waiter Raul, and I'm not sure what his title is, but he may be the restaurant manager and his name is Adrian. Both of them have excellent customer service skills. I was also very impressed with the front desk staff that attended us throughout the nine days we were there. I would like to personally also thank Keren, Arturo, and Melanne ( I believe this is how you spell her name). What a great team! The hotel is always clean and the rooms were quite nice. I would like to also thank Guadalupe, one of the maids. We had our room cleaned every three days in order to conserve the use of water. The room was spotless every time she cleaned it. My only disappointment was the size of the swimming pool. It was too small to do any lap swimming, but I still managed to get in a couple of times. I wouldn't hesitate to book any future visits to this wonderful city, at this...

After a long week, with many days on business travels, the least you expect is to arrive to a hotel in mid afternoon to find your reservation is fine but no clean rooms are available

At first glance Not nice, but a perfect challenge for a couple of young girls in front desk to handle the situation under the pressure from other two families waiting for rooms. What a terrific job.

Specially from miss Keren who solved the situation with extreme professionalism and empathy. Despite her youth, the kind of attention, courtesy and the smart alternatives she offered me to make me feel really welcome, is the best I ever received in nearly 27 years traveling around the world.

Keren has a trainee tag on her badge, but I think she should be teacher for others about how to treat a guest and manage tough situations under lots of pressure, just like this afternoon.

Congratulations to Marriott and this Courtyard hotel for having such an excellent lady in the front desk. Her presence and remarkable skills is the most sweet and delightful combination for this great hotel.

Keren's title should be solution manager for this and maybe in the future for many hotels. Congratulations Keren and thank you very much on behalf...