Four Points by Sheraton Galerias Monterrey — Hotel in Nuevo León

Hello,

As a platinum member, I always choose this hotel for several reasons, (location, confort, cleanliness).

Unfortunately my last 2 stays have been opportune. With my last stay being completely irate. It can seem like something very simple, but for me it is not.

During check in I was able to get an upgrade as in most ocasions. Great room and very clean like always.

The issue was around 1am when I came down to the lobby to get 2 Perrier Waters valued at $75 pesos. First of all, at receptionist David(I believe) never left his cell phone while attending me. When he gives me the waters, I ask him to charge it to my room. He takes a few minutes looking for I don't know what, then says I have no open voucher. I said, yes when I checked in they asked me if I wanted to leave my card in file, to which I said yes to.

He rudely told me, you didn't even pay for your room, you used your points. I let him know that it was a split payment. It had been approximately 7 minutes(to get 2 waters).

I told him, my husband needs to take some pills and I need the waters. He never gave me an option to have them sent up, nor me come down in a few minutes. He did tell me, you can't take them, because you may walk out tomorrow and then I will have to pay for them! As I walk away really upset, he sarcastically tell me "get some rest".

I will be very honest to you, my husband got diagnosed with colon cancer a couple of days ago. He is going through a lot of stress and couldn't sleep(he was going to take sleeping pills). I understand The receptionist was not aware what the water was for. But this gives him no reason to make me or any gusst feel this way! This is why customer service is crucial, we don't know what anyone is going through.

We chose this hotel, because we new my husband would be comfortable and it is close to the Oncology center we had an appointment with this morning.

I promised my self I would not stay another night at this location. Unfortunately, my husband was not up for relocating hotels. He gets exhausted Farely easily. So we paid an additional night.

Please communicate this to the local management. As I will not want any other guest to experience this. I will also let all my friends aware of this situation. It was a really uncomfortable and unnecessary situation!

Best...

Fourpoints @ monterrey is an Excellent Hotel if you are looking to stay for a short , Medium or even a long stay in Monterrey, I would recommend it for a Solo , Couple or a Family as when you are staying here you are all in the midst of Downtown Monterrey as well as everything you will need is just a short distance from you ... say Mall such as Galleria's Monterrey ..its just opposite it nd walkable, Major restaurants just within the reach , also all the tourist destination as within reach weather you plan to go via Bus , Car or your own vehicle .. the hotel staff is super friendly and organizes everything with ease ... also they will help you as a interpreter if you don't know Spanish .. Also they take all sorts of Cards in all Approved Currencies so no need to carry cash ..

If you are an outdoor Enthusiast , the Hotel staff will arrange a visit to the nearby Caves , Mountains & waterfalls on request .. which is always a bonus if you are in a City ..

Another Best thing also is the hotel is situated in a campus with "Sierra Madre Brewing Co.." which makes excellent Beer nd you can also get a coupon here to enjoy sample nd you can also order as much as you can drink for a very small price (compare to US) .. the food is also superb nd best of all they take Cards.. any American Bank card is good ..

Good Luck with your travel & stay if you choose...

If you are going to visit Monterrey, this is a PERFECT place to stay. |My first visit was to visit the American Embassy to renew my passport. |I arrived at the hotel early, without a lot of questions, they gave me my room key. |Some hotels don’t or won’t allow you to check in until 3 PM.|As I was speaking to the young lady about my request for the top floor, she noticed my accent and offered to speak English. |Later, I found a lot of people working there, spoke English. |The room was great, clean, well appointed, a view of the mountains and the shopping mall across the street.|It was also very quiet, which helps because I’m a light sleeper.|Below, in the same complex were a few restaurants, a specialty hamburger place called Holy Cow, a Buffalo Wild Wings, a salad place and a steak house.|In the mall, there’s a PF Chaings with odd hours, a Shake Shack and a few others.|The hotel arranged a taxi for my trip to the Embassy the next day. The driver, kind and courteous.|If all hotels were this accommodating, why would you stay home? |This is one of the BEST hotels I’ve ever stayed in, regardless of price.|One last note, I briefly spoke to Hugo, the general manager, it proved my thoughts, the hotel and employees are a direct reflection of the management. |Thank You Hugo.|Great...