Hampton Inn by Hilton Monterrey/Galerías-Obispado — Hotel in Nuevo León

Having traveled to over 90 countries and stayed at various Hilton properties, I have always held Hilton in high regard. Unfortunately, my recent experience at Hampton Inn by Hilton Monterrey/Galerías-Obispado was the worst I have ever encountered.||||I had a prepaid reservation for three nights, booked using points. On the first night, after a day out in the city, I returned to the hotel to find that a heavy storm had caused a complete power outage, which also affected the water supply. It was already dark outside, and my cell phone battery was nearly dead. I navigated my way down poorly lit hallways and completely dark stairways to the lobby, using my phone's light.||||At the front desk, I was informed that the electricity would be restored in 5-6 hours, essentially by morning. I inquired about transferring to another Hilton property, only to be told there were no available rooms. However, when I checked the Hilton app, I found several nearby Hilton properties with availability. Despite this, the front desk insisted these were not under their management and couldn’t assist with the transfer. I decided to book a room myself but then my phone battery died, and I was unable to order an Uber or make any calls.||||I noticed Hilton-branded cars outside and requested a ride to another hotel, but the staff refused. They also couldn’t call a taxi due to the power outage, and they didn’t offer to use their personal phones. With no other options, I reluctantly returned to my room, thanks to another guest who helped me navigate the dark stairways with his cell phone light.||||Sleeping without air conditioning was uncomfortable. I couldn't even take a sh*t and flush the toilet due to the water outage. The next morning, I went to a nearby Starbucks to charge my phone and booked another hotel. The electricity was still not restored. During check-out, I requested a refund. The front desk manager, Omar Gonzalez, gave me his business card and directed me to contact him via email. Despite multiple emails and phone calls, I received no response. It took two weeks and contacting Hilton’s corporate office to finally receive my refund.||||Reading other reviews, it seems I was not alone in this experience. Others who were affected by the same incident also struggled to receive their refunds. This was a horrible experience that significantly tarnished my view of Hilton properties. I strongly advise against staying at Hampton Inn by Hilton...

Very safe area. Lots of people walking around, even at night. HEB, with a food court on the second level, is walking distance. HEB has English Citibank ATM. There is a McDonalds and Starbucks less than 1 minute away, they are practically in the same parking area. This location is only 10 minutes away from the museums and tourists attractions. The rooms are old, but mostly clean. I had to buy disinfectant to really clean because there was dirt and dust in the shower, and in the cabinets. Housekeeping doesn’t barge in. They change the sheets almost everyday, depends on who is working. There is no ATM or mini fridge. The water pressure is poor. When I checked in the younger male employee with wavy black hair, told me my would be ready in 15 minutes. The room was ready, but he did not inform me that it was ready, even though I was sitting right in front of the counter waiting. I waited about 20 minutes, and then I had to go up there and ask to be checked in again. This was after their 3pm check in time. The second time I went up there, the young lady took my payment and gave me a key immediately. Don’t know why the young man at the counter refused to charge me or give me my key, but instead had me wait for no reason. Needless to say, the younger employees are kind of rude (especially the young lady who picks up the phone for English speaking callers.) The older gentlemen were very professional/ polite, I would go to them with any questions you may have. Please be advised, lots of children’s sports teams seem to be attracted to this location. Various teams visited in the weeks I was there. This means that there were lots of loud kids walking around at all hours, and unfortunately they were prank calling to different hotel rooms. Their parents were taking up the entire lobby and blocking walkways because they needed 500 more pictures of their kid? I don’t mind kids, I actually work with them, but there was no consideration for the other people who needed to get through in the lobby. They also blocked the parking areas with their vans, with absolutely 0 consideration for the other people who needed to get into their taxis or Ubers. As much as I liked this location, I will look into a different Hilton brand hotel for my next stay, seeing as they did not even validate the price on the Hilton app and instead charged me full price for every night I was there. At the full rate, I could’ve stayed at a different Hilton brand hotel with...

Having traveled to over 90 countries and stayed at various Hilton properties, I have always held Hilton in high regard. Unfortunately, my recent experience at Hampton Inn by Hilton Monterrey/Galerías-Obispado was the worst I have ever encountered.

I had a prepaid reservation for three nights, booked using points. On the first night, after a day out in the city, I returned to the hotel to find that a heavy storm had caused a complete power outage, which also affected the water supply. It was already dark outside, and my cell phone battery was nearly dead. I navigated my way down poorly lit hallways and completely dark stairways to the lobby, using my phone's light.

At the front desk, I was informed that the electricity would be restored in 5-6 hours, essentially by morning. I inquired about transferring to another Hilton property, only to be told there were no available rooms. However, when I checked the Hilton app, I found several nearby Hilton properties with availability. Despite this, the front desk insisted these were not under their management and couldn’t assist with the transfer. I decided to book a room myself but then my phone battery died, and I was unable to order an Uber or make any calls.

I noticed Hilton-branded cars outside and requested a ride to another hotel, but the staff refused. They also couldn’t call a taxi due to the power outage, and they didn’t offer to use their personal phones. With no other options, I reluctantly returned to my room, thanks to another guest who helped me navigate the dark stairways with his cell phone light.

Sleeping without air conditioning was uncomfortable. I couldn't even take a sh*t and flush the toilet due to the water outage. The next morning, I went to a nearby Starbucks to charge my phone and booked another hotel. The electricity was still not restored. During check-out, I requested a refund. The front desk manager, Omar Gonzalez, gave me his business card and directed me to contact him via email. Despite multiple emails and phone calls, I received no response. It took two weeks and contacting Hilton’s corporate office to finally receive my refund.

Reading other reviews, it seems I was not alone in this experience. Others who were affected by the same incident also struggled to receive their refunds. This was a horrible experience that significantly tarnished my view of Hilton properties. I strongly advise against staying at Hampton Inn by Hilton...