Hilton Monterrey Valle — Hotel in Nuevo León

I'm going to start this review out by stating we recently gained Hilton Diamond status. Some portions of this review will include status benefits. Our first interaction with this hotel was receiving a letter from customer service asking arrival time, special requirements, and dietary restrictions. The way the hotel handles dietary restrictions in general was a very positive surprise and on par with some all inclusive resorts. This is a big bonus for us as my husband has several food allergies. Staff at the restaurants were quick to check buffet item ingredients for my husband.||The hotel is a new, modern style hotel with connections to Valle Oriente Mall (including a supermarket - Soriana). This if very convenient in case you forget to bring something or just want a specific snack. The rooms are well stocked (including a Nespresso machine). For diamond level, breakfast is included, which is a great benefit. The breakfast buffet is also on par with some all inclusive resorts (including egg station, sweet breads, fresh fruits, and Mexican specialties that rotate). This hotel also boasts an executive lounge (included with higher rate rooms or diamond level). The executive lounge has a large Nespresso machine with milk frother, a selection of sodas, and happy hour with drinks and hot snacks. The snacks are so good we skipped dinner one day. I really can't stress enough the value of the breakfast and the executive lounge combined.||There is a pool area on the 6th floor with wraparound views of the mountains and city. It was a great place to hang out. After noon drinks and snacks are available for a fee at a nearby bar. The gym on the same level is more than sufficient for any workout needs a guest might have, featuring several treadmills, bikes, weight machines, benches and dumbbells. The hotel is located near premium shopping and restaurants in Fashion Drive.||The staff is always friendly and helpful. They went above and beyond. Special shout out to Luisa at the egg station, Cecilia and Araceli in the restaurant. They made our stay extra special. We tried the hotel for 7 days at the start of our recent trip. We loved our stay so much, we came back for 5 more upon returning from visiting...

Absolutely Disgraceful for a 4.5-Star Hotel – Stay Away

I cannot believe I paid over $200 USD per night to stay at the Hilton Monterrey Valle only to be denied one of the most basic human necessities: running water. No showers, no toilet flushing, no handwashing — for the entire duration of my stay. And here’s the real kicker: they knew this was going to be an ongoing issue when I checked in — and chose not to say a word.

Instead of acknowledging the situation with honesty or even an ounce of professionalism, their solution was to recommend I go stay at a Hyatt, their cheaper 2.5-star competitor. The irony is insulting. I didn’t come to Monterrey to downgrade myself — I booked Hilton expecting a premium experience. What I got was the opposite of hospitality: dishonesty, zero accountability, and complete disrespect for guests.

No accommodations, no compensation, no warning — just radio silence while guests scrambled to figure out how to live without water. This isn’t a minor inconvenience — this is an absolute failure in hotel operations, communication, and basic decency.

To top it all off, when I asked to speak to a manager, I was told they were “checking on something” — which turned out to be hiding in the back room the entire time. A perfect metaphor for how this hotel treats its guests: out of sight, out of mind.

Hilton Monterrey Valle — you should be ashamed. Your rating is inflated, your service is unprofessional, and your inability to meet even the most primal guest needs makes this stay feel like a scam. Do yourself a favor and book anywhere else.

*I have documented...

Second time here, and very likely my last. Terrible experience. It's a nice hotel with a lot of potential, but the staff here need some serious training. To begin, the front desk staff (always only one person working, and the Hilton Honors desk is empty) tried explaining that I was given an upgrade, despite my selecting a room of my choosing in the Hilton app a day before arrival; there were about 115 rooms available for me to choose, all at the same category. I confirmed with Hilton Honors support that it was a not an upgrade, and was told by support that the hotel had lied to me. Not a great start. I then was charged a full day of parking (190 pesos) when a friend visited for no more than four hours. I showed the pricing out front, and was told by a different front desk staffer that that wouldn't apply. I've considered taking this to Profeco, since the hotel doesn't honor the posted parking price. Lastly, the breakfast. What a disaster. Zero service. I sat for over an hour each morning without someone checking on me, offering more coffee, etc. I had to chase down staff for the check on multiple days. I even was given a burnt omelette that had to be prepared again because the person preparing the omelettes was too busy talking to other people and not paying attention. Disappointed given my elite status with Hilton, knowing this hotel has a lot of potential. I hope management sees this and can provide training where it's sorely needed. Happy to chat more if...