Holiday Inn Monterrey-Parque Fundidora by IHG — Hotel in Nuevo León

On my arrival trying to check in the staff was not friendly/welcoming at all. Miguel did my check in, my view was horrible, there was no safe box and the phone wasn’t working so I had to go back to Miguel to let him know, I requested another room with a better view, even if I had to pay extra . He seem careless and did not even apologized. He just said to come back tomorrow morning. We went to the restaurant ate there (staff in here was very friendly)and then we were on our way for a walk when someone was chasing us asking us for our names, room num, etc. We asked him what was the issue he said Miguel said you are not staying here and you just left a car in the parking area. We were very surprised because by this time he knows us already, we have been interacting when checking in, the complaint and he saw us at the bar having some drinks too. We had no car, he knew we were foreigners because of my ID. The most upsetting part is that when he saw us coming to the front desk he ran and hid all the time we were talking with Samantha about all these issues. Samantha was more friendly and nice.We went back to our room to drop off some stuff the phone was still not working no safe box yet either. After our walk at Paseo Santa Lucía, Samantha took care of the phone and the safe box. The next morning I went to the front desk again with the view issue requesting another room and the same answer was giving to check with them again later on. They never changed my room which it was upsetting because of the amount of money we paid they should of have accommodated us or at least seem like they were trying. Then we needed ice and the ice machine was on the 4th floor but with our card it will not give us access to the 4th floor, causing another inconvenience. Then the card was deactivated one day before our check out date. Again it was an inconvenience after an inconvenience and nobody seem to care I requested to speak with the person in charge because at this point I am very irritated and they told me she wasn’t available they just told me her name was Lucia Bautista. Miguel shouldn’t even be working there I passed by the front desk several times the phones were ringing and he was just sitting there not caring at all, letting the phones ring. He seemed like he had a personal issue towards us since day one. He should be sent to a customer service training. His position it’s all about hospitality and he doesn’t have it at all. For the area and the type of hotel you expect an excellent service. Also seems like they haven’t been giving the hotel a good maintenance/attention to detail, balcony was filthy, the toilet you will have to press the flush for around 10 seconds in order to flush it, very outdated facility and rooms. No fridge no microwave. I will definitely not stay here again or recommend it to anyone. The only good experience was at the restaurant the staff was very friendly and made you feel welcome. They were very fast with...

This by far was the most disgusting and rude hotel I have ever been in. To start, the hotel does not maintain clean wash cloths for the guest. We waited over an hour to receive 3 basic white wash cloths after asking both housekeeping and the front desk. The phone in the room did not work so anytime we needed assistance we had to go from the 7th floor to the lobby; after reporting this no one seemed to care nor came to fix it. The ice maker was molded and dirty on our floor. And last but not least the night staff, particularly a man named Fernando was extremely rude and unwilling to assist with a request to buy a cold beverage at 3:30 am. Your hotel clerks advised my wife, a foreigner in Mexico, that she would need to go out at 3:30 am to get a cold beverage instead of offering her one from the refrigerator or allowing her to buy one from room service, or from the store across from the front desk. The worst part is he never apologized to my wife and hurled insults as she walked away, only when i confronted him an hour later did he try to apologize or "fix it with points". Her request was first ignored by the person you had working from guest services who himself had an ice cold Coke in his hand, so instead of helping he sent her to Fernando for the rude encounter aforementioned. I asked to be transferred to the Crowne Plaza up the street at the time that it was found that wash cloths were not available at the hotel but because management was not available for myself or the IHG Rep I called toll free we were forced to stay another night. This hotel is far below the standards of IHG or any other establishment I've stayed in, i would much rather had stayed anywhere else but this hotel. I'm past reward points and have requested a full refund for the inconvenience and ruined vacation that this staff and hotel provided during my stay. Did I mention that the breakfast buffet was extremely disgusting too my wife could not finish her food as it was extremely distasteful (we live in Mexico so we know how fresh and flavorful the food is supposed to taste), we complained your restaurant manager offered to remove her meal, but they still charged us for the full meal. Worst experience ever! I would never recommend this hotel to anyone and IHG will lose a very loyal customer for life if this isn't fixed for both myself and the next guest that...

This is the review I attempted to leave on your Holiday Inn Parque Fundidora in Monterrey Facebook page yesterday but the page will not allow me to post. I was a guest at hotel on Friday August 26, 2022 to August 27, 2022. The incident was so disturbing to me that I would like to escalate to whomever can attend to this situation. If you are unable to, please provide me some direction as to who I need to contact.

Had a horrible and embarrasing experience there this morning. At check in, I was told breakfast was included and was provided what I thought was a coupon or voucher for such. This morning I decided might as well use it and proceeded to make a line and wait about 30 minutes to be seated. At the table I was asked for my room number which I provided. I had a mediocre breakfast, at best, which was lacking basic items such as tortillas, ice, coffee, etc. After quickly finishing the few items available, I left a tip and proceeded to exit. Rodrigo, the waiter, runs over from across the room and asks me to wait. I stand there waiting. Then, he comes and tells me your breakfast isn't included, you can't leave. I, feeling extremely embarrassed adviced him I was specifically told it was included and it was the only reason I even knew about the breakfast. He again told me no and I must accompany him to reception area. He made me feel like I was stealing. He escorts me to reception and asks me to wait until the long line of guests waiting are attended to. At this point nobody is offering the easy solution of paying for the lame breakfast. When I finally get attended by Lucia, she proceeded to grill about my check in time and how I was told breakfast wasn't included. I argued that hadn't been the case and she scolded me about how when people go to restaurants they are expected to pay after. We argued until I finally asked what I needed to do since I had eaten already. She made me feel like I was trying to leave without paying. I have never felt more humiliated in my life. She finally said I needed to pay 400+ pesos. I was humiliated over a measly 400 pesos!!! I am an educated professional, mind you, but regardless, NOBODY should be treated that way. I quickly paid and left. She wanted me to wait some more and sign something for her. As if....needless to say, first and last time there. I will look for other places to give my...