Hotel Krystal Monterrey — Hotel in Nuevo León

The Mexican Fawlty Towers!

The hotel is so disorganised. There were several members of staff at reception but only one person serving customers. The place smelled very strongly of paint and the room I was given was so intoxicating, it was almost impossible to breathe. The room overlooked a very loud building site and the internet didn't work in the room. There is a really cold draught that blows between the door that separates one bedroom from another.

The cleanliness of areas like the lifts were pretty poor although the bedroom areas were pretty clean. However, the bathroom was full of hairs and there was rubbish on the floor. There were traces of blood on the iron.

I ordered room service and for the vegetarian option I was suggested a ham sandwich. After negotiating pasta, it arrived but freezing cold. I spoke to the reception staff about the smell and the cold food. They changed my room and I reminded them about the food. They said they would get a new order sent to the new room. It never arrived. When I phoned up room service and explained they said they would just reheat it (over an hour after it had arrived cold in the first place). I reminded the server that I had changed rooms. More time went past and eventually a knock at the door revealed a member of staff looking for the tray of food. He told me he had been knocking at the door of the previous room. He then suggested he would get the tray and I pointed out the food was old and had been cold anyway. He offered to pick up the tray from the other room and bring a fresh order. You get asked if you are paying in cash or on your card when ordering, even though I left my card details at reception for incidentals. They ask for cash when they deliver the food and no receipt (so not good if you are on a business trip).

During the night there were eight men and two women having a party all night and walking down the corridors, it seems a lot of partying goes on in different rooms. Regardless, sound carries through the rooms and I could follow their inebriated conversation in full, even trying to drown out the noise with earphones. When asking to keep the noise down, the response was make more noise.

Breakfast room service and the guy who delivered it was really sweet.

This is not the most expensive hotel in Monterrey and consequently one does not expect a five star hotel and service. However, basic customer service like being served promptly at reception and not being ignored by other staff and hot food when ordered, surely is something that any hotel should get right? I spend a lot of time in hotels, all over the world, including frequent trips to Mexico. However, this is the worst hotel I have been in for many years. Some decent management and communication between staff members would make this a much better experience, rather than issues creating more issues. It is such a shame that something that could be made good with a few adjustments is beyond this hotel. I would not stay here again and would not recommend it. There are other options in the...

This. Is. An. Awful. Hotel.

Do not consider staying here.

To be clear, this could be a decent place to stay in Monterrey.  But, in its current state, the management is bad, and the upkeep is worse.  Sad too, as it is beautifully located and photographs well.  I

When I tried to check in, reservations were not found, even after I showed confirmation number (made directly thru Krystal).  Front desk agent accused me of booking wrong date.  (Sadly right date, but as I'd learn, wrong hotel to have picked at all) Check in painfully slow.

Only one elevator working of three.  In a 15 story building.  Sometimes resorted to using service elevator instead.

Room in ok condition.   Scuffed walls. (Hotel needs a good interior paint job actually) No hair dryer.  Requested one, never came.

Moved to junior suite after one night.  No hot water, toilet runs.  Told hotel.  Never fixed.  No hot shower for four nights.  Toilet continued to ghost flush every 20 minutes or so.

Leaks throughout hotel.  On 9th floor, ceiling opened up and puddles formed on floor outside elevator.

Wifi poor.  Could only access in lobby.  Told management and they suggested that I move to lobby to complete work.

Room attendant cleaned room without mask or gloves. So much for much vaunted COVID precautions.

No water in pool. Gym sad.

One small bottle of water, not replaced. Had to hunt down room attendant for more water.  No coffee maker, hall coffee or coffee set-up for morning guests.

Curtain pull, detached, on floor.

Woody laminate floor, beginning to cup.

No washcloths.

Most walls stained or marred.  Rooms need a good painting.

Krystal should be embarrassed that a well located asset is so poorly run and maintained.  Until they get their act...

Overall: this is a great place to stay for solo-travelers looking to explore the city of Monterrey. The hotel is conveniently located in the City Center--directly on the southern end of the Macroplaza. There, you are a direct 5–10-minute walking distance to various landmarks, museums, churches, Barrio Antiguo (for shopping, restaurants, cafes, etc.), and shopping along the Jose Maria Morelos street. The area is extremely populated and social and felt completely safe for exploring during the day and night. (tip for the winter: the holiday decorations and attractions make the extremely beautiful and pretty).||As for the hotel itself, it is clean with modern furnishings, a comfortable bed for sleeping, TV with local channels and CNN for English-speaking news. The staff is also extremely helpful, friendly, and courteous. The breakfast bar is very robust and includes a selection of meats, cheeses, yogurts, fresh fruits, cereals, and juices; as well as a hot bar with soups, beans, hot meats, and omelets made to order. There is also a coffee bar in the lobby serving Starbucks branded coffees with snacks and a full-service restaurant/bar for meal services later in the day (along with room service ordering). The facilities are clean, and the gym has a handful of treadmills, ellipticals, and stationary bikes for cardio with free weights and machines for strength training. The hotel also has incredible views of Monterrey and the Macroplaza so it is definitely worth it to venture up to the upper floors for the views!||My only wish was that the rooms included a coffee maker but this is a very minor inconvenience. Regardless, I greatly enjoyed my time at this hotel and would absolutely stay here again when returning...