Hotel Misión Monterrey Centro Histórico — Hotel in Nuevo León

Well, my first ever two-star/poor rating after posting 70 hotel reviews since 2010 on Tripadvisor goes to the Hotel Mision Monterrey Centro Historico. This was a prepaid stay. Check-in was fine but when I got to my room there were no bath towels, only a hand towel. There was a coffeemaker but no coffee/tea packets 😤. I went downstairs but the front desk person told me nobody could bring me anything because there was nobody available at that time (around 10 PM.) Notice I say "I went downstairs" instead of "I called", that's because there is no phone in the room 😤. Anyway, the next day I carefully dried myself with the sheets from one of the beds (there were two beds in my room.) Which brings up the next issue...the sheets were old and had big horrible stains, one was like a greasy/bodily fluids stain and the other was like a rust stain along with other minor stains throughout the sheets plus a few strands of hair scattered around 😤. The pillowcases looked old too and had a general yellowish/stained color. To make matters worse, these were supposed to be duvets but only the sheets were provided, no duvet insert so it was like having two thin sheets instead of a blanket/comforter. When I asked, I was told the hotel has not provided the duvet insert in 2-3 years 🙄. I asked the cleaning lady if she could find me sheets without stains and she did find and make the beds with stainless sheets, which I kept for the duration of my stay, but this time it was not the duvet two-sheet type, just one thin sheet as a cover. Thankfully the mattress was comfortable 🙂. When I asked about the bath towels the morning after my check-in, none were available and had to wait until late afternoon to get bath towels. Other aspects of the room and bathroom were generally clean. Moving on to the window curtain, which was a see-through curtain, not a dark shade to prevent sunlight so the room was bright in the mornings 😤. My safe-deposit box was not working when I arrived but thankfully it was fixed the next day 🙂. There is no ice provided by the hotel; I was told to go get it from one of the stores outside if I wanted some ice 🙄. Coming back to not having a phone in the room...there is a sign posted on the wall next to the bed that reads (in Spanish) "Del Pueblito Regional Kitchen - scan this QR code and request your room service" so I was thinking I would get the room service menu but no, instead you get a menu of services to request laundry, find TV channels, report a problem, or make a request. I did make several requests from a specific list via this QR code (plastic bag, Kleenex, etc.) but not one of them was fulfilled so not only they did not bother to change the description of the sign on the wall from room service to service requests, the process does not work at all and is a waste of time 😤. And listen to this: you must ask the front desk to reprogram your room key every day after 12 noon because the system automatically deactivates the key every day because "that's the checkout time" as I was told when I inquired, never mind that I never saw any guest providing their ID, just saying the room number to get the key activated, which is not very safe 😤. Wi-fi sometimes did not work. A/C worked fine. One of the two elevators was broken when I arrived but it was fixed the day before I checked out. The elevator walls were dirty with stains so I was always trying not to stand close to the walls. The on-site restaurant offers buffets for 130 MXN but did not try it. There are several restaurants at walking distance. Location is love-it-or-hate-it as it's near the major tourist landmarks but further away from the posh areas of town. Check-out was fine. Staff were generally nice 🙂 and they were doing what they could with what they had so in reality this is all management's fault as evidently they do not care about improving customer service to the level of the Hotel Mision group. I never got coffee/tea packets for the in-room coffeemaker 😤 so I was getting my morning coffee in the OXXO across the street. And I know the hotel reads Tripadvisor but please do not bother with a reply as I do not want to hear your excuses, instead have an internal meeting to plan how to make things...

First, we choose this hotel along Expedia thinking that it is at the first square of the City, to take it as reunion point and to walk the commercial area without problem.||||When we arrive, they put us in a fifth-floor room, and all the floor smelled like party, lots of humidity and no signal of being cleaned soon (one maid told us they had no much people working that day and they had no chance to review every floor). The worst, when we entered the room the bathroom was broken, and the carpet stunk.||||Ok, we took to the lobby and they moved us to the seventh floor, but they informed that they had no more king size beds available. Well, we took the room, with two beds, started to check how to be comfortable without danger for our little 7 months old baby. So, we take the pillows to think the best way to accommodate everything. Then, below one pillow there was a scorpion leg (did I said I have a 7mo baby?)||||For that time, we preferred to run away, went to the lobby to inform them and they asked for my email and cell phone because "the manager will call you", for the inconvenience. And so, that call never came.||||We move those two days to a friend guest room, and after the trip I called Expedia to tell them what happened. They did the manage with the hotel, and in the hotel, they said that they didn't know anything, and that there is no refunds.||||Let me repeat it: A SCORPION LEG!!||||Never visit...

Avoid This Hotel-Terrible Experience –

I needed a last-minute hotel stay after arriving for a funeral, so I walked in and booked a room for one night. Unfortunately, the experience was awful from the start. One of the elevators was broken and a sign wasn't even posted! We went into the elevator for the 9th floor and buttons were taped up!

When I entered the room, it was clear it hadn’t been serviced. There was hair on the mattress and covers, and the walls were dirty. It was completely unacceptable.

I immediately went back downstairs to check out and request a refund. However, there was no manager on duty that night. Instead, I was told they needed to write down my credit card information and would process the refund with the manager on Monday. This is a terrible and questionable practice—why not simply reverse the transaction on the spot?

I returned on Monday to follow up, and the manager took down my bank account information to deposit the refund. It’s been days, and I’m still waiting for my money.

Do not stay here. Even if you’re desperate, this hotel is absolutely not worth the money...