Hotel Novotel Monterrey Valle — Hotel in Nuevo León

We had a pretty awful stay at this hotel. The booking was made directly with Accor as I am platinum member which is supposed to entitle me to some fabulous benefits. We got to the hotel which is under ‘remodelling’ with no notice to us apart from at checkin by which time it’s too late to say no thanks we’ll stay elsewhere.||There is one new elevator installed but no signage explaining the services on each floor nor which is the entry level as they have PM & PB which means nothing to me as an English speaker – the old lift has signs of which is which including pool/gym etc.|Our room looked extremely tired with a filthy sofa, at least the bed was comfortable.|We had a coffee machine & in the hallway there’s a hot/cold water dispenser but the room which was booked for 2 only had 1 mug & 1 glass – first world problems I know but very poor attention to detail.||As a platinum member we’re supposed to receive a welcome amenity which never came so I asked about it & was then sent a cheese/meat platter at 7pm on the 2nd night of the stay. The welcome drink was for a cocktail but there was no menu available & the guy at the bar just mentioned some names which meant nothing to me – this place is very badly managed. They offer you a welcome item but cannot deliver on it I felt quite unwelcome.||Breakfast is a vast buffet but there is not a single sign on any item in Spanish even to work out what things are. To order omelettes/tacos etc for breakfast there is a small slip in Spanish & Chinese only to fill in & they make you a fresh one.|The pool is cleaned seemingly in the morning but on both days when I swam later in the day it was filthy due to strong winds & surrounding trees.|There’s usually plenty of staff hovering around the front of the hotel but nobody generally acknowledges guests.||Then there’s the current remodelling – no warning of it at all, but now they’ve updated the website to just say ‘we are working on improving the elevator’ but it’s actually works throughout the hotel so there’s lots of noise & dust which wasn’t cleaned during our 2 day stay. The rooms seem to carry a lot of noise from neighbouring rooms & the floor above too.||I love to enjoy my Accor membership benefits & look forward to seeing this place improve after remodelling but it’s just not managed well & fixing the rooms/elevators isn’t going to change that. I would not recommend staying here until they fix the place & train the team/manager to run...

I recently had the misfortune of making a reservation at the Novotel in Monterrey, and I can confidently say it was an awful experience. From the moment we entered the room, we were hit with an overpowering stench of mold—it was absolutely unbearable. The room looked super dated and gross. We tried to tolerate it for a few minutes, but it was clear that staying there was out of the question. After about 20 minutes of thinking what we should do, we returned to the front desk to cancel our reservation, fully expecting some level of understanding given the horrible condition of the room.

However, despite not even staying there, they insisted on charging us for the night. The fact that they made us pay for a room we couldn’t stay in due to their poor upkeep is beyond unacceptable.

The hotel itself was a disaster. I understand that they were undergoing some construction, which is out of their control, but the mess and noise was everywhere, making the whole place feel chaotic and unpleasant. On top of that, the pool was closed, which was a major disappointment. The room itself was in awful condition—run down, poorly maintained, and miles below the standard of other hotels that were the same price range, where we ended up staying instead.

Between the moldy smell, the rundown room, the construction mess, and the closed amenities, it was an awful experience. What made it worse was the lack of empathy or decent customer service—they didn’t care at all about our concerns and still made us pay for a room we couldn’t use. It was an incredibly disappointing experience, and I would never recommend this hotel to anyone. Save your money and go somewhere else—there are far better options in Monterrey for the...

I have been in this hotel many times, last time was on 2019. We use to come to this hotel because it was a nice place, confortable and clean.||But this will be the last one... ||People on front desk was messy, took half an hour just to register (also when we first called for reservation they said hotel doesn't have a web page, we were like... not, that's not what you are saying, right?).||So we arrived on time (15:00 hrs) but they didn't have an available room (away from the floor where a night party was happening), so we decided to wait for a room. At night we came back again just to find out that room was not as nice as the last time and the feel is more like a hostal... the bed was dirty with hair, dust, makeup and top sheet was missing. The coach, courtains and chair were also stained.||We asked the front desk to check on the room and they just got a couple of sheets on the door (waiting for us to clean and make the bed?).||I have to say that on our "fresh" room they still had a room service on the hall floor.||So they offered to change the room and the new room was just the same, but specifically the bed was full of hair (also pubic hair),...