Hotel Safi Metropolitan — Hotel in Nuevo León

Do not get fooled, a 5 star hotel in Mexico is a 3 star hotel in the US. I’m giving the service a 2 star, because the receptionists were always well mannered as well as the waiters. We went to the restaurant the first night, I noticed the chicken in my enchiladas was weird towards the end so I didn’t eat it. The Alfredo pasta had no salt, tasteless. I thought nothing of it, it was in the evening and we were the only table. The second night we were already kind of late for going back to the hotel so I decided to go back to the restaurant, ordered my children the chicken taquitos (the menu does not mention they are flautas) 3 hrs later both my kids threw up. My 2 yr old was asleep, the vomit was so thick I’m so glad I was not asleep yet as he was having a hard time lifting his face, 30 min later my daughter also. I called the front desk and was surprised at the service, they called the paramedics, little did I know they have a contract with the hotel how on earth are they going to say their client is responsible? the paramedics just told us “you don’t live here, you are not used to the grease from here, that’s probably what it is or it might be a virus going around in Monterrey that can last up to 4 weeks” of course the hired paramedics are not going to blame the hotel. The next morning we go to the front desk to ask for an adjustment and of course they have the report in front of them and mention it’s not food poisoning! the report says otherwise, there is nothing we can do. My kids are 4 and 2, never have they vomited in their entire lives. We arrived in Mexico since the 23 of December and ate food from the street literally, then 27th of December we go to a 5 star hotel to eat rotten chicken, the fact that they didn’t own their responsibility is just scary! Do not waste your money here, there are other hotels that charge less, you are only helping them pay for the very expensive building they built that’s falling apart. Save yourself the money and don’t risk your family’s well being because it’s never going to be their fault. I should have know when at dinner my son spit out the flauta (he eats everything) I don’t like leaving bad reviews but this was a very bad experience for us, it was Christmas break and our kids were sick for a couple of days, they only threw up that night but I was not able to feed them much and that was a shame bc come on we are in Mexico everything tastes better over there, not at this hotel. Video of the second room we got first room the shower didn’t work, my husband is 6’3” he could reach the head so when we were getting the shower ready for the kids the head started swinging bad so we...

For a place that’s considered one of the best hotels in Monterey, I definitely didn’t have the best experience. Aside from the room itself, which was genuinely beautiful, the service and overall treatment fell short.

I stayed in the presidential suite, and while it was impressive, the hospitality did not match the hotel’s reputation. From the moment we arrived, it felt like the hotel prioritized appearances over genuine service. Guests in suits or high-end clothing received noticeably better treatment than those dressed more casually. I shouldn’t have to wear suits and designer clothes while on vacation just to receive the same service as people who are on the clock, working, or in meetings. Good service should be consistent and respectful no matter how you look.

I was told breakfast was included, but my family was still charged, which was frustrating. On top of that, the fridge in our suite had a leak—something you wouldn’t expect in one of their most premium rooms.

The receptionists were cold and unhelpful, but the greeters in the lobby made a huge difference. They were kind, welcoming, and much more helpful when it came to answering questions or suggesting places to visit. I found myself relying on them instead of the front desk.

I had also rented two Airbnbs during my stay in case I was far from the area and needed more flexible options. Both of those Airbnbs ended up being better experiences than this hotel in terms of comfort, service, and overall value.

At the end of the day, the room was the only real highlight. Unless the service improves, I wouldn’t come back for anything more than just the stay itself. Safi might look like a luxury hotel, but the experience doesn’t live up...

My daughter chose the Safi Metropolitan as the main hotel for her May wedding; I stayed there for a week. The hotel itself and location are beautiful but the problem was that the air conditioning in all rooms, at least the ones from the wedding guests were not working properly. We had record heat, at 103°F, that week. The electricity kept going on and off and at one point I was stranded at the lobby for over an hour waiting for the electricity to come back. I also got stuck for a few seconds in the elevator when the electricity kept going on and off in the hotel. That day we were having the makeup test and even the makeup artist was stuck in the room with my daughter. We were staying on floor 31 so it was impossible for me to go up all those flights of stairs. The day of the wedding the whole weeding party including myself and bridesmaid had to get ready in full heat because the air conditioning in the suites were not working. The pictures had to be taken with all of us sweating; it ruined the whole experience for us. You could not even have a good night’s rest because you would wake up sweating during the night. Everyone was very nice at the hotel with the exception of one person in the front desk that was rude to me and my daughter. Every time you called the front desk, they did not answer so you would end up having to go all the way down to the lobby and then you would see lines of people waiting to check in; their system to check in needs to improve. All the guests that arrived for the wedding had to wait for hours to get their rooms even after the check in time. I would not stay here unless you love heat. Beautiful hotel and location but not worth the...