Wyndham Monterrey Ambassador Centro — Hotel in Nuevo León

Do not be fooled, this hotel is the worst I have ever stayed at. I stay at hotels enough to know good or even decent service when I see it. This is not it. The trip started horrible and ended even worse. I arrived on a Sunday evening with a meeting scheduled at 4am. After noticing that my room did not have towels I went to the front desk to ask for some towels and after the front desk clerk checked and found none near her, I was told they would be sending some up. An hour and a half later and nothing. So I call again. I was told that the receptionist would bring them up herself. They never came. I fell asleep waiting and woke up at 2:30am (couldn't sleep thinking I would not be able to shower in time for my meeting. I called downstairs and spoke to David who was the only positive thing about this trip. He was great, came up personally and dropped off the towels himself. |After a busy first day, I came back to my room only to find that it did not look like it had been cleaned well. So Tuesday I left the 'do not disturb' sign on my door all day as I figured if they aren't going to clean it anyway I don't want them in my room. On Wednesday morning around 8:15am housekeeping was knocking on my door to see if I wanted the room cleaned. I figured the older lady knocking was sweet enough to me so I told her I'd leave the room shortly after 9am (I was on a zoom meeting at the time). I came back to my room and it looked like I left it with the exception of soap and toiletries left in the rest room. Oh, did I mention there was water leaking from the back of the restroom my whole stay? The coffee that should have been available for my coffee maker was never refilled, I only had some as I personally asked one of the housekeeping staff members for some in the hall. |On my last night I came back from being out all day to find a note on my bed. I'm thinking it's probably a nice note wishing you a good trip back like I've received at other Marriott hotels and other chains. This was the straw that broke the camels back. It was a note saying that housekeeping had found some sort of stain on a towel while they were cleaning and were going to charge me $350 pesos (the equivalent of $20). A) I rarely wear make-up so there couldn't have been a 'stain' on any towel, b) I know the towels I used and they were NOT stained when I left. So I went to the front lobby to share with the front clerk what I had experienced hoping she could help me as this was ridiculous! She didn't do much but tell me that the housekeeping supervisor would come talk to me. After a couple of minutes in my room, it occurred to me that the housekeeping "Supervisor" would be the worse person to talk to after I had asked to speak to the hotel Manager since his staff honestly sucked all week at their job. So here I am sharing my experience with future travelers so that they do not spend their money on this dump! |Stay near the Fashion mall instead as the downtown area is sketchy and the service at this hotel is horrible! Worst customer...

This is the worst Sheraton of the planet. I stayed there from May 26 till May 29, 2023. Plenty of issues from check-in till checkout. Price and location were good, but management and service are a disaster. No managers on duty, no staff on the restaurant, and long lines on the front desk area when trying to solve the issues. Outdated property that needs better management, better maintenance, better restaurant, and better service.||1. No managers on property on May 28-29, asked both days, different times, no one available.|2. Dirty walls, dirty door on the bathroom.|3. Soap dispenser broken, I contacted the front desk twice, the thing was fixed the next day.|4. Empty bottle of soap on the wall dispenser.|5. Raul and Jaime the best employees on property (outstanding employees).|6. Too many employees shadowing on the front desk, long lines.|7. Food portions on restaurant are very minimum.|8. Sheraton Club was closed during my stay. |9. Breakfast was supposed to start at 7:00 AM, on May 27 only juices and fruits at that time, all the food was ready around 725-730 AM. On May 28, nothing on the tables, no employees on the restaurants, At 715 AM I went to the 7-11 store to get my breakfast, I was leaving the property at 800 AM for a tour. I asked for a manager, no manager on property. No employees on the restaurant. |10. Minimal number of towels on the bathroom, most of them old towels.|11. Geraldo told me that I manager will be in communication with me, no one did.|12. Alarm clock displaying different time….about 2 hours 10 minutes ahead.|13. Minimal lighting on the room, four small lamps, only one light on the roof, next to the main door.|14. Small and very uncomfortable bathroom, room size is very good, good bed and good furniture.|15. Don’t expect to get a room before 300 PM, no priority of the Bonboy Elite members. |16. One lady went to my room on May 29 (around 110 PM) to tell me that the checkout is at noon. My Bonboy titanium benefit is at 400 PM.|17. Weak water pressure on the shower and the sink.|18. No concierge desk, no tours desk. ||||This is my worst experience on a Sheraton, price of the room was good but I spent my time dealing with all the issues on this place. Not...

Terrible stay. There are much better hotels within a block in that area. Please do not go with the feint of the Sheraton brand because they do not have the quality of that brand. The "deluxe" room turns out to have no windows but a wall, it seems to be in the basement when it is on the 4th floor !!, The room to which they changed us from a lower category is much better, and apparently, the staff did not register the change, and they gave our room to someone else. At 1 am we woke up, and there were 4 individuals in the room, and we were with a 2-year-old baby !!!!!!!! That same morning we left the hotel, but when we were explaining why the early checkout if we were still 2 nights away, there was a "party" worthy of any market: A group of about 50 people from a political party (Fuerza Mexico or something like that) leaving the restaurant for his concentration with drums and trumpets making the worst noise in the world, we couldn't even talk to the manager, and it was obvious that the hotel sponsored it because the head manager was going crazy from here to here, I guess that he wanted something from the candidate because he didn´t care at all if there were guests or not in the lobby or the noise that those people generated in THE LOBBY!!, nothing! We really ran out of the hotel!!!! That hotel shouldn't have that Sheraton brand, and I will actually file a complaint with Starwood Corporate in the US. It is a complete shame; we have never been treated that way! The worst hotel I have ever been to!! Aaah, and also, there wasn´t even a bar of soap in any room...