Holiday Inn & Suites Hermosillo Aeropuerto by IHG — Hotel in Sonora

I am writing to express my disappointment regarding a recent experience, which has caused me to reconsider switching to IHG. As someone who spends over 120 nights a year in hotels, I had hoped for a comparable level of service.

While my check-in and stay were excellent, including recognition of my IHG One Rewards membership, my checkout and subsequent interactions left much to be desired.

Upon registering my car for parking, the receptionist offered transportation to the airport. I had not requested this but accepted the offer. When the van driver arrived, he immediately complained that departures were scheduled at 1 PM and it was 12:30 PM, claiming he was making an exception. His tone was far from professional, and despite my apology, he continued to make dismissive remarks. I suggested he speak with the receptionist, as I had not been informed of any restrictions, but he continued in an unkind manner. Although he later attempted to improve the interaction, the initial behavior was unprofessional and unnecessary. Still gave him a tip.

After reaching the airport, I realized I had left my new Zara jacket in the room. I immediately called the hotel, and the receptionist assured me it would be taken care of and held for my return. Unfortunately, upon follow-up, Jesús Morales informed me that proper lost-and-found procedures were not followed, delaying recovery of the jacket. Jesús was helpful and assured me it would be shipped when found since I live 3hrs away. However, subsequent communication with Alejandra Lohr Miranda revealed I would need to pick it up in person or arrange prepaid shipping—despite the hotel’s earlier assurances.

I understand policies exist, but the lack of clear communication, professionalism, and follow-through has been extremely frustrating. This experience does not reflect the standards I expect from a global...

My over all 4 day stay at this HI property was great except for a few of the front desk staff. I needed a few items answered so I went to the front desk and a lady with red hair was very abrupt and thought my question was stupid just from the look on her face. When I needed the shuttle on Monday night about 02/17/2020 at 7:30 pm there was the same red haired lady and another man there typing on the computers at the front desk. While I was standing there they didn't even look up to acknowledge me and after about 30 seconds I spoke up and asked them about my need for a shuttle to the airport. The man never looked up at me and then reached over to the end of the desk and picked up a walkie-talkie and said something and I heard a man respond. I assumed he was asking the shuttle driver that there was a guest that needed a ride. He didn't tell me anything and went back to his typing without saying a word to me. I found this extremely disrespectful and demeaning. The other red haired woman never looked at me and this man never said a word. Is this the way you treat your guests???? The other front desk staff were very pleasant during my four day stay here. The food was very good at the restaurant and the wait staff were very nice as well. The room was very clean and the maids were great and always smiling. I don't think the front desk staff needs to be bright and always smiling but these two employees need a lot of training in guest relations. Will I stay here again? I don't think so just because I don't want to be treated like an animal especially if these two people are still working there. They should be transferred to a job where they don't come into contact with guests especially when they act like they are to good for their job. Maybe cleaning the pool or sweeping the outside grounds. GOOD LUCK WITH THESE TWO...

This is my first time at the Holiday Inn Hotel & Suites Hermosillo Aeropuerto. The hotel is in a good location; it is safe and is close to the airport. The location is only a few minutes from the airport and the hotel offers shuttle service. It was clean, comfortable, quiet, and looks very well maintained. The A/C unit was great; I was able to control my room temperature for comfortable sleeping. The public areas were very nice and well-kept. Hotel staff was very polite, helpful and friendly. Complimentary in-room water bottles were a plus. Free high speed Wi-Fi internet service was acceptable although it needs improvement.

The hotel’s small Bar “El Viñedo” located near the lobby is well stocked and has a relaxing atmosphere.

The hotel’s restaurant “El Olivo” was loud and very busy when I arrived, but I was able to get a seat, service was prompt. It had a great selection of food and was cooked as ordered. The breakfast buffet was very good. The entire restaurant staff offers great customer service. Meal prices are very reasonable as well.

The only major problem I encountered during my stay was my hotel room being assigned to another guest. Fortunately I was present when the other guests entered my room. The hotel’s bell boy resolved the issue promptly. I brought this situation to the attention of the front desk staff, although I never received proper apology for the inconvenience from the front desk staff nor management.

Having said that, overall, I had a good experience and would recommend for business or vacation travel, including family and friends.

I would suggest adding American TV stations like ABC, NBC, CBS and FOX to your guest room viewing package.

Your hotel’s amenities state you have an ATM/Cash machine on premises but I was...