Our stay at Plaza Galería Monterrey was a huge disappointment. The room itself was fine… but everything else ruined the experience.
The service was awful: we asked for cleaning and came back to a dirty, stained comforter, an old bleach smell, only one towel for two people, and no toiletries replaced. The next day, despite requesting service once again, in advance, the room wasn’t touched at all. Meanwhile, my sister’s room right next door was cleaned — except they left her door wide open with all her belongings exposed, and no staff in sight.
The air conditioning barely worked, dirty towels were laying in the hallway, and when our toilet got clogged, the staff promised to fix it “immediately.” Five hours later, we returned — and nothing had been done. It was 10:30 p.m. Not to mention the toilet clogged three times during our four night stay.
The staff’s response every time? Excuses and “internal miscommunication.” Never solutions.
A hotel can make mistakes, but indifference is unforgivable. That’s why I cannot recommend this place under any circumstances.