Rated 3.6 out of 5 by 38
Rated 1.0 out of 5.0 by Extremely Disappointed Property is a Top Tier Hotel but is actually just like a Motel 6
Before anything else, be aware that this is a Holiday Inn and not a Holiday Inn Express, and that IHG is a global brand and not some two-bit motel chain. In this light, we have a level that needs to be met.
In this stay, there is an extreme lack of attention to detail so much so that the hotel did not feel at all like a top brand, but like a small-time mom-and-pop.
Two of the cabinets do not close properly, and would gradually roll open. See attached picture of one such cabinet. The alarm clock had some LCD lines busted, and hence, time can't be gauged correctly, and will need to be analyzed a bit. The alarm clock! These things don't break all of the sudden. The only apparently reason is that this has been busted for a while and the management just doesn't care enough to do the right thing. Stingy much?
The gym only had two treadmills, and one was busted. In my first go, I was able to use the good treadmill. In my return to workout the next day, I couldn't go on, since someone went ahead of me. Oh, and there is another equipment - a stair climber. And guess what? That's busted too. As with the alarm clock, these things don't break all of the sudden. This problem at the gym has been going on for a while, and the management is just simply such losers to care. Too tight to have the gym equipment repaired???
This proves management doesn't care to provide good customer service, whether the issue is big or small.
An important data point of the lack of care hotel is their lack of Basic English. I don't expect them all to be fluent, but the basics need to be taught! The US is their neighbor, for Pete’s sake! Was this hotel expecting and hoping that nobody from the US visit Mexico? I don't speak other languages fluently, but I certainly do my best to learn to say basic words when I travel. I asked what the food was for the buffet in the morning, and nobody could understand me, even the night front desk agent! The morning agents speak acceptable English. I suppose they expect me to speak to the morning agents only? This is a global brand! Training in Basic English is expected to be given.
Final case in point, there was a power outage in the city on the night of my stay. That is not something you can fault the hotel. What gets to you is the lack of care and initiative that management had. No one bothered to ask how we were. I assume that was how everyone was treated as well. For crying out loud! There are only 127 rooms here! How long would it take to go to each room to explain that everything is under control! Can you imagine being in Mexico in a dark hotel! It's the stuff the paranoids dread! We called after 20 minutes of waiting and they claimed they had no idea what happened but they promised 10 minutes for the power to return. How can they make promises of a time frame when nobody knows what the outage was about? Forty minutes later, and still nothing. After such an extended period in the darkness, I had to ask if there was any lamp or light source they could at least provide. Once again, a promise was made to bring something up. You can guess what happened next. Nothing. Why make promises that you know you can't keep? If the hotel couldn't foresee a power outage to buy a sufficient generator, why would they promise that they had a lamp/light source at all? The power eventually came back, but no apologies at all throughout the event, nor after.
Before I conclude, I need to point something out: I am sure you are reading this because you are looking for a place to stay. If you have read the reviews before this, or even after this, you will note that this property apparently responds to a lot of the reviews, with many of the replies coming from the GM, a certain Enrique Colmenares. As you know now, there are a lot of negative reviews. The replies from the property apologize profusely and promise to improve the service or the stay. Being hopelessly positive in life, I had hoped that the replies were put to good use and that the property would improve. So, I went ahead and booked, and made a grave mistake.
YOU, my friend, are reading this right now and are at the point where you have not decided yet. Alas, you are just like me, an IHG loyalists, always hoping for the best, but, in this case, I highly dissuade you from proceeding with staying here. Nothing has changed. I can see you now writing your own review after your dismal stay.
There are other global chains in the area. You will be much better off.
February 25, 2014
Rated 3.0 out of 5.0 by Ale03 Tijuana
The staff was very unpersonal. The room not very confortable and the amenitaies in bath room very poor.
February 17, 2014
Rated 3.0 out of 5.0 by OCzerny To noise
As platinum member I expected not the best room in the hotel but not the worst one, exactly what I get. Extremelly noise over the avenue, the windows aren't sound proof, happy upgrade
February 16, 2014