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Rating 10 - Excellent. 536 out of 1278 reviews" "
10 - Excellent
536
Rating 8 - Good. 356 out of 1278 reviews" "
8 - Good
356
Rating 6 - Okay. 156 out of 1278 reviews" "
6 - Okay
156
Rating 4 - Poor. 126 out of 1278 reviews" "
4 - Poor
126
Rating 2 - Terrible. 104 out of 1278 reviews" "
2 - Terrible
104
7.6/10
Cleanliness
8.4/10
Staff & service
7.4/10
Amenities
7.0/10
Property conditions & facilities
8.0/10
Eco-friendliness
Reviews
10/10 Excellent
nahim
Traveled with family and small children, Traveled with family
Clean and comfortable bed... Clean swimming pool and is indoors... Good view to the Cerro de la Silla... The Stuff is really helpful and the continental breakfast is really good...I will book My next stay there...
nahim
Stayed 2 nights in Apr 2024
Response from M Sustaita General Manager on Apr 15, 2024
Dear nahim:Thank you for your opinion!We hope to see you back in this home in Monterrey very soon!Best Regards!
Pool not working, toilet kept clogging, rooms very old. Breakfast was good, but very limited change if purchasing anything from sundries.very limited staff with english speaking ability. Friends room had to be moved due to bed bugs.
Kelly
Stayed 3 nights in Apr 2024
Response from M Sustaita General Manager on Apr 15, 2024
Dear Kelly:Thanks for your opinion!We apologize for the partial pool closure issue! For safety reasons of all our guests, it is necessary to block it temporarily. Although the breakfast we offer is the breakfast that our brand requests of us, and we comply, we will take your suggestion into account. In the case of the room that you share with us, we are looking to make contact with the guest to provide a timely follow-up.Cordially:
2/10 Terrible
Adrian
Traveled with family
Mar 4, 2024
Disliked: Amenities
Worst customer service ever! Our room was given to use one hour and 30 minutes after check-in time. The food at the buffet was... lacking. No food at all. We had to spend money to purchase our breakfast somewhere else. I hate this place!
Adrian
Stayed 1 night in Feb 2024
Response from M Sustaita General Manager on Mar 5, 2024
Dear Mr. Adrian:Thank you again for giving us your opinion!We hope that the personalized attention of your breakfast, and brought to the table, has been to your liking.We apologize again for the 10 minutes you waited for your room to be delivered!Sincerely:
10/10 Excellent
Antonio
Business traveler
Feb 28, 2024
Liked: Cleanliness, staff & service
Need maintenance on bathrooms
Antonio
Stayed 1 night in Feb 2024
Response from M Sustaita General Manager on Feb 29, 2024
Dear Antonio:Thank you for your opinion!We apologize for the inconvenience regarding the bathroom condition!We will work to improve your experience!We hope the future will give us the opportunity.Sincerely:
No tiene presión de agua, no tiene agua caliente , sucio , dejan entrar a gente a pedir dinero en el
Lobby y en la entrada, mala comunicación del servicio, habitaciones sucias, mal olor, vejas, necesita remodelarse todo el
Edificio
Luis
Stayed 2 nights in Feb 2024
Response from M Sustaita/Gerente General on Feb 26, 2024
Estimado Luis:¡Gracias por su opinión!¡Le ofrecemos disculpas por no cumplir sus expectativas de hospedaje!Trabajaremos en su retroalimentación.Nuestra propiedad entró en proceso de remodelación desde Diciembre, por lo que , pronto estaremos brindando un mejor servicio a todos nuestros huéspedes.Muy sinceramente:
Missing shampoo and soap in the room.
Humidity odor in the bedroom
Daniel
Stayed 3 nights in Dec 2023
Response from M Sustaita General Manager on Feb 20, 2024
Dear Danie:Thanks for your opinion!Thank you for the recognition of our unbeatable location, as well as our punctual commitment to delivering rooms!We are working on the humidity problem.We hope in the future you will give us the opportunity to be your hosts again
The property seemed to be more of a stay at a motel instead of a Holiday Inn hotel. The towels were worn out, it seems that the property needs to consider investing within the property such as in purchasing new towels and actual amenities, and possibly fix their humidity issue as well. Maintenance was a constant issue elevator being out of order and such. The staff was great but the condition of the hotel and the amenities was just absolutely awful. For the price I paid I expected more rather than what was given.
Allison
Stayed 8 nights in Dec 2023
Response from M Sustaita General Manager on Feb 20, 2024
Dear Allison:Thanks for your opinion!Thank you for your recognition of the service of all our hosts!We apologize for the inconvenience of your stay! Our hotel is being remodeled, due to the operation of the elevators, we are also improving. As well as other important global investments. We hope in the future you will give us the opportunity to be your hosts again.Cordially:
8/10 Good
Verified traveler
Traveled with family
Jan 4, 2024
Liked: Cleanliness, staff & service, room comfort
Verified traveler
Stayed 1 night in Jan 2024
Response from M Sustaita/Gerente General on Jan 15, 2024
Estimado Anonymous:¡Gracias por su opinión!Lo esperamos pronto de regreso.Cordialmente:
Fue muy agradable estar en este hotel que están haciendo todavía modificaciones pero muy bien, personal muy servicial, con amabilidad en atenderlo a uno, felicitaciones
a todos ustedes.
This location was excellent a few years ago. Now days it’s not a good hotel any more. Not clean, leaking in the bathroom, decay and dirty carpets in the hallways. Not good breakfast etc
Property is old elevator would get stuck and we would have to use the stairs most of the time,Towle was stain with blood, pillows smell like sweat, the like in the shower had mold and was falling apart. Pool area is really nice but thats about it.
The bedroom was spacious but unfortunately the lift was always broken and we was unable to use our breakfast vouchers due to the hotel not being able to accommodate the amount of guests staying there, we also had house keeping knocking on our door at 22:00 asking to clean the room after they had all day to do it.
John
Stayed 3 nights in Nov 2023
Response from M Sustaita General Manager on Nov 25, 2023
Dear John:We apologize for the inconvenience during your stay regarding cleaning times and elevator problems! We will work on these situations, ensuring that they are not repeated.Cordially:
8/10 Good
GERARDO
Traveled with family
Nov 15, 2023
Liked: Cleanliness, staff & service, amenities
cleanliness
GERARDO
Stayed 3 nights in Nov 2023
Response from M Sustaita/Gerente General on Nov 15, 2023
Estimado GERARDO:¡Gracias por su opinión!Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones. Cordialmente:
Very convenient to move around the South area of Monterrey
Cesar
Stayed 1 night in Nov 2023
Response from M Sustaita General Manager on Nov 7, 2023
Dear Cesar:Thank you so much for your opinion!We hope to see you back very soon!Cordially:
2/10 Terrible
CARLOS
Nov 6, 2023
CARLOS
Stayed 7 nights in Oct 2023
Response from M Sustaita/Gerente General on Nov 8, 2023
Estimado CARLOS:¡Gracias por su opinión!¡Le ofrecemos disculpas por no cumplir sus expectativas de hospedaje!No hubiera gustado saber más de talle de su experiencia.Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones.Cordialmente:
4/10 Poor
Daniela
Oct 31, 2023
Daniela
Stayed 2 nights in Oct 2023
Response from M Sustaita/Gerente General on Jan 15, 2024
Estimada Daniela:¡Gracias por su opinión!Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones.Cordialmente:
10/10 Excellent
Juyoung
Oct 24, 2023
Juyoung
Stayed 1 night in Oct 2023
Response from M Sustaita General Manager on Oct 26, 2023
Dear Juyoung:Thanks for your opinion!We hope you visit us again very soon at this, your home in Monterrey!Best Regards:
Response from M Sustaita/Gerencia General on Oct 12, 2023
Estimado Enrique:¡Muchas gracias por su opinión!¡Lo esperamos pronto! de regreso!Muy cordialmente:
6/10 Okay
Cristina
Oct 9, 2023
Cristina
Stayed 2 nights in Oct 2023
Response from M Sustaita/Gerente General on Oct 30, 2023
Estimada Cristina:¡Gracias por su opinión!Esperamos en el futuro nos brinde la oportunidad de ser de neuvo sus anfitriones.Muy cordialmente:
8/10 Good
Karen
Traveled with partner
Sep 25, 2023
Liked: Staff & service
Disliked: Property conditions & facilities
-The hotel needs renovation. The rugs of corridors where old and smelled like humidity because they had some fans trying to circulate the air in that area.
-I loved its location, its located in a very accessible and safe area.
Karen
Stayed 6 nights in Sep 2023
Response from M Sustaita/General Manager on Sep 28, 2023
Dear Karen:Thanks for your opinion!The turbines that were installed at the time in hallways were placed for drying to wash the carpets. We understand the current condition of our property, but we will be working on improvement programs, including our comprehensive renovation. We hope in the future you will give us the opportunity to be your hosts again.Sincerely:
Response from M Sustaita/Gerente General on Sep 18, 2023
Estimado Josue Armando Saldivar:¡Muchas gracias por su opinión!Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones.Cordialmente:
8/10 Good
Mauricio
Sep 7, 2023
Mauricio
Stayed 2 nights in Sep 2023
Response from M Sustaita/Gerente General on Sep 18, 2023
Estimado Mauricio:¡Muchas gracias por su opinión!¡Lo esperamos pronto de regreso!Cordialmente:
2/10 Terrible
Alejandro
Sep 6, 2023
Alejandro
Stayed 1 night in Sep 2023
Response from M Sustaita/Gerente General on Sep 18, 2023
Estimado Alejandro:¡Gracias por su opinión!¡Le ofrecemos disculpas por no cumplir sus expectativas de hospedaje! Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones.Muy cordialmente:
8/10 Good
Juan
Sep 4, 2023
Juan
Stayed 3 nights in Sep 2023
Response from M Sustaita/Gerencia General on Sep 25, 2023
Estimado Juan:¡Muchas gracias por su opinión!¡Lo esperamos muy pronto de regreso en esta su casa en Monterrey!Muy cordialmente:M SustaitaGerencia General
2/10 Terrible
Juan
Aug 26, 2023
Juan
Stayed 1 night in Aug 2023
Response from M Sustaita/Gerente General on Sep 4, 2023
Estimado Juan:¡Gracias por su opinión!¡Le ofrecemos disculpas por no cumplir sus expectativas de hospedaje! Nos hubiera gustado saber más detalles de su estadía, para así, trabajar en ellos y buscar su mejora.Esperamos en el futuro nos brinde nuevo la oportunidad de ser de nuevo sus anfitriones.Muy sinceramente:
Room wasn’t clean enough… and the air conditioning wasn’t working. All in all, very convenient location, safe, good staff.
Mario
Stayed 7 nights in Aug 2023
Response from M Sustaita General Manager on Aug 15, 2023
Dear Mario:Thanks for your opinion!We apologize for the inconvenience!We hope in the future you will give us the opportunity to be your hosts again!Cordially:
La propiedad muy descuidada no me cambiaron toallas ni sábanas y no había mucha presión de agua en la ducha además el aire acondicionado no funcionaba correctamente. La verdad me voy muy decepcionado considerando que soy huésped frecuente de ese hotel .
Jhonatan
Stayed 3 nights in Aug 2023
Response from M Sustaita/Gerente General on Aug 15, 2023
Estimado Jhonatan:¡Le ofrecemos disculpas por no cumplir sus expectativas!En lo que llega nuestra remodelación, estamos trabajando en programas de mejora en nuestra propiedad.Esperamos en el futuro nos brinde la oportunidad de ser de nuevo sus anfitriones.Muy sinceramente:M SustaitaGerencia General
Response from M Sustaita/Gerente General on Aug 3, 2023
Estimado Bryan:¡Muchas Gracias por su opinión!¡Lo esperamos pronto de regreso!Cordialmente:
6/10 Okay
Sara
Traveled with partner
Jul 31, 2023
Liked: Cleanliness, staff & service, amenities
We had to switch rooms as assigned room was too warm. This room also had no water pressure and tub was extremely slippery.
Staff was very gracious and quickly moved us to a better room.
Sara
Stayed 6 nights in Jul 2023
Response from M Sustaita General Manager on Aug 4, 2023
Dear Sara:Thanks for your opinion!Thank you for your recognition of the attention of our staff!We apologize for the inconvenience of the room change!Hopefully, in the future you will give us the opportunity to be your hosts again!Cordially:
8/10 Good
Perla
Jul 24, 2023
Perla
Stayed 1 night in Jul 2023
Response from M Sustaita/Gerente General on Jul 28, 2023
Estimada Perla:¡Muchas gracias por su opinión!¡Lo esperamos pronto de regreso!Cordialmente:
10/10 Excellent
Gael
Jul 20, 2023
Gael
Stayed 1 night in Jul 2023
Response from M Sustaita/Gerente General on Aug 15, 2023
Estimado Gael:¡Gracias por su opinión!¡Lo esperamos pronto de regreso!Cordialmente:
10/10 Excellent
Christian
Jul 20, 2023
Christian
Stayed 4 nights in Apr 2023
Response from M Sustaita/Gerente General on Jul 28, 2023
Estimado Christian:¡Muchas gracias por su opinión!¡Lo esperamos pronto de regreso!Cordialmente: