Hotel Krystal Monterrey

This is one of the worst hotels I have ever experienced, and I mean that globally. The rooms are outdated, the service is subpar, and it's clear that employee morale is low. The valet parking even insisted on a tip, and when I ordered room service, it took hours only for them to say they didn't have what I ordered. Instead, I was offered a plain sandwich. To top it all off, I found a cockroach in the bathroom. The bathroom only had rags as towels, and only two towels were for three people in the room. On one occasion, they forgot to provide toilet paper. This hotel claims to have four stars, but it's really only worth two at best. I will not be returning, and I would appreciate it if you do not contact me again. I'm not interested in hearing from you. Take a look at the scripted apology below; claiming that they "strive" to improve is simply false. Just review the other comments—it's the same poor hotel with consistently bad service.

VERY Disappointing Experience at Hotel Krystal Monterrey I recently had the misfortune of staying at the Hotel Krystal Monterrey, which claims to be a 4-star establishment but falls woefully short of that standard. In reality, it feels more like a 2.5 or 3-star hotel at best. Upon entering my room, I was immediately struck by its outdated appearance and lack of simple upkeep, from chipped paint to broken floor tiles in the bathroom. The maintenance and repairs that were done seemed to be by a cheap handyman, with no attention to detail or quality. The room was also surprisingly dirty, which added to my overall dissatisfaction. The beds were uncomfortable, making it difficult to get a good night's sleep. Given my vast experience with other genuine 4-star hotels during my vacation, I was deeply disappointed by the stark contrast. I decided to check out the following day and informed the staff the night before, explaining my reasons politely. They assured me that they would refund the extra day I wasn't staying, but when I arrived at the front desk the next morning, they reneged on their promise. This led to a heated argument, which was unnecessary and unprofessional. The hotel lobby looks impressive, which might initially give you the impression that you're in a high-end establishment. However, the illusion shatters as soon as you step into the elevators and enter your room. It feels more like staying at a budget motel than a 4-star hotel. Overall, my experience at Hotel Krystal Monterrey was a huge letdown, and I would not recommend it to anyone. The hotel needs significant improvements in maintenance, cleanliness, and customer service to justify its receipt of any business.

EXCELLENT Location, very close to the Attraction,paseo Santa Lucia,and Coffee Museum and other beautiful places,they have Excellent Excellent breakfast,nice view and location, Excellent customer service very professional and courteous the rooms are clean, the best is the location 10 out of 10 the downside is , the rooms DON'T HAVE COFFEE MAKER 😩,No Microwave and No swimming pool,and the size of the queen bed 🛏️ is small no good size for tall people.but other than that is nice place and very convenient location 👍🏻

Great location with access to many museums, restaurants and cafes within walking distance - even when it’s sweltering hot. The service was kind, if not always responsive. The room was cool, great water pressure in the shower and had a comfortable mattress! Our shower did flood into the bathroom floor, which was a hassle each time we needed to shower. There’s a great view of Cerro de Silla and the moon at night - but the windows are unfortunately in the hall, not in the rooms. The business center was a nice place to work. The gym’s equipment is incredibly outdated.

Overall: this is a great place to stay for solo-travelers looking to explore the city of Monterrey. The hotel is conveniently located in the City Center--directly on the southern end of the Macroplaza. There, you are a direct 5–10-minute walking distance to various landmarks, museums, churches, Barrio Antiguo (for shopping, restaurants, cafes, etc.), and shopping along the Jose Maria Morelos street. The area is extremely populated and social and felt completely safe for exploring during the day and night. (tip for the winter: the holiday decorations and attractions make the extremely beautiful and pretty).||As for the hotel itself, it is clean with modern furnishings, a comfortable bed for sleeping, TV with local channels and CNN for English-speaking news. The staff is also extremely helpful, friendly, and courteous. The breakfast bar is very robust and includes a selection of meats, cheeses, yogurts, fresh fruits, cereals, and juices; as well as a hot bar with soups, beans, hot meats, and omelets made to order. There is also a coffee bar in the lobby serving Starbucks branded coffees with snacks and a full-service restaurant/bar for meal services later in the day (along with room service ordering). The facilities are clean, and the gym has a handful of treadmills, ellipticals, and stationary bikes for cardio with free weights and machines for strength training. The hotel also has incredible views of Monterrey and the Macroplaza so it is definitely worth it to venture up to the upper floors for the views!||My only wish was that the rooms included a coffee maker but this is a very minor inconvenience. Regardless, I greatly enjoyed my time at this hotel and would absolutely stay here again when returning to Monterrey!

You can see that I gave this hotel a glowing review four months ago, but this time, I am extremely disappointed and completely regret my previous five-star rating. Recently, the weather in Monterrey has been freezing, with nighttime temperatures dropping to around 0°C. However, the hotel’s heating system was broken, and when I checked the reviews, I found that this issue had been ongoing for a long time. Despite this, the hotel manager lied to me, claiming that they had been actively working on repairs. On my first night, I woke up freezing at 3 a.m. and asked the staff to fix the heater. After they failed to resolve the issue, I had no choice but to use two blankets to get through the night. The next afternoon, I requested a room change. They assigned me a new room and asked me to wait in the lobby while the maintenance team checked whether the heater was working. After 30 long minutes of waiting, I was told that the heater in the new room was functional. However, upon moving into the new room, I quickly realized the heating was still broken. That evening, I had to approach the manager again, only to be informed that all the heaters in the hotel were out of service and that they had been “working on it” for a while. Despite this promise, nothing was resolved, and I spent yet another freezing night. I would like to express my gratitude to Hannia, who remained patient and professional throughout the ordeal, even when I was visibly upset. None of my criticism is directed at her—she deserves a five-star rating. However, this overall experience has been unacceptable and reflects poor management and neglect from the hotel.

We got there in an international flight that got early to the country and obviously to the hotel too. I had previously called to let them know about this and arrange any extra fee for an early check in but anyway we had to wait 4.5 hours to check in only to get a DISGUSTING AND DIRTY ROOM... the wall next to my bed was disgusting...it appeared to have BODY FLUIDS AND FOOT PRINTS. The cleaning is really bad, the bathroom smelled, food was awful, and the service is terrible as well. We just wasted our time and money in that place. We made a complaint about the situation but they didn't care and obviously didn't do anything about it. They reply to my review lying about the situation saying that they tried to communicate with me but it was a complete lie. I travel very often and this has been by far the WORST EXPERIENCE OF MY LIFE. THAT PLACE IS NOT WHAT IT LOOKS LIKE ON THE WEBSITE. DON’T LET THEM FOOLED YOU LIKE THEY DID WITH US.

Great place to stay, rooms are big and confortable with a great view of the montains. rooms are clean also the rest of the areas|They have a restaurant, the buffet is so good, you dont have to miss it, waiters are kind |the hotel is close to craplaza and to many restaurants and shops, its a good place to stay

Great location its very central to lots of the big tourist areas. It's really safe around here, and it's across from the "Barrio Antiguo" about a 6 min walk. The hotel itself it ok the rooms are a bit outdated and if your lucky your A/C will work, we came with a large group of 20 and only 1 couple had an issue with the A/C, and 1 other couple had a leak in the restroom which cause a huge puddle of water, the floors get really slippery when wet so it was a safety hazard. We also had an issue with the reservation some folks had, where we reserved 1 king deluxe but instead were given 2 queen beds. The excuse was they were having issues with their platform and they cant do anything about it. But other than that it was an ok option to stay in.

1- this is NOT a 5 star hotel as advertised. 2-2.5 stars at best 2- outdated 3- you can either have a room with an "interior window" facing then inside atrium of the hotel which means that if you open your windows anyone on the stair case can look into your room and that you will never get sun light or see the sun. Or you can get an "exterior" window and have really loud music from bars until 6am every night. 4- expect no amenities 5- old, dirty, scratchy bed sheets 6- old lumpy pillows 7- old dirty frayed towels 8 - had 3 rooms and all had issues with the shower (water pressure is nice tho) 9- falling apart with bad maintenance and begging for a remodel (broken paintings, fixtures, stains, mold) 10- very loud AC unit 11- humming plugs when charging 12 - paper-thin walls. Not only can I hear every movement the people in the room next to me do. It's so loud I can hear and understand any conversation they have. 13 - bathroom doesn't have a extractor, vent or window 14 - lock on the door doesn't work 15- I got food poisoning from the chicken sandwich 16- housekeeping was very kind

I came with a group of 15 people from the UK for two nights in March and there was no water for over 50 hours. Our group were very unhappy about the water issue that was experienced at the hotel. While we appreciate that an alternative solution was provided for some of our guests, the delayed communication and issues meant that they were significantly late for the event they were attending in Monterrey. In addition to the lack of running water at the hotel, our guests also experienced a few otherissues during their stay. This included lack of towels in some rooms, lack of bottled water insome rooms and some worrisome journeys in the elevator. One of our guests were stuck inthe elevator for almost a whole night, where the doors wouldn't fully open and he was calling for help. DO NOT STAY HERE! We have now been waiting for over 2 months for our refund that was promised from Maricarmen, the group booking manager, and they have stopped responding. It is appalling service!

We booked a room the night of our stay through an online site for Hotel Krystal. It took the women checking us in a while to find out reservation because it was such a last minute reservation I'm guessing. The location was close the the fountain and a good walking area. Everyone was extremely helpful and happy. The room was very spacious with big windows that gave us a good view of the city. The room seemed very clean except for a clump of hair I found on the shower wall. If they left hair that we can see I don't want to imagine what is there that we can't see. :/ If the bathroom was properly cleaned then I would definitely stay there again but were kind of grossed out about that. For that reason I would not give this place 5 stars.

Location, location the only reason I gave 2 stars is for the grate service but the room was dirty and hoot the ac won't work and the toilet won't work to The best ting the bar tender Américo fantastic service i recommend the bar he prepare the best drink