Holiday Inn Ciudad Juarez, an IHG Hotel

1 Ana - 4 months ago

I’ve traveled to many different countries and also within the US. This was my first time in Mexico. At check in, I was asked for my ID (in a NOT FRIENDLY WAY), never a smile, never a “Welcome”, the receptionist took my credit card payment and gave me 1 key - both my husband and I checked in at the same time. This is a new hotel (I had high hopes of a great service experience) but they offered very poor quality in the service provided at the front desk. Ms Ana Pietro is rude, unpleasant and makes the guests feel very unwelcome/uncomfortable - everything seems to be a bother to her. Her demeanor is always of an unhappy/sour person. Never a smile, never a friendly attitude. The impression I got is that she wished she didn’t have to be/work there. When I had a question or request, it was abruptly answered or fulfilled with the least amount of fortitude. Housekeeping was also amiss. I had to beg for clean towels - after they had “cleaned the room” and taken my used towels - don’t even think about wash cloths! Those are handled by housekeeping supervisors who are never available. Nothing was really cleaned - they just sprayed a SUPER STRONG DEODORIZER in the room (which caused an asthma attack) and I had to move to a different room. I was assured that there was transportation to and from the airport when I called prior to arriving - but came to find out it’s not true. You can request ahead of time to be dropped off at the airport but NEVER picked up. There is a van service (Mr. Román is a very friendly and helpful driver - who goes the extra mile to assist the guests with any questions or doubts) giving them directions to and from locations. However, that service is ALSO controlled by Ms Ana Pietro - you can see where this is going…. The pool was dirty, the chairs unclean and many were broken. When I inquired about the manager, HE WAS ALWAYS OUT OF TOWN. Never accessible - I was unable to meet any management on site.
I HIGHLY RECOMMEND AGAINST THIS HOTEL! NEVER AGAIN WILL I GIVE THEM MY BUSINESS.
For only US$2 more per day I could have stayed at the Marriott - which has always provided services above and beyond

0 Anonymous - 4 months ago

Great customer service in the front desk, provide all the information about the local times and how to get to the airport as well as the security guy was very nice and provide information about the hotel and their security. The room was clean, enough space, bath good space too and very clean.

1 Oswaldo Rios - 2 months ago

It's a shame that a beautiful hotel like this has such poor management. The towels were disgustingly dirty, the customer service was below average, there was no hot water in the morning. I was expecting a lot more from this franchise. I won't be coming back.

1 Junior Batista - 6 months ago

The only reason I choose this hotel was for its amenities but most of them weren't available. The pool was not ready for use and the bar (a must for me) was closed. My visit to ciudad Juarez was only for the US consulate and I was advised not to go out and to stay at the hotel, that's the reason I needed those amenities available to make my stay a breeze. Something came out and I needed to stay a bit longer but the receptionist wouldn't honor my current price. I was surprised they rather lose a customer. So, I did. Another bad experience was that I left behind my phone charger, I called and I was advised to call in the morning. I did, they couldn't locate the charger - when that room was not rented (I don't think that's true). This is my personal experience and most likely I won't be using the chain again. Fool me once, shame on you and that's the end. I will take my business to somebody else.

0 Loziale - 11 months ago

The hotel crew received us very nicely the day of our arrival, offering us some refreshments. The hotel is conveniently located and it is very easy to get transportation to any spot in the city. The rooms have a lot of space and have very comfortable furniture. It has a little fridge and a personal coffee maker, along with a little safe. It was a very pleasant experience.

0 Ronald - a year ago

Everything was wonderful. There was a girl at the cafe counter, who wears glasses, that is immensely ravishing and her eyes are pretty. The TV was working well. The lights and lamps were awesome. I highly recommend this hotel to any and everyone. I don’t know about pet friendly seeing as though I have none but I’m sure this location is nice to accept some pets and have pet rooms.

3 Alex Obregon - 3 months ago

room was too smelly, towels are not white, it were whites. lack of trainning on front desk people. I had to request twice for some water bottles, I tried to hang up my clothes and no hangers. Really not deserve to be part of IHG franchises...