Ramada Encore by Wyndham Monterrey Apodaca Zona Aeropuerto

This regular room was better than the suite

We chose this hotel to celebrate our 36th wedding anniversary and enjoy a family vacation. We reserved two rooms and spent over $1,700 during our six-day stay. While the breakfast was excellent and one of the highlights of our visit, unfortunately the rest of our experience was extremely disappointing. Our Relax Suite had a strong mildew and mold odor from the moment we entered. The bathroom floor tiles were loose and coming up around the restroom, and the shower also showed visible mildew and mold. The jacuzzi was unusable because dark yellow water came out of the jets. The massage chair worked only once before it stopped working completely. To make matters worse, the internet was down for two days. The swimming pool had such an overwhelming chlorine level that it was impossible to enjoy. We reported these issues to the staff on two separate occasions, but the only response we received was that they would notify management. No one ever offered to move us to another room, provide compensation, or make any effort to resolve the problems. For the amount of money we spent, we expected a clean, well-maintained suite and responsive customer service. Unfortunately, neither was provided. Aside from the excellent breakfast, this stay fell far below the standards I expect from a Wyndham property. Regrettably, I will not stay at this location again, nor would I recommend it to others.

Horrific experience. I stayed here years ago and had similar issues, but gave it another chance because of the location. Big mistake. I travel full time for work and have stayed in hundreds of hotels worldwide. This hotel presents itself as high-end, but underneath it’s disorganized, dishonest, and poorly managed. They sold us room types that weren’t actually available, downgraded us without notice, and only admitted it after we questioned the front desk. Staff constantly blamed unavailable “managers,” offered excuses instead of solutions, and only proposed partial compensation. They also added questionable fees and backed down only when challenged. Refunds were never handled directly; instead we were given a WhatsApp number and told to deal with it later. The shuttle situation was equally frustrating. We were told reservations weren’t needed, then later told the shuttle was full because we didn’t reserve spots. The property looks nice in photos, but the details are awful: flooded showers, a jacuzzi tub full of sand, and peeling laminate floors throughout the suites. Restaurant service was inconsistent. Drinks were constantly “out of stock,” chips were stale every night, and food quality varied dramatically. Laundry service cost our group $175 USD, took forever, and they ruined our clothes by punching holes in every garment for tagging. I rarely leave reviews, but after two bad stays, I’d strongly recommend staying elsewhere.

The breakfast was great. The staff was very friendly.

Overall everything was Excellent, clean, room good size, breakfast excellent, the staff were great there.