This was not my first stay at MM Grand Hotel Puebla, Tapestry Collection by Hilton. In fact, I have stayed at this property approximately four times because I trusted the quality and hospitality associated with the Hilton brand. Unfortunately, this most recent experience was by far the worst.
The main issue involved a front desk employee named Elizabeth. Throughout our interaction, I felt that I was treated with a lack of courtesy, professionalism, and empathy. Instead of trying to help, I felt dismissed and unwelcome.
During my stay, I was waiting for an extremely important veterinary document required for my pet to travel. The veterinarian personally delivered the document to the front desk. However, no one informed me that it had arrived. This simple failure in communication caused serious complications at the airport, which could have been completely avoided with a simple phone call or notification.
The stress caused by this situation had a significant impact on my health. My blood pressure increased considerably, and I was forced to cancel my sister’s birthday dinner because I no longer felt well enough to attend.
When I contacted the hotel manager, I expected my concerns to be taken seriously and the situation to be investigated. Instead, I felt that my complaint was immediately dismissed and that the employee’s actions were defended without making any real effort to understand what had happened or how it affected me and my family.
To make matters worse, my guests also had a disappointing experience. My nephews, ages 20 and 13, were unable to receive food at the restaurant, and we were never given a clear explanation. It was embarrassing and frustrating to see my family placed in such an uncomfortable situation.
I live and work in the United States for the same hotel brand, so I am very familiar with Hilton’s standards for hospitality, professionalism, and guest service. That is precisely why this experience was so disappointing. It did not reflect the values or level of service that guests should expect from a Hilton property.
I am not writing this review to attack anyone personally. I am writing it because I genuinely hope the General Manager and Hilton take this feedback seriously. This property would greatly benefit from additional training in customer service, communication, empathy, and guest relations. No guest should ever leave feeling disrespected, ignored, or humiliated.
After choosing this hotel multiple times over the years, I never expected to be treated this way. Unfortunately, based on this experience, I cannot recommend this property. I sincerely hope meaningful improvements are made so that future guests receive the level of hospitality that the Hilton name represents.
**Some of the restaurant employees displayed an unfriendly attitude and made facial expressions that made my family and me feel uncomfortable, as if we were asking for something we didn’t deserve instead of simply requesting the amenities and services included with our stay. Rather than responding with courtesy and professionalism, they often answered our questions in a way that felt …….
