On March 9, 2024, my girlfriend and I checked into the NH Hotel in Puebla to spend our vacation there. Unfortunately, we discovered that the pool area was closed. There was no prior information about this, neither on Booking.com, where the pool facility was advertised, nor at the reception. We chose this hotel solely because of the pool access (It was very hot in these days), so I went to the reception to inquire about it. The woman at the reception informed me that the pool had been closed for 2 days already and would not be reopened in the coming days. I had booked our room a day before, so a day later, when the pool was closed, and yet it was still being advertised on Booking.com. Having a pool at the hotel was important to us as the days were very hot and dry. The receptionist offered to cancel my stay and provide a full refund. Since I had paid through Booking.com, it was supposed to be handled through them. However, I was assured that the hotel would take care of it. Therefore, my girlfriend and I checked out a few minutes after our arrival and had to find another hotel in the midday heat. Unfortunately, I have not received any further information or refund to this day. The NH Hotel Puebla has thus violated several points: 1. False advertising 2. Lack of prior information 3. Lack of customer care After One Month I am still trying to get my refund because the hotel is not responding to my messages nor to Booking.com's customer service messages.
False advertising is one thing and it's not professional but I can understand forgetting to update something can happen but it's the first time I've had such a disastrous customer service. I have never in my life found it necessary to write a bad review but in this case I strongly advise you not to book this hotel!

The breakfast made this stay superb

The rooms were a bit dated, the breakfast, staff and location made the stay excellent.

La ubicacion es excelente, el desayuno muy completo y buena atencion de los meseros. La habitacion y bano muy amplia y el clima funciono muy bien. Buen funcionamiento del WiFi

Las llaves o tarjetas digitales se desactivaron dos veces. Pudieran mejorar si hubiera cafeteras en las habitaciones. Falto jabon de barra para el bano y las manos

Ubicación y comodidad.

😡Habitación 114 al final del pasillo con mucho ruido ya que están 2 puertas de servicio de aseo y personal del hotel 😡

The location is very good. Within an easy walk to the attractions. The Hotel itself is ok. The room is somewhat comfortable.

Tea/coffee/milk/water is usually found in all hotels rooms but not this one. The bathroom is run down and the taps are wobbly on the wall. The pillows are very lumpy and not at all nice to sleep on.

Bueno

Tengo problemas por qué no me han dado mi factura

Nuits calmes et hôtel situé idéalement par rapport au centre.

Grand hôtel de par sa taille où nous avons séjourné trois nuits, malheureusement tout n'est pas au point, exemple les cartes magnétiques pour l'accès à notre chambre ainsi que celle de notre ami étaient régulièrement "démagnétisées". Résultat: tous les jours, il fallait reprendre l'ascenseur et passer à la réception pour les remettre d'aplomb ! Et ceci entre une et trois fois par jour ! Le deuxième jour, en fin d'après-midi, nous n'avions toujours pas de serviettes dans notre salle de bain, ce ne fut qu'après notre troisième réclamation à la réception que vers 19h et quelques...on nous les ramena. D'autre part, vaut mieux prendre le petit-déjeuner en ville car trop cher dans cet hôtel.

Ubicación

Nada

lo amplio de las habitaciones y la ubicación, el baño bien en general, no solicitamos alimentación en el hotel

Sen os dio una habitación que estaba inmediatamente por arriba de la entrada a la cochera, por lo que durante el día y parte de la noche era un ruido insoportable ya que el perecer en la entrada del portón hay algunas rejillas sueltas por lo que el pasar los automóviles sobre ellas hacen un ruido a metales sueltos mu fuerte, así mismo nunca se nos cambiaron las sabanas y las toallas y el personal muy indiferente.

Location

Looked better in pictures, no duvet cover, towels smelt funny

The hotel was OK, it is pretty outdated for an NH, I have definitely have better stays with the NH chain.

Outdated rooms, bathroom was clean but the sink was very rusty and clearly needed to be changed, as well as the shower head and the bath tub.

Ubicado a 3 cuadras del zócalo, habitación tranquila, limpia y cómoda, desayuno bien, zona segura

El check in se pudo hacer hasta las 4 PM, quizá por ser puente y estar lleno el hotel, aún así son detalles que no se ven bien desde el punto de vista del huesped

The room was of a nice size and the hotel is in a good location.

We were emailed multiple times in advance to check-in online but despite trying a few times, it never worked. The in-person check-in was slow. The room was quite dirty and there was a used plaster on the floor from the previous guest. They didn’t give us any bottled water. It was nice to have a roof pool but we didn’t end up using it because it didn’t look very clean. We were woken up by the cleaner banging on the door even though we had our do no disturb sign hanging on the door knob. The shower door doesn’t stop the water leaking all over the bathroom floor so we had to wade through water every morning. I think this could be a nice hotel but they need to make quite a few improvements before I’d stay here again.

Beds were very comfortable , room was very clean. Please keep up the good work!

Its not that we didn't like it, but I think lobby could be brighter, more lighting.

The location was excellent, very close to the city center. There was parking, although you had to pay a small fee. The room was large.

I visited before the pandemic, and I don't think they have spent much on the maintenance - the colors were very drab in the reception area and room. The restaurant lacked ambience.

Location. Room size

The shower has a very small glass wall that lets a lot of water get out of the shower area and makes the rest of the restroom difficult to use.

Great location, right in the middle of everything ! The room was spacious and very quiet day and night. The king bed was super confortable and the bed linen amazing ! SUPER GREAT VALUE

It is a bit old and some repairs should be done like, for example, changing the caulking around the shower door because the water link on the floor all the time !

Comfortable, clean and well-placed hotel in the centre of town. Enormous king-size bed and access to pleasant pool on the rooftop. Efficient, friendly service and good breakfast. Safe car park next to the hotel. Good value for money.

Modern hotel which is comfortable but lacks a little charm. Good as a business hotel.

very close to the zocalo & a lot of local food spots.

breakfast was bit on the expensive side compared to restaurants nearby

very helpful staff at the check-in desk, varied and  ample breakfast. Only a couple of blocks away from the Zocalo and the cathedral.

small pool.

central location

Relative old infrastructure

Location was perfect. For 1 night, it did the job.

Even though it looks modern, the interior seems pretty old. Also, the staff were quite difficult to communicate with. A good hotel, but not exceptional.

Breakfast was great.

No hangers in closet, no water bottles, looks a bit run down.

Very clean, great room, really good fitness room, the pool, and location.

Nothing. It was perfect

Comfortable & centrally located

The breakfast is a bit overpriced.