Hilton MM Grand Hotel Puebla Tapestry Collection

I booked in this hotel because I am having my 60th birthday event. I have had the opportunity to stay in many hotels, but this hotel is different due to its concept. The building is beautiful, the rooms are elegant and comfortable, the food at the restaurant is delicious, and the staff is hospitable and friendly. A few stars that I would like to mention are, marcelino, the restaurant server, Zeferino, the captain, Miguel Angel, Nain and event coordinators. Javier from valet parking.

The rooms and location are amazing !! Plus they accepts pets including big dogs 🐕. It would have been a plus if the room included a mini fridge for a 5 star review!

I recently stayed at MM Grand Hotel, a Hilton property, and it was a deeply disappointing experience. As a Hilton hotel, I expected a certain standard of service, but this hotel fell far short. Firstly, there was only one staff member in the entire hotel who spoke English, and this person was extremely rude and unhelpful. Important information, such as the additional charge for the breakfast buffet and the need to have my credit card open for potential charges, was not communicated to me at check-in. This led to a lot of confusion and inconvenience. When I tried to charge the breakfast cost to my room, the staff insisted on a separate payment by card, claiming my card should have been pre-authorized. This information was never given to me, and when I pointed this out, the staff's response was dismissive and unprofessional. I asked for the staff member's name to report their behavior, but was rudely told I didn’t need to know it and was encouraged to report them anyway. None of the front desk staff wore name tags, which is highly unprofessional. When I requested they speak to me respectfully in English and not be rude, my request was ignored. The General Manager, Roberto, who did not speak English, failed to understand the situation and dismissed my concerns about the staff's behavior, adding to my frustration. In summary, the lack of clear communication, rude behavior from the front desk staff, and overall unprofessionalism made my stay very unpleasant. I do not recommend staying at MM Grand Hotel. The staff’s rudeness and the poor service standards are unacceptable for a Hilton property. Save yourself the trouble and choose another hotel.