Safi Royal Luxury Metropolitan

Had a death in the family and the hotel disnt accept my cancellation or a cancellation fee…. Lost the one night stay and was charged complete stay.

We were there for a wedding. We checked in and our room had a sewer odor thought. We reported to staff and were moved down 6 floors. WE had several family members on our floor along with children and our mother. We were moved away from them so it was a huge inconvenience. We had to have our dress clothes dry cleaned again to remove the possibility of any sewer odor in order to have them ready for the wedding.

Disappointing and mediocre just about covers the Safi experience. If you are here on business or looking for a romantic getaway, you should stay FAR away. Room was not ready at checkin, ultimately it was 45 min of waiting before we were allowed to access room. Pool service was non existent as no one monitors the Whatsapp ordering system they have in place, until the lobby was made aware and it only mildly improved. The restaurant called our room at 1:34am as two drinks at the pool were not yet paid for, which is horrendously unacceptable. The restaurant has a beautiful view and breakfast, for an additional cost; however, it is a completely disorganized mess beginning with the hostess. She appears to be in a restless and poor mood the entire time. The pool is amazing, except that there is no one monitoring the fact that children are allowed to go swim in the jacuzzi which is for adults only, per their sign. When you bring it to their attention, nothing is done. Overall, the rooms are comfortable, the location is great for shopping, the breakfast is tasty, the hotel appears to be luxurious; however, the management and training is a disaster. We found everyone to want to be helpful, for the most part; however, you have to bring everything to their attention. This is a lack of leadership and a lack of training. Be prepared to be underwhelmed as the staff always appears to be overwhelmed.

We were disappointed in the service. Upon checking in well after 3 pm we were given a room which was not the room type we booked (panoramic). After coming back to the lobby to clarify this, we were told that the type of room we booked was not yet available (becase later check outs happen on Sundays) We decided to wait to get the right room. Checked back with the staff 1.5 hr later (5:30 pm) and we were again given an incorrect room, after that we asked to speak to a manager; we were finally assigned the right room. Aside from this issue, the food at the restaurant was disappointing. Another issue was that were only able to use the pool once (on the day of the late check in) and we were expecting to use it again, but it was closed 2 days in a row without much explanation as to why. The tv remote control in the room didn’t work; I came by the lobby and changed the 1st one we got, and the replacement didn’t work well either. On a positive note, the rooms were clean and the views from the property were very pleasant. I was supplied with the infant crib I requested upon check in.

Everything you'd expect from a luxury hotel. The views are great. The surrounding areas are the best to shop. Nice patios and pool with spectacular views of Monterrey mountains and scenery. Restaurant food is top of the line, very delicious and staff is courteous. My kids enjoyed every moment of it. Definetly looking to stay here next time.