We have stayed at this hotel three times now and the staff is absolutely amazing. Anything you need help with they are more than willing to go out of their way to help. Way beyond anything you could expect. Rubén García Topete went out of his way to help us with a problem and I can’t thank him enough. Also one of the girls at the front desk spent over an hour helping us fix a problem with our flight sadly I didn’t get her name. You absolutely cannot put a price on this kind of service. If you are staying in Guadalajara this is the place to be. Rooms are clean and comfortable and security is top notch. Always feel safe here. We will be back two more times in the next 4 years and I wouldn’t dream of staying elsewhere.
I made a pre-paid reservation at the NH Collection Hotel in the Centro Historico neighborhood for December 2020. In August 2020 I received an email that NH Collection was closing their hotel in Centro Historico and my reservation has been transferred to the Providencia property. The email said I needed to inform them whether I wanted to keep the reservation or receive a refund. I have made numerous attempts to contact them and obtain my refund and am consistently met with excuses and still can not get my refund. They hang up on me. Say they can't speak english. Transfer me in endless circles. Tell me since I paid their other property they can not issue my refund - even though the other property is closed and my reservation has been transferred to them. I am the customer. I am not the employee. They canceled my reservation and still have my money. I am 100% entitled to a refund and they still refuse - as if I am supposed to track down the payment from the closed hotel myself? I think not. Months of trying and at least 5 phone calls and this is still not resolved. This is called theft. Fraud. Beware - as they appear to be a safe, law-abiding corporation yet they behave as if they are a gang of thieves.…
I lost my phone while visiting on a business trip to Guadalajara over the last couple of days. Luckily someone found my phone and they sent a message via text on my phone that included my son and my daughter. They said they have my phone and they would return it to me. But how? I didn’t know what I was going to do. So I called the hotel and I talked to Rubin Garcia who is the concierge there. He worked his butt off to get me my phone back. I cannot have enough high praise for his help and getting my cell phone back. Oh and by the way the hotel is really nice and everyone there is really helpful and really nice. But again thanks to Rubin who saved the day and getting my phone back.
PROS: phenomenal location, relatively large rooms, quick-service and elevators.nice floor-to-ceiling windows with good views. CONS: don't know why they call it collection as part of the NH brand because the rooms could definitely stand to be updated as well as the lobby, bathrooms are large but only, they're only allowing a maximum of one hour workout in the gym, the number of items in the rooms are horrendous, one set of towels one glass one coffee cup, one Nespresso pod, no artificial sweetener and a maximum of one small bottle of water per day even for upper-level frequent guests. Some room still have the old style small televisions. unless location is a critical factor to you I would consider staying at one of the newer Hilton's or other
Had a great visit with family. The staff was wonderful especially the concierge Ruben! He was so professional, courteous, and very pleasant. If we had any question he was right there to answer with a smile.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.
Claim Your Listing