Holiday Inn Express Puebla by IHG in Puebla

​I am writing this review to express my profound disappointment regarding my recent reservation (Confirmation #65706017 Check In May 2, 2026 Check Out:May 4, 2026 Number of Rooms:1 ) which was cancelled by the manager right at the hotel around 2:30 pm. Having booked approximately 60 nights with #IHG properties for the past couple of years, I have maintained a long-standing loyalty to the brand. Unfortunately, this most recent experience was an absolute anomaly that fell far below any reasonable professional standard.
​The conduct of the front desk staff and the manager was frankly unbelievable. My concern was not regarding the recognition of my loyalty status which you always are asking me in your feedback requests if it happened or not, rather, I simply expected the staff to perform their basic duties and uphold the service standards that #IHG typically guarantees. Their failure to do so was matched only by a complete lack of professionalism from management.
​While I have been a dedicated IHG guest for years, the service I received during this check-in was so poor that it has prompted me to explore other options. Ironically, they forced me today after they cancelled my reservation to taking the time to research the #Hilton Honors program to ensure my future travels are met with the professional care I have come to expect elsewhere. I hope #IHG corporate management takes this feedback seriously, as this experience was entirely unacceptable!
Sincerely
Mohammadreza